Customer Service - Singer Machines Ltd

For sales enquires and help with a future purchase - Email support

Any parts, accessories and repair problems - Email support

Delivery, problems, shortages, warranty, and returns. - Email support

Schools, Colleges and Company orders - Email support

https://www.singermachines.co.uk

SINGER Sewing Machines

Singer Machines Ltd
217-219 Whitley Road
Whitley Bay
Tyne & Wear
NE26 2SY.
England

Tel: SALES - 0191 2525825    (International 0044 191 2525825)
       TECHNICAL - 0191 2925826
       CUSTOMER SUPPORT - 0191 252 5825

Email: support

Company Reg No: 04893249 - VAT No: 376 4408 33

We are the largest UK official authorised Singer dealer and leading mail order / online supplier. We are an independent and have been trading for over 60 years, on-line since 1999 in the most advanced computerised Singer sewing machines, spares, parts, haberdashery and supply worldwide with free UK shipping. We repair & service all makes of sewing machine through our own regional service centre and supply to the trade and Schools & Colleges. Any extended warranty, special offers or free gifts are offered by us Singer Machines Ltd.
We stock all the products we display and know the machines we sell inside out...!

All electrical products are 220/240 volts and sold for household use, unless expressly otherwise stated.

singermachines.co.uk, Singer Sewing Machines is a trading name of Singer Machines Ltd. A company registered in England & Wales No: 04893249. Registered office 217-219 Whitley Road, Whitley Bay, Tyne and Wear NE26 2SY. Every effort has been made to make shopping with us as easy as possible.

Making a purchase

This has never been easier. The price you see is the price you pay (VAT is included for UK customers). Simply browse through our extensive catalogue and when you see something you wish to purchaseclick the ADD TO CART button. You will see your order has been added to the shopping cart.

When you have finished shopping and are ready to finalise your order, you can view your shopping cart at any stage, by clicking the shopping cart Icon (top of page), change the quantity, check shipping cost, use discount code, recalculate, checkout, or continue shopping.

During checkout you will be asked to supply a few details in order for us to process your payment. You can use the helpdesk in your account area after placing an order to inform us of any special instructions.You can download our durable T&C copy at any time form your customer admin area.

If you prefer you can still phone your order to us.
Tel: 0191 2925826 (International 0044 1912925826)

20% VAT deductions

United Kingdom.
All prices are processed in GBP sterling and include 20% VAT for deliveries within the UK.

European Union & Rest of World
Orders delivered outside the United Kingdom are VAT free. 20% VAT will be deducted from the order, after you have entered you shipping destination and shipping method in the shopping cart.

All prices are processed in GBP sterling.
You may have to pay local tax or import duty before you receive a parcel. We are not responsible for paying your import duty or your local taxes.

Payment Security

We accept all major credit and debit cards: Visa, Delta, Electron, Maestro, Switch, Solo, Mastercard and American Express. The latter requires a phone call to Tele sales.

We are PCI DSS compliant and take security very seriously and make shopping online as safe as shopping in our stores.Credit card transactions are encoded using SSL for your security, so you can feel confident sending this information online. SSL (Secure Socket Layer) is the Industry-standard data encryption protocol.

New security checks like the card signature code have recently been introduced to protect your credit card details. You must make sure that you give us the full card holders name, plus the full address at which the credit card is registered to. If you require the delivery to an alternative address, further bank verification is required and may delay the dispatch of your purchase.

We may ask you for a Transaction Authorisation Code. A Transaction Authorisation Code is a six digit authorisation for a specific transaction. This code is known to us and your bank. If asked you may need to contact your bank to acquire the Authorisation Code specific to the transaction date and amount.

As well as being PCI DSS compliant ourselves, our card processing partners (who are level 1 PCI DSS) use a range of fraud screening methods, such as Strong Customer Authentication (SCA), IP address blocking , 3D Secure, 3DSv2 and follow the Payment Services Directive (PSD2) among others.

Delivery

For shipping policy please read the delivery information.

Returns

For returns please read the returns information.

Warranty

For Warranty information please read the warranty information.

Insurance Quotes

We work with major insurance companies and loss adjusters and are happy to quote to for this business.

Schools, Colleges & Large Organisations

We supply worldwide and throughout the UK.
Forward to us an official requisition form and we will send your order and invoice at time of despatch.

Faulty products - Sale of Goods Act rights

You also have rights under the Sale of Goods Act for repair, replacement or refund of faulty goods. This applies to all goods but excludes accidental damage or faults arising from misuse or normal wear and tear. Please contact Customer Services and they will advise on the best way to deal with any products that are considered to be faulty.

Copyright & Intellectual Property

Embroidery Designs

Permission denied: You may not resell, give away, trade, rent, or otherwise distribute the original or modified versions of any machine embroidery designs in electronic format.

Permission granted: You may embroider the designs and sell as many of the sewn products as you wish.
However please note: Manufacturers of CD's and memory cards may have other restrictions as to their use.

Website Content

Please do not copy our wording and descriptions (learn about the products you sell yourself!). Many images used on this website belong solely to us. You do not have permission to use our images. You do not have permission to use text or wording from our database. The cost for using an image belonging to our company is £100 per image per year (minimum 1 year term) - If you are in any doubt, do not copy our content!

General

Our Website content and features can only be used for ‘personal and informational’ purposes by the customer. Otherwise, any kind of reproduction without our permission is strictly prohibited. We have a copyright notice at the bottom of every page.

Part Exchange

Your old sewing machine, overlocker or steam press is worth up to £150. From time to time we offer the opportunity to trade-in your old sewing machine, overlocker or steam press as part payment towards a new model. Part Exchange is available only for the uk customer when purchasing selected products. Once you have selected the option which best describes your trade-in, its value will be deducted from the product price. Proceed to shopping cart as normal. Please make sure that within 30 days you have posted the item.

Ex Display, Rebox, A-Grade

We stock a wide range of Ex Display & Refurbished Sewing, Embroidery, Overlock and Coverstitch Machines.
All of our Ex Display, Rebox & A-Grade stock are checked/tested thoroughly by engineers and include warranties of varying lengths. The lower price indicates the visual aspects are not the same as a new model.

Ex Display - This is a machine that has been on display in our showroom, original box with accessories and we honor the full manufacturers warranty.
Rebox - This is a machine that has been delivered to a customer and has been opened, usually these have never been used. Re boxed in the original box or a plain box with packaging. We offer these with the full manufacturers warranty.
A Grade - This is a refurbished model direct from the manufacture, supplied complete in the box with all accessories including the full manufacturers warranty.

GDPR & Your Privacy

Singer Machines Ltd is your data controller. We are committed to protecting the privacy of those using our secure website and the confidentiality of the personal information which our customers provide us with.

Personal information we collect: Only the information we need. We will ask for name, email address, billing address, delivery address, contact number and credit card details if required. Cookies are used to gather other information (e.g. your IP address, browser type and how you use our website.)

Reviews or testimonials we collect: When you leave a review, comment or testimonial on this website, we may show your comments on our web pages.

How we use your personal information: For administrative and business purposes. To allow us to fulfil your order efficiently. For communicating directly with you, relating to information, updates and order changes or to obtain product feedback. We keep access to your personal information to the minimum, subject to confidentiality restrictions, and on an anonymous basis wherever possible. We will never sell personal information.

Disclosure of your personal information to third parties: Only to the extent necessary to run our business, fulfil orders and share personal information with third parties. (e.g. Delivery Companies and Sage Pay)

How long we retain your personal information: For no longer than necessary, taking into account any legal obligations we have to maintain accountancy records, vat and tax purposes, which is usually seven years. For email enquires usually one year. Data collected when our customers register for an extended warranty within the 30 days registration period, is deleted after the 60th day. It becomes the customer’s responsibility to keep their own records.

How we secure your personal information: Using appropriate technical and organisational measures such as storing your personal information on secure servers, encrypting transfers of data to or from our servers, encrypting payments on our site via the highest level Transport Layer Security (TLS)

Use of cookies: We use technology such as cookies to track your order through the secure shopping cart. The information we collect is to ensure that orders are processed smoothly.

Your rights in relation to your personal information: You have the following rights in relation to your personal information, which you can exercise at any time, by writing to us at the address or email at the top of this page.

• to access your personal information and to be informed about its use.
• to correct your personal information.
• to have your personal information deleted.
• to restrict the use of your personal information.
• to object to the use of your personal information.
• to complain to a supervisory authority.
• to withdraw your consent to the use of your personal information.

You can access, delete or update your personal information at any time by logging in to your customer account and adding the text “anonymous” to the relevant name, address, email and telephone fields. (Remember, if you do so we will not be able to deliver your order..!)

Where you request access to personal information, we are required by law to use all reasonable measures to verify your identity before doing so.

Further information can on your rights in relation to the General Data Protection Regulation (GDPR) we adhere to can be found by following these links (opens in a new page)
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
https://ec.europa.eu/info/law/law-topic/data-protection_en

If you have any questions/comments about privacy, you should email us.

Cookies

Cookies are data files that are sent between our web server and your web browser to recognise a particular user’s device when the user accesses our website.
Cookies are used for a range of different purposes, such as customising a website for a particular user, helping a user navigate a website, improving the user’s website experience and storing the user’s preferences.
We use first party and third party cookies on our website.
We use essential cookies for the following purposes on our website:
to administer our website and communicate with users.
• to ensure our website functions properly when you interact with it.
• to improve our website, including its usability, functionality, content and user experience.
• for storing information about your shopping cart and the items you have placed in it.
• for processing payments for goods and services you purchase on or via our website.
• for logging into your user account areas or accessing other secure areas of our website.
• for analytics to track and gather data about what a user does on a website.

Here is an example of the cookies we often use on our website for the reasons above...
FORM_KEY -Stores randomly generated key used to prevent forged requests.
PHPSESSID -Your session ID on the server.
GUEST-VIEW -Allows guests to view and edit their orders.
PERSISTENT_SHOPPING_CART -A link to information about your cart and viewing history, if you have asked for this.
STF -Information on products you have emailed to friends.
STORE -The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE -Indicates whether a customer allowed to use cookies.
MAGE-CACHE-SESSID -Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE -Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE-SECTION-INVALIDATION -Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-TIMEOUT -Facilitates caching of content on the browser to make pages load faster.
SECTION-DATA-IDS -Facilitates caching of content on the browser to make pages load faster.
PRIVATE_CONTENT_VERSION -Facilitates caching of content on the browser to make pages load faster.
X-MAGENTO-VARY -Facilitates caching of content on the server to make pages load faster.
MAGE-TRANSLATION-FILE-VERSION -Facilitates translation of content to other languages.
MAGE-TRANSLATION-STORAGE -Facilitates translation of content to other languages.
GOBOT -Facilitates live chat.
RECENTLY-VIEWED -Facilitates displaying content to you.
RECENTLY-COMPARED -Facilitates displaying content to you.

To accept cookies, just keep using our website. To reject cookies from your browser, see the information below to change the settings of your browser.
Google Chrome: https://support.google.com/chrome
Mozilla Firefox: https://support.mozilla.org
Microsoft Internet Explorer: https://support.microsoft.com
Google Analytics http://tools.google.com/dlpage/gaoptout
Apple Safari: https://support.apple.com

General Customer Information

We aim to provide the highest level of customer service at all times. You should direct any customer service enquiries to customer services at the above telephone numbers. Lines are open 6 days a week from 9am to 5pm. Any email queries will be handled promptly. If your query is related to an order, please quote your order ID at the top of your invoice.

If you feel our service would benefit from improvement, please email us with your comments.

We cannot accept any responsibility for any errors relating to prices, estimates, descriptions or specification. They are given as a guide and may change due to circumstances beyond our control. As soon as we are made aware of errors we will amend them.

From time to time when you make a purchase, free gifts may be included. By buying the product you are accepting the gift as part of the sale. These gifts may sometimes change slightly in specification from the images on the web site. If you do not want these gifts please inform us before purchase.

When you receive confirmation of an order from us it is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order and hence a contract between us when we send you an email to notify you that your order has been processed and sent.

The warranty on Janome products supplied from the UK, only applies within those territories. We are unable to supply Janome products outside the UK and Ireland. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

Recycling and the WEEE Directive

What is WEEE? The objective of Waste Electrical and Electronic Equipment policy is to specify details and procedures for the safe disposal of WEEE. The UK WEEE regulations require that businesses involved in the supply of electrical equipment take an active roll in its collection and recycling.
Any product not marked with the WEEE logo should be disposed of in normal waste streams as per current practice. Any product marked with the WEEE logo should be separated from other waste streams to ensure that it can be recycled in an environmentally sound manner.
Where can I recycle my electrical goods? Not all council sites are suitable to collect all types of waste electrical goods, so to find out your nearest participating site (including other collection facilities that may not be operated by the council) visit Recycle-more's Bank Locator and enter your postcode. Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. For example, if a customer bought a new EEE item from us, we would accept their old EEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their like-for-like EEE item to us within 28 days of purchasing their new item.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Recycling reduces the environmental and health risks associated with sending electrical goods to landfill.
Where can I learn more? Find out how to minimise your effect on the environment by visiting www.recycle-more.co.uk. Locate your nearest recycling facilities for electrical waste with the recycle-more.co.uk bank locator, which includes an easy to use interactive mapping system.

Our Terms & Conditions and the UK law

The Distance Selling regulations no longer apply in UK law. We operate our business in accordance with Consumer Rights Act 2015 and to the Consumer Contracts regulations which came in to effect June 2014.

You have the opportunity to read our Terms and Conditions before purchasing.

Also a link to the page that you are reading now can be found after placing an order in your account area, and is always available for you to read and print.

We email customers when we despatch an order. This email includes our terms and conditions. If our email is not returned it will be deemed that it has been received. Both Email and this PDF file in your customer area are regarded as a durable medium since they can not be altered once they have been downloaded or sent to you.

If you have any questions or queries regarding any aspect of our policies please email us or use the online form on our contact us page.

Complaints Process

If there's something you're not happy with, we'd like to be informed so we can resolve your issues.
Complaint handling and dispute resolution process

Please contact us as soon as possible.
You can contact our Customer Service Team who are here to help and they will try to provide a suitable solution.
Upon receipt of your complaint, we will contact you in 3 working days to resolve your issue.
Our customer Service Team will ask you to provide any relevant information which helps us identify the issue you have with your product.

Escalating the complaint
If you're not happy with the resolution of the complaint, please speak to the person handling your complaint and they will discuss and explain the reasons for the resolution reached.
If you wish for your complaint to receive further review, please email us or contact us in writing at the address above.
If you are still unhappy after further escalation and your item has been ordered via Novuna Personal Finance you can also contact Novuna directly to discuss the matter further.