Frequently asked questions

Ordering

What threads to you use?


We only use the very best quality products. As a result, we've chosen to use DMC threads.




What is the count of the Aida you use?


We currently use 14 count aida. We feel that this count has a nice ease of use for all stitchers, new and experienced.




I live outside the UK, what do I need to do when ordering?


When you get to the checkout, make sure you click the correct postage area for you. (Europe or Row (Rest of world)). Then, just wait for your stitchy goodies to arrrive. Please note if there any additional customs charges to pay, this will need to be settled by the customer (not The Stitching Den) if customs charges are not settled the item will be returned to us, once received we can issue a refund (minus the postage cost) only if the item is in a resalable condition (no refunds on custom work) If you select non tracking and you do not receive your kit we will only be able to refund 80% of your original order price. You must inform us within 14 days of your shipping confirmation.





Shipping

Will you post internationally?


Yes! We will post anywhere in the world. Unfortunately, we cannot offer free delivery so we've made sure we discount the postage for you.




How much is the postage?


We post free anywhere in the UK and we use Royal Mail 2nd Class. You can also choose to get your kits signed for at a charge of £1.49. Postage to Europe starts at £3.49 and postage to the rest of the world starts at £5.49




When will I receive my stitchy goodies?


The Stitching Den HQ is situated in rural Lincolnshire in the UK, not only that, but we pick and pack every order when you purchase it, meaning you'll always get the very best quality. We aim to get your order picked and packed in 2 - 3 days (including weekends) and to the post office. After it reaches the post office, Royal Mail aim for the following: UK 2nd Class - 2 - 5 working days Europe - 3 - 5 Working Days Rest of World (RoW) - 6 - 7 Working Days If you haven't received your kits within 2 weeks of shipping confirmation, send us a message and we'll take a look.





Subscription

What do I get in the subscription kit that I don't get in a standard kit?


You get everything that you get in a standard kit but your also recevied the following: - An extra piece of Aida - A special discount code each month - A members only area where you can access all previous subscription box patterns (these will be unavailable anywhere else) - A cool freebie for every 3 months you are signed up. All this for an extra £2!




Can I cancel my subscription?


Yes! You can cancel your subscription at any time. You are not locked into any contract at all. To cancel you subscription, please email us at thestitchingden@gmail.com with the name and address you have your subscription registered to and we will cancel it straight away. Please note, we cannot guarentee cancellations within 24 hours of your payment date each month will be cancelled in time to stop your payment leaving your bank.




How do I subscribe?


You can subscribe by clicking the 'Subscribe Now' button in the Subscription Boxes page and following the instructions. If you have any problems just drop us a message and we'll help you get signed up.




Do I have to reorder every month?


No. Once you have subscribed, you can sit back and wait for the stitchy mail to arrive on your doorstep. Once we receive conirmation of your payment we'll get your kit sent out to you within 2 - 3 days.





Website

Why can't I access the Sub Box Free Patterns Page?


This page is for members that are subscribed to The Stitching Den Monthly Subscription Box. Unfortunately, even if you are a member of our site, or you are subscribed to our mailing list, you will not be able to view and download these patterns.




I'm a Sub Box member, how do I get my free patterns?


Firstly, make sure you are signed up and logged in as a member on the website. Next, you can access the sub box free patterns page either by hovering over the 'SHOP' button on the top toolbar or by finding the sub box free patterns tab in your members homepage. You will then be able to select which patterns you would like to download. If you are still struggling to locate or download your free patterns, get in touch with us and we'll help you navigate your way through.