All instock orders are shipped within 3-5 business days. All pre-ordered kits will ship on or before the date specified in the listing. Upon shipping, you will receive an email with a tracking number.
US Customers: If your shipping total charged is between $2-4 your order will be shipped via First Class. If your total shipping is $6 your order will be shipped via Flat Rate Priority. If your order total is more than $100, you'll receive free priority shipping- no promo code necessary!
International customers: Shipping charges range between $9-18 depending on your location and order weight. When we print postage if you have overpaid on shipping by more than $1, we refund the excess shipping charge. Please note: we are unable to change the customs form- it is against the law. :) International customers are responsible for the customs fees. UK customers, here is more info about fees: https://www.gov.uk/goods-sent-from-abroad/overview
Important: Once the package leaves us and has been scanned by the post office, we are no longer responsible for it. Please be sure that you've entered your address correctly when checking out. If you are concerned or have had packages missing in the past- please contact us for insurance on your package. We will no longer give replacements or refunds for packages marked as delivered.
PDF sales are final sale only due to the nature of the item.
We will gladly accept returns on any kit or notion purchase within 15 days of your order. All items and packaging must be fully intact and resellable. Unless it is an error on our part, the customer is responsible for shipping the item back to us. We will provide a full refund excluding original shipping costs within 72 hours of receiving the items back to us.
You will have three download attempts per pattern and these links expire after 30 days. If you are downloading your purchase on an iPhone or other smart phone, each time the page refreshes, it will use a download attempt so be sure to save it to a Dropbox, iBooks or Adobe Reader.
Need help downloading your pattern? Visit our handy tutorial.
All kit purchases contain the pattern in either PDF or printed form. The listing will specifically state which one you are purchasing- please double check which form you are receiving before checking out.
Due to high demand each order is limited to 5 kits of the same pattern title per customer, per order. Needleminders are limited to 5 of the same style per customer, per order. If you are looking to combine shipping with a group of friends- no problem! Just let us know so we can confirm the order. :)
We reserve the right to cancel any order at our discretion.
Promo codes are not valid on the Clemes & Clemes cross stitch stand.
Email & Customer Service
We love to hear from our customers! Our email help hours are between 8 am and 4:30 pm, Monday-Friday. We are based in California which is Pacific Time. Please do not email multiple times- we answer all emails in the order they are received. Our email address is firstname.lastname@example.org
Be sure to take the time to read your PDF completely, chances are the answer to your question can be found in that file. :)
1 Strike and You Are Out Policy!
Because of the high rate of file sharing and uploading to illegal file sharing sites, we now have a 1 Strike and You Are Out Policy. If you are caught uploading or sharing your file, your order will be canceled, further download attempts will be blocked and you will receive a Cease & Desist letter from our lawyers.
If you are a needlework shop interested in carrying our patterns, they are available through Hoffman Distributing, Yarn Tree & Wichlet Imports.