Refund policy

We have a 14-day return policy in the US only, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at crossstitchwarehouse@outlook.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted,within the 14 days, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at crossstitchwarehouse@outlook.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like CLEARANCE, ON SALE ITEMS also MYSTERY SURPRISE BAGS. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union, Canada, Oceanana: 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within the 14 days, at your own cost now that US Tariffs apply! Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. IMPORTANT: PLEASE NOTE; We do not cover return shipping cost, since US TARIFFS have been applied to all foreign incoming items! 

Refunds
We will notify you once we’ve received and inspected your US return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at crossstitchwarehouse@outlook.com.

For the US only; We will refund any item the purchaser is not happy with, no quibbles whatsoever if returned to us within 14 days of the USPS delivery date... We will also replace any defective item that is missing any needed components such as damaged fabric, written instructions or missing cotton lengths regardless of which manufacturer produced the design, that is our guarantee to you the purchaser.