HAVE SOME QUESTIONS?

Is the Stitches 30-day Pass a subscription?

Although you will need to create an account in our community in order to access the classes, the 30-day pass is NOT a subscription, you are charged just once, and your access will be terminated when your 30 days expires.  

What is a trial membership?

A trial membership is when you sign up for a subscription to test it out for a given period of time — which can be 7 days up to 30 days.

When you sign up for a trial membership, you will need to enter your payment details and email address. This is required before we can provide you access to your trial membership.

You will then be invited to create an account and access our community for FREE for the duration given in the offer. If you decide that you enjoy being in the membership, you don’t have to do anything at all — once the allotted days are up, the payment method you entered will be automatically charged for that current month’s access and every month thereafter.

However, if you would not like to be charged at all, it is your responsibility to contact us and let us know that you would like to cancel your trial membership.

Why do I have double/multiple charges for my purchase or membership?

If you see double or multiple charges for a recent purchase, please contact us right away for a possible refund!

Below are possible scenarios that may have caused the “duplicate charges”:
  • It is possible that you may have accidentally signed up twice or again through our newer promos.
  • For one-time products, refreshing the order page after you’ve submitted your payment information will re-submit your order and counts as a new purchase.
  • If you see multiple charges of the same amount, it’s possible those are for different products since we do have several offers that are priced the same.


Note: It’s your responsibility to check what you purchased, and alert us to have these duplicates refunded. We usually receive hundreds of orders in a day and we do not have the means to check each one for duplicates.

Why does it say that my email address is not recognized or that I don’t have an account? I just signed up!

Once you’ve signed up to become a member of Stitches, you’ll receive an invitation email with the subject line “Your invitation to join me in Stitches…” – click on the Join button in the email to create your account and set your password. You will then be logged in automatically.

Take Note! If you misspelled your email address when you made the purchase or signed up, you will not receive the invitation at all. If this might have happened to you, please contact us to let us know so we can fix your account and send you your invitation.

Why has my invitation email not arrived yet?

  • Please make sure that you’ve checked your spam/bulk/trash folders, our emails sometimes end up there by mistake.
  • You may have misspelled your email address (it happens!) when you first signed up.
  • If you previously unsubscribed from our invitation email, our system will refrain from sending you further emails and any invitation we send going forward will show up with an “Unsubscribed” status.

If you still haven’t found your invitation email or may fall under any of the other two instances, please contact us and we’ll get that sorted out for you ASAP.

I’ve requested for an invitation email several times but I could never receive it. How do I create my account?

There are a few email providers that sometimes encounter issues receiving our emails, i.e.. bigpond.com, AOL – due to very strict email settings.

Contact us directly so we may assist you in creating your account

I can no longer access my account. What happened?

Access to our community is exclusive only for paying members, such as: 30-Day Pass, Annual, or Monthly members.

  • If your 30-day pass is all used up, your access will automatically be removed — unless you upgraded before the 30 days is up.
  • If you’re a recurring member (annual or monthly), there may be an issue with your card that we have on file. Contact us right away to verify or you may go ahead and contact your bank to fix the issue. You may read here our Terms & Conditions about Non-Payment.

I’m just a beginner in knitting/crochet. Are there any classes for learning the basics?

Whether you’re a complete beginner or an advanced crafter looking to brush up on your skills, we have a ton of great patterns, video classes, and other resources for both knit and crochet fanatics available over in our membership area.

Do you have phone support?

We don’t currently have phone support but we answer all messages sent through our contact form within 24 hours or less.

What’s your Refund Policy?

We refund a charge as long as it is within 30 days of payment. Please make sure to contact us right away if you need a refund.

However, if the charge is related to an item that we already shipped out, our policy is for the item to be returned to us first, before we can issue the refund. Please note, we do not cover return shipping fees and in some cases a restocking fee may be applied.

Please get in touch with our customer service team with your order number and reason for return. For more information, please read through our Return & Refund Policy.

How do I cancel a membership?

If you are not completely satisfied with your membership or a recent purchase, please contact our support team for a 100% refund within 30 days of purchase with your cancellation request.

However, if your membership came with a free item/s and the order has already shipped out, your membership will be canceled at the end of the billing period. Or, you can be refunded less the value of the free item — whichever of these two options you prefer.

These are also found in our Cancellation Policy.

I already unsubscribed and/or removed my account. Why am I still being charged?

You may have unsubscribed from our email list or removed your account from our Stitches community network, but that doesn’t alert us automatically that you are canceling and is NOT considered a cancelation request.

To cancel, you will need to contact us via email or our contact form and request for a subscription cancelation.

These are also found in our Cancellation Policy.

How long does shipping take?

We process orders within 1-2 business days of receiving them and ship them out to you. Depending on where you’re located, this typically takes 2-7 business days to have your order arrive at your home.

Do you ship internationally?

Yes, we do! We ship around the world!

NOTE: Shipments to AU and NZ are currently suspended until further notice due to COVID-related restrictions.

Can I access my subscription on my mobile phone?

Yes! Our Stitches app is available for Apple and Android phone users. Just search for the I Love Stitches app.

I need to change my credit card. How do I do that?

Just send us a message via our contact form about your request and we will assist you.

This may mean re-signing up to be able to capture your new card details, but not to worry — you will continue to have access to your subscription without interruption!

Why have I not been sent my monthly packages? I only got one the first time I signed up.

We have subscription offers that include a free care package or welcome gift when you first sign up. These were meant to be free one-time gifts for signing up but the subscription itself does not include monthly/annual boxes or packages.

We currently don’t offer monthly/annual packages as part of a subscription.

Why am I being charged? I don’t recall signing up.

We don’t sign up people without their consent.

Everyone who signs up enters their own email address and card information which all happens online.

To confirm if you did sign up, check your email inbox (including spam & trash folders) for access emails or invitations from us. Or, we can check our email records whether these were sent out to your email address.

We would be happy to review your purchase with you.

Crafts on Air Network FAQs

Online Classes

Why does it say that my email is not recognized or that I don't have an account?

Once you've signed up to become a member of Crafts on Air or join one of our classes, you'll receive an invitation email with the subject line, "Your invitation to join me in (Class Name) in Crafts on Air". Click on the Join Me button in the email to create your account and set your password. You will then be logged in automatically.


Take Note! If you misspelled your email address when you made the purchase or signed up, you will not receive the invitation. If this might have happened to you, please contact us at info@craftsonair.com to let us know so we can fix your account and send you your invitation.

Will I have access to all my purchased classes indefinitely?

Yes, once you've purchased a class, you will always have access to that.

I already have a Stitches membership, why can't I access my newly purchased classes there?

The Crafts on Air network is a separate community from our Stitches membership community.

Since I have an account on Crafts on Air, does it mean I'm signed up for a subscription?

No. You are signed up, so you can have access to the class you paid for. Additionally, you also are given access to our Crafts on Air community where you can communicate and share with like-minded crafters.

Merchandise FAQs

Shopping Information

DO YOU SHIP INTERNATIONALLY?

Yes, we do!

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide! 

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

 ● USA: 3–4 business days
 ● Europe: 6–8 business days
 ● Australia: 2–14 business days
 ● Japan: 4–8 business days
 ● International: 10–20 business days

WILL I GET MY ORDER IN ONE SHIPMENT?

No, not always. We may split an order into multiple shipments for the following reasons:

  • Product packaging. Some of our products are individually packaged to protect their shape and provide extra cushion and durability.
  • Fulfillment location. We fulfill products in multiple locations (e.g., US, EU, AU), so if your order consists of products that have different fulfillment locations, we'll ship the products separately. Shipping costs for orders with multiple shipments will be higher than for orders with a single shipment.

WILL I GET CHARGED FOR CUSTOMS?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. 

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@craftsonair.com.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

 ● Check your shipping confirmation email for any mistakes in the delivery address
 ● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@craftsonair.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.  

CAN I RETURN/EXCHANGE MY ORDERED PRODUCTS?

If you haven’t received your order or notice an issue with the products, please reach out to us at info@craftsonair.com and we’ll help you get it solved. Please read our Merchandise Return Policy below, for more details.

Merchandise Return Policy

** Claims deemed an error on our part are covered at our expense. **

Received product with damage/defective/misprinted

If something arrives misprinted/damaged/defective, send a photo of the damaged goods to info@craftsonair.com within 4 weeks after the product has been received, then we'll gladly send a replacement at no cost to you.

Lost in transit

For packages lost in transit, send us an email to claim no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of shipping a replacement order for you. It would also be good to get in touch with the shipping carrier to try locating the lost order before contacting us for a claim.

Package marked as Delivered

If the package was marked as delivered by the carrier, but you have yet to receive it -- there may be cases where the delivery was made, but the package was left in an unexpected location at your address.


You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

Reporting an issue with a product

If you notice an issue on the products or anything else on the order, please email us right away with the following:

● Write up your problem in detail
● Include relevant photos where possible

Be aware that we may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

Wrong Address

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).


Please be careful and double-check that you’ve added the correct address. To make sure the city in the address matches its ZIP code, use this USPS ZIP code lookup.

Unclaimed

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

Returns, Exchanges, & Refunds

If you need to return the product it is best to contact us first at info@craftsonair.com.


If you incorrectly ordered the wrong size/color/design, you may return them to us. Once we've received the returned items, we'll issue you a refund for those.

Do note that you will have to shoulder the return fees and re-order the correct item/s from our shop.

Sealed goods

Ilovestitches.com does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Notification for EU consumers

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

● the supply of goods that are made to the consumer's specifications or are clearly personalized;
● sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons

Other Inquiries

You received an email from us

If you purchased from us directly, here on our store, you will receive a notification email about your order and succeeding emails such as tracking information, or follow-up if there is an issue with your order.


If you signed up for our summits, you may receive emails from us about future summits that we might offer.

Phishing Scams

If you receive an email supposedly coming from info@craftsonair.com about a package asking that you pay custom fees or asking you to complete your account information, please know that this did not come from us. 


The email would include a link that that supposedly will lead you to where you can complete the payment or enter your account info, but please be warned that this is a form of phishing scam and will only steal your personal information.

DO NOT CLICK THE LINK.

Crafts on Air will only send emails to actual customers who have purchased from our store or official offers. If you are not aware of any purchase you made from us, ignore any emails being sent to you or report them as phishing attacks.

**We are not associated with DHL, Canada Post, or Amazon.**