Please read our Return Policy below. If you have read this information, you may request a return number (RMA number) and instructions for the return by filling out our Return Form
According to EU law for distance purchases (online shopping) a customer has the right of withdrawal. This right is also known as the ‘right to change your mind’. This means that a customer has 14 days (calendar days, not working days) after arrival of the product to indicate that he or she wishes to return the product. The product itself doesn't need to be returned within those 14 days, but the return should be indicated to the seller within that period. The customer is obligated to ship the product within 14 days after agreement on the return. Both the customer and the seller have rights, obligations and conditions to abide to.
The seller is responsible for the shipping cost made for the shipment to the customer. The customer will receive both the product price and the shipping cost paid back after the product has been returned. The customer is responsible for the return shipment. The customer has to pay for the return shipment and is responsible if the return shipment gets lost in the mail. If we have accidentally sent you the wrong product, of course we will pay for the return shipment.
State of the product
The product may be opened and viewed as if the product was viewed in a normal store. If the customer goes beyond this, they are held responsible for the damage. The InBetween, Small, and Giftbag cross stitch kits are packaged in such a way the packaging can be opened and closed without damage. The packaging of the Medium and Large cross stitch kits can not be opened without damaging it. You may return these after opening, but a small amount will be deducted from the refund for the damage. This is also the case if you wish to return a faulty product instead of using the guarantee form. If you use the guarantee form and we instruct you to send it back, this of course does not apply. Any usage of the product (started stitching for example) will render the product unsellable. If we receive a used product back, we will not provide you with a refund. However, since you have paid for the product, we will send it back to you again.
Patterns can not be returned after opening. The packaging can not be opened without damaging it, and if opened the patterns can not be returned. This is considered a sealed product, breaking that seal means you lose the right for withdrawal. The reason for this is that you would be able to make a copy and then send it back. After the refund, you would still have the product.
Photo cross stitch products can't be returned. Photo cross stitch kits or patterns are considered to be custom work. Custom work can't be returned at all. If you are not pleased with it or need extra floss, simply use the guarantee form. Each photo cross stitch product contains a guarantee form.
Returning the product(s)
Please enter all the information in the Return Form. We will send you a RMA (return number) and information on where to send it to. You are required to ship it back to the Netherlands. We will help you with international shipping requirements. Customers from the US or UK with an unopened product, may be instructed to send it to a local Amazon Warehouse instead, but only if we so desire.
Reason for return
Under the EU law, you are not required to provide a reason for your return. Which is why we have added a “changed my mind” reason to the Return Form. However, we do ask to please provide a reason to aid in improving our service and products even though we can not obligate you to do so.
We will refund the money as soon as possible after receiving the products back, but at least within 14 days of arrival. Please keep in mind that it may take a few days for the money to appear on your bank account or creditcard after we notify you of the refund. This has to do with the banking systems. You will receive the shipping costs you paid when ordering back as well, but are responsible for the cost of the return shipment.
The right to withdrawal and laws concerning right for distance purchases do not apply to business to business transactions. Please look at the Business Terms and Conditions we have send you, or request them again.