Refund policy
RETURN & REFUND POLICY
We have a 5 business day return policy, which means you have 5 business days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.
To start a return, contact us at stitch@needlepointersanonymous.com. Returns are sent to: 2886 Sandy Plains Road, Unit 669832, Marietta GA 30066.
Items sent back to us without first requesting a return will not be accepted.
Who pays for return shipping
If your item has a manufacturing defect, arrived damaged, or is the wrong item, we cover it. We'll send you a prepaid return label and either replace the item or refund you.
If you changed your mind, return shipping is your responsibility. Original shipping charges are not refunded.
Damages and issues
Please inspect your order when it arrives and contact us right away if anything is defective, damaged, or incorrect so we can make it right.
Preorders and estimated arrival dates
Many of our items are preorders. The estimated time of arrival (ETA) is listed under each product title and reflects the month we expect to receive the item from our supplier. ETAs are estimates and exact dates are not guaranteed.
If an item is running behind, we will notify you by email. An item is considered late once its estimated arrival month has passed. If your item is late, email us and we will cancel it and issue a full refund for that item to your original payment method.
How we ship orders
We do not ship an order until every item in that order is in stock. Once all items are in stock, your order ships within 5 business days unless we have communicated otherwise.
If your order contains a late item and you would like the rest of your order sooner, you have two options:
- Cancel the late item(s) for a refund. Customers who cancel a late item receive first access to repurchase that item, in the same style and quantity, before it is released to the public. We will email you with your shopping window in advance.
- Pay a one-time $5 Split Ship fee and we will send your order in multiple shipments. This is one flat fee per order regardless of how many shipments are required. The Split Ship fee is non-refundable once any portion of the order has shipped.
Store credit
Store credit, including membership credit and promotional credit, may be used toward the purchase of products. Store credit cannot be redeemed for cash, applied to shipping charges, or transferred to another customer. Store credit expires one year from the date it is issued.
If you return an item that was purchased using store credit, the store credit portion of your refund will be returned as store credit.
Exceptions and non-returnable items
We cannot accept returns on custom or personalized items, sale items, or gift cards.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.
European Union 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or credit card company to post the refund.
If more than 15 business days have passed since we approved your return, please contact us at stitch@needlepointersanonymous.com.