Payment, delivery and returns
First and foremost if you have any problems with anything at all, please get in touch. We are very friendly and like our customers very much! We want you to have a great experience and will do everything we can to iron out any issues at all.
We use PayPal or Stripe to process our payments - easy, safe and trusted.
Delivery is FREE on all orders over £10 for domestic UK deliveries. During the current Covid-19 situation there are many factors that may delay your order which are sadly out of our control. Please be assured that we are working as hard as we can to get your kits to you as soon as possible. We know how important a hobby cross stitch can be at this time.
We would usually aim for a 24-48 hour delivery from order receipt to dispatch. Due to the current situation we are only now dispatching on 2 days per week. We are making kits as fast as we can and will get them into the post as quickly as we can. We are also experiencing some delays on receiving fabric and thread from our suppliers. Where this effects your order we will contact you directly via email.
Orders are currently posted second class for free, which normally advertises a 2-3 working days turn around. However Royal Mail are currently experiencing delays but these are changing day to day.
Proof of postage will be available for all parcels.
The pricing structure for deliveries outside the UK remains the same, but may be subject to the same delays.
Europe - £5.50 (3-5 days from despatch)
Asia and Africa - £7.00 (7-10 days from despatch)
The Rest of the World - £5.50 (7-10 days from despatch)
Internationally shipped parcels may also be held up in customs. You may be liable for customs import fees in your home country outside of the UK. These are the sole responsibility of the purchaser.
Please remember that occasionally things outside of our control (weather, customs, etc), may delay delivery times but we will always do everything that we can to help.
(Please note we are relaxing the time limits on returns for the foreseeable future).
We only accept complete satisfaction with our products. If it’s not right for any reason then please get in touch by email within 30 days of receipt and explain the issue. In the unlikely event that a kit arrives damaged or faulty then please get in touch for a replacement. I may request you email a photograph and explain the damage as it may help us to decide if we need to change our packaging or delivery methods in the future.
Under the Distance Selling Regulations, you have 7 working days (beginning the day of receipt) to cancel your purchase - we are very generous though and offer a 30 day return period. In this case, we provide a full refund on the goods, less delivery charges, but you must return the cancelled items in an unopened, unused and resalable condition at your own cost. Your statutory rights are not affected by our returns policy.
Once returned items have been received in a resalable condition then a refund (less the original delivery cost) or exchange will be processed within 2 working days. Please obtain a proof of postage for any items returned to us.
You’ve purchased from us because our designs are unique and you love them. It takes hard work to create them so please enjoy them for personal use only. Do not copy or distribute them. All designs are subject to full copyright.
Thank you for your interest and custom. We appreciate it.