We stand by our products. That is why we offer a 100% satisfaction guarantee on all our products*
*T&C apply, read full T&C for info
When will my order ship?
Where do you ship to?
We ship globally! However, unfortunately some countries we are unable to ship to. If you do not see your country listed, then unfortunately we are unable to service your location at this time.
UK Customers - Due to the changes in import laws, the UK is not a listed country, however we can ship with a minimum order of $300. Cost to ship to the UK is $65
How long will it take for my order to reach me? Depending on your chosen shipping method or free shipping entitlement, it averages five business days within Australia, and ten business days internationally. Please be aware, due to COVID-19 impacts on flights, there may be delays to these estimations.
How much is shipping? Flat rate shipping makes sure there are no hidden surprises. You can check out the cost by going to your cart and using the estimate shipping button.
Does my order have tracking? All Australian orders are sent via parcel post and have insurance and tracking. International also has insurance and tracking and is the only offering for international orders.
Will I have import taxes? This is dependent on your country's import laws. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for any import tax duties or otherwise applicable to your shipments. Please do not ask us to falsify documentation, as it may offend when we refuse.
What happens if my items arrive damaged?
Please ensure that you make us aware within 24hrs that your shipment has arrived damaged. Keep all packaging and products, as these may be required in order to effect any claims. You may also be required to present to a postal outlet in order to lodge a formal damages claim. If you do not retain any part of the shipment, and do not present to a postal outlet where required, then we will not be able to assist you in any claims made for damages.
Changes to Floss Packs / Floss / Kits
Changes cannot be made to these orders once they have begun preparations.
Physical Product T&C
- Your shipping choices will determine the level of cover you are entitled to.
- Standard shipping has insurance and tracking.
- Unconventional X Stitch will not be held liable for any losses suffered due to postal service negligence. In the event tracking/insurance is included in your chosen shipping option, the proper procedure will be followed to recover losses. Please keep all packaging materials and products to proceed with the claim. Failure to do so will void your claim.
- If you require your purchase urgently, please contact us before placing an order so we can discuss your needs and ensure they can be met.
- International shipping can take more than five weeks due to import customs unless an upgrade is selected, which can fast track your purchase.
- For international buyers, there may be import taxes applicable to your purchase. Please ensure you are familiar with your countries laws on importation of goods, as the importation taxes applied to your purchase will be your responsibility.
Period to return: Up to 14 days after delivery
Condition of goods: must be unused and as new
Shipping: No refund on shipping charges is available.
When to expect your refund: Within one week of either U.X.S receiving the returned package or in the case of incorrect/defective product where no return is required, within one week of receiving photographic evidence.
Entitlements for change of mind & 100% satisfaction guarantee on the physical product: You will be entitled to a store credit of the value of the product only, that is returned. No store credit will be given for postage to you, and no compensation or contribution will be made for the cost of shipping back to us. You must be able to provide proof of postage to qualify. Store credit will be given to you once the product is received. If the product you return is damaged and not in as new condition or original packaging that was sent to you, then a store credit will no longer be applicable.
Entitlements for incorrect item sent or a defective product: You will be entitled to a refund for the cost of shipping to you and the product value, OR a replacement will be sent at no cost to yourself. Photographic evidence will be requested to process your claim.
Entitlements for items damaged by shipping provider: Please check out shipping information & T&C for where items are damaged/lost by the carrier.
How to lodge your return: If you need to return an item, please Contact Us with your order number and details about the product you would like to return BEFORE shipping it back. We will respond quickly with instructions on how to return items from your order.
Who pays return shipping? The buyer is responsible for return shipping costs.
Buy 4 patterns get the 5th free conditions
*The cheapest pattern in the transaction will be free.
* Only 1 free pattern is entitled per transaction.
* This promotion does not 'stack', adding additional patterns to one transaction above the five will not attract additional free patterns.
* This promotion applies to pattern only.
* Patterns already on sale or discounted are not included in this promotion.
Digital Product T&C
- Purchase is final, no refunds, store credit, or exchanges are available for digital products. Our digital products do not come under the satisfaction guarantee as we offer a selection of free patterns, so you may 'try before you buy.'
- Digital patterns are not for resale or replication. You are permitted to make a working copy of the design for personal use only. Distribution, sharing, or sale of your downloaded patterns is prohibited. The pattern is not to be used for commercial finished product production. This will require a legally binding commercial license. Please contact us if you wish to sell your finished products.
- Please ensure you back-up your files. Due to high demand, we no longer e-mail designs to customers under any circumstances. We allow two weeks for any problems with the download process to be raised with us. It is the customers responsibility to ensure they can access PDF files and Excel files.
- Please ensure you check-over your pattern(s) and ensure compatibility with your devices promptly after purchase.
- Ensure you retain your e-mail that connects you to your downloads if you checkout as a guest. This is the ONLY way you can re access your downloads. Again, we do not email patterns.
- We only accept communications from the owner of the purchase, this is for security reasons.
*Digital Download Returns Policy
100% satisfaction guarantee coverage for patterns: Digital downloads are unique, in that once you purchase, you cannot return a downloadable product. It is with you forever. For this reason, we cannot offer a refund on a digital download unless there is a fault in the pattern. In the event where there is a fault in a pattern, a full refund for the cost of the pattern will be issued, as well as a replacement pattern.
Please take advantage of one of our free patterns to get a feel for our pattern layout and format before committing to financial investment in our digital download patterns.