• What comes with the pattern I've purchased?
  The pattern consist of a PDF file that contains an easy-to-read pattern with colors and symbols (you can find an example in the last image of each product) and a complete legend with DMC and Anchor floss.
• I have a Promo or Discount Code, how can I use it?
  You can use it during the checkout. At the end of your cart, just near the "Grand Total", there is a box called "Discount codes", there you can write your code there and then click on "Apply coupon codes". If you're browsing our shop from a smartphone, you will find the box right under the Grand Total one.
• Why do my prices change after login?
  Starting from January 1st 2015, Europe has new laws about VAT (value-added tax) on digital goods sold in the European market. The rules state that businesses selling digital goods and delivering them by automatic download to customers in European Union member countries will be required to collect and pay VAT based on the VAT rates of the country where the customer is located, not on the rates of the country where the business is located, and then to remit it to the appropriate tax authority.
  Before you login our system is not able to determine your Country, so the prices that you see are tax-free. Once you login the system recognizes your country and adds the correct tax rate to your prices.
• Do you make custom patterns?
  For sure! You can request a custom pattern by clicking on the "Custom request" button in the top bar while watching a product if you want something related with that product, or in the "Custom request" button you can find in the sidebar in the homepage if you want a completely new pattern.
• How long my custom family pattern will take to be ready?
  It may take up to 10/15 working days. When the pattern will be ready, we'll send you a confirmation email.
  We use a FIFO (first in, first out) order queue. It means that if you request two custom patterns in different days, it is possible that we have other patterns to make before your second one, so please be patient!
• I'd like to buy your patterns but I don't really know how to cross stitch
  We can provide you a complete guide to cross stitching, with an explanation of all the stitches you need to complete your pattern. You can find a detailed link to the guides also on the Stitching Info section of this page.
• I'd like one of your patterns, but I don't have the time to stitch it, may you do it for me?
  Yes we can. After requesting the stitched pattern, you will be contacted to inform you about the price and all the informations required.

Payments

• What kind of payments do you accept?
  We accept payments via Paypal and Credit/Debit Card
• Paypal / E-check or Credit card problems?
  Paypal: payments by Paypal are usually instant, and after a few minutes from your payment you should receive a confirmation email with your download links. Please consider that E-checks need 7-10 days to be confirmed by Paypal. After confirmation, your patters will be automatically available for download.
  
  Credit/Debit card: it is possible that you credit/debit card or bank adds a fee to your payment.
  All the payments are processed by Paypal so your credit card infos are not processed or saved by our shop in any way.

After Purchase - Pattern Download

• How can I download my patterns?
  You can download them by returning to the shop after the payment is processed, through the link emailed to you by Cloudsfactory (if you can't find it, please check your spam folder), or at any time through your "Account" page that you can find at the very top of each page and click on "My downloadable products" on the left menu. Please remember that if you payed with an e-check, your pattern will be available after your payment confirmation by Paypal (please see question above - Paypal / E-check or Credit card problems).
• Link shown as unavailable?
  If your download links show as unavailable please don't panic. Paypal sometimes holds the payments for security controls. Confirmation usually requires 2 to 24 hours. After Paypal confirmation, your links will be automatically available for download.
• I don't like my pattern, will I be refunded?
  We regret that due to the nature of digital files, we cannot offer refunds on our digital products once the PDF has been downloaded.

Stitching Info

• How many threads / what kind of fabric should I use to stitch your patterns?
  You can find a nice explanation about how many threads to use, how to choose the fabric and the fabric calculation here
• I don't know how to cross stitch, do you have a guide?
  For sure! You can find a Stitching 101 for the basic cross stitch here and an advanced guide for backstitch and fractional stitches here.
• How can I calculate the fabric size for my pattern with different counts?
  You can use our amazing fabric calculator and fabric color previewer that you find in each product page by clicking on the "Live Preview" button just over the cart button. It auto-retrieves the size of the pattern so all you have to do is to choose your fabric, count and margins!

Reward Points

• What is the Reward Points Program and how do I use my points?
  You can learn everything about the Reward Points here.

Cross stitch Kits

• Shipping info
  Cross stitch kits are shipped worldwide.
  To calculate shipping to your country add the product to cart, then go to cart and in the bottom left part of the page (after the cart if you are using a smartphone) you will find a shipping calculator.