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Customer Service

Our Goal is to provide you - with Quality Products - made to *Last a Lifetime or More* - handmade in our Studio.

We treat each order with rapid deliveries - answering all questions immediately via emails and phone. We now offer local return centers in the US and Canada.

You may send an e-mail at anytime to info@jvoichdesigns.com and we will reply immediately. Or you may phone us in Madrid at - 011 (34) 91 561 9031.

Email your phone number and we will call you at your request or you may phone us collect - while we are setting up our US toll free numbers and office.

Common Questions and General Information

1. How may I place an order?

2. What are my payment options?

3. Is it safe to use my credit card?

4. In what currency will I be billed?

5. How much is shipping and handling and how long does it take?

6. What about Customs?

7. May I track my order?

8. What is JAN VOICH DESIGNS  returns policy?

9. What about my privacy?

10. Does JAN VOICH DESIGNS  provide any gift services?

11. Is it possible to subscribe to Needlepoint by Samantha Taylor?

12. Terms of Web Site Use & Disclaimer

1. How do I place an order?

You may place an order 24 hours a day - 7 days a week. To begin shopping - simply select a photograph or link to our online shopping pages. Once inside our Secure Site - you may browse through and add items to your shopping cart. You may also search for a particular item by name using our search function.

If uncomfortable with Internet purchasing - Email us - and we will process your order by phone.

The product description on each page contains detailed information about an item. By selecting the *View Orders* button - you may review your entire order. Here you may edit or delete items by selecting the appropriate button. You will find the following instruction each time you place an order:

To order more than one of any item, write in the quantity (Qty) above - then press UPDATE to recalculate.

To remove an item - write in a 0 (zero) - then press UPDATE to recalculate.

If you would still like to browse around - press CONTINUE SHOPPING.

When you have finished shopping on our web site - press CHECK OUT - and the shipping charges will be seen - added to the total order.

We process orders within two to three business days and then ship. Orders are shipped Monday through Friday excluding legal holidays in Spain.

Legal Holidays in Spain

The following days are holiday in Spain:
Epiphany 6 January 2007
Good Thursday 5 April 2007 (1)
Good Friday 7 April 2007
Easter Monday 9 April 2007 (2)
Labor Day 1 May 2007
Assumption Day 15 August 2007 (3)
National Day 12 October 2007
All Saints Day 1 November 2007
Constitution Day 6 December 2007
Immaculate Conception 8 December 2007
Christmas Day 25 December 2007

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2. What are my payment options?

We accept Visa and Master Card - online. Cashiers checks should be sent to our European offices:

Jan Voich & Associates SL
Paseo de la Habana, 14
28036 Madrid Spain

Alternative Methods of Payment
If you are still not happy with sending your credit card details on the Internet - you may phone or mail us the details of your order. We also accept cashiers checks - international money orders or bank drafts.

3. Is it safe to use my credit card?

Protecting your order information is a priority. When you place an order we offer a secure server for both your credit card and personal information. The secure server software (SSL) encrypts all information before it is sent to us. Your personal information is decoded by us and your credit card information is decoded directly by Visa International.

Again - if you should prefer - Email us - and we will process your order by phone from our offices.

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4. Pricing Information

We work with a Spanish bank ( Banesto ) and Visa International and work in the European currency - the Euro.  We offer product prices in US dollars which are translated into Euros for our bank and Visa International - and then billed to your card in the local currency of your country.

For Secure Credit Card payments - select the *ADD TO SHOPPING CART* button. In the final purchase details - the purchase cost will be shown in Euros (the European Common Currency). This is the equivalent to the dollar price in Euros as we are a European Company. The exchange rate is written in daily.

Should you require a rate of exchange please select below:

There are no additional taxes added to the above price for the US - FedEx will take care of all paperwork and customs for you. You only pay the product and shipping.

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5. Shipping and Handling Pricing and Information

Seur International and Fed Ex - Speedy and extremely reliable - Seur International ( A Spanish Service Company for Fex Ex ) and Fed Ex deliveries will arrive approximately 3 business days after they have been sent ( depending on destination ) and allow you to track your order while the package is en route. All packages are insured and certified.  Please note there are no weekend deliveries - so the 3rd Day means three business days. We will confirm your order and tracking number via e-mail. The shipping cost will be added to the purchase price of each kit when you check out and before paying.

 
Merchandise Total Shipping & Handling Charges
Up to $85.00 $10
$ 85.01 - $191.00 $16
$191.01 - $285.00 $26
$285.01 - $650.00 $52
$650.01 - $1300.00 $84
 

6. Customs Information

Our experience indicates that the products we offer should not be detained in customs for any reason. JAN VOICH DESIGNS - Jan Voich & Associates, SL can not be held responsible for any delays related to customs. You will not pay any extra custom charges.

7. May I track my order?

You will be able to track your order with the tracking number we send you with your order confirmation. We will E-mail you the Shipment number as soon as the order has been dispatched and you simply write it in here:

http://www.seurinternacional.com/Inicio/Inicio.php 

You may track it directly from the SEUR INTERNATIONAL - ( A Spanish Service Company for Fed Ex ) web page above.

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8. Returns Policy

Items purchased from JAN VOICH DESIGNS may be returned within 15 days of purchase. Following your notification by e-mail to us of your intent to return products - please re pack your unused merchandise - enclose a copy of the invoice - certify and insure the package and send it to:

Jan Voich and Associates, SL

Paseo de la Habana, 14
28036 Madrid
Spain

We now have return points within the USA - we will gladly give you return addresses closest to you.

We will refund the amount of the items returned to your credit card account once we receive the merchandise in the same condition in which it was sent. Shipping and handling charges are nonrefundable. All returns must include return address and phone number.

In the event that your merchandise arrived damaged - please contact us immediately and we will send you refund instructions.

 

9. What about my privacy?  

JAN VOICH DESIGNS is committed to ensuring the privacy of our customers. The personal information that you provide when making a purchase or subscribing to our page remains on our secure server and is kept confidential.

Information collected from our Web server is anonymous and helps us to see which items of JAN VOICH DESIGNS are more popular. This allows us to improve the quality of your online shopping experience by offering more of the products and designs you prefer.

When you purchase products from us - or choose to subscribe to Needlepoint by Samantha Taylor - we automatically place you on our list to receive e-mail regarding updates about special offers - new products and new services. The information received in these e-mail comes directly to JAN VOICH DESIGNS we do not sell - trade or rent your personal information to others. If you do not wish to receive e-mail updates - please send an e-mail to us and type *remove* in the subject line.

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10. Gift Services

Gift Cards and Wrapping
When you order a gift - we will be happy to include a gift card with your personal message. Simply type your message on the order form.

Since all purchases shipped outside of Spain are subject to customs inspection - we are obligated to include the actual invoice with each shipment and can not offer gift wrapping.

11. Subscribing to Needlepoint by Samantha Taylor

Would you like to receive special information about new products and services updates? Sign up now and we will be happy to keep you informed. Let us know of any specific areas of interest that you may have.

NEWS

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12. Terms of Web Site Use & Disclaimer

All site design - text - graphics - interfaces and the selection and arrangements thereof - are proprietary to JAN VOICH DESIGNS and Jan Voich & Associates SL Permission is granted to electronically copy and to print in hard copy portions of this Web site for the sole purpose of placing an order with or using this site as a shopping resource. Any other use of materials on this Web site - including reproduction for purposes other than those noted above - distribution - modification or republication - without prior written permission of  JAN VOICH DESIGNS and Jan Voich & Associates SL is strictly prohibited.

All trademarks - service marks - and trade names (collectively the Marks) are proprietary to JAN VOICH DESIGNS and Jan Voich & Associates SL or other respective owners that have granted  JAN VOICH DESIGNS and Jan Voich & Associates SL the right and license to use such marks.

THE INFORMATION, SERVICES, PRODUCTS, AND MATERIALS CONTAINED IN THIS SITE, INCLUDING WITHOUT LIMITATION, TEXT, GRAPHICS, AND LINKS, ARE PROVIDED ON AN AS IS BASIS WITH NO WARRANTY. TO THE MAXIMUM EXTENT PERMITTED BY THE LAW, JAN VOICH DESIGNS AND JAN VOICH & ASSOCIATES, SL DISCLAIM ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO SUCH INFORMATION, SERVICES, PRODUCTS, AND MATERIALS, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON INFRINGEMENT, FREEDOM FROM COMPUTER VIRUS, AND IMPLIED, WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, JAN VOICH DESIGNS AND JAN VOICH & ASSOCIATES, SL  DO NOT REPRESENT OR WARRANT THAT THE INFORMATION ACCESSIBLE VIA THIS SITE IS ACCURATE, COMPLETE OR CURRENT. Price and availability information is subject to change without notice.

This site may contain links to other sites on the Internet that are owned and operated by third party vendors and other third parties (External Sites). JAN VOICH DESIGNS and Jan Voich & Associates SL Are not responsible for the availability of - or the content located on or through - any External Site. You should contact the site administrator or Webmaster for those External Sites if you have any concerns regarding such links or the content located on such External Sites.

 

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Pack and Perch is a Trade Mark of Jan Voich and Associates, SL. All Rights Reserved. PATENTED. ALL PATENT INFRINGEMENTS WILL BE ENFORCED. Needlepoint Designs by Samantha Taylor and Samantha Taylor are Trade marks of Jan Voich and Associates, SL All Rights Reserved.

a member of TNNA logo  The National Needlework Association

All Samantha Taylor Designs images are protected under copyright law. Unauthorized reproduction or use is prohibited.
Copyright © 1995 - 2008 Jan Voich and Associates, SL All Rights Reserved.

US Offices and Logistics Center:
309 Harris Lane
Ruidoso Downs, NM 88346

European Offices: Paseo de la Habana, 14 l 28036 MADRID, Spain l Phone: 011 34 91 561 90 31