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.

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.

For Malaysia/Singapore - we offer Free Returns. International returns, you will need to bear the shipping cost if return is due to change of mind. We recommend the most economical shipping method with tracking included. Do provide us with the tracking number once received so we can help to look out for 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.

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 5-8 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.

For most destinations, import duties and taxes may apply and are the responsibility of the customer unless otherwise stated at checkout.

Only for US, duties & tariffs are included in the shipping costs.

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.

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.