FAQs

If your country isn't listed at checkout or no shipping rate is available on our website, let us know and we will do our best to check if we can ship to your country.

We ship worldwide at a flat rate, and qualifying orders ship for free. International orders are sent by FedEx International Priority and usually arrive within 3–6 business days of dispatch.

Check your shipping cost before checkout: add items to your cart, then enter your country in the shipping calculator in the cart to see the exact rate for your order.

Delays can occasionally happen because of customs clearance, bad weather or public holidays.

Some remote or regional areas in Australia and Canada may incur an extra delivery charge. You can check your rates on our shipping calculator. As FedEx open more hubs in these 2 countries, your rates will also change. 

We offer special shipping rates within Singapore:

• Orders under S$50: S$7.95
• Orders of S$50 and above: FREE Shipping

Shipping is FREE to all addresses in East and West Malaysia.

Most international orders arrive within 3–6 business days of dispatch. Orders to Singapore usually arrive within 2–3 business days.

Delivery can occasionally take a few extra days because of:

• Customs clearance
• Severe weather
• Public holidays
• Remote or hard-to-reach delivery locations

Yes. As soon as your order ships, we'll email you the tracking details. You can also find them in your order history when you log in to your account.

For orders to the United States, we ship DDP (Delivered Duty Paid) — import duties and taxes are included in your checkout total, so there are no charges on delivery.

For all other destinations, import duties, taxes, VAT, and any other customs charges are the responsibility of the recipient. These vary by country and may be collected by the courier or customs authority upon delivery. We recommend checking your country's import rules before ordering if you are unsure.

We're unable to deliver to PO Box addresses. Please enter a residential or business address at checkout.

If you need delivery to a PO Box, FedEx charges about US$15 to hand the parcel over to a local third-party carrier. Add a note at checkout confirming you agree to this extra charge, and we'll send you an invoice after your order is received.

Please contact us with your order number. We'll work with the courier to locate your parcel and resolve the issue as quickly as possible.

Gift wrapping is free. Tick the Gift-wrap my order box on the product page, then add your personal message in the notes in your cart.

No. Every design is created by hand, without AI.

We come from a family of artists and writers and have published books of our own. We source artwork the traditional way: researching collections, reaching out to artists, and using WikiArt as our main reference to find the best paintings to turn into cross stitch.

Once your payment is complete, you can download your PDF in three ways:

1. On the checkout page: if you paid by card or PayPal, a download button appears on your order confirmation page.
2. By email: we'll send a download link to your email address.
3. From your account: your downloads are saved in your order history, so you can download them again at any time (see the image below).

If you pay by bank transfer (Singapore and Malaysia banks only), your download will be available once we've received your payment.

We have designs for every level, from beginner to experienced stitcher. On any collection page, you can filter by Skill level to find the right project for you.

Yes! We know not everyone has easy access to a printer.

Send us a message with the product's SKU number and we'll create a listing with a printed chart option for you. Shipping fees apply to printed chart orders.

14-count fabric is ideal for beginners and gives a larger finished piece. 18-count fabric gives a smaller, more detailed finish.

Yes. Our charts use clear symbols and a tidy layout, and we keep unnecessary confetti stitches to a minimum.

Confetti stitches are single stitches of different colours scattered across a design. We reduce excessive confetti wherever possible to make stitching more enjoyable.

Yes. Every kit includes 30–60% more thread than the design needs.

The quantities are based on stitching with 2 strands, so please separate your thread into 2-strand lengths before you start. Stitching with 3 strands or the full thread may leave you short.

If you prefer to stitch with 3 strands, contact us and we'll arrange extra thread for you.

No. All our designs are counted cross stitch, not stamped. You follow the printed chart and stitch onto blank Aida fabric.

Yes. Many of our customers start with our beginner-friendly and miniature designs, then move on to larger projects.

Each kit includes premium Aida fabric, embroidery thread, a printed colour chart, tapestry needles and instructions.

While stocks last, you'll also receive free extras: shimmering Kreinik thread, bobbins and a needle threader.

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!

Yes. We know some stitchers like to start their kits a little later, so here's what we cover.

1. Missing items (within 30 days of receiving your order): if anything is missing from your kit because of our error, we'll send it to you, or offer a partial refund if shipping to your location is too costly.
2. Not enough thread (within 12 months of receiving your order): if you run out, we'll send more thread, or offer a partial refund if shipping isn't practical.

And for something a little longer.

1. Lost printed chart: get the PDF version of the chart at 50% off (for kit purchases)
2. Lost PDF file: we'll replace it for free at any time with proof of purchase (your name, order number or the email used to order).

Please note that the replacement PDF may differ slightly from the original, as we update our designs from time to time. This warranty doesn't apply if a design has been discontinued and is no longer in our records.

We accept all major credit and debit cards, as well as Shop Pay, PayPal, Apple Pay, Google Pay, GrabPay, iDEAL/Wero, Bizum, MB Way, Satispay and Bancontact.

Customers in Singapore and Malaysia can also pay by bank transfer.

When your order ships, you'll receive a shipping confirmation email with:

• Your tracking number
• The courier delivering your parcel
• A direct link to track your shipment

Click the tracking link in the email to see the latest delivery updates.

From Your Account

1. Log in to your account on our website.
2. Select the order you want to track.
3. The latest delivery updates are shown within the order (see the image below).

No Tracking Number Yet?

Tracking details are sent once your order has been packed. Each kit is prepared by hand, so please allow 2–3 days after ordering. You'll receive your tracking email as soon as your parcel is on its way.

Usually, yes, as long as your order hasn't been packed and shipped yet. Please contact us as soon as possible with your order number and we'll do our best to help.

Please contact us right away. If your order hasn't shipped yet, we can update the address for you.

If none of your orders have shipped yet, we’ll automatically combine them and refund the extra shipping you paid. You don’t need to do anything. We’ll spot the duplicate right away, unless you ordered twice with different delivery addresses.

Orders sent to different addresses can’t be merged, so those are shipped separately.

Please check your spam or junk folder first. If it isn't there, contact us and we'll resend it.

You have 30 days from the day your order arrives to request a return. We don’t ask you to justify it. If we ask why, it’s only so we can improve. Not every design is for everyone, and if what you received isn’t right for you, you’re welcome to send it back.

You can receive a full or partial refund, depending on the condition of your items. Refunds don’t include shipping charges, duties or taxes.

1. Unused items in their original condition: full refund of the item price.
2. Partially used items: we’ll assess them and offer a partial refund.

1. Open your order in your account and request a return.
2. Once we approve it, send the item back using the cheapest international shipping you can find. We recommend choosing a service with tracking.
3. Your parcel doesn’t have to reach us within the 30 days. As long as you request the return within 30 days, we’ll refund the product once it arrives.

If something went wrong on our end, such as a missing item, the wrong item or a damaged product, you don’t need to send anything back. We’ll put it right at no cost to you, with a replacement or a refund, whichever you prefer.

To let us know:

1. Contact us within 30 days of receiving your parcel.
2. Tell us what happened and attach a clear photo of the item and the packing slip, so we can check it quickly.
3. We’ll confirm the next step with you and refund or resend within 24-48 hours.

Refunds go back to your original payment method. We issue your refund within 24 hours of receiving your return.

• Debit or credit card: the funds reach you in 5–7 days, depending on your bank.
• PayPal or Grab: within 1 day.
• Bank transfer: once we have your account number, we transfer the money the same day.
• Other payment methods: timing depends on that provider’s own process.

Returns are free for orders delivered in Singapore and Malaysia. Request your free return here. You don’t need to request it through your account.

We can't accept returns on PDF patterns or Stitch a Photo orders, as these are digital or made to order.

If you have any problem with one of these orders, please contact us and we'll be happy to help.

You can earn Store Credit through cashback or vouchers. It is issued in your local currency, so the amount may look slightly different from the original value because of exchange rates.

Store Credit can only be used for purchases on our store and is valid for 3 years from the date it is issued.

1. Log in to your account before you check out.
2. Go to checkout as normal. Don't use the express payment buttons at the top (Shop Pay, PayPal, Google Pay).
3. On the payment step, select your Store Credit to apply it (see the image below).

Important: Your Cart Currency Must Match Your Store Credit Currency

Store Credit only appears when your checkout is in the same currency as your credit. For example, credit in SGD can only be used on an order paid in SGD. Your checkout currency is set by your delivery country, so make sure you are shipping to the country your credit was issued for.

1. Check that your cart currency matches your Store Credit currency.
2. Log out of your account, log back in, and try again.
3. If it still doesn't show, place your order and add a note asking us to apply your Store Credit. Tell us whether to use all of it or a specific amount. You can also email us right after placing your order. We'll refund that amount to your original payment method and deduct it from your Store Credit balance.

1. Log in to your account.
2. Click Profile.
3. Your Store Credit balance is shown in the top-right corner.
4. Click the amount to see your available balance and credit history.

• Every S$100 spent in a single cart — S$2.00
• Write a review (text or photo) — S$3.00
• Share a finished or WIP image of our design — S$3.00 per design
• Submit an unboxing video, IG video tag, or video review — S$5.00
• Pay by Grab or bank transfer (SG/MY only) — S$1.00

Cashback is credited in your order currency.

Store Credit is valid for 3 years from the date it is issued.

1. Store Credit is issued in the currency of your order.
2. Cashback is added to your account within 24 hours of your order. If you haven't received it after 24 hours, please contact us.
3. Cashback can't be earned on refunded or exchanged items, and is cancelled if the order is cancelled or refunded.
4. Cashback can't be exchanged for cash.
5. We may change or end the cashback programme and its terms at any time.