FAQs

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.

Remote Delivery Areas

Some remote or regional areas in Australia and Canada may incur an extra delivery charge. If this applies to your order, we'll contact you so you can choose to pay the difference, give us an alternative address, or cancel for a full refund.

We offer special shipping rates within Singapore:

• Orders under S$40: S$8.00
• Orders of S$40 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.

Your order may be subject to customs duties, import taxes, VAT, GST, brokerage or clearance fees, or other charges required by your local customs authority or carrier. These charges vary by country and may depend on the value, type, and origin of the goods.

The Art of Stitch does not collect or pay these charges on behalf of customers. If applicable, the recipient is responsible for paying all charges required to release and deliver the shipment.

Customs Delays & Unpaid Charges

If customs duties, taxes, or other charges are refused or left unpaid, the shipment may be delayed, returned to us, abandoned, or otherwise disposed of by the carrier or customs authority.

In such circumstances, any return shipping costs, customs charges, storage fees, carrier fees, or other costs incurred may be deducted from any eligible refund. Orders that are abandoned or destroyed due to unpaid charges may not be eligible for a refund.

European Union Orders

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

These charges are determined by the customs authorities of the destination country and are the responsibility of the recipient. Import VAT and customs duties may vary depending on the destination country, order value, product classification, and applicable regulations.

Customers in the European Union are responsible for checking with their local customs or tax authority if they wish to determine the potential import charges before placing an order.

Please Check Before Ordering

Import regulations and tax requirements differ between countries and may change from time to time. We recommend checking with your local customs authority before placing an international order if you are unsure about potential import charges.

By placing an international order, you acknowledge that any applicable import duties, taxes, VAT, customs clearance fees, and related charges are your responsibility.

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.

We accept all major credit and debit cards, as well as PayPal, Apple Pay, Google Pay, GrabPay, iDEAL and Bancontact.

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

From Your Shipping Email

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.

Please see the Returns & Exchanges section further down this page for our full return policy.

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 been dispatched yet, we may be able to combine them and refund any extra shipping you paid. Just contact us with your order numbers.

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 you receive your order to request a return.

Refund Conditions

• Unused items in their original condition receive a full refund (excluding shipping).
• Partially used items are assessed and receive a partial refund.

How to Return an Item

1. Click here to open the order in your account and request a return.
2. Once your return is approved, send the item back using the most economical international shipping you can find. Tracking is recommended.

Your parcel doesn't need to reach us within 30 days. As long as you request the return within 30 days, you'll receive a refund for the product once it arrives.

Refunds

Refunds are made to your original payment method within 5–7 days of us receiving the return.

For full details, please read our Returns & Refunds Policy.

Returns are free for orders delivered in Singapore and Malaysia.

Not loving your kit? You can return it within 30 days of receiving it.

• Unused items in their original condition receive a full refund.
• Partially used items are assessed and receive a partial refund.

How to Return an Item

1. Click here to open the order in your account and request a return.
2. We'll email you a prepaid return shipping label. Please check your junk folder if you don't see it.

Refunds are made to your original payment method within 5–7 days of us receiving the return.

For full details, please read our Returns & Refunds Policy.

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.

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, DMC 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.

Limited Warranty

• 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.
• 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.

Lifetime Warranty

• Lost printed chart: get the PDF version of the chart at 50% off (for kit purchases).
• 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.

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.

How to Use Your Store Credit

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.

If Your Store Credit Doesn't Appear

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.

How to Check Your 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 order earns you cashback as Store Credit. It's our way of saying thank you!

Ways to Earn Extra Cashback

• A video ➜ S$3.00
• A photo ➜ S$2.00
• A review with a verified purchase ➜ S$1.00
• Spend S$100 or more in one order ➜ S$1.00
• Pay by GrabPay or bank transfer (Singapore and Malaysia only) ➜ S$1.00

Amounts are shown in SGD. Your cashback is issued in your local currency, so it may look slightly different because of exchange rates.

Terms & Conditions

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

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.