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Returns Policy

Returns 
Our policy lasts 14 days.  If 14 days have gone by since your parcel has been delivered, unfortunately we are unable to offer a refund or exchange.

We do not offer a refund for change of mind, misjudgement of order, or because of logistical delays. Instead we offer store credit under these circumstances.
In certain circumstances, we may need to cancel your order. This may happen where the requested product is not available or if there is an error in the price or the product description posted on the site.

Mystery Kits 

If you are dissatisfied with your mystery kit, you may return it to us, but please note that any postage costs will be at the customer expense.  Mystery kits do not qualify for a full refund and instead you will be offered store credit to the value you paid (minus the original shipping cost). If you decide to use your store credit for another order of mystery kits, there is no guarantee that the images or sizes will be different. 

Shipping Times

Australia - $8.00 AUD tracked delivery (2-5 business days)

New Zealand - $10.00 AUD tracked delivery (6+ business days)

Rest of World - $15.00 AUD tracked delivery (6+ business days)

*Please note: Tapestries/Needlepoint orders may take 6-10 business days and Diamond Painting orders may take 7-15 business days to be delivered to your nominated address.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items: 
Gift cards 

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable) 

  • Book with obvious signs of use 
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  • Any item that is returned more than 14 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
After completing these steps, if you still have not received your refund, please contact us at needleworkkits@hotmail.com.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at needleworkkits@hotmail.com.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Unfortunately, there is no guarantee that we will receive your returned item so if you are shipping an item with value over $50, please consider using a trackable shipping service or purchasing shipping insurance.