Sewing machine FAQs | Direct Sewing Machines

Terms and Conditions

POSTAGE AND PACKAGING / DELIVERY

Free delivery over £35.00

- Standard delivery 2-3 working days - (excludes selected Horn products, Jack and industrial machines), to UK mainland addresses.

Orders below £35.00 - postage charge is £4.99

- Sent as standard delivery 2- 3 working days - (excludes selected Horn products, Jack and Industrial machines), to UK mainland addressess.

Click and Collect - Free

Collection is from our Bristol Showroom. Select 'Pick up at Store' at checkout for click and collect. An email will be sent when the order is ready for collection.

Guaranteed next day delivery Monday to Friday only, charged at £10.00 per parcel. Orders must be placed before 12pm, for delivery the following day. Orders placed on a Friday will be delivered on Monday. (excludes Bank Holidays and weekends).

Horn Sewing Furniture - There may be an extra charge on Horn Cabinets to outlying areas. Please ring 0117 977 8216 for details.

All domestic sewing machines and overlockers are delivered free of charge.

Industrial sewing machines, carry a delivery charge depending on your location. Please contact us for exact details.

We always try to post all orders on the same day.

Standard delivery orders placed after close of business that day will be posted the following day subject to stock availability.

Standard delivery orders placed from Friday noon onwards or during the weekend will be sent Monday am (excluding Bank Holidays).

Guaranteed next day delivery is available Monday to Friday only at an extra charge of £10.00 per parcel. Orders must be placed before 1pm, for delivery the following day. Orders placed on a Friday will be delivered on Monday. (excludes Bank Holidays and weekends).

We use professional couriers for large items such as machine etc (2 - 3, working days) and Royal Mail for smaller packages (2-3 working days).

The customer will be informed of delivery time slot via courier.

We cannot be held responsible for delays out of our control ie: bad weather, busy roads, accidents, increase in post/deliveries at Christmas etc.

Effective from 1st May 2024

FREE Lesson/s - with purchase of new machine (excluding secondhand and ex-display)

Lesson/s valid for 6 months from date of purchase.

- If possible, bring your machine to the lesson. The tutor will teach on our demo model and you use your machine.

- In store lessons will be limited to 1 hour time slots.

Free lessons are available on selected models as described below:

1. Machines up to £390.00 – Video online tutorials accessed via QR code

2. Machines from £390.00 – £999.00 - One x 1 hour lesson given

3. Machines from £999.00 - Two x 1 hour lessons given

4. Any software purchased – Two x 1 hour lesson given

5. 20% off any further one to one lesson/s- when booked within 6 month from date of purchase, there after full price ( see overleaf).

-NB - Lesson/s run for allotted time booked. Arriving late results in a shorter lesson, ie:- lesson 10.00-11.00, arrive at 10.15, lesson finishes at 11.00.

- Lesson/s can be arranged via zoom and are limited to 30-minute time slots. An email address will be required for zoom lessons.

- Lesson/s must be pre-booked, subject to availability which can vary during busy times.

- It is the customers responsibility to retain all proof of purchase.

- All lessons are taught on a one to one basis.

- Free lessons are during shop hours, between Monday and Saturday.

CANCELLATION

• Up to 24 hours before lesson – customer can cancel and the lesson will be transferred to a later date. This transfer of lesson must be within the year of purchase.

• Cancel on day of lesson – customer will forfeit lesson and it will NOT be transferred to another date.

• By Direct Sewing Machines Ltd – either prior to or on the day, the lesson will be transferred to another date.

• Failure to Attend – customer will forfeit lesson and it will NOT be transferred to another date.

• We reserve the right to withdraw free lessons or amend conditions at any time.

Paid Lesson/s - One to one

- Our tutors guide you through a sewing project or getting to learn what your machine and accessories can do.

- We believe in teaching you on your own machine, no matter the age or level of machine, even if you no longer have the manual.

- No expiry date on lesson/s – If you need to cancel, we can re-arrange for a later date.

- Bring machine to the lesson, make sure there is foot pedal, lead, bobbin and bobbin case.

- Any machine must be in safe working order – ie: it forms a stitch and sews.

- Face to face lessons are limited to 1 hour at a time.

- NB – Lesson/s run for allotted time booked. Arriving late results in a shorter lesson, ie:- lesson 10.00-11.00, arrive at 10.15 the lesson will finish at 11.00.

- Lessons are pre-booked, subject to availability. (Can vary during busy times of the year such as Christmas). Ring 0117 977 8216 to book.

- Payment is taking at time of booking

- Purchase blocks of time and save. Use the lesson when you need to, subject to availability.

- Available face to face in store or via Zoom or a mixture of both. (Need to be stated at time of booking, an email address is required for Zoom).

- NB - Zoom lesson are limited into 30 minute time slots. An email address is required.

In Store Lessons

- 30 minute lesson - £15.00

– 1 x 1 hour lesson - £30.00

– 2 x 1 hour lesson - £55.00

– 4 x 1 hour lesson - £110.00

– 6 x 1 hour lesson - £165.00

Zoom lessons

- 30 minute lesson - £15.00

- 2 x 30 minute lesson - £30.00

- 4 x 30 minute lesson - £55.00

- 8 x 30 minute lessons - £110.00

- 12 x 30 minute lessons - £165.00

CANCELLATION

• Customer cancels – either prior or on the day, the lesson can be transferred to another date.

• By Direct Sewing Machines Ltd – either prior to or on the day, the lesson will be transferred to another date.

• We reserve the right to withdraw paid lessons or amend conditions at any time.

GUARANTEE / DAMAGED OR FAULTY GOODS

All our new machines come with standard manufactures' guarantee which are included with each machine.

Standard manufacture guarantee is 2 years on domestic machines and 1 year on industrial machines, some guarantees can be extended, but may require registration and in some cases payment.

Janome

Warranty 2 year as standard.

Bernina UK

Currently offering up to 7 years guarantee on sewing machines. (see individual product ). Overlockers are excluded from this guarantee offer.

Pfaff

Warranty extendend to 5 year upon purchase.

What is covered - genuine machine faults as per manufacturers' guarantee.

What is NOT covered - None of the manufacturer guarantees covers misuse, user error, neglect and wilful damage. Repairs caused by overuse or repairs made necessary by commercial use are also not covered, for domestic machines.

Industrial machine guarantees are a back to base guarantee ie you must return them to our premises .

Industrial machines - Call outs are charged at £35.00 per hour we are away from the shop . We only cover a 30 mile radius from BS4 5PF

Consumable items - just as with other products, consumable items are not covered. These include belts, bulbs, needles, bobbins, bobbin cases, built in needle threader and throatplate etc as written on the manufactures' guarantee documents. Certain mechanical issues like timing are also not covered.

It is known that most issues with sewing machines and overlockers are down to user error. We recommend that if you experience any problems to ring or email us for help and advice, as many issues can be sorted over the phone or by email. When you contact us we will require proof of purchase.

It is the customer's responsibility to retain all proof of purchase.

If on contacting us we need to see your machine, we will provide free collection in UK mainland for a two year period, providing that the problem is due to a manufacturers fault and not user error. This does not affect your statutory consumer rights.

If when inspected, the returned machine has a manufacturers fault due to no fault of the user and any parts covered by the guarantee, then the work will be carried out under guarantee with no charge to the customer.

If we find the fault is due to misuse or user error or neglect then a charge will apply to fix the problem, including any parts, labour, collection and re-delivery charges. Any charges need to be paid for before a machine is returned to a customer.

The customer must notify us of damaged delivery items within 24 hours of delivery.

The customer must notify us of any faulty items within 3 days of delivery.

Inspection of machines returned to us may take up to 14 days, in some cases machines may need to be sent back to the manufacturer. We endeavour to carry out any guarantee repairs as quickly as possible and we will keep the customer informed throughout.

Delivery / Collection - The customer will need to be at home throughout the day, the couriers we use are unable to give a specific time for delivery or collection.

Deliveries / collection delayed due to weather, accidents, strikes, Christmas, busy times of year etc are out of our control and we are not held responsible.

All our guarantee conditions require that machines brought from us are used for domestic/home use only. This does not cover consumable items like needles, needle threaders, light bulbs, bobbins, bobbin cases, blades and loopers as per manufacturers' guarantee.

If you feel you have a problem please contact us first as we can usually resolve any issues over the phone. Helpline 0117 9778216

YOU MUST RETAIN ALL ORIGINAL PACKAGING. Just in case your machine needs to be returned. It is not our responsibility for damage caused by badly packaged machines. In most cases we are able to supply correct packaging at a cost.

Our liability for loss or damage is limited to a sum equal to the amount paid for the item.

CANCELLATIONS AND RETURNS

Under the United Kingdom's Distance Selling Regulations, if you receive goods, after purchasing via the internet or mail order and then have simply changed your mind about purchasing them, you may return the goods to us for a full credit, subject to the following conditions:-

The item is in original condition unopened and unused (e.g. as it was delivered to you)

You inform us of your desire to cancel within 14 days from purchase of the item.

Goods are returned within 14 working days of purchase.

You pay the return delivery charges (We can arrange safe collection of domestic machines in its original packaging, but this cost will be deducted from refund).

A credit is given within 14 days of safe return of goods.

PRODUCT INFORMATION

All prices include VAT at 20%

RE-CONDITIONED (Secondhand) Machines

Re-conditioned machines come fully serviced with a 1 year guarantee and can only be collected from the retail shop.

Re-conditioned machines are excluded from the free lesson offer.

Re-conditioned machines are sold as seen. Accessories may differ from that stated as standard with the machine within the manual. Machines are priced accordingly to reflect any missing accessories, manuals or covers.

EX-DEMONSTRATION MACHINES

Ex-demonstration machines are those that have been on display in the retail shop or window. They come fully serviced with either a 2 year guarantee or the remainder of the guarantee if longer than 2 years. This would be stated in the ex-demonstration product description.

Ex-demonstration machines are excluded from the free lesson offer.

JANOME BRAND

We are unable to supply JANOME branded products outside the UK and Ireland. The warranty on JANOME products supplied from the UK only applies within those territories.

Workshops / Masterclasses Terms and Conditions

Bookings

Bookings can be made online, over the phone or in our showroom.

Payment

Payment is required at time of booking to secure your place.

Cancellation

Attendee cancels:-

1. Over 10 clear days before workshop / masterclass. A full refund will be issued or rebook onto another date.

2. Under 10 clear days before workshop / masterclass. No refund.

Direct Sewing Machine Ltd cancels:- A full refund will be issued, or moved to an alternative date. Please note – We are not responsible for any consequential costs.

Using own Equipment

We encourage you to bring your own machine. However the following must apply:-

1. Must be in operational working order. (This means the machine must be able to form stitches) – if purchased second hand or given a non new machine, it is recommended that it is serviced prior to attending.

2. Make sure to bring foot control pedal / power lead / manual and accessories for the machine.

3. You will need to bring a basic sewing kit, scissors etc. Any specific equipment will be described for the individual workshop / masterclass.

PLEASE NOTE – Refunds will not given if the attendee is unable to continue with the workshop / masterclass due to non-operational machines.

Attendance / Timings

All workshop / masterclasses will start on time and finish on time. We are unable to overrun sessions to accommodate late arrivals.

Please be kind and respectful to both out tutors and fellow attendees.

Completion of projects

We endeavour to build into the workshop / masterclasses time for the attendee to complete the project or samples. The amount of work completed during a workshop / masterclass may depend on the amount of experience and pace of work.

Lost or Damaged Property

Direct Sewing Machines Ltd are not responsible for attendee’s lost of damaged property.

Photography

We may during a workshop / masterclass take photos or videos of the session and / or attendees work. These images / videos may be used online and in other places for marketing purposes.

Please let the tutor know if you don’t want your image shown.

To Which Products Does This Warranty Apply

this warranty applies to the machine and accessories (jointly referred to in this document as "this product"), with the exception of

1. Needles, light bulbs, presser feet, bobbins, blades, tools and embroidery frames

2. Other parts that need to be be regularly maintained, filled or replaced and that are subject to normal wear and tear (including, but not limited to, bobbin cases, needle plates, belts and needle threaders and brackets)

3. Consumables items

4. Products used prior to purchase, demonstration models and reconditioned products. However, the warranty does apply to products reconditioned by Brother itself.

When Does this Warranty Not Apply

This warranty does not apply to:

1. Material damage caused by external influences on this product

2. Damage caused by incorrect installation, incorrect or inappropiate use, misuse, negligence or accident (including, but not limited to, the transport of this product without proper preparation or packaging); and

3. Damage caused by other non-Brother devices or programmes used together with this product (including, but not limited to, the use of consumables items and accessory items).

4. This warranty shall become INVALID if this product is altered in any way (including, but not limited to, as a result of attempted warranty repairs without Brother's authorisation or alteration or removal of the serial number).

How Lonmg Is This Warranty Valid

This warranty shall be valid for 3 years from the date of purchase, with the exception of Skitch PP1, which has a 2 Year warranty.

For selected premium products such as the Aveneer EV-1, Innov-is XP1 & XP3 and Innov-is Stellaire models XE1, XJ1, XE2, and XJ2, we provide a 5 Year warranty.

If the machine is for commercial use, the Warranty shall be valid for only 1 year from the date of purchase.

Frequently Asked Questions (FAQ'S)

What is PayPal Credit?

PayPal Credit is like a credit card, without the plastic. It’s a credit limit that’s attached to your PayPal account which you can use for your online purchases.
How do I apply?

At Checkout, choose - log in to your PayPal account. Select 'PayPal Credit' as payment option. Complete the short application form which only takes a few minutes. PayPal will run a credit check and if approved, the credit limit is linked to your PayPal account as soon as you accept the Credit Agreement.
How much interest will I pay?

Every time you spend between £99 and £299 with PayPal Credit, you will automatically get 0% interest for 4 months on that purchase.* Plus, if you want to spread the cost of your purchases over longer than 4 months, you will be charged at the standard variable rate of interest (currently 21.9% PayPal for current interest rate) after the interest free period has ended. * The minimum payment due still applies to 0% offer balances. Any remaining balance due after the 4-month promotional period will be charged interest at 21.9% p.a. (variable). In order to maintain the 0% offer, you need to keep up monthly repayments and stay within your credit limit.
What do I do if my application is unsuccessful?

If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase
Who can apply?

• You must be a UK Resident aged 18 years or older • You must have a good credit history • You must have not recently been declared bankrupt Go to your PayPal account for further information.
What are your business hours?

Our Bristol shop is open Monday - Friday 9.30 am - 5.30 pm and Saturday 9.30 am - 4.00 pm. Our online store is open 7 days a week, 24 hours a day.
Do you do repairs and services on machines?

Yes we do. Bring the machine into our Bristol shop, leave it with us and our technician will go through the machine, and then issue you with a FREE quote. Once you have accepted the quote the work will be carried out. Choose not to have the work or the machine is unrepairable, just come and collect it.
Do you take part exchanges?

Yes we do. We will need to look at your machine, so just it bring along to the shop, along with any accessories, lead and foot pedal, manual and case, if you have them. Once you have chosen a new machine, the part exchange amount will then be taken off the price of the new one.
Can't find what I'm looking for on your website?

If you can't find what you are looking for, please email us, message via Facebook or Instagram or ring the shop on 0117 977 8216.
Can I park outside the shop?

There is parking right outside the showroom. We are more than happy to lift machines in and out to your vehicle.
Can I have a demonstration on a machine?

We have over 50 different machines on demonstration in our Bristol shop. If you want to have a demonstration then just pop along to the shop, no need to book a time. There is always someone here to show the machines. Some machines available on the website are to order only and not available for instore demonstration. This will be stated on the relevant product. Not able to visit the store? No problem, we can demonstrate machine via Zoom. Please ring to book a time.
What if I find it cheaper else where?

If you find the same model of machine cheaper elsewhere, please contact via phone, email or Facebook messenger. We only price match before or during the sale as machine prices can change due to offers etc. We will where possible price match, but we will need proof, either a link to a website or advertised price.
Delivery

Orders over £ 20.00 - standard delivery 2-3 working days - FREE (excluding selected Horn products and industrial machines), to UK mainland addresses. Allow 2-3 working days for delivery. Guaranteed next day delivery Monday to Friday only - charged at £10.00. Orders must be placed before 12pm, for delivery the following day. Orders placed on a Friday will be delivered on Monday. (excludes Bank Holidays and weekends). Orders below £20.00 - charged at a flat rate of £4.99 Horn Sewing Furniture - There may be an extra charge on Horn Cabinets to outlying areas. Please ring 0117 977 8216 for details. All domestic sewing machines and overlockers are delivered free of charge. Delivery charge on industrial machines - dependent on location. Please contact us for exact details. We always try to post all orders on the same day. Standard delivery orders placed after close of business that day will be posted the following day subject to stock availability. Standard delivery orders placed from Friday noon onwards or during the weekend will be sent Monday am (excluding Bank Holidays). Guaranteed next day delivery is available Monday to Friday only at an extra charge of £10.00. Orders must be placed before 12pm, for delivery the following day. Orders placed on a Friday will be delivered on Monday. (excludes Bank Holidays and weekends). We use professional couriers for large items such as machine etc ( 2 - 3, working days) and Royal Mail for smaller packages (2-3 working days). The customer will be informed of delivery time slot via courier. We cannot be held responsible for delays out of our control ie: bad weather, busy roads, accidents, increase in post/deliveries at Christmas etc.
How long are the guarantees on machines?

All our new machines come with standard manufacturers' guarantee which are included with each machine. Standard manufacturer guarantee is 2 years, some guarantees can be extended, but may require registration and in some cases payment. Bernina UK are currently offering up to 7 years guarantee on sewing machines. (see individual product ). Overlockers are excluded from this guarantee offer. All guarantees and what's included in them, are subject to individual manufacturers' terms and conditions.
Payment method

We take all major credit and debit cards, as well as Paypal, both within our shop and online. Finance is available including 0% on selected make and models of machines. For more infomation - click here

Everything you need to know can be found here. To arrange a quote, call Direct Sewing Machines in Bristol on

0117 205 0916

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Frequently Asked Questions (FAQ'S)

Everything you need to know can be found here. To arrange a quote, call Direct Sewing Machines in Bristol on

0117 205 0916

Shop Online

Machines By Brand

Machines By Type

Feet and Accessories

Machine Needles

Sewing Trolley | Bags

Haberdashery

Threads

How to Find Us

Shop Hours

Terms and Conditions

Frequently Asked Questions (FAQ'S)

Everything you need to know can be found here. To arrange a quote, call Direct Sewing Machines in Bristol on 0117 205 0916

Everything you need to know can be found here. To arrange a quote, call Direct Sewing Machines in Bristol on

0117 205 0916