Frequently Asked Questions
Answers about orders, shipping, returns, and embroidery kits. Still need help? Contact us.
Where do you ship from?
Most orders are shipped from Ukraine using UkrPoshta, Ukraine’s national postal operator. International packages are usually transferred to the local postal service in the destination country for final delivery.
How quickly will my order be shipped?
Orders are typically processed within 1–3 business days after the order confirmation is received. Weekends and public holidays are not included. You will receive a shipping confirmation email when your order has been dispatched.
When will my order arrive?
Delivery time depends on the destination country, customs processing, local postal operations, holidays, and other carrier conditions. Any delivery estimate shown during checkout or in a shipping notification is an estimate rather than a guaranteed delivery date. Processing time and delivery time are separate.
How can I track my order?
When tracking is available, your shipping confirmation email will include a tracking number. Please allow up to 48 hours for the first tracking update to appear. International tracking may temporarily pause while a package is moving between countries or being processed by customs.
Can I change or cancel my order?
Contact us as soon as possible at contact@stitchery.shop or submit a cancellation request through your customer account. We will try to make the requested change before fulfillment, but changes and cancellations cannot be guaranteed after an order has been processed or transferred to the carrier.
Will I have to pay customs duties or VAT?
International orders may be subject to VAT, customs duties, import taxes, postal handling fees, or other charges. Charges collected during checkout will be included in your order total. When charges are not collected during checkout, the recipient may need to pay them before or at delivery.
What should I do if my order arrives damaged, incorrect, or incomplete?
Contact us promptly at contact@stitchery.shop and include your order number, a description of the problem, and clear photographs of the item, packaging, and shipping label when applicable. Depending on the situation, we may provide missing materials, arrange a replacement, or issue an appropriate refund.
Can I return an item?
You may request a return within 30 days after delivery. To qualify under our voluntary return policy, the item must generally be unused, complete, and in its original condition. Craft kits must not have been started, stitched, assembled, cut, marked, or returned with missing materials. Contact us before sending anything back. Full conditions are available in our Return and Refund Policy.
What is included in an embroidery kit?
Kit contents vary by product. The product page lists the materials and components included in each kit, such as canvas, beads, threads, yarn, needles, instructions, or accessories. Completed examples, frames, furniture, tools, and decorative props shown in photographs are not included unless specifically listed in the product description.
Are the colors exactly as shown in the photographs?
We make reasonable efforts to display product colors accurately. However, colors may vary slightly because of screen settings, lighting, photography, printing, and manufacturing batches. Minor color differences do not usually affect the finished design.
Are your kits suitable for beginners?
Difficulty varies by design, technique, size, and number of colors. Review the product description before ordering. Contact us at contact@stitchery.shop when you need help choosing a suitable project.
How can I contact Stitchery Shop?
Email us at contact@stitchery.shop or use our Contact page. Please include your order number when contacting us about an existing order.