FAQ

Have a question you need answering?

FAQ

If you still have a question after looking through the following then do not hesitate to contact us through our contact form, email or by phone

Covid 19

To protect our staff and customers during Covid-19, we have postponed all classes.  We will contact you all individually if you have a booking to find dates that suit you, once it is safe to do so.  This may take a little while so please bear with us. Online shop will remain open and we’ll work hard to ensure you get your order as soon as possible, but the safety of our staff & delivery partners is our number one priority. Due to an increase in demand and the additional safety measures we’ve put in place, your order could take longer than usual to get to you. To get your orders to you sooner, we may send items in several parcels – we’ll let you know as each item has been sent. If there is anything else that we can help with regarding your order, you can contact our friendly customer services team at classes@embroidery.london

What do we do?

We are an hobby class school, teaching embroidery specific online classes, private tuition and supplying embroidery equipment and materials.

Do you offer embroidery services as well?

The London Embroidery School has a sister company called Hawthorne & Heaney who provide bespoke Embroidery Services and may be able to help you. Visit their website www.hawthorneandheaney.com or email info@embroidery.london for more details.

What is the booking process for online classes?

When you have made your purchase, the link will be sent to your email (please don’t forget to check your spam folder too). You can use the video as many times as you like, watch, rewatch, rewind and pause us as you please.

Who are your Classes for?

Anyone who wants to learn more about embroider 🙂

We are a hobby school so the classes are intended to be for personal use only. We put an enormous amount of time and energy into developing and testing our kits and classes to keep bringing our community fresh and exciting things so please do not re-sell, distribute or replicate the design, classes and kits we have developed.

Do I need any previous sewing experience?

That will depend on which class and at what level you would like to take. Beginners 101 is suitable for anyone with absolutely no stitching experience. All of the beginners level classes are aimed at people who have had a little general experience stitching (self taught or otherwise, but are comfortable threading a needle, tying a knot and creating a small range of basic stitches) but have not tried the technique which they wish to learn with us (Tambour, goldwork). Intermediate level classes require the participant to have taken a Beginners level class in that technique before taking part in the Intermediate class. This does not necessarily have to have been with the London Embroidery School but if you choose to take an Intermediate class having done beginners elsewhere, you do so under your own advisement.

Do you do Private Tuition and how do I arrange this?

We are currently not offering any Private Tuition however when things (Covid-19) gets better, we may offer again.

Meanwhile please read below.

Yes, we can arrange private tuition. Private tuition is a one on one class with the tutor at a time to suit you both. It is charged at £65 per hour during studio hours (10am-4pm Monday -Friday) or £85 outside of these times. There is a minimum booking of 3 hours per session; private tuition is held in our central London studio location.

You can take any of the classes advertised on the website in private tuition if the times of the group classes do not suit you. You would need the same amount of hours as you would have for the group classes (6 hours for beginners goldwork evening course for example). If you would like to do something we do not offer on the website, please email to enquire if we can help you.

To make a booking, please email us with the class you would like to take and your availability and we will get in touch with the appropriate tutors to arrange it for you. Payment for the tuition is required to confirm you’re booking.

Are materials and equipment included in online classes?

Most of our online classes offer the Deluxe or Mini kits, though sometime you can use your own material.

Do you offer student discount on your classes?

I’m afraid we do not offer student discount so should you wish to participate in a online class, please make your purchase as usual through the website.

Do you offer student discount on equipment and materials?

I’m afraid we do not offer student discount so should you wish to purchase an item, please make your order as usual through the website.

I’m working on a specific project, can you help?

Quite possibly, drop us an email with what you are trying to achieve and what the issues you are having are and we can try and point you in the right direction. Most likely you would need a consultation about your project/ some teaching which would be classed as private tuition. (see the private tuition section)

What are my Item Delivery options?

UK standard delivery (0-249g) : Royal Mail Signed for service which is quoted as arriving within 1-2 working days costing £5.00

UK standard delivery (250-2000g ) : Royal Mail Signed for service which is quoted as arriving within 1-2 working days costing £7.35

Special Delivery (0-249g) : Royal Mail Special Delivery 1pm service which is quoted as arriving within 1 working days (currently not available)

Special Delivery (250- 1000g) : Royal Mail Special Delivery 1pmservice which is quoted as arriving within 1 working days costing (currently not available)

Heavy/large goods Shipping UK (2001-9000g): Royal Mail Signed for service which is quoted as arriving within 1-2 working days costing £20

International Delivery (0-500g) : Tracked and signed for service (depending on the destination country’s availability) costing £16.50

International Delivery (501-1500g) : Tracked and signed for service (depending on the destination country’s availability) costing £30

International Delivery (1501-2000g) : Tracked and signed for service (depending on the destination country’s availability) costing £40

Do you ship internationally?

Yes, please see ‘Item Delivery’ section. However, please note that you may be subject to your country’s import taxes and duties.

Can I come to the school to make a purchase?

The London Embroidery School is only available to make a purchase on the website.

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Return Policy

We have a 30 day return policy, which means you have 30 days after purchase to request a return.  To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at classes@embroidery.london. If your return is accepted, we will need you to return the item to us via a carrier with a tracking service. Once your returned item is received and assessed to be in its original condition we will issue a refund to the original payment method. 

Exceptions / non-returnable items

Cancellations to face to face classes must be made 7 working days in advance of the booking date to be eligible for a refund or an exchange.  This is to give our skilled tutors time to book their services elsewhere rather than leave them out of pocket.  We cannot offer refunds or exchange on any online classes as you will have the video link access immediately after the transaction. Unfortunately, we cannot accept returns on sale items or gift cards.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is faulty or incorrect.  We of course offer refunds on faulty or incorrect items.  We will then need you to return the item to us via a carrier with a tracking service.  Once the item is returned to us and a receipt sent for the postage we will refund both amounts to the original payment method.  

Exchanges
We can offer exchanges on all items up to 30 days after purchase.  Contact classes@embroidery.london and return your item via a carrier with a tracked service whilst letting us know what you would like your item exchanged for.

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