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Refund policy

Return & Exchange Policy

We want you to love everything you order from Crossed Hearts Needlework & Design. If something isn’t quite right, here’s how we handle returns and exchanges.

Returns

We accept returns on most physical products within 30 days of delivery.

To be eligible for a return, items must be:

  • In the same condition you received them—unused, unworn, and in original packaging

  • Accompanied by proof of purchase (receipt or order number)

Note: This return policy does not apply to cross-stitch patterns or charts. Please see “Exceptions & Non-Returnable Items” below for details.

To start a return, email us at orders@crossed-hearts.com. Once your return is approved, we’ll provide detailed instructions on where and how to send it back. Items sent without prior approval cannot be accepted.

Exchanges

We accept exchanges only for defective or damaged items.

If you received a product that is damaged, defective, or incorrect, please contact us right away at orders@crossed-hearts.com so we can make it right. In most cases, the fastest way to get the correct item is to initiate a return (if applicable) and place a new order.

We do not offer exchanges for other reasons, such as change of mind or ordering the wrong item, especially for patterns and charts due to copyright concerns.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved. If approved, you’ll be refunded to your original payment method. Please allow time for your bank or credit card provider to process the refund.

Damages & Issues

Please inspect your items upon delivery. If anything is missing, damaged, or incorrect, let us know within 7 days of receiving your order so we can resolve it quickly.

Exceptions & Non-Returnable Items

We cannot accept returns or exchanges for the following:

  • Cross stitch patterns and charts (due to copyright and intellectual property protection)

  • Sale items or gift cards

  • Hazardous materials, flammable liquids, or gases

  • Personalized, custom, or special-order items

  • Perishable items (like food, plants, etc.)

If you’re unsure whether your item qualifies for return, feel free to reach out.

📧 Need help?
Reach us anytime at orders@crossed-hearts.com—we’re happy to assist you!