FAQs

Here is a selection of Frequently Asked Questions - if you have a question that isn't answered here, please just get in touch via the contact page.

Is everything really hand stitched?

Yes! Everything really is hand stitched by me (Clare Albans). So this is why custom stitched orders can take a few weeks to arrive. I promise it will be worth the wait!

How long will my custom order take to arrive?

The standard turnaround time for custom orders is 3-4 weeks (I am fitting in stitching around family life, so the time is to allow for this). If you have any questions during this period, please contact me.

Can I get a refund on my order?

As outlined in the Return Policy, items which are returned in condition suitable for resale will be refunded. This is subject to receiving contact from the customer within 14 days, and receiving any returned items within 30 days.

Please note that the Return Policy excludes returns of any items on sale and custom orders that are personalised in any way (e.g. name or colour).

The customer is responsible for any costs incurred in returning the item(s) for resale. Once the items have been received and have been judged to be in condition suitable for resale, the cost of the item(s) will be refunded. Postage costs will not be refunded.

Why are my stitched items posted tracked and signed for delivery?

Many of the hand stitched items that I make are one off pieces - they could be custom orders, or they might use some fabric that I am no longer able to source. This makes it difficult to replicate many hoops.

For this reason, I prefer to send stitched items tracked and signed for. This means that you can see where your parcel is, and I know when it has arrived safely!