HAVE SOME QUESTIONS?
Is the Stitches 30-day Pass a subscription?
What is a trial membership?
Why do I have double/multiple charges for my purchase or membership?
- 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.
Why does it say that my email address is not recognized or that I don’t have an account? I just signed up!
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.
I’ve requested for an invitation email several times but I could never receive it. How do I create my account?
I can no longer access my account. What happened?
- 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?
Do you have phone support?
What’s your Refund Policy?
How do I cancel a membership?
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?
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?
Do you ship internationally?
Can I access my subscription on my mobile phone?
I need to change my credit card. How do I do that?
Why have I not been sent my monthly packages? I only got one the first time I signed up.
Why am I being charged? I don’t recall signing up.
Crafts on Air Network FAQs
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.
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.
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:
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 firstname.lastname@example.org.
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:
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 email@example.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 firstname.lastname@example.org 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.
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:
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).
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 email@example.com.
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:
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 receive an email supposedly coming from firstname.lastname@example.org 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.