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FAQ

FAQ

Q: What is your return policy?
A: I stand behind the products I offer. Pfisical items purchased through my website can be returned within 30 days from the date of receipt. All digital items cannot be returned.

All returns must be in good condition, in the original carton, and accompanied by a copy of the original packing slip. Note that I am unable to accept returns that are not in their original packaging.

Q: Where do you ship?
A: I ship anywhere within the continental US and Canada. Check back soon for updates on global shipping policies.

Q: Can I cancel my order?
A: I strive to ship your order as quickly as possible. Orders are processed generally the second day they are placed, which means that I will be unable to stop your order once it is sent through the system. If you need to cancel your order, contact me as quickly as possible after placing the order to see if it is still available. You also have the option of refusing the order or returning it.

Q: What is “digital products” and why is it non-refundable? 
A: Digital product is a download product. You can download the files immediately after the payment. All digital goods are specially indicated.

I DO NOT issue refunds once the order is accomplished and the product download link is sent. As a customer, you are responsible for understanding this upon purchasing any item at my shop. Due to the immediate access to digital products, all sales are final and nonrefundable.

Should you have an issue with your purchase upon receipt, i am more than happy to find a solution for you! Click here to contact.

Q: Where can we connect on social media?
A: I am so thrilled to invite you to our social pages! 

Got Facebook? Follow @lutaembroidery on Facebook by clicking here.
Instagram your inspiration source? Follow @lutra_embroidery 

Q: What is tipe of threads could I use?
A: When designing the patterns, I use the DMC thread color palette because it is the most common brand. You can use any other palette using the online color conversion chart.
The indicated canvas color is the one that in my opinion is the most appropriate. You don’t have to use this particular color, you can use any other color to your liking.

Q. How do I wash my needlework piece?
A: Pre-rinse your stitched piece under cool running water. Submerge the piece in the soapy water and let it soak for 15 minutes or up to 1 hour. Gently swish it around every so often. If you notice a stain, you can try rubbing gently with a soft toothbrush. Do not scrub.