Willowstead Creative Policies
Refunds, Returns, & Exchanges
Custom and bespoke pieces cannot be returned, refunded, or exchanged. If anything about the quality of your piece is not right, please send an email straight away, and we will make it so.
Ready-to-ship pieces from ‘The Cabinet’ may be returned or exchanged in their original condition within seven (7) calendar days of arriving to you (based on the date of delivery as recorded by package tracking). Please email before sending anything back so we can share return instructions.
'Work With Me' pieces [custom illustrations, cross-stitch patterns, or “Second Life Wearables”, etc.] are crafted to your exact vision and cannot be refunded, returned, or exchanged.
Digitally downloaded items, once downloaded from this site, are non-returnable and are not eligible for refunds, unless there is a technical issue with your file. In such a case, please get in touch with us and we will send your a fixed version of the digital file, or give you a full refund for the faulty purchase. Please contact us immediately if you have any issues with regards to your downloads.
All refunds are issued to the original form of payment.
Shipping Information
Willowstead Creative ships tactile products using UPS for domestic shipments with insurance. Please provide your correct shipping address at check-out, and any business names needed if shipping to a business. Insured packages will have to be signed for. Willowstead cannot be held responsible for lost packages or packages sent to an incorrectly entered address. However, I want you to get what you love! So if any errors occur, please reach out as quickly as possible and we will discuss solutions!
All international packages are legally declared at full value of the item, so please note that they will likely have accrued duty or customs fees once delivered in your country. Willowstead Creative is not responsible to pay these fees, nor for any delays due to customs. Clients are responsible for paying any custom fees or VAT taxes.
International packages ship using UPS with insurance.
Please note: International shipments may be paused, resumed, or suspended indefinitely depending on changes to Product Safety Laws or other extenuating international legal circumstances. Every attempt will be made to notify you of these changes, but in the event that a purchase is made prior to impactful updates, we will work together to reach a solution.
Digital Downloads
Willowstead Creative offers cross-stitch patterns, workbooks, and other digital products available for download after purchase.
After purchase, the file is available for download on the Order Confirmation page. You will automatically receive the standard order confirmation email, followed by an email containing two links to the file in different formats.
This link will remain active for 24 hours. If you click an expired link, we'll send a new link to the email address used for the initial purchase. Manual resending of an access link is available following the steps outlined below.
To manually re-send the download link:
Open the Products & services panel.
Click Orders, click the order, then click the ... in the top-right corner.
Click Re-send email notifications, then click Resend and Refresh digital goods.
Digital Products are extremely shareable. By ordering and downloading a Willowstead digital cross-stitch pattern, workbook, or other digital product, you are agreeing to use the product with integrity and abide by IP and Copyright Laws. Please do not share or distribute, edit, or use unethically any portion of a Willowstead digital product.
If you are interested in offering Willowstead digital products to your own friends, family, or customer base, please contact Willowstead directy via the email in “Contact” and we can chat about bundles, discounts, and wholesale options!