Below are the answers to some questions we get asked frequently. If you cannot find the answer to your question, please contact us.
This means that the payment for the order was not completed successfully. This could have been because of an interruption in the connection or a problem with the card processor. It may also have been because you cancelled the payment or hit the ‘back’ button before the transaction was completed.
If your web browser is not up to date then this may also affect whether the order is fully processed.
We will see that you tried to place an order and will do our best to contact you. However, if you wish to receive the order, please get in touch by email and we will manually invoice you electronically – you can pay online by card in the normal way.
Because passwords are encrypted, we cannot tell you what your password is. You can reset it, however, by using the ‘Forgot your password?’ link on any log in page. You will be asked to enter the email address you registered with the site and then you will be sent a verification code to enter at the next stage.
You will then be asked to enter your Username (not email address) and the verification code before entering your new password.
Check your spam folder for the verification code email.
Make sure you are entering your Username rather than your email address where requested. If you have forgotten your Username, use the ‘Forgot your username?’ link on any log in page.
Also, don’t try to retype the verification code. It is a long string of numbers and letters and it’s easy to make a mistake. Always copy and paste it from the email you are sent.
Yes, we offer worldwide shipping. Enter your details at the checkout and the cost will be calculated from your address before you pay.
Note for overseas customers: All commercial orders will be subject to VAT (sales tax) and duty when they arrive in the receiving country. As the customer, you will be required to pay these plus a possible customs handling fee before your goods will be delivered.
The exact amount and whether or not you will need to pay depends on the regulations in your own country. Please check this before placing your order.
If you do not pay the customs charges, the consignment may either be returned to the seller, Jo Butcher Embroidery, or even destroyed. If your order is returned to us, although we can refund you for the order* if we incur a fee for the failed delivery this will be charged to the customer.
*Commissions or customised products cannot be refunded.
Some items will be restocked and some pictures can be made to order. Please contact us using the form on the Contact page.
Our office hours are Monday to Friday, 9.00am to 5.00pm.
You can contact us any time by email but replies will only be sent during office hours.