General
Prices may change without notice.
Errors and omissions excepted. I’m human, if I (for example) misplace a decimal point in a price I reserve the right to cancel an order.
All prices in US dollars.
Availability may change without notice. We do our best to keep the stock accurate on the website but sometimes there will be discrepancies. In the event we are unable to fill your order for any reason, you will receive a refund.
If paying by Credit card or e-check, the cardholder agrees to be charged the amount shown for merchandise, shipping, and applicable tax.
Submitting an order is considered and agreed to be the equivalent of your signature for credit.
We do not ship merchandise until we have received payment from a valid credit card or check.
Dishonored Checks and Cards
In the event that a check or a credit card is dishonored, we reserve the right to charge the user the amount of extra charges due to this that the bank/financial institute charges us.We reserve the right to deny service to suspicious or fraudulent transactions, as deemed appropriate by our staff.
Answering Emails
I correspond by email almost entirely and most emails are answered within 1 business day. You can reach me at orders at stitchlets dot com. However, some emails have un-repliable addresses; sometimes some background work is required to generate a reply.
If you are responding to an email from me about your order, and I have given you an order/invoice number (it will be in the subject line), please reply with it still there, and preferably leave my note to you in the reply.
Confirming Orders Received
When you send an order, you will receive an email shopping receipt, provided you have supplied a valid email address with your order. If you don’t get it, check your SPAM folder or email filter! Please print it so you have a copy, and be patient. I will send your order to you as soon as possible; you can always ask about the status of your order via email or through your account on our website and we will respond.
If you are on email, and the correct email address comes through with the order, I will confirm the mailing of your parcel when it is shipped.
We are not responsible for orders which are submitted incomplete, or order submissions with errors (undeliverable addresses, etc.)
Returns Policy
Orders are not automatically returnable.
All returns must be agreed beforehand. Please email in advance: orders at stitchlets dot com.
‘Special Orders’ are not returnable. These are orders that we order for you from another distributor that are not from our stock. This may be when you find an item through the distributor’s web site, or ask us to look for an item for you.
Patterns and manufactured kits are not returnable unless the seal is intact. This is to prevent people from photocopying a pattern and then returning it, or worse, copying it, posting it to the internet to share, and then returning the physical pattern. The overwhelming majority of stitchers are honest, good people, but we must have this policy in order to protect designers.
If there is a fault in the product, the manufacturer or designer will usually replace whatever is necessary. We cannot guarantee what their policy is, and are not responsible for manufacturers’ errors.
If goods are damaged in transit, it is the customer’s responsibility to make a claim at their local Post Office and show them the damaged goods immediately, then the Post Office reimburses. If the shipment was not insured, we will replace the merchandise.
If we send the wrong goods we will exchange, or re-imburse, at our expense. This means that we made a mistake in completing your order. For this the goods must be returned in as-new condition and still be sealed in their original wrappers, and returned to us within one month.
For Non-USA Addresses If your parcel is returned to us due to such reasons as, Unclaimed, Not collected, Customs duty owing, Refused, etc., and the parcel did arrive at the right destination, we can forward it again to you at your request, and at your additional expense. With the Customs Label Number you may complain to your own country’s Customs Department.
Insurance
We insure all shipments, one way or another. Although this makes shipping more expensive, it is far safer, and certainly so for some countries. Not all countries have insured mail, then we might chose between registered or express which is always insured, or simply assume the liability ourselves.
Lost Parcels
We send nearly all domestic parcels though the US Postal Service Delivery Confirmation, with a tracking number. If the parcel fails to arrive in a reasonable time, please let us know. We can ask the Post Office to trace it in the US after 21 days, abroad after 60 days. In order to make a claim, the Post office has issued the following :
“The mailer must present the following: Written and signed documentation from the addressee (such as a letter), dated at least 21 days from the date of mailing, stating the addressee did not receive the article.”
For foreign parcels the same applies, but the letters must be dated at least 60 days after mailing. I am sorry for this inconvenience, but we are unable to reimburse for lost packages unless we have proof that they were not received. It is a pity that the few dishonest people make this necessary for the rest of us who just want our cross stitch!