FAQs

We accept major credit cards, debit cards, and other secure payment methods such as Google Pay, Grab Pay, Apple Pay, iDeal, Bancontact and Paypal. Bank transfers are also available for Singapore & Malaysia.

Follow these simple steps to check your order's progress.

Use Your Shipping Confirmation Email

Once your order has shipped, you'll receive a shipping confirmation email containing:

• Your tracking number
• The courier handling your package
• A direct link to track your shipment

Simply click the tracking link in the email to see the latest delivery updates.

Track from Our Website

1. Visit our website and sign into your account
2. Choose the order you wish to track
3. Within your order itself, there will be an update on the movement of the package. (See image below)

Haven't Received a Tracking Number Yet?

Don't worry! Your tracking information is only sent once your order has been packed.

If you've just placed your order, please allow us about 2-3 days to handmade it with care. You'll receive your tracking email as soon as your package is ready to go.

Please scroll down below to our returns section for a detailed view of our return policy.

Orders can usually be modified or cancelled before they are packed and shipped. Contact us as soon as possible with your order number and we will try our best.

Please contact us immediately. If your order has not shipped, we can update the address for you.

If your orders have not yet been dispatched, we may be able to combine them and refund any excess shipping charges.

Please check your spam or junk folder. If you still can't find it, contact us and we'll resend it.

We are old school artists, and we come from a family of artists and writers. We have published books and acquired art for designing cross stitch the real way of scouring sites, approaching artists and using wikiart as our predominant source in looking for the best art to design cross stitch with.

Once payment is made, your PDF can be downloaded in 2 ways.

1. If payment is made via credit card or PayPal, your PDF download button will appear at the end of your checkout page.

2. An email with a download link will also be sent to your email address.

3. Your downloads are also available within your order history and you can download them at anytime. (see below)

If you are making payment by bank transfer (only for Singapore/Malaysia banks), downloads will only be available after your payment has been received.

We offer designs for beginners, intermediate stitchers, and experienced stitchers. You can filter a collection by Skill level on any collection page.

Absolutely! We understand that not all of our customers have easy access to a printer.

Just send us a message with the product SKU number, and we’ll create a product listing with a printed chart option. Please note that shipping fees will apply to printed chart orders.

14-count fabric is ideal for beginners and creates a larger finished design. 18-count fabric produces a smaller, more detailed finish.

Yes. We focus on clear symbols, organized charts, and minimizing unnecessary confetti stitches wherever possible.

Confetti refers to isolated stitches of different colors scattered throughout a design. Our charts are designed to reduce excessive confetti where possible, making stitching more enjoyable.

We include 30–60% extra threads beyond what the kit requires. Be sure to separate the threads into sets of 2 strands before starting your cross stitching. Using 3 strands or the entire thread may result in not having enough for the entire design. If you prefer to stitch with 3 strands, please contact us to arrange for additional threads.

All of our designs are Counted Cross Stitch, not stamped, so you will need to refer to the chart and stitch on a blank Aida fabric.

Yes. Many of our customers start with our beginner-friendly and miniature designs before progressing to larger projects.

Our kits typically include premium Aida fabric, DMC floss, printed chart, tapestry needles, and instructions. You will also receive freebies such as shiny Kreinik thread, bobbins and a needle threader while stocks last.

As a fun optional bonus, we include approximately 3-6 metres of shimmering Kreinik thread with your kit. The colour is carefully selected to complement one of the colours in your design.

Once you've completed the regular stitching, you can add the Kreinik thread over selected stitches to create beautiful sparkling effects. Use it to highlight details, add accents, outline elements, or bring extra dimension to your finished piece.

There are no strict rules, this is where your creativity can shine. Make it as subtle or as sparkly as you like!

We know that some of us like to start our kits a little later—no worries! Here's what our warranties cover:

Limited warranty

Missing Items (within 30 days of receipt):
If any items are missing from your kit due to our oversight, we’ll send the missing parts or offer a partial refund if shipping costs are too high for your location.

Insufficient Threads (within 12 months of order receipt):
If you run out of thread, we’ll send more or offer a partial refund if shipping is not feasible due to high costs.

Lifetime Warranty

Lost Printed Chart:
Get the full PDF version of the chart at 50% off (if you purchased the kit).

Lost PDF File:
We’ll replace your lost PDF for free, anytime, with proof of purchase (your name, order number, or email used for the purchase).

Please note: the PDF you receive may not be identical to the original, as we regularly update our designs.

This warranty is void if the design has been discontinued and the files are no longer in our database.

Yes. We ship worldwide using trusted carriers such as FedEx, DHL, UPS, and other courier partners depending on destination.

We offer Free Shipping for both East & West Malaysia.

Most international orders arrive within 4-8 business days after dispatch.

Shipping times may be affected by factors outside our control, including:

• Customs clearance processes
• Severe weather conditions
• Public holidays
• Remote or non-standard delivery locations

These may result in delays of a few additional days.

Yes. Tracking details will be emailed once your order has been shipped.

When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country.

These charges are not included in the product price or shipping fee unless explicitly stated at checkout & product pages as we do offer DDP for some countries. The recipient is solely responsible for paying any applicable import duties, taxes, VAT, customs clearance fees, or other charges required to release the shipment.

If customs charges are refused or left unpaid, the shipment may be returned, abandoned, or destroyed by the carrier or customs authority. Any return shipping fees, customs charges, or losses incurred in such cases may be deducted from any eligible refund.

Goods arriving into EU from non-EU country

Orders shipped from outside the European Union may be subject to import VAT, customs duties, and other applicable fees upon arrival in the destination country.

These charges are determined by the customs authorities of the destination country and are not included in the product or shipping price shown at checkout. If applicable, payment of these fees is the responsibility of the recipient before the order can be delivered.

Import VAT is generally charged according to the VAT rate of the destination country.

Customs duties may apply depending on the value of the goods, their classification, and the regulations of the destination country. In many cases, customs duty is not charged on goods valued at €150 or less, although import VAT may still apply.

If you have any questions regarding potential import charges, we recommend contacting your local customs office before placing your order.

We are unable to deliver to PO Box addresses. Please provide a valid residential or business address at checkout.

If your parcel is lost in transit, please contact us. We will work with the shipping carrier to resolve the issue as quickly as possible.

We have a 30-day return policy, which means you have 30 days after receiving your item to request for a return.

To receive a full refund (less shipping if any), items must be returned unused and in their original condition. Partially used items will be assessed, and a partial refund will be issued accordingly.

We recommend the most economical shipping method with tracking. It's ok if your return reaches in more than a month, as long as it's initiated within 30 days, a refund of the product price is guaranteed once we received it.

To start your return, click here to access the order in your account.

Once your refund is approve, you can proceed with arranging the most economical international shipping you can find. Tracking is recommended.

Refund Method
Refunds will be processed back to your original payment method within 5–7 days.

For more information, read our Returns & Refunds Policy.

We offer Free Returns for orders in Malaysia.

Not loving your kit? Then return it to us anytime within 30 days of receipt. To receive a full refund, items must be returned unused and in their original condition. Partially used items will be assessed, and a partial refund will be issued accordingly.

The shipping label for the return will be emailed to you. Do check your junk folder in case our emails land there.

Refunds will be processed back to your original payment method within 5–7 days.

To start your return, click here to access the order in your account.

For more information, read our Returns & Refunds Policy.

We are unable to offer returns on Stitch a Photo and PDF orders.

But if you do face any issues with these 2 services, please let us know and we will be happy to assist.

You now have store credit within your account. You may receive cashbacks or vouchers through store credit.

Store credit can only be used for orders with the store and has an expiration date of 3 years from date of issue.

Check the box for gift wrapping on our product pages & add your personal message for your gift in your cart notes. Our gift wrapping services are totally Complimentary!

Enjoy a special 5% Lifetime Discount Voucher to use anytime—yours with your first kit purchase!

These special codes are stackable and can be used alongside any current promotion.

Your voucher code is printed right on your reusable kit packaging so you will have it on hand.