Policies | The Frosted Pumpkin Stitchery

Policies

Thank you for visiting The Frosted Pumpkin Stitchery!

Here are our shop policies. If you have any questions, please feel free to email us at: hello@thefrostedpumpkinstitchery.com

Shipping
Due to fast shipping turn around time we are unable to cancel orders.

All pre-ordered kits will ship on or before the date specified on the product page. Any in stock items in your order will ship at the same time as your pre-order. Upon shipping, you will receive an email with a tracking number. You will also receive an email when your order is out for delivery and a third email when your package is delivered. If your package is delivered but you did not receive it, please contact your post office as soon as possible with the tracking number. 

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 can no longer give replacements or refunds for packages marked as delivered.


Returns
PDF patterns are final sale due to the nature of the item. Obviously we want you to love your new pattern so if you have any questions, please feel free to email us at: hello@thefrostedpumpkinstitchery.com

We will gladly accept returns on any kit or notion purchase within 10 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. 


Orders
We reserve the right to cancel any order at our discretion.

You will have five download attempts per pattern and these links expire after two years. 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. We are more than happy to reset downloads and provide pattern updates, you do not have to order the pattern a second time! :D

Need help downloading your pattern? Visit our handy tutorial

All kit purchases contain the pattern as a PDF.

Email & Customer Service
We love to hear from our customers! Our email help hours are between 8 am and 4:30 pm, Monday-Friday Pacific Time. Our email address is hello@thefrostedpumpkinstitchery.com 

Be sure to take the time to read your PDF completely, chances are the answer to your question can be found in that file. :)


Wholesale 
If you are a needlework shop interested in carrying our patterns, they are available through Hoffman Distributing, Yarn Tree & Wichelt Imports.