Returns and Cancellations Policy
Changed your mind? No problem. We offer 30 days to return your order - more than double the 14 days required by UK law.
What do you need to do?
The process depends on whether your order has been despatched yet.
Order not yet despatched
You can cancel your order quickly and easily through your account before it ships.
How to cancel →Order already delivered
You have 30 days from delivery to return your order for a refund.
How to return →Cancelling your order before despatch
If your order has not yet been despatched, you can cancel it directly through your account.
- Log in to your account and go to Order History
- Select your order and click the Cancel button
- Your refund will be processed straight away
Can't see the Cancel button? Your order is already being processed or despatched. Follow the returns process below once it arrives — you are still fully covered under our 30-day returns.
Returning your order after delivery
You have 30 days from the date of delivery to return your order. Here is what you need to know.
We offer 30 days to return your order - more than double the 14 days required by UK consumer law. If you return within 14 days of delivery, you are also covered by your statutory right to cancel under the Consumer Contracts Regulations.
- Be requested within 30 days of delivery
- Be unused and in its original condition
- Be in its original packaging where possible
- Include any free promotional items that came with the order
Returning an item in used or opened condition
If you are returning within 14 days under your statutory right to cancel, you may open and inspect the item as you would in a shop. If the item has been used beyond this, or shows signs of wear, damage, or has components missing, we reserve the right to make a deduction from your refund to reflect any diminished value.
Between 14 and 30 days, returns are accepted under our goodwill policy for items in new and unused condition only. Items returned in a used or diminished condition outside of the 14-day statutory period are not eligible for return.
What cannot be returned
Most items are eligible for return within 30 days, but the following exceptions apply for change-of-mind returns.
- Cut-to-length products - fabric, ribbon, elastic etc.
- Opened or activated software, design cards and bundled programs
- Downloadable products
- Machines bought on finance once repayments have started
- Any item not in its original unused condition
Received something faulty?
If your item has arrived damaged or develops a fault, that is a different process from a standard return.
See our faulty goods policy →How the returns process works
Once you are ready to return, here is what happens step by step.
Raise a return request
Log in to your account, go to Order History and click Return Request. Select the items and the reason for return.
We review your request
You will receive an email confirmation straight away. We will review and send return instructions by email.
Send your item back
Follow the return instructions and send your item back using a tracked service. Return postage is at your cost.
Refund processed
Once we receive your return, we will process your refund within 14 days - often sooner. You will get a confirmation email.
Common questions
A few things customers ask us most often about returns and cancellations.
Can I return fabric?
What happens if I bought my machine on finance?
What if my item has been opened or used?
If you are within 14 days of delivery, you are entitled to open and inspect the item as you would in a shop. If it has been used beyond this, we reserve the right to make a deduction from your refund to reflect any diminished value.
Between 14 and 30 days our goodwill policy applies to items in new and unused condition only. Items that have been opened or used are not eligible for a return under this policy. Items should be returned in their original unused condition and packaging wherever possible.
Do I have to pay for return postage?
What if my return is lost in the post?
How long does my refund take?
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