Frequently Asked Questions

How can I use my Account ? When you place an order you will need to set up an account which may then be reused for subsequent orders. All you will need to do is fill in your e-mail address and payment address details and one or two more simple questions. We do not hold or see your credit card details as these are dealt with securely on our behalf by SagePay. You will be able to change your account details at any time and during the order check-out process. When checking out you can confirm your payment address as the delivery address or enter an alternative for the delivery.  You may login to your account at anytime using the e-mail address you last used and the password you set-up. If you have forgotten your password you can request it to be sent to the e-mail address currently held. Once you have logged in you may change your details (including your e-mail address which then becomes your login next time), change your password and view your order history. Please be aware that the details shown here are 'as ordered' - any variations made when shipping or invoicing are not reflected here. However, we have now introduced a Notes facility in which we are able to append details about the processing of the order. This will often indicate how things are progressing and any variations that occurred. The Status of the order is shown in all cases. Most are self-explanatory but here are the most important :

  • In Progress  -  the order is current and not yet shipped
  • Payment Pending - we received an order but, for some reason, the payment authentication was not completed
  • Completed - the order has been shipped
  • Abandoned - the order was received but, for some reason, it was not completed and no further action will take place

 

How do I find what I want ?  All our products are grouped in broad categories which are listed on the menu on the left. Choosing one of these - such as "Thread" - will usually show a number of sub-categories - in the case of Thread. Finca. Valdani. etc. Choose the group you want and see a summary of all its products - if. for instance. you chose "Finca" you will see a list of all the Finca threads we offer. Click "View Detail" for anything you are interested in and all its details will display.At this point. you can. if you wish. click on the displayed images to see an enlarged version; this is particularly useful for shade card images. If you wish to purchase an item. select from any options that are displayed and click "Add to Basket". Your shopping basket with this item. along with any other items you have selected. will then display and it is here that you can change the quantity for this and other items. You always have the chance to amend and cancel items at any time before confirming the order.

The site search facility is always available to assist you to find what you you want. You can search globally across all products using the option to be found at the top of all pages or within any category by using the option to be found at the top of the respective category window. Enter any word or part word that you believe is in the name or description of the item you seek. We have added other hidden key words  which we anticipate that you might use and these may be searched for too. Books can be searched by ISBN (try part of this as formats differ) or author by entering an element of either. You can find whats new this year by search for the year (e.g. 2006 ) as we have added that as a keyword for new items added in 2006 and will do so in future years.


What about delivery charges ? We want to make sure that our delivery charges are kept to a minimum but, at the same time, we wish to give you an indication of what the costs will be.  This can be difficult - particularly within the UK where the size of the package is a factor as well as weight. We therefore accumulate the estimated cost as the order is built up and show you the total so far for your region (and, where it may be applicable, a possible lesser amount within the UK if we are able to pack within the limits).  The expected maximum amount is included provisionally in the total but we will reduce the actual card charge if we find are able to  save when we have your items packed. In the unlikely event that the charge has been significantly under-estimaed we will contact you for instructions.

Our charges are based on actual postage costs plus £1.00. There is a minimum UK delivery charge of £1.80.  Orders of less than £7.50 will automatically be subject to a 50p surcharge added to the delivery charge; this is shown during order entry. Orders greater than £100 are subject to an insurance charge which is shown during entry when this amount is reached.

Charges are not made to your card until we are about to dispatch your order.


How much is it dollars (euros. whatever ... ) ? All our prices and charges are in Pounds Sterling. We do not quote prices in other currencies - although you can find out roughly what it will be in your currency by using an online currency conversion guide - such as the XE.com Personal Currency Assistant. However. when you pay with a Credit Card or PayPal. the sterling amount you accept is converted automatically to the currency used by your card provider at the then current rate and will appear on your card statement in your currency - its very convenient and by far the easiest way of international settlement. If you have not purchased internationally before. you will soon discover that doing so from Roseground is very easy and straightforward (and freight charges are competitive and probably much less than you may expect) and you have the chance to see whats new in the wider lace world.