FAQ – Frequently Asked Questions

Blackmore & Roy’s FAQ!

  • I want my sewing machine, overlocker or embroidery machine repaired or serviced. Do I have to make an appointment to drop my machine off?

Nope — no appointment needed! Simply drop by the store, and one of our friendly staff will take your details. We’ll contact you when your machine is ready for collection.

  • Can somebody come to my location and collect my domestic machine for servicing or repairs?

We offer a pick-up and drop-off service to the Perth Metropolitan Area, but this is only offered in the case of a full machine service booking (ie, not for quotes or basic repairs).

Simply call or contact our store to make a booking, and one of our technicians will be able to collect your machine when they are travelling in the area – and we’ll drop it off again when it’s ready!

  • How long will it take for my machine to be ready?

Usually, we say five to seven business days to complete servicing and/or repairs. However, there are a few select circumstances where a delay may occur — for example, if we have to order in a special part to complete repairs, or if our workshop is under unusually significant demand. In these exceptional scenarios, we can discuss your expected wait times with you.

  • What brands of machinery do you service and repair?

We service and repair all domestic makes and models of sewing, overlocker and embroidery machines! 

  • I’m bringing my machine in to the workshop – what should I bring with it?

As a rule of thumb, it’s always easier for our technicians if you bring your foot control / pedal, and the power cord to match (This saves our technicians going to find a spare – if we have one!).

If you are bringing in a domestic embroidery machine, we ask that you also bring the embroidery unit and one appropriate hoop / frame. We will also need the embroidery presser foot.

Otherwise – this as all we need! 

  • There is something wrong with my machine – but I’m worried the cost of repairs will become too expensive for me. Can I get a quote?

Yep! We offer an appraisal/quote option where we will book your machine into our workshop, and the technician will inspect your machine and give you a detailed quote for the total cost of parts and repairs. This is available for $20.00, which is then deductible from the total cost of repairs. Basically, it works like a $20.00 deposit! If you choose not to go ahead with the final quote our technicians have provided, the $20.00 will not be deducted (ie, it is our bench charge fee — non returnable.)

Inspecting a machine does take time! We will get back to you with your final quote / appraisal in three to five business days.

  • I don’t think there’s anything wrong with my machine, I just think I’ve threaded my machine wrong or I am using it incorrectly. Can you show me how to thread or use my machine correctly?

If you have purchased your machine from Blackmore & Roy – we offer you free, unlimited lessons for the life of your machine! But please contact us to make an appointment. Please make an appointment. We get very busy in the store, and we want to be able to give you our full undivided attention!

We can alternatively book your machine into the workshop for a technician complete an appraisal on your machine to ascertain whether there is anything mechanically wrong — an appraisal or quote charge is $20.00, and will take three to five business days to complete.

  • Do you loan or rent out machines to customers?

No. Unfortunately, this is not a service we can provide.

  • Can I sew canvas material / shade cloth / thick leather on my domestic sewing machine?

Unfortunately, domestic / portable sewing machines are not properly equipped to handle these materials. If you try to feed through and sew these heavy materials on a domestic sewing machine — although you may get through a couple of metres of sewing — you are likely to throw the machine timing out of alignment, and possibly damage parts in the hook / race area of the machine. You will also be limited to an inappropriate size of needle, and inappropriate thickness of thread.

  • I bought an industrial machine to sew canvas material / shade cloth / thick leather. Can you sell me heavy duty needles and thread?

There are many brands and models of industrial machine on the market, and although many of these are classed as “industrial machines” — it is important to note that many of the straight-sewing models on the market are created solely for the application of sewing garments and dressmaking (ie, to sew on light-weight fabrics.)

An example that we often see is the Juki DDL series machines being purchased for heavy-duty work (whether it is a “555” model, or “8700” model.) In reality, these machines were created for light-weight sewing applications!

Not all machines can cope with the thickness of canvas material / shade cloth / thick leathers, even when they are industrial/commercial grade models!

So, while we can sell you the largest size of needle available for your industrial model – we may not be able to offer you an appropriate size needle to cope with canvas material / shade cloth / thick leathers (because the needle manufacturers do not make one!)

These industrial machines are also physically unable to handle the thicker weights of sewing thread — the thread path inside the machine is actually not large enough to cope! As such, if you try to thread your machine with these thicker weight threads, you are likely to experience jams and thread breakage issues. 

If you try to feed through and sew these heavy materials on a dressmaker straight-sewing model — although you may get through a couple of metres of sewing — you are likely to throw the machine timing out of alignment, and possibly damage parts in the hook / race area of the machine. You will also be limited to an inappropriate size of needle, and inappropriate thickness of thread.

If you are looking to sew “heavy” material, we do thoroughly recommend a walking-foot industrial model. 

For walking-foot machines, we do offer larger needles and thicker threads for all of your canvas / shade cloth / thick leather sewing and applications.

How to sign up for a Blackmore & Roy Webinar (with pictures!)

1: Type blackmoreandroy.com.au into your browsers address bar.

2: Hover your mouse cursor over the “News” heading in the top navigation bar.

3: Click on “Events Calendar” from the dropdown list.

4: Select the Webinar you would like to attend from the listings, and click the relevant link.

5: From this information page, you can see a product listing to purchase your ticket. Click this box.

6: Add the ticket to your cart.

7. A pop-up will now appear. You could continue shopping if you like, but to continue ahead you will need to “View Cart”.

8. Proceed to the checkout page.

9. If you have ever bought anything online before, you will be familiar with these fields. Enter all of your details into the fields.

10. Click “Checkout via Paypal”.

11. The website will process your details (a spinny thingie will appear!) Wait a few moments…

12. Once the next page has loaded, you will need to click the big black button that says “Download  Ticket.”

13. Your browser will download the ticket. We are using the Google Chrome browser, and the download appears like this – you can simply click it to open the ticket. If you are having any trouble seeing the downloaded ticket, you can always open up your computer files (File Explorer) and go to your downloads folder and open your Webinar Ticket manually (direct from the source.)

14. When you open your ticket, your link to attend will be inside. Click it to open it, OR — if you are having an difficulties, you can always copy and paste the link manually into the address bar of your internet browser.

15. You will now have been taken through to a Webinarjam page, and will have to complete a final registration step (just so we can see your name in the chat box!)

16. Enter your name and email address, then hit “Register Now.”

17. You are now registered! You will need to click the link as you can see here – it will take you to the page where you can watch the Webinar.

— And that’s it! The countdown clock will let you know how long there is to go until Blackmore & Roy go live. 

You can always “Bookmark” or “Favourite” this page for ease of access (depending on your internet browser program.)

This means if you close the tab, you can get back to it later in one click.

You will receive an email reminder when the Webinar is 24 hours (1 day) from beginning, and a second reminder when the Webinar is 1 hour to go.

If for any reason you miss the Webinar — no stress! Every Webinar has a “replay” function once it has finished airing, so you can watch it later (as many times as you like!)

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Blackmore & Roy Webinars are here!

So, just what in the heck is a webinar? (You may be asking.)

A webinar is the portmanteau of the words “web” and “seminar”. Web + Seminar = Webinar! Basically, it’s a video session in which the presenter (on camera) talks with and interacts a live audience (the chat.)

You may have already seen us trialing a similar method on Facebook! Both the “My Design Centre” and Luminaire / Stellaire classes were streamed live to our Facebook page just last week.

But from now on, you’ll be able to see us on Webinarjam!

The webinars we post on Webinarjam will be scheduled for a certain time & date – including a live countdown feature to let you know how many days, hours and minutes there are to go!

Webinarjam also has a lot more inbuilt features that are useful to education and demonstrating, which will give us some more “flexibility” when compared to simply livestreaming on Facebook.

Basically, this includes the option to screenshare from our computers if need be (like software classes), as well as the added feature of being able to attach the project notes and files to very session itself! (Rather than directing everyone to outside links.) Just like the Facebook livestream, if you miss a session “live”, you can always watch it later after the session has ended.

We also now have the added function of being able to go to a page and register to watch these classes, club days and events. This means you will receive an email confirmation with all of the links and details, and we’ll have a better idea of our classroom and attendees!

Just like our prior club days, events, and classes – there will be a small cost involved to attend these education / demonstration sessions. This is all handled by Webinarjam, and the Blackmore and Roy website.

How to attend our webinars:

(Please note: We will be creating a “how to” video and posting this to both our Facebook page and website in the coming days.)

Prior to the event you are interested in watching, we will be sending out a registration link with all of the details — clicking to go through to payment will actually take you to our website (blackmoreandroy.com.au) where you will have to checkout your cart with your Webinar Ticket.

From there, simply click the “Download Ticket” button, which will then take you to a verification link — this will verify that you have made a payment, and are now ready to attend the session!

You’ll finally be asked by Webinarjam to enter your name and email address, and then you will be taken to the video session page.

This final page features some short details on the class, as well as the countdown timer.

If there is still some time to go before the webinar is ready, you can always bookmark or favourite the page and go do something else, making it convenient for you to navigate back to later.

If for some reason you’ve lost the tab — whether you turned your computer off, accidentally closed the tab, etc. — you can always go back to your emails, where you will have received a confirmation email with the link to the session.

We would advise opening up the page 5 to 10 minutes before the session is due to start.

And! As an alternative, we will be posting written class/club day notes on the Blackmore & Roy website as well for optional purchase — if that is your preference.

For each webinar we schedule here at Blackmore & Roy, you will have to repeat this process to register, pay, and verify your session.

This is a new method for all of our club regulars and customers to attend our regularly scheduled learning, and as such we understand there may be some teething issues and confusion along the way. We have made every effort to make this method as simple and convenient as possible — but should you have any issues, difficulties or concerns, please contact us straight away! As always, we are here to help you 🙂

We’ll see you soon, live on air!

Signed,

the Blackmore & Roy team ~