Shipping policy

Digital products (PDF patterns)

All embroidery patterns are digital downloads. No physical items will be shipped.
After checkout you’ll get:

  • Instant download on the order confirmation page
  • A download email with your files

Physical products (frames & finished embroideries)

Ships from: Germany
Carrier: Deutsche Post / DHL (and partners)
Processing time: 1–3 business days (no dispatch on weekends or public holidays)
Tracking: Provided for all physical orders

Estimated delivery times

  • Germany: Standard 3–5 business days | Express 1–2 business days
  • European Union: Standard 5–10 business days | Express 3–5 business days
  • International: Standard 10–20 business days | Express 5–10 business days
    Delivery times are estimates and may be affected by holidays, customs, or weather.

Shipping costs

Calculated at checkout based on destination, weight, and service.

Address restrictions

We can’t ship to PO Boxes or DHL Packstation/Postfiliale addresses. Please provide a physical street address.

Address changes & incorrect addresses

If you entered an incorrect or incomplete address, contact us immediately.

  • If your order hasn’t shipped, we’ll update it.
  • If it has shipped, redirection may not be possible; if the parcel returns to us, we can reship to a corrected address (reshipping costs may apply).

Lost in transit

A parcel is considered lost if tracking shows no movement for 14 days (DE/EU) or 21 days (international). We’ll replace or refund after this window.

Damaged or missing items

If your order arrives damaged or an item is missing, email us within 48 hours with your order number and photos of the packaging and item. We’ll make it right.

Customs, duties, and taxes

  • EU: Generally no customs/import duties for intra-EU shipments.
  • Outside the EU: Your country may charge import duties or taxes. These are the buyer’s responsibility and are not included at checkout.

Returns

For eligibility and steps, see Refund Policy.

Note for PLA frames

Frames are 3D printed in PLA (plant-based thermoplastic). Avoid prolonged heat (e.g., hot car, radiator). This does not affect normal shipping conditions.

Questions

Need help with shipping or an order? Contact us and we’ll be happy to help.