Before you contact us
Frequently Asked Questions
Concise answers for a clear ordering and documentation experience.
Does submitting an order mean I have paid?
No. The cart and order enquiry do not charge you. The team reviews availability and price, then contacts you to confirm the order and next step.
How is shipping calculated?
Shipping is calculated at order confirmation after the destination and requested items are known. The site does not show an unapproved estimated rate.
Are handmade pieces exactly identical?
Handmade work may carry limited natural variations. The approved stitch, information, and stated material remain the reference for each piece.
Where can I read the village or stitch story?
An archive link appears on a product page when the relationship is documented in site data. You can also explore the village map and Origin of the Stitch directly.
Can I submit a family story or photograph?
Yes, through Share your story. Files remain private for review and are not published automatically; source, rights, and consent are reviewed before publication.
How do I request a return or exchange?
Review the Return and Exchange Policy, then send the order reference and details through the contact page. Do not send the item before receiving instructions.
Can I create an account?
Yes. An account is optional and helps you manage sign-in details, while the shop and archive remain available without one.