FAQs

Orders
How do I change or cancel my order?

We process all orders as quickly as possible, usually within a few hours of placing them. Therefore, to cancel or change your order, please contact us at jasmine.fang95@gmail.com as soon as possible. We will do our best to accommodate your change request, but if the order has already been shipped, you will need to follow our returns process (see below).

I entered the wrong address at checkout and my order has not arrived.

It is the customer’s responsibility to ensure that the delivery information entered at checkout is accurate. We cannot be held responsible for lost or delayed items if they are sent to the wrong address and our policy states that no refunds will be offered in such circumstances. Items are usually returned to us logistically and if this happens we will only offer a replacement or refund (minus shipping costs) upon receipt of the item.

Can I order patterns or kits as gifts?

Yes! If you would like the gift to be sent directly to them, please enter their name and address when placing your order. We can also include a gift card if you request it at checkout. Please note that if you are ordering a gift, please use their email address at checkout. We are unable to edit orders based on cart notes.

How long will my order take to arrive?

It depends on the delivery services. Some customers choose standard shipping at checkout which is cheaper but generally takes longer and there is no tracking available. If you choose the Tracked and Signed shipping option, this generally is quicker and there is tracking available.

Economy Delivery: Estimated arrival within 7 business days.
Standard Delivery: Estimated arrival within 5 working days.
Express Delivery: Delivery
within 3 working days for orders placed before 12 noon (local time).

Please note that our delivery time is 3 working days, which is different to the estimated dispatch time. In the event of an event, the delivery time may be extended depending on the situation.

We appreciate your understanding and are happy to answer any questions you may have regarding delivery preferences.

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Can I return my order?

Yes, we offer a 30-day money back guarantee. Please contact us at jasmine.fang95@gmail.com and we will provide further details on how to return your unused, unopened and undamaged item to us and a refund will be processed within 10 days. The customer is responsible for the return shipping cost. Any issues with a lost order must be raised within 10 weeks since dispatch or we cannot process a replacement. Digital products, due to their instant nature of delivery, cannot be refunded.

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Which kit would you recommend for a beginner?

We have plenty of recommendations for beginner cross stitch kits. Any ongoing stitch-a-long is also perfect for beginners and a great opportunity to learn from the community. We always recommend selecting 14 count aida fabric if you are new to the craft.

What is included within a kit?

Our kits come with everything you need to create the finished project. They include:

  • Full, easy-to-follow instructions
  • Colour professionally printed pattern
  • Pre-sorted card thread holder(s)
  • Finest DMC stranded cotton in the shades and lengths to fit your project
  • A piece of fabric large enough to complete and display your creation on
  • 1 needle

For some products we offer different levels of kits, which come with optional extras. 

Ultimate Kit: Cross stitch kit + needle minder + additional item

Premium Kit: Cross stitch kit + needle minder

Standard Kit: Cross stitch kit only

Can I buy the pattern on its own?

Most of our cross stitch kits are also available as digital patterns. If you can’t find what you’re after, please do get in touch!

Do we store your credit card information?

No, we do not store any of your credit card details. All payment information you provide is securely processed through trusted third-party payment gateways, including PayPal and credit card processors, with full encryption and protection.

Our website is protected by SSL (Secure Socket Layer) encryption, which establishes a secure, encrypted connection between your browser and our website. This ensures the secure transmission and strict confidentiality of all data (especially during checkout).

We reserve the right to cancel or refund any orders in cases where discount codes are misused or if we detect any activity that we believe violates our store policies.

Your privacy and security are deeply important to us. Thank you for placing your trust in us. 

How do I apply I discount code?

On the final checkout page, there is a box under the total price, in which you can enter any active discount code and it will be automatically applied. Please note, discount codes cannot be combined with any other offer e.g. a bundle discount and subscription deal. The bundle offer will be applied first.

Please note, any offers (where you are required to spend a certain amount before the monetary amount can be deducted) will need to be viewed in USD currency. Unfortunately, any currency conversion will not be applicable if the amount does not meet the required spend at the point of checkout.

Patterns may not be resold in any form and they may not be offered for free in any forum, such as a blog. Finished items may not be sold without our permission – please contact jasmine.fang95@gmail.com if you have any specific questions.

Can I buy a completed piece?

Unfortunately, we are unable to sell finished pieces. One sample of each pattern is made for photography purposes and these need to be kept for publicity.