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 fulfill orders from stock so orders are shipped on the same working day they are placed as long as we receive them before 4pm UK time. Our website only displays products that are in stock on our stocking system.

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. 

Worldpay does a number of security checks so you need to ensure that the following information is entered correctly in the Worldpay 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 Worldpay.
• 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 Worldpay on your behalf.

We offer a choice of free gifs for orders over £25.  The choice widens for orders over £50 and again for orders over £100.  If your order reaches this level you will be presented with our current selection of free gifts at checkout.  You simply select the kit or chart that you like and it is automatically added to your shopping basket ready for picking with the rest of your order. 

In the unlikely event that, due to high demand, we are out of stock of your chosen free gift, we will substitute it with another gift of similar value. 

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.   Ruth Kirby, MD, Superstitcher, selects the winner and her 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 here.

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 are dedicated to the world of cross stitching.  We are owned by Spontare 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 and debit cards. We use the WorldPay service from the Royal Bank of Scotland to provide you with the securest means of making payments on the internet.