Refund and Returns Policy

We are unable to accept refunds or exchanges on digitally delivered purchases (such as our Cross Stitch PDF Patterns).

If you have made a purchase of a physical item that you are unhappy with for some reason, please contact us directly to discuss. We can accept returns and refunds or exchanges, provided your request adheres to our Refund and Returns conditions below.

To be eligible for a return and a full refund on a physical purchase, your purchase must be:

• Within 30 days of the original purchase;
• Within 10 days of receipt of the physical goods being delivered; 
• Completely unused and in the same condition you received it;
• Still in the original packaging and in no way damaged;
• In a salable condition for resale once returned to us;

If these conditions are met and can provide receipt or proof of purchase, we can arrange a refund of your purchase once we have received the returned goods. You will not be refunded the original cost of shipping, nor be compensated for the cost of returning the physical items back to us.

There are certain situations where only partial refunds are granted at our discretion:

• Where the item has obvious signs of use;
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
• Any item that is returned more than 30 days after the purchase was made;
• Any item that is returned more than 10 days after the item was received;

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved for a refund, we can also provide exchanges to something of equal value, gift cards, or account credits.

When receiving a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment as quickly as possible. If you have been notified of the purchase being refunded but have not yet received payment, please first check your bank account/payment method and statement again. The balance may change prior to the statement being updated.

Please note, depending on your payment method, there are varying amounts of times for credits and refunds to be processed by the various financial institutions between us! This can be as little as 1-2 hours, or as much as 5-10 working days (particularly if you are in a region where bank holidays might be being observed).

If you’ve done all of this and you still have not received your refund yet, please contact us directly here.

To be eligible for a replacement or an exchange on a physical purchase, your purchase must meet one of the following criteria:

• Not the item you ordered;
• Defective or damaged in some way;
• Not fit for the purpose it was advertised for (please demonstrate how!);

We can offer replacements of the same purchased item in the event of damage or faulty goods, or an exchange to an item of equal value, but only once the returned item has been received.

If you have any further questions regarding our Refunds and Returns policy please contact us using the form here.