FAQ

How long does it take to design a custom order?
For digital and printed patterns and DIY Kits, 1 – 2 weeks.

Projects that you design and are hand-sewn by us will depend on the overall size. Smaller items can be finished in a few days. Larger, more complex designs can take up to 10 weeks, sometimes longer.


Can I cancel, return, or exchange my order?
Each item has its own return policy, so be sure to read the entire description before purchasing.

If you purchased a personalized or custom order, we cannot accept cancellations, returns, or exchanges, because it was designed specifically by you and it is unlikely we will be able to sell it.

Orders purchased with a gift certificate are ineligible for a refund.


What is your full refund policy?
In order to begin a return, you must contact us within 7 days. We will then provide a Return Authorization number and return shipping label via your email on file.

A refund will be issued within 14 days after your item is received and thoroughly inspected, minus the cost of return shipping, and a 10% restocking fee, unless otherwise stated in the individual listing.

Returns that are delivered without prior authorization will be refused, and sent back to you.

Orders purchased with a gift certificate are ineligible for a refund.


What shipping options do you offer?
USPS Ground Advantage (formerly First Class) for lightweight items. You can upgrade to Priority for an additional fee.

If you would like a different carrier, send us a message and we can discuss pricing options.


How soon will my order ship?
That depends entirely on what you ordered.

Ready-To-Ship & DIY Cross-stitch Kits are shipped within 2 business days.

Custom Designs and Made-To-Order projects depend on size and production time. When designing a custom order, we will be able to give you a more precise time-frame.

If you purchase a combination of items (i.e. DIY Kits and custom orders), we will mail your order in one shipment, when all items have been completed. If you would like items shipped separately, please contact us before ordering.


My order arrived outside of the delivery estimate. Can I get a refund?
For orders shipped within the United States: If your item is not delivered within 21 business days after we handed it to the post office, please contact us for a full shipping refund.

For orders shipped outside of the United States: If your item is not delivered within 45 business days after we handed it to the post office, please contact us for a full shipping refund.

Please note that if the delivery service tracking information shows that your items has been delivered, there is nothing we can do.


My item arrived damaged. Is there anything you can do?
Contact us right away, with photographic evidence of the damaged package and all the contents. If the item was damaged during shipping, we will issue a full refund.


My item was damaged after delivery. Is there anything you can do to help?
If an item is damaged through no fault of our own, or the fault of USPS, we can, at our discretion, issue a refund minus any loss of value.