FREQUENTLY ASKED QUESTIONS
Machines
Do your machines come fully set up?
Yes! Our team fully set up all machines with the best quality British-made components and tables so they are ready to use straight away. If you are working with a particular type of product/material then we encourage you to send us a sample so we can ensure that the machine set up is optimised for your requirements.
What does the price of the machine include?
The price you pay for the machine includes a high-quality table and all the components necessary to start sewing straight away. As a customer you will also be able to access technical support from our team.
Do you buy second-hand machines or offer part exchange?
We unfortunately don’t buy or offer part exchange for machines. This is because we are unable to offer a warranty with them and can’t guarantee that the quality of the product will live up to our high standards. We’d recommend putting machines up for sale on websites such as Ebay, Gumtree, or Facebook marketplace. Second-hand industrial sewing machines are quite popular for beginners or people looking to strip them for parts.
Do you sell second hand machines?
We don’t generally deal in second-hand machines but will occasionally offer ex-showroom or refurbished machines at discounted prices; these will be posted on social media and are sold on a first come, first served basis. If you are looking for a specific type of machine then please contact us directly and we will check availability for you.
What kind of guarantee/warranty do you offer with your machines?
One-year back to base warranty is given on all new industrial sewing machines. The warranty length for cutting machines varies so this information can be found on the individual product pages.
Can I visit the warehouse to try out the machine before I buy it?
Absolutely! We just ask that you please let us know in advance so we can have a selection of machines which might suit your purposes ready for you to try and a technician available to assist and answer your questions.
How do I place an order for a machine?
Many of our machines are available to purchase directly online. If you require a bespoke build or a non-standard machine which is shown as “special order” then please just contact our team directly via sales@ae-sewingmachines.co.uk and we will be happy to assist you from there.
General
Where are you located?
Our office is on The Vauxhall Industrial Estate in Ruabon, near Wrexham in North Wales.
Can you give me directions to your office from the road?
When you enter the Vauxhall Industrial Estate, turn right at the first turning (opposite the Brother factory) and continue to follow the road along the straight and left around the corner to the end. Our building is situated on Vauxhall Court (between Grazed bakery and Advance spares) look for the blue sign saying “Juki” above the door.
Technical Support
What help can you offer if I have a problem with my machine?
For easy fixes and general user advice our team of technicians are on-hand to assist our customers via phone, email, or video chat. We can also arrange for one of our engineers to visit if required.
In the unlikely event that there is a fault with the machine, it can be returned to us for repair/replacement, or we can arrange for an engineer to visit and resolve the issue.
This is my first industrial machine; will you help me to get started?
Of course! Our friendly team of technicians will be on-hand to answer your questions and assist with any teething problems you have whilst getting to know your new machine.
We certainly can! We can talk you through options based on your requirements, and you are welcome to visit our office to try them out. We also encourage our customers to send material samples so we can ensure that the machine is set up perfectly for their requirements.
Of course! Our friendly team of technicians will be on-hand to answer your questions and assist with any teething problems you have whilst getting to know your new machine.
Finance and Discounts
Do you offer finance options?
We do! We offer a variety of options for both business and personal lending, for example through Shire Leasing. For more information, please contact our team via info@ae-sewingmachines.co.uk to discuss options for your purchase.
I found this machine cheaper elsewhere; will you match the price?
Yes, but only if it is like for like. If you have found the same machine elsewhere which is built with the same quality components and set up in the same way then we will match the price that has been quoted. We will not match the price of machines which are not set up or have been built with inferior quality parts.
Parts and Spares
I can’t find the part number I’m looking for on the website, can you help?
Absolutely, we stock thousands of spare parts and consumables, so there is a good chance we have what you’re looking for. If not, we are happy to order in whatever you need from our suppliers. Please just contact our parts team via info@ae-sewingmachines.co.uk or call 0800 678 5853 for assistance.
How quickly will I receive my order?
Our parts department send in-stock items out with next day delivery. If your order comes in when our collection for the day has already gone (usually around 4pm) then it will be sent the following day.
Shipping and Delivery
Can I collect my order from you directly?
Yes, you are welcome to collect your order from our Wrexham office. Please contact us via info@ae-sewingmachines.co.uk to arrange this. For machine orders we would recommend that you ensure in advance that the vehicle you are using will be large enough, and that you have a way to secure the machine safely during transit. If you aren’t sure if it will fit and need us to take measurements for you then we will be happy to help with this.
What logistics providers do you use?
For pallet deliveries of machines, paper, plastic, Keder, etc. we use Farrall’s group (Palletforce). For smaller orders such as parts we use primarily DPD but also DHL and Royal Mail.
Where do you ship to?
We send parts orders all over the world. For machine orders, we deliver standard models throughout the UK and Ireland. Bespoke builds such as conveyors can be shipped worldwide following discussion with our team.
What does pallet delivery mean?
Pallet delivery is the standard option which is included with the purchase of most of our industrial sewing machines.
Is there a delivery and installation option?
Yes, this usually only applies to orders of multiple machines where training is necessary, but if you require assistance with installation then please contact our team directly and we will provide a quote for a technician to deliver the machine to your location.
Domestic Machines
Do you sell domestic machines/parts?
Unfortunately, we don’t sell domestic machines or parts, but we can recommend Sewing Machines Direct, who have a good range of machines and parts available:
https://www.sewingmachines.co.uk/
Do you service domestic machines?
Unfortunately, we no longer service domestic sewing machines. We would recommend contacting Sewing Machines Direct who specialise in domestic machines and may be able to assist you:
https://www.sewingmachines.co.uk/