Refund and Cancellation Policy

Patterns and other downloads

Our patterns are digital files that you can download right after you pay, so the rules are a little different from a parcel:

• Not downloaded yet? Cancel within 14 days of buying for a full refund.
• Already downloaded? At checkout you ticked a box asking for immediate access and agreeing that the 14-day right to cancel ends once your download starts. So we cannot refund a change of mind after that.
• Something wrong with the file? If it is faulty, will not open, has missing pages or is not as described, we will fix it or send you a corrected file. If we cannot, we will refund you.
• Bought the same pattern twice by mistake? Tell us and we will refund the extra one.
• Cannot find your download? It is always in My Account under Downloads. If it is not there, email us and we will send it.

Photo to Cross Stitch

• The stitched preview is free, so you can see your pattern before you pay. Please look at it carefully: the PDF is made from the same pattern.
• Once you have downloaded the pattern, we cannot refund a change of mind.
• If the PDF is faulty, will not open or does not match the preview you saw, we will fix it, and if we cannot, we will refund you.

Stitch Club membership

• Cancel anytime: go to My Account and choose “Manage your Stitch Club membership”, or email us and we will do it for you. No more payments are taken, and you keep access until the end of the month you have paid for.
• First 14 days: cancel within 14 days of your first payment for a full refund, as long as you have not downloaded any members-only PDFs (member lesson PDFs or practice patterns).
• After that: we do not refund part of a month, but you can cancel at any time before your next payment and you will not be charged again.
• Charged after you cancelled? That should not happen. Tell us and we will refund it in full.

Stitch Tracker unlock

• The “Add Your Own Patterns” unlock is a single $10 payment, not a subscription. Today it accepts OXS chart files only, not PDF files.
• If you have not added any pattern yet, ask within 14 days for a full refund.
• If the Stitch Tracker does not work as described, we will fix it, and if we cannot, we will refund you.

How to ask for a refund

1. Email help@allthingscrossstitch.com.
2. Include your order number (or, for the Stitch Club, the email on your account) and a few words about the problem. A screenshot helps if a file looks wrong.
3. We reply within two working days.

Approved refunds go back to the card you paid with within 14 days. Your bank may take a few more days to show it. Please email us before you open a dispute with your bank: it is usually much faster for you.

We are a UK company. Under UK law you also have rights if digital content is faulty, and nothing on this page takes those away. If you live outside the UK, the consumer rights of the place where you live still apply too.