FAQ – Frequently Asked Questions

Is there any shipping cost?
Patterns and tutorials are PDF instant downloads, hence there is no shipping cost.

What are your accepted payment methods?
I accept payments through Paypal and Paypal Express.

Refunds and exchanges
Due to the nature of digital files, we do not give refunds or exchanges. It’s impossible  to take back a digital file off your computer. Hence, please read the listing descriptions carefully before purchasing and make sure you understand what you are buying. You will be purchasing a pattern/tutorial PDF so that you (or someone who loves you) can make a finished item. The photos in the listings are only there to give you a clear idea of how the pattern/tutorial looks when finished. Everything is digital and sent to you as a PDF.

Do you do custom orders?
Due to time constraints, I work on designing new items when I can, so unfortunately I’m unable to do custom orders.

I bought a PDF and haven’t received it or cannot download it?
If you do not receive your pattern/tutorial download link via email within 24 hours after payment, please check your spam folder first. On the odd occasion, downloads can be slow in arriving due to platform technical issues. Please also note that sometimes patterns cannot be downloaded with a mobile phone or tablet. If this is the case, either try a laptop or a desktop computer, or alternatively, contact me here and I will manually send the PDF to you.

I can’t print a PDF I received from you…
All PDFs have been tested by me for printing. You should be able to print any pattern or tutorial you purchase here. I’m happy to check and resend the PDF file to you if there appears to be an issue, however, printing problems can often arise from your computer and printer setup, rather than a fault in the PDF itself.

Can you mail a printout of a PDF to me?
Printing, handling and shipping costs can be very prohibitive with this, so I recommend to put the PDF on a USB or disk and take it to your local printing or copy shop instead, as it’s far more affordable that way. Alternatively, I do send hard copy patterns through my Amazon Handmade shop.

Why don’t you have sales like Buy 1 Get 1 Free?
Lucky Star Stitches is a bit different from many other online cross stitch shops. I hand stitch my patterns (it often takes days to do just one pattern) and I check the colours and shapes and make sure the cross stitch fits in the frame manually. This ensures that everything looks and works as intended for the final PDF. Other shops are known to get a screen grab of their software-produced pattern and Photoshop it onto a stock (bought) photo, in order to create the appearance of stitching, but without actually doing any needlework. It can be a case of buyer beware with these patterns. Hence, since it takes time for me to create ‘real’ patterns, I have to charge a certain base price – otherwise, it doesn’t cover the time and work involved.

I’ve found an error in a pattern…
Although all due care is taken to create patterns with no errors, I am only human! If you discover an error in any of my products, please contact me with details about it, so I can fix the pattern for everyone. I undertake to resolve all errors within a timely manner, and will send you a fresh replacement PDF as soon as possible, with the correction made in it.

Copyright
All PDF patterns/tutorials and the designs the patterns are based on are copyright protected. They are for personal use only. Purchase of a pattern/tutorial indicates your agreement in abiding by this copyright policy. All photos, product descriptions and patterns/tutorials are the intellectual and creative property of Lucky Star Stitches.