Customer Service

At The Village Haberdashery, we work hard to provide you with products you’ll love and a shopping experience you’ll recommend to a friend. If there is anything we can do to improve our service or selection, please don’t hesitate to get in touch.

Ordering Fabric

Our fabric is measured metrically and is sold by the quarter metre. If you want a full metre, select four quantities of fabric. Unless you request otherwise, single quantities will be cut as fat quarters. Multiple quantities will be continuously cut with the final quarter metre of any odd-numbered quantity cut as a “skinny” quarter. See the chart below for more clarification.

Buying Scissors

You must be over 18 to buy rotary cutters or scissors. You will be asked to confirm your age at checkout.

Payments

We accept Visa and Mastercard via a secure service called CardSave (which means we never hold your credit card details ourselves) or you can pay with PayPal.
All prices shown are inclusive of VAT.

Shipping & Delivery

Your package will ship within 48 hours of your order and we’ll send you an email to let you know it’s on its way. Prices are:
UK flat rate (includes Channel Islands): £2.75

Most UK orders will be sent via Royal Mail first class postal services. We send some heavy or bulky parcels via UKMail.

We ship anywhere in the world and offer a signed for service outside the UK. Pricing is as follows:

Europe: 
Up to 500g: £10
500g – 1kg: £15
1kg – 1.5kg: £20
Over 2kg: £30

Rest of world: 
Up to 500g: £15
500g – 1kg: £20
1kg– 1.5kg: £25
1.5kg - 2kg: £30
Over 2kg: £60

Lost parcels: Royal Mail does not consider a parcel lost unless it has been missing 15 days in the UK, 20 days in Europe or 25 days in the rest of the world. If you believe your parcel has been lost, please get in touch at [email protected] However, we normally ask for you to wait that long before we can replace your order.

Returns policy

We make every effort to provide full details and accurate images for all of our products. If you have any questions about a product or would like help matching the colours of fabric, thread, zips or other items, we are happy to help.

Cut fabric, ribbons and trims can’t be returned unless damaged during shipping. We will reimburse any shipping costs incurred when returning damaged merchandise, and will send replacement merchandise at no cost. Please include a description of the damage with your return.

Unused and unopened skeins of yarn, thread and other products can be returned in their original condition within 14 days for exchange or store credit. When making an exchange, the customer must pay for all shipping costs associated with the exchange.

Please see below for policies related to Janome sewing machines and accessories.

To make a return, send items with your original receipt, your email address, phone number and shipping address to:

The Village Haberdashery
47 Mill Lane
London NW6 1NB

We recommend you send any returns by recorded delivery and obtain proof of postage. We cannot be held responsible for items that are lost or damaged in transit.

Janome Sewing Machine Policies

Warranties

Most Janome sewing machines and overlockers come with a two years parts and labour warranty. For the majority of models sold in the UK, this two year term may be extended to up to five years. Full details and an application form are enclosed with each product. We suggest that you register your warranty online. Parts and accessories do not carry the two year warranty. If you have any questions, please contact us.

Returns policy

Janome sewing machines

At this time, we are not accepting returns on Janome sewing machines unless you received a faulty or damaged machine. Please contact us within 24 hours of receiving your machine if you feel it is faulty or has been damaged. We will need as many details as possible about the fault and pictures if damage has occurred. In these cases, we’ll advise you of the method of return and will accept the cost of the return. We can’t currently accept returns if the sewing machine was ordered in error or if you simply don’t want the item.

Janome feet and accessories

Unopened and unused feet and accessories can be returned in their original condition within 14 days for exchange or store credit. When making an exchange, the customer must pay for all shipping costs associated with the exchange. If the item you ordered was damaged in transit, please contact us with a picture of the damage and we will replace the item and provide you with details on how to return the damaged item. In these cases we will accept responsibility for the cost of the return.

Servicing

Having your machine serviced regularly can prevent the need for costly repairs. We work with a local partner to provide servicing and repairs for our Janome customers. Prices start at £70 for a basic service plus a £15 fee for collection and delivery. If you would like a quote for your machine, please contact us. Please note, machines must be in their full original packaging of the machine including polystyrene, to ensure they will not be damaged in transport. If you need to purchase new packaging, please contact us or Janome customer service. Prices for replacement package start at £15.

Repairs

Many problems with your sewing machine are simple to fix. If your machine develops a problem or if you feel the machine is not working as it should, please start by reading our troubleshooting FAQ. YouTube is also a great resource for problem solving. The Janome USA YouTube page is the best place to start your search.

 

Customers who have purchased their machine from The Village Haberdashery can contact us by phone or by email for free help and advice. Please have your order number ready so we can confirm you purchased your machine from our shop. If we are unable to resolve the problem with you by phone and your machine is in need of repair, we will offer to collect, repair and return your machine to you. Please note that if your machine is out of warranty, this service may be chargeable.

 

If our engineer finds that the machine is faulty due to no fault of the user and any parts which have gone faulty are covered by warranty then all work will be carried out under warranty with no charge to the customer. If the fault is due to misuse, user error or neglect then a charge will be applied to rectify the problem including the costs of any parts needed, labour, collections and re-delivery charges. If charges are applicable they must be paid by the customer before a machine will be returned.

 

In every situation, in order for us to collect the machine, whether it be free of charge or paid for, you must have the full original packaging of the machine including polystyrene. If you need to purchase new packaging, please contact us or Janome customer service. Prices for replacement package start at £15. If the machine arrives to us without this packaging we will then not carry out any repair work to the machine. Should the machine arrive damaged by the courier due to insufficient packaging we will not accept responsibility. Once we have received the machine and delivered it to our engineer, we will provide you with an estimated time for repairs. Please note this can take up to 7-14 days. We will always do our best to make sure your issue is resolved and your machine returned as quickly as possible.

Class policies

How to register for classes

You can sign up for classes on our website, in person at our shop or by calling us at 0207 794 5635. We require full payment at the time of signing up in order to reserve your spot. Spaces are limited, so sign up early! If the class you want to take is full, you may sign up for the waiting list. Customers on the waiting list will be given priority the next time a class is offered.

Class materials

The materials and tools needed for each class varies, so please refer to the course description. Once you register, you’ll receive a list of the supplies you’ll need to bring. You will receive a 10% discount on your class day if you wish to purchase supplies in the shop, however it’s best to plan ahead and arrive early in case it is busy. If you have any questions about what you’ll need to bring, please contact us.

Cancellation policy

We keep class sizes small so everyone gets all the attention they need. For that reason, do not offer refunds on classes. There are no makeups for missed sessions.

The Village Haberdashery requires full enrolment to go forward. If a class is cancelled, you will receive a full refund or a spot the next time a class is offered – your choice.

If an instructor is sick we will either provide a substitute or we will reschedule the class during a time that is convenient for all participants.

EU VAT-Registered Businesses

If you are a business and you are VAT-Registered in the EU (outside the UK), please email [email protected] with your VAT number and we will enable you to shop tax-free.

Privacy & Security

We respect your privacy and do not share your data with any other companies, apart from:

  • Your delivery address which is given to the shipping company in order to fulfil your order.
  • Email newsletter subscriptions are securely held by a 3rd party service called MailChimp.
  • All payments are processed by Worldpay CardSave or Paypal (we do not store any credit card details on this site). 
  • Our servers are based in the UK, in a secure data centre.
  • Cookies are used to store your shopping basket information and to collect anonymous information about how people use the site in order to improve the service (using a service operated by Google). In order to manage traffic on the site at busy times a cookie may be used to ensure that your requests are sent to the correct server, but this data is anonymous. 

If you would like a copy of any data we hold about you, please use the contact form (a cost of £10 applies to manage this request).

Questions and comments

We love to hear from you! Please contact us with any questions, comments, suggestions, concerns or compliments! We can be reached at [email protected].

© 2015 The Village Haberdashery