This FAQ provides a first stop for key information about the RSN (and the RSN web site). We recommend that you read through this FAQ page first as the answers to many common questions and requests can be found there.

If you still need to contact us, you can find full contact details for our various teams and education departments on our Contact Page.

As a registered charity we rely on the support of Trusts and individuals, who believe in the importance of our work, to help us continue.  Friends and Special Supporters are people like you, who actively want to ensure the RSN can continue its vital and unique work.

You can support us in many ways: become an RSN Friend; buy from our online shop; learn embroidery on one of our many classes and courses; make a donation; become a volunteer; or consider leaving a legacy or gift to support our work in the future.

We showcase embroidery pieces from the Royal School of Needlework every year during exhibitions held in our Embroidery Studios at Hampton Court Palace and we also visit national shows throughout the year.

In addition, we also display RSN Student work frequently throughout the year at external and internal exhibitions.

You can see an up-to-date list of all tours and public displays of RSN work on our Talks & Events page.

Our Studio can often make use of old embroidery threads to match antique pieces that come in for repair. Our  Degree students value using donated threads and embroidery materials (but not knitting or crochet materials) in good condition that can otherwise be an expensive cost on a student budget. If our Studio and students are not able to use your donation we will sell them in our Shop or add them as items to a future fundraising sale.

Please contact enquiries@royal-needlework.org.uk  about your donation. Please note we are not able to pay for the collection/delivery of any items.

Yes! We greatly value our volunteers who currently help with many activities including leading tours, helping with mailings, data entry, assisting in our Shop and Studio and researching industry contacts.

Please contact enquiries@royal-needlework.org.uk for more information about volunteering opportunities with the RSN.

We aim to accommodate as many people as possible at the RSN. However, Hampton Court Palace is a historic building and has many uneven surfaces and difficult staircases. Please contact us in advance if you have any specific requirements.

The majority of our in-person classes are held in upstairs classrooms which have lift access. However, for some classes there is a stairway of six steps which does not have lift access and occupied wheelchairs cannot be lifted up. If you need wheelchair access, please contact us in advance as it may be possible to ensure a classroom with lift and wheelchair access.

Please note that it is a five-to-ten-minute walk through the Palace to the classrooms. If you have restricted mobility please let us know in advance as the Palace has some wheelchairs that can be loaned for the day. You will need to be accompanied by someone who can push the wheelchair.

The RSN Shop and the Embroidery Studio are both located on the ground floor of the Palace, next to the East Front gate, and are wheelchair accessible.

Visits to our Embroidery Studio are by appointment or during our Studio Tours which are held on selected dates.

Please contact the Studio Administrator to arrange an appointment at studio@royal-needlework.org.uk

Our professional Embroidery Studio can offer consultation advice at an hourly rate. If appropriate, we can offer a group consultation.

For more information, please contact the Studio Administrator at studio@royal-needlework.org.uk

For all RSN Short Courses, we indicate the class suitability for students via the means of a ‘level’. These are:

• Beginners – for complete embroidery beginners, or if you are a little ‘rusty’, or if you just prefer to start at the beginning again (which is a very good place to start!).
• Mixed Ability – suitable for all abilities together as this design can be adapted to meet your level of experience.
• Intermediate – perfect for students who have already attended an ‘Introduction’ or ‘Mixed Ability’ class.
• Advanced – for those with experience in the technique and looking to develop.

Class Time:
Classes run from 10am to 4pm UK unless stated otherwise. You will be collected at 9.40am to allow time to be issued with your wristband/pass and to get to the classroom for your 10am start.

Refreshments:
Coffee/Tea is provided at about 11am. Lunchtime is from approximately 1pm to 2pm. During lunchtime you will have the opportunity to visit the RSN Shop. To save time, we recommend you bring a packed lunch which you can eat on the premises. Alternatively, there is the Privy Kitchen or Tiltyard Restaurant although they can be busy at peak times throughout the year. There is no break during the afternoon session, from 2pm to 4pm.

Materials:
Your kit will be ready for you on arrival at the RSN. All equipment is available to purchase or borrow from the RSN on the day, so you do not need to buy anything specifically for the class. For most classes however, it is useful to bring a notepad and pencil, a thimble if you use one and a pair of sharp embroidery scissors.

Where to meet:
On arrival please come to the ‘Barrack Block Assembly Area Lunch Block 3’ where you will be collected by an RSN member of staff at 9.40am and issued your security pass. Please do not go to the Hampton Court Palace Reception Office. To reach the Assembly Area on foot walk down the main driveway; turn left at the end of the driveway and walk through the arch; turn left again and the door is the second on your left. If you are parking in the car park, you will enter the Assembly Area at the rear of the Barrack Block from the car park. For security reasons, please remain in the Assembly Area until you are met by an RSN member of staff. If you arrive late and there is nobody to meet you at the Barrack Block, please go to the Hampton Court Reception Office. Please note that it is about a 10 minute walk from the meeting point to the classroom. Early arrivals -Please note that it will not be possible to enter the Palace or the RSN early. If you arrive very early on any day you will find early-opening coffee shops in East Molesey opposite the railway station where you can wait. The Assembly Area will be open from 9.15am.

Parking:
Parking is available in the Pay and Display Car Parks at Hampton Court Palace and at Hampton Court railway station opposite the Palace across the bridge. There is also a Pay and Display Car Park at The Green on the A308 about 10 minutes walk from the Palace. Drivers with Blue Badge Parking Permits – On display of your permit, parking is available for no charge in the Hampton Court Palace Car Park.

Photography:
You may take photos of your own work in progress, or of other students’ work with their permission. Photography of work on the walls or any RSN collection pieces is not permitted in any area of the RSN. From time to time we may wish to take photographs of your class and work in progress for publicity material to be used (in print and online). If you would prefer not to be included in these photographs please let us know. Mobile Phones: Please do not use mobile phones in the classroom and ensure all devices are switched off or turned to silent mode.

Further information, please contact the Education Team at education@royal-needlework.org.uk.

Signing up for and access to all self-paced RSN Online Courses is via our site at https://www.rsnonlinecourses.com.

For all enquiries on our self-paced Online Courses, including assistance with accessing or using the courses or for enquires about billing or kit deliveries, please contact hello@rsnonlinecourses.com or visit  https://www.rsnonlinecourses.com/support.

Please note that the above only applies to our self-paced online video courses.  If you need assistance with our live (i.e. scheduled) Online Short Courses or private Online Lessons, please contact education@royal-needlework.org.uk.

Please note that all on-site attendees, for classes, courses, exhibitions, tours or any other visiting purpose who under 16 (under 18 in Scotland) must be accompanied by an adult attendee or chaperone at all times.

Please note: We can not discuss any cancellations over the phone. They must be in writing to: education@royal-needlework.org.uk  

Short Courses:

Please see our Day Classes Terms and Conditions page for our Short Course cancellation policy.

Certificate & Diploma: 

All class cancellations are subject to the RSN Cancellation Policy, as follows and actioned on a case-by-case-basis.

• Changes made before 7 days of the booking: Students must transfer their own bookings on Bookeo to an alternative day online.
• Cancellations made within 7 days: 50% credit is given – to be used towards the next class. (This is not a refund – it is a credit)
• Cancellations less than 24 hours of the booking: 100% non-refundable.
• Intensives are 100% non-refundable (HCP Summer and Williamsburg)

All cancellations and transfers within 7 days must be in writing and sent to:
education@royal-needlework.org.uk

Please note: A CREDIT is given (not a refund) which can be used towards your next class as it is a rolling programme.

Studop Tours, Bespoke Groups and Private Lessons

These items are 100% non-refundable or transferable.

International transactions:

Please note that we charge for all orders and bookings in £UK Pounds Sterling. Your order will be converted to your local currency by your bank or card provider at their prevailing exchange rate at the time of the order.

Any applicable refunds will be also be in £UK Pounds Sterling and will be converted to your local currency by your bank or card provider at their prevailing exchange rate at the time of the refund. This may result in a discrepancy in the final refund amount in your local currency due to currency exchange rate changes between your order and refund dates. We cannot be held liable for any currency exchange rate changes.

If you have difficulty placing an order due to ‘invalid card details’ please check with your bank or card provider that international payments are available and/or permitted on your card. Many banks and providers may automatically block international payments by default.

We aim to accommodate as many people as possible at the RSN. However, Hampton Court Palace is a historic building and has many uneven surfaces and difficult staircases. Please contact us in advance if you have any specific requirements.

The majority of our in-person classes are held in upstairs classrooms which have lift access. However, for some classes there is a stairway of six steps which does not have lift access and occupied wheelchairs cannot be lifted up. If you need wheelchair access, please contact us in advance as it may be possible to ensure a classroom with lift and wheelchair access.

Please note that it is a five-to-ten-minute walk through the Palace to the classrooms. If you have restricted mobility please let us know in advance as the Palace has some wheelchairs that can be loaned for the day. You will need to be accompanied by someone who can push the wheelchair.

The RSN Shop and the Embroidery Studio are both located on the ground floor of the Palace, next to the East Front gate, and are wheelchair accessible.

Take a look at our Certificate & Diploma page and PDF brochure.

We can arrange for you to come and see a class where you can meet current students and Tutors, by coming to one of our Open Days.

Further information: Please contact the C&D Team at certificate@royal-needlework.org.uk.

RSN Certificate and Diploma (C&D) students can book and manage their own class schedules via our dedicated C&D class booking system, powered by Bookeo, here. (This is different to your RSN website sign in)

Further information: Please contact the C&D Team at certificate@royal-needlework.org.uk.

We offer Private and Bespoke Classes for individuals and small groups, both in-person at Hampton Court Palace as well as online.

Please contact the Education Team at education@royal-needlework.org.uk for more information.

For FAQs related to our Degree (BA Hons) course, please see here.

The RSN Shop at Hampton Court Palace is currently open at limited times. Please visit our main shop page for the current times (at the bottom of the page).

The RSN Shop is situated on the East Front of Hampton Court Palace. We are accessible through the Palace, which is ticketed access. If you wish to visit the RSN Shop without needing to purchase a Hampton Court Palace ticket, please email us.

If you are travelling from a distance please contact: sales@royal-needlework.org.uk to check opening times.

We supply a wide range of specialist embroidery supplies via mail order including kits, gifts, threads, wools, fabrics, framing up materials, custom made frames, embroidery books and magazine as well as RSN exclusive items. We ship worldwide!

Please visit the RSN Online Shop for all your embroidery needs and supplies!

International customers should be aware that their purchases may be subject to local VAT, customs and duty payments which will be at the buyer’s expense.

Please note that we charge for all orders and bookings in £UK Pounds Sterling.

Your order will be converted to your local currency by your bank or card provider at their prevailing exchange rate at the time of the order.

Refunds, if applicable, will be also be in £UK Pounds Sterling and will be converted to your local currency by your bank or card provider at their prevailing exchange rate at the time of the refund. This may result in a discrepancy in any final refund amount in your local currency due to currency exchange rate changes between your order and refund dates. We cannot be held liable for any currency exchange rate changes.

If you have difficulty placing an order due to ‘invalid card details’ please check with your bank or card provider that international payments are available and/or permitted on your card. Many banks and providers may automatically block international payments by default.

RSN Gift Cards can be used for:

• Purchases in the RSN Online Shop
• Our range of In-Person and Online Short Courses including those at Hampton Court Palace and other locations.
• Our Online Talks, including Talks on Demand
• Studio Tours

We are sorry but RSN Gift Cards cannot be used for our self-paced, video Online Courses https://www.rsnonlinecourses.com.

Certificate & Diploma students — please contact the Education Team at education@royal-needlework.org.uk to have RSN Gift Card credit applied to your C&D Bookeo account before booking classes. Thank you.

Any unused balance on an RSN Gift Card can be used by entering the Gift Card Number again at subsequent site checkouts. You can use a Gift Card Number multiple times until the balance reaches zero. Once ’empty’, the number can no longer be re-used. It is not possible to ‘top up’ gift cards; instead, you can just purchase a new one.

You can check the remaining balance on any RSN Gift Card here:

Check Gift Card Balance

If you have any questions or issues, please contact us at sales@royal-needlework.org.uk. Thank you.

You can check the remaining balance on any RSN Gift Card here:

Check Gift Card Balance

If you have any questions or issues, please contact us at sales@royal-needlework.org.uk. Thank you.

Unless otherwise specifically noted for a specific product or item, the following is general information for the purpose of GPSR Compliance only:

Manufactured by or for:
Royal School of Needlework
Hampton Court Palace, East Molesey, Surrey KT8 9AU, United Kingdom
product.info@royal-needlework.org.uk

EU Representative (for authorities):
Au Ver a Soie
102 Rue Réaumur, 75002 Paris, France
info@auverasoie.com

Please note that we are unable to ship to temporary addresses and hotels.

Our live Online Talks and other live Online Events are held using Zoom.

You will need access to a suitable computer (with audio/video), tablet or smartphone device. This includes Mac and Windows desktop and laptop computers, plus Apple and Android smartphones and tablets, including iPhones and iPads.

You will of course also need access to the Internet on your device, for example via Wifi and/or broadband.

For computers, the Zoom app (‘Zoom Client Meetings’) can be downloaded from https://zoom.us/download.

For phones and tablets, the Zoom app (‘Zoom Client Meetings’) can be downloaded from your device’s app store.

All live talks are scheduled and advertised in UK local time (GMT or BST depending on the time of year).

If you are outside of the UK please check your local time, particularly if your location changes to/from Daylight Savings Time on a different schedule to the UK during October/November or March/April.

To check and convert times please visit TimeAndDate.com.

After booking a live event, you should receive a personalised Zoom invite via email no later than 24 hours before each event (3 hours if you book on the day). For Talks On Demand, please refer to the separate FAQ entry on this page.

The invite for your live event should arrive ‘from’ webinar@royal-needlework.org.uk. We recommend that you add this address to your ‘Safe Senders’ or ‘Do not Block’ list to ensure safe receipt.

If you do not receive your invite by the above deadline please first check your ‘junk/spam’ mail folder to ensure it hasn’t been routed there by mistake. If you still do not have the invite, please email webinar@royal-needlework.org.uk no later than 30 minutes before the event is due to start. Please include your order reference number.

The invite email will contain a link to join the webinar. To join, just click the link (on the device you wish to view on). We recommend that you join the event a few minutes before it is due to start to ensure a prompt start and so you do not miss anything.

If you have not used Zoom before, the Zoom app (‘Zoom Client Meetings’) should automatically download for you after clicking the link in the invite email. However, we recommend that you download the Zoom app in advance of the webinar. For computers this can be done at https://zoom.us/download. For phones and tablet devices, search for ‘Zoom Client Meetings’ in your app store. You can test your audio (speaker) output under the ‘Audio’ section in the app’s ‘Settings’ area.

Closed Captioning in Zoom Webinars

All RSN live Online Talks and events are now enabled for automatic ‘closed captioning’ (live subtitles). Captioning is ENABLED for all attendees by default. Please note that these are translated and displayed automatically, whilst the event is live, and they may not be fully accurate.

For computer users: you can enable/disable the captioning by selecting ‘Show subtitles’ or ‘Hide subtitles’ via the ‘Live Captions’ button (pop-up menu) on the Zoom toolbar during the event as needed.

For phone/tablet users: unfortunately Zoom does not currently provide a one-click method allow you to enable/disable captioning during a webinar call. If you DO NOT want to see the captioning you must DISABLE the ‘Closed Captioning’ setting in the ‘Settings’ area (i.e. the ‘cog’ icon) of the Zoom app. If you have already started watching the webinar take the following steps to disable captioning: first, click on the ‘More’ button in the Zoom toolbar at the bottom of the screen whilst viewing the webinar and select ‘Minimise Webinar’. The live webinar should shink to a small picture-in-picture style view and allow you to see the rest of the Zoom app. Click on the ‘Settings’ (cog) icon then navigate to Meetings > Closed Captioning and switch off that option. Now click on the back arrow (top left) and then ‘Close’ to return to the main Zoom app screen. From there you should see the minimised webinar again – just click on it to return to full-screen view.

After booking a live event, you should receive a personalised Zoom invite via email no later than 24 hours before each event (3 hours if you book on the day). The invite should arrive ‘from’ webinar@royal-needlework.org.uk. We strongly recommend that you add this address to your ‘Safe Senders’ list to ensure safe receipt.

If you do not receive your invite by the above deadline please first check your ‘junk/spam’ mail folder to ensure it hasn’t been routed there by mistake. If you still do not have the invite, please email webinar@royal-needlework.org.uk no later than 30 minutes before the event is due to start. Please include your order reference number.

RSN Talks are non-refundable.

As with tickets for many other kinds of ‘live’ events, such as theatre, cinema and concerts, our live Talks and events are non-refundable.

Previous Talks are available on demand at a later date.

Once you have purchased a Talk on Demand, you can watch via the link on the confirmation email sent to you.

Alternatively, you can find a list of your Talks on Demand purchases at the bottom of your Orders list on your account page.

Our Talks on Demand can be found here.

Please note that you must to be signed in to the site using the account used to purchase the Talk in order to watch.

If you have any further issues, please contact us.