Not exhaustive.. but these are some of our most common questions about our products and services... anything else use the ASK US or the HQ HELP live chat (at the bottom of your screen).

Do you have a shop?

NO. We sell directly online and via mail order too.  We also work with key trade accounts including Liberty of London, and lots of others!  Most of our sales are via our web site - but we do sometimes have 'pop up shops' at festivals and events.

How long will my order take, and how do you ship?

We use ROYAL MAIL FIRST CLASS for our deliveries -  craft kits and personalised items are usually sent RECORDED or SPECIAL DELIVERY.

We aim to process and ship standard in stock items within 5 working days.  We are not open at the weekends.

Haven't I seen you on Not On the High Street?

We are one of the original 'partners' on Not On The High Street, and have been trading with them since 2008.  We run it as a seperate concession business (as they take commission and run the customer systems) - so whilst we love them, we are able to offer better deals directly, and can only accept our gift vouchers and coupons via this site and not through any other outlet.  We also sell selected items on Etsy.

Do you sell on EBAY?

We DO NOT sell on EBAY or any other auction site.  Any products purchased from other sites are not under our terms and conditions of trade.  Please be wary when buying from Ebay in particular as we have had instances of 'fake' goods.

Do you sell patterns of all your designs?

Our unique designs by Jacqui Pearce (our founder and creative director) are our life blood.  Some of Jacqui's designs are used in Cross Stitcher, where she has a regular monthly column.  Our copyright is strictly managed, and photocopying and scanning of designs is against IP law.  Sadly people have in the past copied our designs and sold them on disks on Ebay or via email on Facebook. We cannot manage the quality or authenticity of these items.

It is for this reason that we have stopped selling charts of our kits.  We do however offer charts regularly as competition prizes on Facebook and offer limited numbers of unique designs for sale on rotation.

How big are your cross stitch kits and other items?

Each design varies in size - so please refer to the individual item description for further information.  If you have any questions - please use the HQ HELP live chat - or the ASK US facility

Are the cross stitch patterns printed onto the canvas?

NO we work with counted cross stitch - each square on the pattern = 1 stitch on the canvas.  We think you get a much better pattern definition this way.

What are the embroidery patterns like?

The embroidery patterns are black outlines on white paper which can be increased or reduced in size according to your requirements.  Each pattern comes with instructions of how to use it - but if you have ordered the PDF format, you will either need some craft transfer paper or an embroidery pen to transfer the design onto your fabric.  Why not look at our HOW TO section which has more tips

How are the prints framed?

Our local framer is second to none.  He frames for the likes of Paul Smith (who ship to him every week) as well as top London Galleries.  We are so proud that he has taken on our work and the finish is lovely.  He uses top grade smooth finish matt painted wood frames (22-40mm depending on the frame) which is cut, glued and fixed in house.  The white core black and snow white thick mounts are cut by hand to fit each piece.  They are then finished with top grade acrylic - which has 99% clarity, without the health and safety and breakage problems of glass.  It actually costs us more!  They are pre strapped ready to hang.  This process takes in itself 7 days due to the work log we now have and the handi work involved.

Our frames are NOT cheap.  The quality speaks for itself.

Do you sell to trade?

Yes we do!  If you are a valid retail outlet then you can JOIN OUR TRADE MAILING LIST - and request our current price lists.  We also work on exclusive collaborations with retailers and designers. Please just ask

Do you take bespoke commissions / do collaborations?

YES (at the moment!).  Jacqui still personally artworks all of our products - and the demand for her work is growing.  She has recently completed projects for Sky One, the BBC, Dame Jacqueline Wilson,  as well as her regular column and editorial designs... plus her new book which is out in 2012.  Please contact us about your project and we will see what we can do.

How do I return an order?

Simply log into your account at the top of the page.  In the MY ACCOUNT section you will see how to register a return.  Please refer to our TERMS and CONDITIONS for our full returns policy.

How do I use store credit / gift vouchers?

You can see how much store credit / gift vouchers you have in the MY ACCOUNT section.  This will simply be deducted at checkout.  First time registering the Gift Voucher, you will have to enter the code in the side panel at check out.

Anything else?  Please contact us for more details...

PLEASE USE THE ASK US FACILITY , or HQ HELP in the first instance, or you can contact us at:

Granny Knits Ltd - PO Box 134, Arundel, West Sussex, BN18 8BU

01903 885456

info@grannyknits.com