Terms and Conditions
Orders can be made through the website and we accept all major bank cards both Credit and Debit, VISA, MASTERCARD, Switch we do not accept AMEX.
We accept orders placed on the website and wholesale orders via email, all wholesale orders must be paid by bank transfer or payment can be accepted over the telephone. We will provide an invoice for the full cost.
We have individual terms and conditions for retreats, courses and classes which the links can be found down below.
RETREATS AND COURSES
The Retreats do have there own individual terms and conditions, a direct link will be available on the product.
Terms and conditions and cancellation policy
All bookings must be paid in full to secure your place. Please ensure that you can attend before booking. If you have booked a short course or to join one of our regular classes please see their individual T & C’s on the links below
All retreats are subject to the terms and conditions and cancellation fees, it is your responsibility to read these, at the time of booking on the web you will tick a box to say that you have agreed to what is set out.
We do not provide insurance for our retreats we do however strongly recommend that you look for insurance to cover the cost of your stay, to protect you in the event of sickness, travel problem etc
We do not provide and cannot recommend any insurance companies for retreats or courses.
Day and short courses terms and conditions
Regular classes Terms and Conditions
GDPR - Data Protection
For information on how we use your data please click here GDPR – Data Protection
All goods are sent 1st Class tracked by Royal Mail
Most orders are shipped within 2 – 5 working days however please allow up to 10 working days of receipt of your order.
Orders over the value of £15 are sent using Royal Mail’s tracked service, you will receive an email to the email address provided on your order which will give you a tracking number, if you provide a mobile number you will also receive a notifications on when your package is likely to be delivered. Royal mail will also take a photograph on delivery.
Items sent with this tracked service are insured on the very rare occasion that a package is lost in the postal system, you will need to register this with Royal mail directly and follow their procedures and timescales. We do not automatically process refunds. We do offer the alternative option of courier if you prefer (this does not guarantee a quicker service).
Postage is charged on a sliding scale and will be automatically calculated and added to your order at the checkout.
Our post days are Tuesdays and Thursdays – depending how busy we are we occasionally post on a Friday
*working days is Monday to Friday
Books and Fabrics
Please be aware that books and some fabrics postage is worked out by weight and covers the amount of postage via Royal mail standard post.
All weight postage is STANDARD post but the option of courier is available (tracked and signed maybe available for overseas orders). We may occasionally send goods via courier at our discretion this is not guaranteed unless the courier option is chosen at checkout.
The system will automatically calculate postage when weight is taken into account.
Full Postage rates and postage and more detailed terms and conditions can be found by clicking HERE
This is only available for UK orders, however exclusions do apply for specialist items such as Advent Calendars and leather skins where we will charge a flat rate due to the size and weight of the item.
Where postage is charged for UK orders when over £80 this will be due to there being an item that does not qualify for free postage in your order.
All orders overseas are charged on a sliding rate based on Royal Mail rates we recommended items to be sent via a tracked or signed service stated above.
We (Golden Hinde) will not be responsible for any loss beyond the UK’s national borders, any orders placed using International standard post are at customers own risk We cannot refund any postage paid.
We are now able to offer International tracked and signed. (Please note that this service is not available in every country, it is determined by Royal Mail). If we are able to offer this service for your country the option will be available for you to choose. International Tracked and Signed packages will be insured for up to £250* If your order is over £20 we strongly advise that you choose Tracked and signed as once the package leaves the UK we will not be responsible for any loss beyond the UK’s national borders. Parcels are only tracked to UK borders until picked up by your countries postal service where it enters their tracking service. We would need to wait 28 working days to be able to log a package as lost with the Royal mail
Where international tracked and signed is not available we offer International Tracked or International Signed
* we would need proof of damage or loss within 24hrs of item being signed for to make a claim, this would be with the Royal mail and can take up to 4 weeks to be resolved.
All Overseas orders are sent international standard 1st class unless another option is chosen.
We endeavour to post items within 10 working* days of receipt of an order, but delivery can take up to an additional working* 5 – 10 days dependent on country.
Please include an e-mail address and telephone number in case of queries regarding your order.
*working days Monday – Friday
Please note that we do process all orders in date and time of receipt regardless of size or £ amount. If your order is urgent please e-mail us directly and we will do all we can to send your order quickly.
If package is not received in line with the above, we can contact the local postal service after 28 working days in line with the postal services terms and conditions. (this gives the parcel chance to either be delivered or returned to sender.)
Please ensure that the correct and full delivery address is given, if parcel is returned due to incorrect address being provided then we reserve the rights to charge postage costs to resend.
Books and Fabrics
Please be aware that books and some fabrics postage is worked out by weight and covers the amount of postage via Royal mail .
The system will automatically calculate postage when weight is taken into account more details can be found HERE
International Tracked and Signed
Posting Items by weight
Due to weight certain items do need to be sent via courier i.e multiple books. As a result for worldwide packages this would be at courier cost. If standard post is chosen but the weight requires us to send via courier we reserve the right to charge the difference in cost.
International Lost post
Claims for lost post
Courier service for International orders
We can now offer a courier service worldwide, our preferred carrier is DPD but this may differ from country to country. All items sent by courier are tracked and must be signed for.
Courier postage is charged on a sliding scale dependent on country.
Please note that choosing courier DOES NOT guarantee next day delivery, it does also depend on country to how quick items are delivered. when we book couriers they collect the following day and we need to ensure someone is in the office for collection by the courier.
All orders (where the preferred method of delivery chosen is courier) will still be processed in date order.
Please note that when we book the courier we will give contact details (e-mail address, telephone number) so that confirmation will be sent including updates regarding your package and tracking details, this will also allow them to contact you directly if any delays. We are unable to book a courier without these details. If you do not want us to share this information with the courier please let us know as soon as possible.
Your information will not be shared with any other third parties.
We do offer courier for UK orders however Royal mail in many cases would be just as quick and in most cases quicker, if you do want to use a courier for delivery in the UK, the above details will apply. Please note that Courier for the UK is NOT next day delivery
We reserve the right to refuse delivery of part or all of an order, in which case, part or all of any payment received will be refunded.
You, the customer will be responsible for any customs and/or import duties and fees that are payable, Golden Hinde will not cover any of these charges. If an item is returned to us and we are charged we will not refund this amount. When a courier charges for a returned package this is usually due to the lack of communication from the receiver to confirm customs details. The payment of customs charges is your (the customers) responsibility not Golden Hinde’s. We also hold the right to charge a restocking fee of £50 – £100 dependent on the amount of items in the package, this is due to the time taken to sort through a package and restock and in some cases the need to re-package items.
Any additional Payments requested due to increased costs for courier can be paid via bank transfer or payment with all major cards (except AMEX) over the telephone)
We shall endeavour to keep our prices as quoted. However they may be subject to change without notice.
Royal mail have changed their procedures for proof of postage where posible we try to get proof of postage from the Post office (this depends on the agent) however most international items will be sent with a tracking number and once live on the system stands as proof of postage.
We will not be responsible for any loss beyond the UK’s national borders, we can put in a claim for the goods but please be aware that if the item is sent Standard that this may not cover the cost of your goods. We would strongly advise tracked and signed or even courier where available, if your order is over £20. We will not be responsible for any loss beyond the UK’s national borders, any orders placed using International standard post are at customers own risk – we will help where we can and log a package lost via the postal service, Standard international is only insured to £20 and may not cover the cost of your goods, if this is the case we would not be able to offer a full refund.
Please note that we must allow 28 working days from postage to give package time to get to destination or to be returned.
We always obtain proof of posting and we are able to provide this however we will not be responsible for any loss beyond the UK’s national borders, we can put in a claim for the goods but please be aware that if the item is sent Standard that this may not cover the cost of your goods.
Please note that we must allow 28 working days from postage to give package time to get to destination or to be returned.
You, the customer will be responsible for any customs and/or import duties and fees that are payable to have your package delivered, Golden Hinde will not cover any of these charges – postage (or any fees that we are charged) will not be refunded for items returned for unpaid fee’s.
Free postage restrictions
Due to the cost of postage, we are unable to offer some items in the free postage offer. This includes larger books such as complete RSN, Alison Cole and Glorious Goldwork. If you are in the UK and your order comes to over £80 before any of the above books and postage, we are happy for you to purchase items for free postage and book seperately– you would then only pay postage for the book and we will post together.
Items on Back order
Occasionally items may be on backorder, this means that we are waiting for our team to make up stock. We will not send items individually in this instance and your order will be held until we have the stock.
Occasionally items may not be available and we will be waiting for large quantity of stock if the stock will take more than 7-10 working days we will contact you directly to give you options.
This option is only available on popular items
Vouchers have an expiry date, please ensure that you use vouchers in good time, we cannot take responsibility if your voucher expires when we are closed. (for example Christmas/ Easter/Summer or over a weekend) details of when we are away from the office can be found in the Events page.
Purchased vouchers are generated by the website and sent to you directly via email -these vouchers cannot be exchanged for money and can only be used online.
Any vouchers processed by us for example for a student discount or as part of a product are for your security are linked to your e-mail address given to us, if the code does not work this is often the reason why please ensure that the correct email address is added. Any vouchers offered to yourself have no monetary value and must be used via the website only. We cannot accept vouchers by email or post or via social media. If they are for a specific product they can not be exchanged unless agreed otherwise, this is due to stock reasons.
Ordering by post or e-mail
If you wish to post your order, we can process this either send an order form or print from the website and enclose it with your payment (be careful of offer prices – see below). Please be aware that if ordering via post that items may go out of stock, this can delay your order being sent.
SPECIAL OFFERS : special offers shown on the website are website exclusive offers only and will not be honoured for post orders, this includes free postage. Please check correct prices before ordering.
If you are wanting to take advantage of special offers you will need to complete your order on line.
Please note that no order will be processed until payment received – this includes but is not restricted to any orders sent via e-mail but wanting to pay by cheque.
Payments should be made by cheque or money order in UK Sterling and made payable to ‘S Rakestraw’.
Orders should be posted to:-
28 Edward Gardens
Full Refund and Return policy
Issues with an order
All of our kits and parts are described here in good faith. Please check all contents upon receipt. All of our kits are put together by hand and if there are any issues please contact us within 14 days of receipt and we will aim to resolve to your satisfaction as soon as possible
If, however, you are not satisfied with your purchase please return your kit in saleable condition within 7 days for a full refund on the price – please ensure that any goods are returned in a padded envelope and in saleable condition.
If goods are returned unprotected and are damaged we will be unable to refund those items. We are unable to refund P&P costs.
Fabric and threads that have been cut to order are not returnable and are not refundable. Real Gold Jap and 2% gold are also non refundable
We at Golden Hinde know that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. You don’t have to register to use this site, though you may be asked to submit information if you would like someone to contact you.
We never disclose your information to any third parties without your expressed permission.
We operate a environmentally-friendly policy of re-using appropriate, good quality boxes and packaging for despatching orders. We have been complimented on this policy on many occasions but realise that some customers may be surprised to receive their orders in boxes from other companies. We hope you will join us by re using our packaging once you receive it.
The copyright in the material contained in this website belongs to Sarah Rakestraw and Sue Hinde of Golden Hinde. All rights are reserved. Except solely for your own personal and non-commercial use, no part of this website may be copied, performed in public, broadcast or adapted without the prior written permission of Sarah Rakestraw.
All photographs used on this site are copyright protected by Sarah Rakestraw or Sue Hinde.
Places we have shipped to over the last few months
America, Australia, Canada, China, Dubai, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, Norway, Portugal, Spain, Sweden, USA.