Frequently Asked Questions

We have listed some of the  regular questions we are asked about our web site and products.  If you do not find an answer to your own questions, please feel free to contact us.

We display the estimated date of despatch alongside each item of stock.  If the product is in stock then it will be despatched First Class for you to receive the next working day (UK orders only).  Please make sure you order before 1pm if you wish to receive any items that are in stock for the next working day.

We use best endeavours to show accurate stock levels, however, very rarely, there my be an error in our stocking system. If this occurs, we will advise as to when we expect replenishment stock and will ship your order as soon as we receive stock. We will always ship any in-stock items same working day leaving the out-of-stock item on back-order. If there is a back-order where you are to receive more than one parcel, we only charge you postage once per order where postage charges are applicable.

Please note that Royal Mail does not guarantee next day for 1st class post in the UK.

Estimated Delivery Times UK, CI, IOM, BFPO "Royal Mail 1st Class" 1-3 working days Europe "Royal Mail International Signed For" 5-7 working days Rest of World "Royal Mail International Signed For" 5-10 working days

• Click here to see our 'How to Shop' help page. 
• Click here to see our 'Terms and Conditions' help page. 
• Click here to find out about Postage and Delivery. 
• Click here to find out about Currency Conversion. 

Protx does a number of security checks so you need to ensure that the following information is entered correctly in the Protx screens:

• Security Code - to match the 3 digits on the back of your card.
• Post Code - to match the post code where you receive your card statement.
• Address - to match the address where you receive your card statement - this is passed automatically from Superstitcher (your invoice address).  If your card statement goes to another address, you will have to change the address in Protx.
• Country - to match the country where you receive your card statement.

Should you still be unsuccessful, please do not hesitate to contact us by email or by telephone.  We will have a copy of your failed order and will be able to enter it through Protx on your behalf.

3D-Secure is an additional security precaution that was established by the banking industry to combact online fraud. If you have registered to use 3D Secure on your credit or debit card then you will need to enter your 3D Secure password when you go through checkout.  If you have any queries about this please contact us, or if you have a problem with a password or registration please contact your bank directly

What are product reviews?

Superstitcher gives you the ability to write product reviews.  These reviews are helpful  to other needlework enthusiasts as they look for new projects to stitch.  To write a review you need to be logged on as a Super Member.  Once logged on, when viewing a product you will be able to write a review below the product concerned.

Each month, product reviews written during the month are entered into a prize draw.  The best review is awarded a cross stitch kit from DMC with an RRP of £15 or more.   Superstitcher selects the winner and our decision is final.  Winners are announced on our About Us page on the 1st of every month.  Winners are offered a wide selection of kits from which they may choose their prize.

To help you find what you want, we have grouped most of our designs and kits into themes. For example, if you want to find a Countryside-related kit, you can select 'Countryside' from the themes list, or click hereAre my personal details safe if I become a Super Member?

Yes!  We use several types of security to ensure that no-one can get to your personal details.  To become a member of our cross stitch club, simply click on the SUPER MEMBERS link at the top of every page, answer a few basic questions and thats it!

As a Super Member you will save 5% on every order with us, you can review any of our products for other members to read, update your own details, opt-in or out of our newsletter and you will soon be able to track your orders in your own unique membership pages.

You will also benefit from our unique one-click checkout process, so you do not have to fill in your details every time you place an order. 

We are purely an internet based shop.  This allows us to keep our overheads and operating costs low so that we can provide great discounts to our customers. 

We are a Surrey-based company who We are a Sussex-based company who are dedicated to the world of cross stitching.  We are owned by Stitcher Limited.

All of the items listed on our website are kept in stock and we work closely with our suppliers to ensure that we are not only stocking their popular lines, but also bringing our customers new developments as soon as they come to market.  We continually review our product ranges and we add new products to our site each week - we don't use "New" labels as we find these resource-intensive to maintain.  It's worth keeping an eye on your favourite designers to check for new developments.  Please click here to read more about us.  Learn more about Counted Cross Stitch

Like all internet shops, we are governed by Acts of Parliament. Please click here to read our terms and conditions, and more about your rights as our customer.

You can pay using most major credit andYou can pay using most major credit and debit cards. We use the Protx service to provide you with the securest means of making payments on the internet.