Rückgaben und Umtausch – Details

For items that arrive to you in good condition and are the correct things that were ordered via Etsy, I will accept returns or exchanges when the customer agrees to pay both the shipping cost of the original shipment (in the case of "free shipping" items, this means the cost of the postage label I printed out to send the item/s), and the cost of the return shipping, as well as a minimum $10 restocking fee (see paragraphs below for restocking fee details). Because I'm a small business owner, I try to use my time wisely, and spending time to create a finished cross stitch -- many of which take several hours to create -- or a kit, to ship and track it, and then to ship and track it back to me, comes at a cost that I'm not able to easily absorb. Please be sure you're ordering what you'd like to have before checking out in order to avoid the fees and the wasted time and effort on both our parts! :)



If you find you need to cancel a made-to-order item, and I have not yet started working on it (which usually happens a few hours after I receive the order! So be quick), I will refund you the full price minus fees (listing and Etsy fee). This is also my policy for already made items that have not been shipped, which is to say the "Ready to Ship" items in my shop. (Be very quick if you want to cancel a "Ready to Ship" item, as I often send those out on the same day I receive the order and may print the shipping label within an hour!) In general, both the finished cross stitch and the DIY kits in my shop are made-to-order.



If you need to cancel a made-to-order finished cross stitch I have already started working on but have not shipped, the restocking fee will be half the price or $10, whichever is higher, to make up for materials, labor and fees. (For instance, if an item is $20, I will refund $10 and shipping; if an item is $5, I will not refund; if an item is $40, I will refund $20 and shipping.) In some cases, a digital credit may be offered for PDF files in my shop in the amount of the unrefunded portion of the order.



If you've ordered a custom order that cannot be sold in my shop, and you'd like to cancel your order, contact me so we can discuss details. Expect to be refunded half or less of the original cost, barring extreme circumstances, in accordance with the policy above about made-to-order items I've already begun working on, and with the consideration that my work time cannot be recuperated when it comes to cancelled custom orders.



Orders that have already shipped cannot be cancelled or refunded without clear communication between you, the buyer, and me, the seller; expect to return the item at your own expense and have the cost of shipping and relevant listing fees deducted from your refund, please. The minimum fee will be a $10 restocking fee, in addition to the shipping and listing costs, and the items must return in salable condition with nothing missing to receive the partial refund.



ADDITIONAL SPECIFICS ABOUT REFUNDS:



PLEASE NOTE: DOUBLE CHECK YOUR ADDRESS when you check out. Check the email you get from Etsy confirming your order as well, to be sure your order is being sent to the right place. I don't offer refunds to items delivered to an old address, and several customers have contacted me to say that although they entered the correct address at checkout, the information that I ultimately received was an address where they hadn't lived for several years.



If your item does not arrive, or arrives damaged, please contact me.



I cannot replace broken frames, and because the price of my items is the same with or without framing (it's optional and free!), broken frames will not receive a refund.



Because needlework is best shown without being smushed up against glass, and because of the fragility of glass in transit, glass will not be included in the larger framed cross stitches. Please request that your stitch be sent either mounted or plain on cloth if this is unacceptable.



If the needlework itself arrives irreversibly damaged, please be willing to take a photo that shows the damage. If you asked for insurance on your shipment, I will replace the needlework (with an identical piece) as soon as possible. Upgrading to USPS Priority Mail provides $100 of shipping insurance, so selecting that shipping upgrade at checkout counts as requesting $100 worth of shipping insurance. If the item was uninsured, we can come up with a case-by-case solution, but I cannot guarantee a replacement in every case.



Replacements will be shipped without a frame except in cases of wood embroidery hoops.



If I've listed your item as "shipped," but it has not arrived in due time and the tracking number shows no progress toward its destination, let me know. (You may also want to contact the US Postal Service in this instance or if you are not in the U.S., your local post office or customs office.) I cannot guarantee a free replacement in every case.



Again, if an item is listed as "delivered" to the location you have on file with Etsy (or a specified location you include either in a convo or purchase order note), and you haven't received it, it is considered delivered. If that occurs, consider contacting your local post office and inquiring; ask neighbors if they saw your package; and, as a UPS delivery man once told me, "check the bushes." ; ) Unfortunately, in that instance I cannot offer you a replacement or a refund, as it is considered lost or stolen at its destination. (But always feel free to contact me in any case, as I certainly don't want you to feel disappointed in your purchase.)



Payment for shipped items that are not returned to me in salable condition will only be refunded in extreme circumstances.



Within the U.S., refunds or exchanges must be requested within 7 days of receiving your item; EU customers legally have 14 days to return their physical items, and I will comply with that requirement for EU customers.