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How can I change or cancel my order?
We process all orders as soon as possible and often within hours of being placed. Therefore to cancel or change an order, please contact us as soon as possible on 01926 485 045 or firstname.lastname@example.org. We will do our best to make the changes you require but if the order has already been dispatched, you will need to follow our returns procedure (please see below).
I entered the wrong address at checkout and my order hasn't arrived.
Customers are responsible for ensuring the shipping details entered at checkout are correct. If an item is sent to the wrong address and later gets lost or delayed, unfortunately we cannot be held responsible and our policy is not to offer a refund in this situation. Often items will get returned to us by Royal Mail and if this happens, only at that time would a replacement or refund (less shipping costs) be offered.
How will my order be posted?
We post our items using Royal Mail. Buyers are responsible for any customs or import taxes that may apply in their country. We don’t have any control over delays due to items being held by customs in other countries. The customer is responsible for any import tax or customs charges that may be applicable.
How long will my order take to arrive?
It depends on the delivery services. Some customers choose standard shipping at checkout which is cheaper but generally takes longer and there is no tracking available. If you choose the Tracked and Signed shipping option, this generally is quicker and there is tracking available.
UK items can take anywhere from 1 day to 4 weeks to arrive and for international items, anywhere from 7 days to 10 weeks to arrive. Thank you for your patience.
Please note our dispatch times are 3 working days which is separate to shipping estimate times. During periods of Royal Mail strike action, please note that these periods may be extended in the circumstances. You can find out more about Royal Mail deliveries here.
What is the cost of postage?
The costs depend on your location, the weight of your order and the current Royal Mail UK rates. Your shipping options will be displayed at checkout, after you enter your shipping address. For all international orders, we recommend selecting the tracked shipping option. We offer 1st Class, 2nd Class, Signed For, International Standard and International Tracked & Signed.
When will my order be dispatched?
Providing the kit ordered is in stock, we will post your order within 3 working days. For all stitch-a-long and pre-order items other than the advent calendar box, we aim to ship your order within 14 working days. For all 2024 Advent Calendar Box pre-orders, we aim to ship your order from September 2024. Any items ordered together at the same time under the same order number (5 digits starting with #) will be shipped together.
Where do you deliver?
We deliver to over 50 countries worldwide. The customer is responsible for any charges levied by their bank, PayPal or other debit/credit card provider for currency exchanges or purchases from the UK, if they are based overseas. For any queries relating to exchange rates or bank charges, please contact your bank or PayPal directly. We have no authorisation or control over these charges. We recommend selecting the Tracked & Signed shipping option for international orders.
What do I need to do if I need to change / update the shipping address after placing an order?
If you have any open orders that have not been dispatched yet you must contact our Customer Service team at email@example.com to update your shipping address. If your order has already been packaged up and processed for collection or already dispatched we are unable to amend the shipping details and your order will be shipped to the shipping address provided at the time of order. Please therefore contact us as soon as possible. If you update your shipping address on your account then this will only apply to orders made after the change.
When will I know my order has been shipped?
Once our postal provider has collected your order then you will receive a shipping confirmation email to notify you that your order is on its way to you.
My order is showing as delivered but its not here
If you have paid for tracked shipping and your order is showing as delivered please check whether it has been left in a secure location or with a neighbour. If, after checking, you are still unable to locate your package, then please contact us at firstname.lastname@example.org.
I've bought a 'seconds' item or surprise bundle, can I swap and item or return it?
I'm afraid not. We include details on the product listing of the items' condition being seconds with small imperfections. Items in seconds bundles cannot be swapped, exchanged or returned.
Can I return my order?
Yes, we offer a 28-day money back guarantee. Please contact us at email@example.com and we will provide further details on how to return your unused, unopened and undamaged item to us and a refund will be processed within 10 days. Any issues with a lost order must be raised within 10 weeks since dispatch or we cannot process a replacement. Digital products, due to their instant nature of delivery, cannot be refunded.
Which kit would you recommend for a beginner?
Our recommendations for beginner kits can be found here. Any ongoing stitch-a-long is also perfect for beginners and a great opportunity to learn from the community. We always recommend selecting 14 count aida fabric if you are new to the craft.
If I join a Stitch-a-Long part way through, do I receive all previous pattern parts?
Yes. If you join part way through, you will receive that month's updated pattern which includes all previous parts too.
Can I buy the pattern on its own?
Most of our kits are also available as digital patterns. If you can't find what you're after, please do get in touch!
Why don't you offer printed patterns for stitch-a-longs?
In the very early days, we did offer printed patterns for stitch-a-longs but unfortunately, the logistics of printing various pattern pages and shipping these to various locations to be received on the same day was very challenging.
Members enjoy the flexibility of PDF patterns so they can choose to use them on a desktop, laptop, tablet or mobile device and zoom in. They can choose to print the patterns if they wish, somewhere local and cost effective for them e.g. at home, at work, at a library, office centre or supermarket or using an online printing service. This means we can have the same PDF pattern file sent to thousands of stitch-a-long members at the exact same moment!
Why is the price different for a stitch-a-long PDF pattern vs. a standard PDF pattern?
All of our PDF patterns only for stitch-a-longs are a similar price. The stitch-a-long patterns comprise of 30+ PDFs over the duration of the project (anywhere between 4 and 8 months) which are sent manually (black and white, colour, 1 page, split over 2 pages etc).
Also included is 4-8 months worth of hosting the event, the time spent by Sally and the wider team managing and helping with the project, 24/7 support, tips, advice and content to accompany the stitch-a-long community project.
After stitch-a-longs end, the PDF only price drops in line with other standard instant download patterns. Our standard PDFs (non stitch-a-longs) are cheaper. This is because they are instant downloads which are fulfilled automatically. Hello Pumpkin was a similar price to Hello Sunshine when it was a stitch-a-long. Hello Petal was never a stitch-a-long.
Can you design a custom pattern for me?
We only work with select magazines and companies on collaborations. However, you can now use www.loveitstitchit.com to create and sell your own cross stitch patterns!
Do you hold on to my credit card details?
No, all details supplied are not held by us, they are securely used and processed via paypal. We can guarantee the complete security of our site and payment processing SSL via Shopify. SSL (Secure Sockets Layer) is the security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral.
We reserve the right to refund and cancel any order based on the misuse of discount codes or any other conduct we deem inappropriate.
If I subscribe for the Caterpillar Club Box, when will I be charged?
You will first be charged on the day you subscribe. The next payment will be made 2 months after that date and every 2 months after that. If you cancel your subscription after a payment has already been processed, you will still receive that box but any future boxes and payments wont' be charged. If you need any assistance, please email firstname.lastname@example.org.
Can I pause or skip my subscription?
If you are on a bi-monthly subscription, you can edit your next charge date yourself within your account on our website or you can email us on email@example.com or call us on 01926 485 045 and we can change the next charge date for you. If you have an annual subscription (with 15% off all 6 boxes) these cannot be skipped.
Do I need to buy each subscription box individually?
If you have an active subscription, the payment is taken automatically and a new box shipped out every 2 months - you don't need to do anything.
I've ordered a subscription box but I haven't received it yet.
For 2022, the Caterpillar Club Box subscription is bimonthly which means that one box is posted to you every 2 months. During 2022, the boxes are shipped on 1st February, 1st April, 1st June, 1st August, 1st October and 1st December. The current cut off dates for subscriptions and the shipping dates are detailed in the product description.
I have an active subscription and I need to change my shipping address for future boxes, what should I do?
Please change your shipping address within your subscription, as well as on your account. This can be done on the ‘My Account’ page by clicking the ‘Manage Subscriptions’ button. If you’re unsure, please send an email to firstname.lastname@example.org and we can check this for you.
I have purchased a ticket for a Stitching Social event, what happens next?
Congratulations and thank you for joining us! Prior to the event, you will be contacted by email (the address you used at checkout) with a link to the event (if virtual) and all of the details you'll need. We will also get in touch if we need to clarify anything or if we need to know your kit choice.
How do I apply I discount code?
On the final checkout page, there is a box under the total price, in which you can enter any active discount code and it will be automatically applied. Please note, discount codes cannot be combined with any other offer e.g. a bundle discount, subscription deal or first order 10% discount. The bundle offer will be applied first.
Do you accept commissions?
No, unfortunately at the current time we do not have capacity to accept any new commissions. Please check back in future as this may be a possibility at a later date. If you are interested in Sally designing a custom piece for a company, brand or other organisation with a view to then purchasing wholesale kits of that design, please email email@example.com.
What's included in the standard / VIP ticket price?
All information is included in the product listing on our site here.
Does the price include accommodation and food?
The ticket prices do not include accommodation. Our recommendations are included in the PDF download guide. Tea, coffee, water, pastries and light snacks are included but not main meals. Gluten-free and vegan options are included.
Is there a discount on the hotel rooms for event attendees?
Yes, you will find details of the discount code to be used within your PDF download guide.
Is there a payment plan?
Yes, you can choose to pay using Clearpay (terms and conditions apply). More details on the product listing or here.
Is there a virtual option?
I'm afraid we cannot accommodate virtual attendees. The event will be photographed and filmed and will be later available on YouTube and across social media.
Are tickets refundable/transferable?
Tickets are non-refundable. You can transfer your ticket to someone else but please do contact us so we can update our records and the new ticket holder will gain entry.
In most cases, customers are required to make the first payment at the time of purchase. The remaining three payments are due fortnightly and will be drawn from your selected payment method. If you would like to make additional unscheduled payments before they are due, you can log in to Clearpay and make your payments early.
Please note, you can log in to the Clearpay account anytime to view the payment schedule or make a payment before the next due date.
Clearpay accepts all risk of payment from customers and merchant settlements will not be affected by the customer’s payments. Customer payments are not visible to Caterpillar Cross Stitch.
Clearpay sends payment reminders via SMS and email prior to payments becoming due. It is also easy to view customer orders and payment schedules on clearpay.co.uk or in the Clearpay App.
Yes, customers can make payments any time through their Clearpay account before the scheduled due date. Just click on the installment that you would like to pay early and select ‘Pay Now.’
To request an adjusted payment schedule, contact Clearpay's Customer Service team and the team will review your account to determine eligibility. Not all requests can be accommodated.
Refunds and Exchanges
Refunds for customers using the Clearpay payment option will follow our Caterpillar Cross Stitch standard return policy, the refund will be sent to the designated Clearpay account and then to you the customer.
Once the refund is processed to the Clearpay account, if funds are owed to the customer at that time, it will be processed to the card(s) associated with the payment installment(s). For this reason, we cannot offer an exchange for Clearpay orders.
Once the refund is processed with Clearpay, the customer Clearpay payment plan is adjusted to reflect the new total order value, starting with the last payment and working backward.
Clearpay will only process refunds initiated by Caterpillar Cross Stitch.
Once Clearpay has approved an order, order details cannot be modified, and items cannot be added to the order. We encourage customers to place a new, and separate order if they would like to add additional items to their purchase.
Customers are recommended to contact firstname.lastname@example.org for cancellations and/or refund requests.
Can I sell the work once it is complete?
Patterns may not be resold in any form and they may not be offered for free in any forum, such as a blog. Finished items may not be sold without our permission - please contact email@example.com if you have any specific questions.
Can I buy a completed piece? Unfortunately, we are unable to sell finished pieces. One sample of each pattern is made for photography purposes and these need to be kept for publicity.