Refund policy
We want you to be pleased with what arrives. If a canvas is not right for you, here is how we handle it.
Returns
We accept returns within 30 days of delivery, provided the canvas has not been worked and any thread in the kit is unopened and in its original packaging.
Needlepoint is unusual in this respect, and the reason is simple: a canvas that has been worked, or a skein that has been opened, cannot be offered to anyone else. We ask for your understanding on this.
To begin a return, write to us at atelier@pierrepontneedlepoint.com with your order number. We will confirm the return and send you the address before you post anything back.
Return postage
Return postage is yours when you have simply changed your mind. We cover it when the fault is ours — a canvas that arrives damaged, a design printed incorrectly, or the wrong item in the parcel. In those cases we will send you a prepaid label.
Refunds
Once your return reaches the studio we inspect it and write to you the same week. Approved refunds are issued to your original method of payment and generally appear within five to ten business days, depending on your bank.
Original shipping charges are not refunded except where the fault is ours.
Exchanges
If you would prefer a different canvas or a different size, say so when you write to us and we will arrange the exchange directly rather than putting you through a refund and a second order.
What we cannot take back
- Canvases that have been worked, in whole or in part.
- Kit thread that has been opened. A canvas returned from an opened kit is still eligible; we refund the canvas and retain the cost of the thread.
- Custom and personalized canvases, including monograms and any design made to your specification. These are made for you alone and cannot be resold.
- Finishing work. Once your canvas has been blocked and constructed, the work cannot be undone. If you are uncertain whether a particular treatment suits your piece, write to us before you post it and we will advise.
- Gift cards.
Preorders
You may cancel a preorder at any time before it ships, for a full refund. Four to six months is a long time to wait, and we would rather you felt free to change your mind than obliged to keep a canvas you no longer want. Write to us and we will refund you.
Once a preorder canvas has shipped, the standard 30-day return terms above apply.
If something arrives damaged
Write to us at atelier@pierrepontneedlepoint.com within seven days of delivery, with a photograph of the canvas and of the packaging. We will replace it or refund it, whichever you prefer, and we cover the postage in both directions.
Questions
Write to us at atelier@pierrepontneedlepoint.com. We answer within two business days, and we would always rather hear from you before you post something back.