Frequently asked questions (FAQ)

Order
How can I order products?
Simply click on add to cart for the product(s) of your choosing. You will find the ‘add to cart’ button on the bottom of the product image when viewing product lists or on the right side of the product page. A success message will appear which also contains a link to the cart. You can also go to the cart by clicking on the blue button in the upper right corner and then click ‘view cart’.
When finished adding products to the cart you can click on the cart button in the upper right corner and then click checkout. Or when you are viewing the cart, by clicking checkout on the bottom right.
You then enter the screen to enter your information. You can checkout as a guest, create a account, or log in to your account if you are a returning customer. Simply follow the steps by entering your information, selecting a shipping method and payment method and then confirm your order. Depending on your choice of a payment method, you will either be directed to a payment screen (so you can pay for your order) or receive a payment link or information on how to transfer your payment to us.
Can I cancel my order?
Only if the order hasn’t been shipped yet. As there is a delay between the actual shipping and us sending you a shipping notification, not having received a shipping notification does not necessarily mean that you are still able to cancel your order.
If you wish to cancel your order please send an email to info@orcraphics.com with your order number as quickly as possible.
I wanted to cancel my order but I was too late, what now?
You may return the order when you receive it. You will be responsible for the return shipment, including the cost of the return shipment and the risk of it getting lost.
 
For more information, visit our Return Policy page.
Can I change my order?
Only if the order hasn’t been shipped yet. As there is a delay between the actual shipping and us sending you a shipping notification, not having received a shipping notification does not necessarily mean that you are still able to change your order.
 
If you wish to change your order please send an email to info@orcraphics.com with your order number and the changes you would like to make as quickly as possible. If it is possible to change the order, you may make any changes you wish. You may add or deduct products or change the amount of products ordered. This however, may impact shipping costs to be either higher or lower than already paid. If the amount paid is insufficient, we will send you a payment link. If the amount paid is lower than the amount due, we will issue a partial refund (if not possible with the selected payment method, we will simply refund the difference by bank transfer).
Delivery
What are the shipping costs?
We ship through regular postal services. If you order one InBetween, Small or Giftbag cross stitch kits or cross stitch patterns, the shipping costs are 4 euro. If you order more than one smaller kit or one or more Medium or Large cross stitch kits, the shipping costs are 6 euro. Read more information about shipping and delivery here: Shipping Costs & Delivery.
How long will it take before my order arrives?
That depends on your location. We will ship within 1-2 working days after receiving your payment or confirmation you have paid through one of our payment methods (like paypal for example). The shipping times for several countries and zones can be found here: Shipping Costs & Delivery. If your country is not listed, please contact us through the Contact Form or by sending an email to info@orcraphics.com.
Will I need to pay import taxes?
The customer is responsible for any applicable import taxes. Within the EU no import taxes of any kind apply. Outside the EU it will differ per country. However, most countries have a threshold amount. As long as the order amount is below that threshold, no import taxes are levied. You will find the threshold per country on our Shipping Costs & Delivery page. If your country is not listed, please contact us through the Contact Form or by sending an email to info@orcraphics.com.
Do I need to be home to accept the package?
No, we ship through regular postal services, not parcel services. So you will not receive a track and trace code or be able to follow your order. If your order is too large to ship through postal services, we may split up your order. The costs of the extra shipment(s) are paid by us. If you have an incredibly large order that would need a large amount of shipments, we will upgrade your shipping to parcel services for free.
Read more information about shipping and delivery here: Shipping Costs & Delivery.
Will I receive a track and trace code?
No, we ship through regular postal services, not parcel services. So you will not receive a track and trace code or be able to follow your order. Read more information about shipping and delivery here: Shipping Costs & Delivery.
Payment
Which payment methods do you offer?
We offer the payment methods listed below. Please keep in mind that some might not be applicable to your location.
-Upfront Bank Transfer:
We will provide you with our bank account information (IBAN, BIC/SWIFT code) so you can transfer the order amount to us. We will ship after we have received your payment.
-Paypal
One of the most used payment methods for online shopping. Safely pay through your Paypal account which can be linked to a bank account or creditcard.
-Creditcard
We accept the following creditcards: Visa, Mastercard and American Express. We accept cards of these three types from anywhere in the world, including prepaid creditcards.
-Ideal (Netherlands)
Only for payments from the Netherlands or people with a Dutch bank account. Safely pay through your own bank environment. 
-Bancontact (Belgium)
Only for payments from Belgium or people with a Belgium bank account. Safely pay through your own bank environment.
-Giropay (Germany & Austria)
Only for payments from Germany or Austria or people who have a bank account in those countries. Safely pay through your own bank environment, with the identification process from your own bank. Please note that we do not offer shipping to Germany.
-MyBank (Europe)
Safely pay through your own bank environment. Only for banks that participate. All banks in Italy and Luxembourg have joined, as have several banks in France and Greece. Other banks join regularly, so please check the MyBank website for the most recent list of participating banks.
-SOFORTbanking (several European countries)
SOFORTbanking offers a safe and secure way through your own banking environment. About 20.000 banks offer this payment method, please check with your bank if you can use SOFORTbanking as a payment method. Warning: payments through SOFORTbanking may take several days to arrive, we will not ship your order before receiving the payment. The confirmation of payment is not sufficient with this payment method.
-Afterpay
A safe and secure payment method, where you pay after you receive the product. As of now, only available in the Netherlands and Belgium, but please check the Afterpay website for more information as the company is expanding and rolling out effort throughout Europe since 2016.
-Paysafecard
Paysafecard is a prepaid payment method, mostly known as a safe way for buying music, games, videos and entertainment, but can be used to buy anything where the payment method is offered. It is available is most European countries, most of North and South America (including the US and Canada), a couple of countries in the Middle East, Australia and New Zealand. Please check their website for availability in your country.
I need help with selecting a payment method
Please contact us through our Contact Form or email us at info@orcraphics.com. We will help you figure out which option would best fit you.
Guarantee
What does Orcraphics Cross Stitch guarantee?
We guarantee you are able to finish the design. So we will supply you with extra threads if needed, it doesn’t matter to us why you are short on threads. But we will also supply you with replacement parts when needed. Not only in the case of a faulty kit, but also if you were to spill coffee on your pattern for example.
Please read more about our guarantee here: Guarantee.
Where can I find the online guarantee form?
You can find the online guarantee form here: Online Guarantee Form. You can also find this link at the bottom of every page under the Customer Service section.
More information about our guarantee can be found here: Guarantee.
I have lost my guarantee form, what do I do now?
As long as you can prove you have the kit in your possession, we will provide you with the services under the guarantee. When filling out the Online Guarantee Form, just enter 0000 in the guarantee number field. We will then contact you for more information. We might ask for proof of purchase, photos or ask questions only someone in possession of the kit could answer.
I bought my products somewhere else, does the guarantee apply?
Yes, our guarantee applies to our products. So if you have bought one of our products, you have also bought our guarantee. It is unrelated to where you would have bought our product.
Can I please have the DMC numbers?
No. We do not provide the number in the kit and we do not provide them on request. Please note that shouting or insulting will not help, we do not give these numbers to anyone. There is too much fraud going on in places like Pinterest and Facebook, the risk is just too high. Not even our own volunteers have access to these numbers.
I am short on threads, but it is my own fault, does the guarantee apply?
Yes it does! It doesn’t matter to us if you caused the shortage, we guarantee you can finish it. So we will supply you the threads you need completely free of charge. The only thing we ask is that you are honest about it so we don’t start recalling products because we think we might have made a mistake.
Returns
Can I return my order?
Yes you can, under certain conditions. You have 14 calendar days after the arrival of the product to inform us of your wishes to return the product. You may do this by sending us an email or by filling out the Return Form. Once provided with a return number (RMA number) and instructions you have another 14 days to actually ship the item.
 
If you have damaged the product, compensation for this may be deducted from your refund. The customer is responsible for the return shipment, including the cost of the return shipment and the risk of it getting lost. After receiving the products, we will refund you the costs of the product and the original shipping costs (minus compensation for damages if applicable) as soon as possible, but always within 14 days. Read more information about your rights, obligations and conditions on our Returns Policy page.
How do I return a product?
In order to return a product you need to let us know within 14 days of arrival that you wish to return the product. You may do this through the Contact Form or by sending an email to info@orcraphics.com. But the quickest way to provide all the information we need is by filling out the Return Form.
One we approve the return, you will receive a return number (RMA number) and instructions. You will have 14 days after receiving that information to actually ship the product. After the receiving the products, you will receive a refund.
Please not that among other things the customer is responsible for the return shipment, including the costs and the risk of it getting lost. For all the rights, obligations and conditions, please read our Return Policy.
Where can I find the return form?
You can find the form here: Return Form. You can also find it at the bottom of each page under the Customer Service section.

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