FAQ


How do I customize my portrait order?

Once you have completed your purchase, we will be in touch within 48 hours to get details about the characters in your portraits. Please have digital images ready to send, as well as the text you would like displayed underneath the characters. This will serve as your "final proof" of information and descriptions. After submitting this information to us, we will design and produce your custom order. If needed, we may be in touch with additional questions.

How long will it take for my order to ship?

Personalized orders need time to be designed and created. These custom orders will be processed within 4 weeks. The Do-It-Yourself Stitch People book will be sent out within 24 hours of your order being placed.

How much does shipping cost?

There is a free option available for all orders within the US. For some products, you can choose to pay extra for expedited shipping. International rates are calculated in real-time during checkout.

Who is responsible for customs, duties & taxes?

You, as the customer, are responsible for any customs, duties & taxes. Orders shipped outside the USA may be subject to these additional charges. Stitch People doesn't have any control over these charges, and we have no way of predicting what these charges may be. Because customs policies can vary depending on your country, we recommend contacting your local customs office for more information. If you're not comfortable with paying potential customs, duties & taxes, we recommend not purchasing from Stitch People.

What is your return and refund policy?

Personalized orders are non-refundable after order confirmation and may not be cancelled or refunded. We cannot accept responsibility or returns due to errors in personalized orders that are the result of incorrect information provided by the customer (misspelled words or names, incorrect dates, etc). Upon submitting your customized information, you are in essence approving a "final proof" of the information pertaining to the custom order.

For purchases of patterns, we want to make sure you're as happy as possible. If, for some reason, you're not completely happy with your purchase, use our Contact Form to request a refund and arrange for a return if applicable.

Do you offer gift wrapping?

We do not currently offer customized gift wrapping. However, we seek to package and ship our items in beautiful materials, which we hope will delight and inspire you.

How do I care for my Stitch People portrait?

Carefully clean with a damp towel and mild soap. Dab with cloth to remove soap and excess water. Lay flat to dry on clean towel. Iron on reverse side of portrait at a medium-to-low temperature setting.

Is my transaction secure?

Of course! Your privacy and security are important to us. We will never share or sell your information to a third party. All transactions are handled over a secure connection.

Can I sell my completed Stitch People portraits?

To be frank, I'd prefer you didn't sell your completed portraits. My vision for Stitch People is that these portraits be created as gifts out of love for friends, family, and cross-stitch all over the world. In addition, Stitch People is my livelihood - something I hope everyone can respect.

While I appreciate the sentiment, "imitation is the best form of flattery," I'd prefer to offer my definition of "imitation" or "modeling" versus "copying." In my mind, it's kosher to "model" your business after Stitch People, emulating elements of my business to translate into your own small, creative business! Perhaps you, too, have a passion for crafting of some type, or creating customized items for customers, or perhaps you like the way I go about doing one thing or another. But to copy what Stitch People does, the way Stitch People does it is and simply call it something else is not only wrong, but extremely limiting for you and your own creative potential.

I understand the publishing of "Do-It-Yourself Stitch People" opens up limitless avenues for copy-cats, but the intention for Stitch People is to encourage the teaching, learning, and doing of more cross-stitching and creating of beautiful family heirlooms.

That said, you are legally entitled to do what you wish with your completed portraits. I'd love at least a small shoutout. However, please note that "Stitch People" is a trademarked brand, and the Stitch People patterns are copyrighted, so you cannot legally take any credit for the design of your portraits, only the completion.

If you have specific questions, please feel free to email me at lizzy@stitchpeople.com. Thanks!