Returns Policy

We want every stitcher to have a wonderful experience with their Crewel Work Company kit. Our aim is not simply to sell beautiful kits, but to support you throughout your stitching journey.

If you're struggling with your kit, have made a mistake, think something isn't quite right, or simply aren't enjoying the experience, please get in touch. We'd much rather hear from you than have a kit left unfinished in a cupboard.

Wherever we can, we'll do our very best to help. Depending on the situation, this might include:

Helping you work through a stitching problem.
Sending replacement materials if something has been lost or damaged.
Topping up threads if you run out during stitching.
Replacing threads that have had an unfortunate encounter with a family pet (we know dogs seem to find wool irresistible!).
Replacing missing or faulty components.
Arranging a return or replacement if that's the best solution.

Every situation is different, and we'll always do our best to find the most helpful and fair solution.

Returns

If you decide that your kit isn't for you, we are happy to accept returns within 30 days of receiving your order.

To be eligible for a refund, items should be:

Unused and in their original condition.
Returned in their original Crewel Work Company packaging where possible.
Sent back after contacting us first so we can help arrange the return.

Refunds will be credited to your original payment method once the returned items have been received and checked. Shipping costs, international taxes and import duties cannot normally be refunded.

For PayPal payments, refunds will be credited to your PayPal account. Any reimbursement to the card linked to your PayPal account depends on your card provider.

Return postage is the responsibility of the customer unless the item is faulty or has been supplied incorrectly. We recommend obtaining proof of postage when returning parcels. If preferred, we can arrange collection by our courier for a small charge.

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible. We'll work with you to resolve the problem quickly and will refund any applicable shipping costs where appropriate.

Please do not return items without contacting us first.

Returns should be sent to:

The Crewel Work Company
1 Old Spooners Yard
The Sands
Appleby
Cumbria CA16 6XN
United Kingdom

We'll email you once your return has been received and processed.

If you have any questions at all, we'd love to hear from you. Please contact us and we'll do everything we can to help.

Import Duties

Depending on your country, your order may be subject to local import duties, customs charges or taxes. These charges are the responsibility of the customer and are not included in the purchase price.

VAT Refunds

Unfortunately, we cannot remove VAT at the point of sale.

However, if you work for the Foreign, Commonwealth & Development Office, are a resident of the Channel Islands and qualify for a VAT refund, or are entitled to a Medical VAT refund, please email admin@crewelwork.com once your goods have been delivered and we'll be happy to arrange the appropriate refund.