Useful stuff to help us to help you, help us… (and all the legal stuff too)


Our promise to you…


Customer service is a phrase often bandied around quite casually, but it’s quite an important subject and one we take very seriously.


When you shop with us either online or at our gorgeous retail emporium (OK, our gorgeous shop) in Lewes, we’d like you to be happy with your purchases, and even better -if you were absolutely thrilled!


We love our jobs and have a great passion for the product. So we welcome feedback and comments. We can’t stock everything, but we will listen to your ideas.


And if by any slim chance we do get something wrong, we need to know…


Contact us by email:

This is who we are…


Real people in a real shop with a bricks and mortar address as well as a website.


We are the-stitchery (Lewes) Ltd, a limited company trading as ‘the-stitchery’


You can write to us or visit us:


– we are based at 12-14 Riverside, Cliffe Bridge, High Street Lewes BN7 2 RE .

– our opening hours are 9.30am-5.00pm Monday-Saturday (closed Sunday)

– you can email us at

– or you can call us on 01273 473 577


We are registered in England and Wales under company number 06562448 and our VAT number is 932 496 896. website terms and conditions


The following terminology applies to these Terms and Conditions, our Privacy Policy Statement and Disclaimer Notice and any or all Agreements:


“Client”, Customer “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions.


“The Company”, “Ourselves”, “We” and “Us”, the-stitchery, refers to our Company  the-stitchery (Lewes) Ltd


“Party”, “Parties”, or “Us”, refers to both the customer and ourselves, or either the customer or ourselves.

Sale of Goods


These Terms and Conditions refer to the way in which we sell and supply products (or ‘Goods’) listed on’s website (the ‘Website’) to you and your use of the website


Before you can purchase from us you should read through these Terms and Conditions (the ‘Conditions’) taking specific note of the following sections


– our Returns Policy

– the limitation of our liability and your indemnity.

– our privacy policy statement
 please do read the section below below regarding your personal information.


In ordering and paying for goods from this website you are deemed to have read and agreed to our terms and conditions


Please don’t buy anything if you’re not happy with this section


We might change or alter any of our conditions, specifications or prices at any point and we reserve the right to do so, without notice to you, but if you carry on using the website after the conditions, specifications or prices have been modified you will be accepting that that/those modification/s and it is up to you to check for changes on a regular basis

Our Returns Policy


Please do not return any goods without prior agreement.


Please email us first on stating your name and order number and the reasons why you want to return the goods


If you have changed your mind about your purchase, we will accept most* unused, unwanted and undamaged goods in their original retail packaging so long as they are returned to us within 10 working days.


When returning goods to us, please include your name and the invoice/delivery advice number with the item.


Please note that we will not refund your postage in either direction; from us or back to us unless it is our mistake or the good are faulty


If you need any help on returning product please email us


*In line with our long established Refund and Exchange policy in our retail store there are some goods that we do not take back into stock; these are CUT items of fabric and haberdashery, knitting and sewing patterns, cushions and pillows, knitting yarn, Anchor Stranded Cottons and Tapisserie Wools as well all Gütermann threads.


If this feels harsh, please accept that we have to protect ourselves and you, our lovely, honest customers, from the small amount of naughty rascals out there who copy stuff and return it, who take a swatch or a metre or two of yarn then return it, or who might have exposed some absorbent products to strong odours or possibily pets or smoke.



Faulty goods


We will of course refund or exchange faulty goods and any return postage


Please do not return any goods without prior agreement, please email us


Exclusions and Limitations : the limitation of our liability and your indemnity. The information on this web site is provided on an “as is” basis. To the fullest extent permitted by law, this Company:


– excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and
– excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.


This Company does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.

Privacy /Confidentiality Statement


We are committed to protecting your privacy. The-stitchery (Lewes) Ltd  strictly adheres to the Data Protection Act (1998)


At the-stitchery, we are committed to maintaining the trust and confidence of our visitors to our web site. In particular, we want you to know that the-stitchery is not in the business of selling, renting or trading email lists with other companies and businesses for marketing purposes. In this Privacy Policy, we’ve provided lots of detailed information on when and why we collect your personal information, how we use it, the limited conditions under which we may disclose it to others and how we keep it secure.


Types of data we collect


Website Cookies


Our websites use cookies to collect information.  This includes information about browsing and purchasing behaviour by people who access our websites.  This includes information about pages viewed, products purchased and the customer journey around our websites. Detailed information is set out in our Cookie Policy.


Cookie Policy


What are cookies?


Like most websites, the-stitchery website uses cookies to collect information.  Cookies are small data files which are placed on your computer or other devices (such as smart ‘phones or ‘tablets’) as you browse this website.  They are used to ‘remember’ when your computer or device accesses our website.  Cookies are essential for the effective operation of our website and to help you shop with us online.  They are also used to tailor the products and services offered and advertised to you, both on our website and elsewhere. 


Some cookies collect information about browsing and purchasing behaviour when you access this website via the same computer or device.  This includes information about pages viewed, products purchased and your journey around a website.  We do not use cookies to collect or record information on your name, address or other contact details.  the-stitchery can use cookies to monitor your browsing and purchasing behaviour.


How are cookies managed?


The cookies stored on your computer or other device when you access our websites are designed by:


– the-stitchery and are necessary to enable you to a make purchases on our website;

– third parties who participate with us in marketing programmes; and

– third parties who broadcast web banner advertisements on behalf of the-stitchery.


What are cookies used for?


The main purposes for which cookies are used are: –


1. For technical purposes essential to effective operation of our websites, particularly in relation to on-line transactions and site navigation.


2. For the-stitchery to market to you, particularly web banner advertisements and targeted updates.


3. To enable the-stitchery to collect information about your browsing and shopping patterns, including to monitor the success of campaigns, competitions etc. 


4. To enable the-stitchery to meet its contractual obligations to make payments to third parties when a product is purchased by someone who has visited our website from a site operated by those parties.


How do I disable cookies?


If you want to disable cookies you need to change your website browser settings to reject cookies.  How you can do this will depend on the browser you use.   Further details on how to disable cookies for the most popular browsers are set out below:


For Microsoft Internet Explorer:

1. Choose the menu “tools” then “Internet Options”

2. Click on the “privacy” tab

3. Select the setting the appropriate setting


For Google Chrome:

1. Choose Settings> Advanced

2. Under “Privacy and security,” click “Content settings”.

3. Click “Cookies”


For Safari:

1. Choose Preferences > Privacy

2. Click on “Remove all Website Data”


For Mozilla firefox:

1. Choose the menu “tools” then “Options”

2. Click on the icon “privacy”

3. Find the menu “cookie” and select the relevant options


For Opera 6.0 and further:

1. Choose the menu Files”> “Preferences”

2. Privacy


What happens if I disable cookies?



This depends on which cookies you disable, but in general the website may not operate properly if cookies are switched off.  If you only disable third party cookies, you will not be prevented from making purchases on our website.  If you disable all cookies, you will be unable to complete a purchase on our website.


Google Analytics


When someone visits we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.


Mailing Lists


As part of the registration process for our monthly e-newsletter, we collect personal information. We use that information for a couple of reasons: to tell you about exciting new products, discounts and news from the-stitchery that you’ve asked us to tell you about; to contact you if we need to obtain or provide additional information; to check our records are right and to check every now and then that you’re happy and satisfied. We don’t rent or trade email lists with other organisations and businesses.


We use a third-party provider, MailChimp, to deliver our newsletter. We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. For more information, please see MailChimp’s privacy notice. You can unsubscribe to general mailings at any time by clicking the unsubscribe link at the bottom of any of our emails or by emailing us.




We only keep your personal details to be able to to process your order; to do this we need to know your name, e-mail address, billing and delivery address. Authorised employees within the company, on a need to know basis only, will use any information collected from individual customers.


No credit card details are stored or managed by the-stitchery, when paying for items you do this via PayPal Secure interface which handles all the credit card information in conjunction with your bank. Once PayPal has processed the card, successful or un-successful transaction details are sent back to the-stitchery, these notifications again do not include credit card details.


Access to your personal information


You are entitled to view, amend, or delete the personal information that we hold. Email your request to our data protection officer Mabel Neil at


Changes to this Privacy Notice


From time to time we make changes to this privacy notice. This policy was last updated in May 2024



PayPal is the secure method of payment we use for our website. Our terms are payment in full before despatch of goods. All goods remain the property of the Company until paid for in full.

Availabilty… of goods, information and our website


Unless otherwise stated, the goods featured on this website are only available  for delivery within the United Kingdom, or in relation to delivery from the United Kingdom.


All advertising is intended solely for the United Kingdom market.


You are solely responsible for evaluating the fitness for a particular purpose of any products or information that may be available through this site.


Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company.


The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best of our ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

Cancellation Policy


We aim to fully comply with Distance Selling Regulations or DSRs. These are the rules which apply because we are selling product to you without face-to-face contact, where you have not had the opportunity to examine the goods before buying in person.


DSRs are for your consumer protection.


All our price include VAT.


Delivery costs may be extra and are clearly laid out in the delivery section of checkout before you pay and in our Delivery Information section


When you have ordered and paid, we will send you a confirmation email detailing what you have ordered.


Under the Distance Selling Regulations you have the right to cancel – you have seven working days (not including weekends or bank holidays) after the day that you receive the goods. You must tell us in writing, preferably by email on that you wish to cancel

Out of Stock


If we don’t have the goods that you have ordered and paid for, we will email you to let you know this and we will give you a best estimate of when we think we can deliver your order to you.


If you are unhappy with this and the goods are not available, we will of course cancel your order and refund your money.


We will NOT send you substitute product when we are out of stock of the goods that you have ordered, without contacting you first.


In the case of temporarily out of stock items, we will endeavour to keep you regularly and reasonably informed to the best of the knowledge that is available to us



The laws of England and Wales govern these terms and conditions. By accessing this website and buying our products, you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.



Log Files


We use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. This information is not shared with third parties and is used only within this Company on a need-to-know basis. Any individually identifiable information related to this data will never be used in any way different to that stated above.


Links to this website


You may not create a link to any page of this website without our prior written consent. If you do create a link to a page of this website you do so at your own risk and the exclusions and limitations set out above will apply to your use of this website by linking to it.


Links from this website


We do not monitor or review the content of other party’s websites which are linked from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site & to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.


Copyright Notice


Copyright and other relevant intellectual property rights exists on all text relating to the Company’s products services and the full content of this website.


This Company’s logo is a registered trademark of this Company in the United Kingdom and other countries. The brand names and specific services of this Company featured on this web site are trade marked




Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.


Notification of Changes


The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change.


These terms and conditions form part of the Agreement between the customer and ourselves. Your accessing of this website and/or purchasing goods from it indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.


© the-stitchery (Lewes) Ltd 2018 We All Rights Reserved

About us


This is who we are…


Real people in a real shop with a bricks and mortar address as well as a website.


We mainly sell haberdashery, fabric and knitting yarn, and loads more besides including gifts and cards though not all of it is featured for sale on our website


We are the-stitchery (Lewes) Ltd, a limited company trading as ‘the-stitchery’ and also ‘the knitting basket’ and ‘Riverside Art & Framing’


– you can write to us or visit us -we are based at 12-14 Riverside, Cliffe Bridge, High Street Lewes BN7 2RE . Our opening hours are 9.30am-5.00pm Monday-Saturday (closed Sunday)
– you can call us on 01273 473 577
– or you can email us at


We are registered in England and Wales under company number 06562448 and our VAT number is 932 496 896.

Delivery Information


FREE collect from store


If you order and pay for your goods, it is free to collect from the-stitchery.


Please allow 1-3 working days so that we can confirm by email that your order is ready for collection.


If for some reason we are temporarily out of stock, we will inform you


This is our online shop default payment option


FREE DELIVERY on orders OVER £25.


Delivery is free on all orders over £25-orders will be posted 2nd class unless

you select and pay for an alternative postage option


Orders UNDER £25


If your order is under £25, the delivery charge includes postage and packing and is based on weight AND parcel size as per current royal mail formats plus a small packing charge you can select standard 1st class or standard 2nd class delivery and the total delivery price will be calculated at checkout.


Royal Mail quote 1st class delivery as 1-2 days after dispatch & 2nd class as 2-3 days after dispatch. If you prefer to track and trace your parcel and can sign for it upon delivery then please contact us for a quote


At the time of writing (May 2024), the following delivery costs apply:


Small parcel format up to 1kg: 1st class £3.95, 2nd class £3.25