Buy online safely & securely Your questions answered

Since ‘Brexit’ there may be extra delays due to more stringent customs checks.
Please note, any import tax/duty incurred is the responsibility of the purchaser.


We aim to dispatch your order within 24 hours subject to stock availability. Please allow a little longer for orders placed at the weekend or on public holidays.

We will notify you via email if the item is out of stock and inform you of the estimated delivery date. Please do not hesitate to contact us if the order is urgent.
We use the most suitable Royal Mail or Courier service depending on the size and weight of your parcel and will always obtain a proof of posting certificate when we dispatch your order.
Please allow 3-5 days for parcels sent using the standard UK delivery service to arrive.

All orders dispatched to addresses outside of the UK will be sent by Airmail.

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Online Security

One Off Needlework endeavours at all times to keep the information you give us on this site secure.
With this is mind we have chosen to use PayPal as our suppliers for taking online payments via their secure payments system.

When you make a purchase from One Off Needlework you will be passed to the secure PayPal system where you will then be asked for your card details. As this system is located on their highly secure and monitored servers you can be assured that every effort is made to avoid fraud and keep your details safe.
All PayPal transactions are subject to the PayPal Privacy Policy.

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4 Ways to Shop

Your privacy is paramount and we will not pass your details on to any third party.

1) Shop safely online using our secure payment system
2) Your Local Stockist Contact us for the UK stockist nearest to you. If your local shop does not have One Off  Needlework kits, let us know their name and address and we will send them a catalogue.
3) By Phone  You can order and make a card payment as shown below.  It will be appreciated if you can bear in mind time differences if calling from overseas. Call or Fax your order to: (from UK) 01403 782200 // (from Overseas) 0044 1403 782200
4) By Post Post your order and payment to:

One Off,
4 Station Road, Billingshurst
West Sussex, RH14 9RE, UK

If you wish to pay by card:

We can accept Visa, Mastercard, Switch/Maestro.  Please ring 01403 782200

We will need the name and address of the card holder, card number, expiry date and the security code. We also request a phone number in case of problems processing the card.  Our policy is to process card payments on despatch of kits.  For cushion make up, we will process your card as work is nearing completion.  Your credit or debit card details will be shredded after use.

If you wish to pay by cheque:
Our local bank has now gone, so we prefer other methods of payment such as Card payment or online.  But if you still wish to pay by cheque, we can only accept £ Sterling (GBP).  Please be sure to add the correct amount for post and packing as detailed below. Failure to do so will result in delay.

Postage Rates

For the safety of our parcels, Two or more kits will be sent separately in most cases.  Europe and World-wide parcels will be tracked.
These changes necessitate price rises and as prices are being manually changed on this website, you may see some differences between one kit or another.
From now on – all kits will be sent according to the new pricing structure but you will pay only what you see when you order.

  • UK post and packing:  £3.80  for per kit;
  • European Union:   £10.00 per kit;
  • Worldwide:    £14.00 for per kit;

If for any reason we cannot despatch your kit promptly, we will let you know by email.

Wool shortages  Our wool supplies come direct from Appletons.  If they are unable to supply certain shades, we reserve the right to substitute a similar colour.  We will ensure the difference is not noticeble to you but should you wish to have two matching items bought at different times, please get in touch.

Returns policy
Returns should be within 21 days of receipt and please make sure you obtain a Proof of Posting receipt from your Post Office.
We will replace or refund the cost of the kit but not the postage unless the kit is faulty.

Returned kits must be in pristine condition and suitable for resale for a full refund.

You will not be entitled to a full refund if the kit or the packaging are damaged or contaminated by odour such as tobacco smoke.

Please do not return your kit if the only problem is missing wool. We will immediately top up any shortages of wool if you let us know the shade name, number and kit name.  We like to think our mistakes are rare, but if it happens, we will put it right.

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We are updating our Privacy Policy to comply with the new General Data Protection Regulation (GDPR)
When you order from One Off Needlework, we keep a record of your name, postal address, and if you have given them to us, your email address and phone numbers. This is so that we can efficiently process your order and any in the future.

Your security and privacy is of paramount importance and therefore, we have never passed on this data to anyone else and never will.  We keep it only for the efficient running of our business.

Very occasionally we would like to be able to send you news of new designs or catalogues, but if you would prefer us not to do that, please let us know.  
If you would rather we remove your data altogether from our records – let us know and we will do so.

Click email address: [email protected]   or phone 01403 782200.