How can I change or cancel my order?
We process all orders as soon as possible and often within hours of being placed. Therefore to cancel or change an order, please contact us as soon as possible on 01926 485 045 or support@caterpillarcrossstitch.com. We will do our best to make the changes you require but if the order has already been dispatched, you will need to follow our returns procedure (please see below).
Can I return my order?
We want you to be delighted with your purchase, but if you are not, you can return any physical item within 28 days of receipt, provided the product is returned in perfect condition, unused and in its original packaging. Please contact us at support@caterpillarcrossstitch.com including your order number and original email address you used at checkout. If an item is faulty or has arrived damaged, please include photos attached to your email.
Are returns free?
You are responsible for the costs of returning an item. Please keep proof of postage for your own records.
Can I exchange an item?
Unfortunately, we cannot offer exchanges for orders placed online. Please return your item/s by post and place a new order.
What is the process for refunds?
Once your parcel has been received by our team it can take up to five working days to process your return. You will be notified via email has soon as your return has been processed. This can sometimes be a few days after we receive your parcel – if you want to check that your order has been received, please use the tracking provided for your chosen return method.
Please remember it can take three to four days after we have processed a refund payment for it to appear on your bank statement. If you do not receive our email confirmation within 10 days of your order being received by us, please contact us on 01926 485 045 Monday - Friday 9am - 5pm or email support@caterpillarcrossstitch.com.
Can I return a PDF pattern?
Due to the instant download nature of PDF pattern files, these cannot be returned and we cannot issue a refund for any PDF patterns purchased in error so please double check when you checkout.