Frequently Asked Questions


What is Artisan Needlework?

Artisan Needlework is a textile studio producing designer hand embroidery kits, classes and commissions.

What does Artisan Needlework sell?

Artisan Needlework produces designer hand embroidery kits and materials as well as classes and commissions.

Terms of Use

1. Except as permitted by copyright law, and except as permitted in point 2 below, you may not reproduce or communicate any of the content on Artisan Needlework, including downloadable files, without the express permission of the copyright owner.


2. You may share images via social media (currently understood as Facebook, Instagram, Pinterest and similar platforms, but not including individuals’ websites or blogs), as long as those images are accompanied by a link to the original article in which they are found.

What can I do if I have any more questions?

If you have any more questions or are having an issues with an order please contact


Why am I required to register before making a purchase?

Registering is quick and easy, we require only a password in addition to the email that you provide. Having an account lets you keep track of your orders’ status from your dashboard easily.

How do I change my email settings?

To change your connected email address or change your email notifications, follow the steps below:

On the upper right hand corner of any page you’ll see a link called ’Account’ or your username if you’re signed in. Click on your username to access your user account dashboard.

Select “Account settings”. You are then able to change your connected email address, shipping address, and specify if you’d like to receive email from Artisan Needlework.


What forms of payment does Artisan Needlework accept?

We are accepting payment with Paypal and Stripe. All credit cards used for payment must have a valid billing address.

Are my payments secure?

All orders are encrypted with Secure Sockets Layer (SSL) technology on both your end and ours. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In order for SSL to work, you must use an SSL-enabled browser.


For your own safety we do not save any payment information. Payments are made directly through Stripe or Paypal—certified to PCI Service Provider Level 1, the most stringent level of certification, so we can guarantee that important information stays confidential and private.

Cancelling an Order

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of goods made to your specification or clearly personalised goods). Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

How do I check the status of an order?

In “My orders” you can see the progress of all of them. Once delivered, you will receive more information on how to track the package and when it will arrive.


To check the status of your sale, hover over your profile icon in the top right corner of the screen. Click it and choose ‘Orders’ in your dashboard, which is a page of all your active and previous orders.


If on the right hand side of the listing title the icon is Orange, it means that the item has not shipped yet. You will receive a shipping confirmation email when the tracking number has been put into the system and your order receipt with your dashboard will provide the info for you to track the shipment.

Shipping & Return

What is the returns policy?

We give 14 days no fuss returns. Simply let us know before you return, as we can then be available to collect the return delivery. We’ll supply you with all the details. Please return everything unused in it’s original packaging. We recommend using tracked delivery so both parties are sure where and when the parcel is delivered. Refunds will be issued when we have received and checked the goods. If the product is not in fully saleable condition or the packaging is damaged, I reserve the right to refuse a refund.


Refunds will be processed to the original payment card or to your Paypal account.


There are certain situations where only partial refunds are granted (if applicable)
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 30 days after delivery


Please note: Commissions are not eligible for this return guarantee as they are custom works. In most cases, this is unnecessary due to our commissions procedure. If you have any questions, please contact us regarding commission work.


In case of any concerns, please reach out to contact us.

Which countries do we ship to?

We ship worldwide but some products might not be available to ship to your country. The countries that are available for shipping are clearly indicated in the product or check out page.

How much will the delivery cost me?

UK Delivery is free. You will receive email notification of dispatch and the delivery should then be made in 1-3 working days.


Please note that many items are made to order so please allow up to 28 days for dispatch. If you require your item more urgently, please send an email before ordering and I will endeavour to meet your needs.


International costs are subjective depending on where the package is sent from and its destination. Also the size of the product and delivery type (standard or express) will affect the price. Delivery costs are clearly stated on the checkout page while buying.


*Some countries may charge customs and duties for your parcel. You are responsible for these customs and duties charges.

How long does it take normally for an order to arrive?

For UK orders the goods should arrive 2-3 days after dispatch.


Royal Mail tracking and signature services aim to deliver to Europe within 3-5 working days and worldwide within 5-7 working days of dispatch.


See the terms and conditions page for more specific information regarding delivery times.


Be sure to check out shipping company’s estimated delivery time when they send you the tracking number for your order.

Privacy & Policy

Information Collected or Received

Artisan Needlework may collect personally identifiable information, such as your name. Artisan Needlework may also collect anonymous demographic information, which is not unique to you, such as your age and gender. We may gather additional personal or non-personal information in the future.


Information about your computer hardware and software may be automatically collected by Artisan Needlework. This information can include: your IP address browser type, domain names, access times and referring website addresses. This information is used for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Artisan Needlework website.

Please Note: We do not store information about your credit card details on this website. Payments are taken by either Stripe or Paypal and so your details do not touch our servers. Paypal and Stripe are Payment Gateways with the most stringent of security measures, so you can shop in peace!

In addition, we have our own SSL security certificate, so any information you enter on this site is protected.

We do not share your data with any other third parties.

Collection and use of personal information

Artisan Needlework collects and uses your personal information to operate its website(s) and deliver the services you have requested.

When you place an order on the Site, you must provide your first and last name, a valid email address, phone number, billing address, shipping address, and credit card number or Paypal account. We will use this information to fulfil the order you place and to communicate with you about it.

Artisan Needlework uses your information for four purposes: (1) to fulfil the orders you place on the Site, (2) to answer any customer service inquiries that you may have, (3) to contact you about special offers, Artisan Needlework news and new products and (4) to understand the shopping habits of our customers to better serve them in the future.

Use of Cookies

The Artisan Needlework website uses cookie to improve and personalize your experience on our site by remembering you or your preferences during your visit(s) to the site.

If a Site doesn’t use cookies, it will think you are a new visitor every time you move to a new page on the Site. Our Site uses cookies to remember things like your preferences, shopping cart or to remember who you are on return visits.

You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Artday services or websites you visit.

Children Under Thirteen

Artday does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website.

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