Refund and Returns Policy

Requesting a Return

We want to make your experience shopping with us an easy and happy one! If you're not satisfied with your purchase, please to organise a return.

Eligibility

  • You can return new and unused products within thirty days of delivery for a full refund of the cost of the goods only. We will not refund the original postage costs.
  • Returned goods must be sent with their original, undamaged packaging and the original invoice.
  • Faulty, defective or wrongly delivered goods will be fully refunded, including the original and return postage costs. The fault must not be caused by misuse, use against the manufacturer's recommendations, or be caused by reasonable wear and tear.
  • Your email or letter to us requesting the refund will be deemed to have been received by us on the date you send it.
  • Exceptions

    Tapestry Kits

    If you have bought an 'off the shelf' tapestry kit from us, these are refundable if you return it in its original salable condition.

    Custom Tapestry Kits

    For custom tapestry kits that you have designed using our online software, we are unable to refund the canvas as they are made on demand and are bespoke to your needs. Any yarn in 10m bundles may be returned to us for a partial refund

    Digital Goods

    If you have purchased digital goods from us such as digital needlepoint patterns, once you have downloaded those digital goods, you will no longer be able to cancel your order. Digital downloads are available for a period of 30 days from the date of purchase. It is your responsibility to download your purchased patterns within 30 days and check for any faults within this period

    UK Customer Contract Regulations 2003

    In addition to our own Returns and Refunds Policy: under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days upon receiving any goods to cancel your order. When cancelling an order you can only cancel the entire order, no partial cancellations will be accepted. Where you exercise this statutory right to cancel, we will fully refund the price paid for the goods and the original delivery costs. The refund will be paid to you once we receive the goods in resalable condition. In all cases of cancellation, the notification to us must be made in writing (e-mail counts as in writing) within 14 calendar days of you receiving the goods and should include the order number and details of the claim.

    Online Dispute Resolution for EU residents

    If you are resident in the European Union, the following European Commission online dispute resolution platform is available to you as a framework for extrajudicial settlements of disputes arising from online contracts: http://ec.europa.eu/consumers/odr/