Returns & refunds
Returns and our 100% money-back guarantee
We want you to love what you make. If a kit is not right, here is exactly what happens.
100% money-back guarantee. If you are not happy with your order for any reason, we will refund you in full. Not credit, not a voucher - your money back.
We pay the return postage. Email us and we will send you a prepaid return label. Returning something should not cost you a penny.
You have 30 days. From the day your order arrives, you have a full 30 days to decide. Open the box, check the chart, spread out the threads - if it is not the project for you, send it back.
How to start a return:
- Email hello@crossstitchkitsuk.example with your order number.
- We send you a prepaid return label.
- Pop the kit in the post.
- Your refund lands within 5 working days of the parcel reaching us.
Missing or short-shipped thread? No need for a return - email us the kit name and colour number and we will post replacement thread out to you.
No forms, no quibbles, no small print doing heavy lifting. Your statutory rights are not affected.
Questions
Returns & Refunds - FAQs
What is your returns policy?
A 100% money-back guarantee. If a kit is not right, tell us and we refund it in full - and we pay the return postage.
How long do I have to return something?
Thirty days from delivery. That is longer than the statutory fourteen days because a kit often sits for a fortnight before anyone opens it properly.
Can I return a kit I have started?
Yes. If you have started it and found it is not for you, we would still rather refund you than have you resent it.
How do I start a return?
Email us with your order number and what went wrong. We send a prepaid label - you do not pay to send it back.
When will I get my money back?
Within five working days of the parcel reaching us, back to the card you paid with.
Does this affect my statutory rights?
No. This guarantee sits on top of your legal rights under the Consumer Contracts Regulations, it does not replace them.