Enjoying this one
Refund Policy
Returns
Our policy lasts 14 days. If 14 days have gone by since your parcel has been delivered, unfortunately we are unable to offer a refund or exchange.
We do not offer a refund for change of mind, misjudgement of order, or because of logistical delays. Instead we offer store credit under these circumstances.
In certain circumstances, we may need to cancel your order. This may happen where the requested product is not available or if there is an error in the price or the product description posted on the site.
Custom Photos
We do not offer refunds on custom photos unless there is a quality issue. We also have the right to change the image dimensions without informing the customer if the selected size is not appropriate for the image the customer has selected.
Mystery Kits
If you are dissatisfied with your mystery kit, you may return it to us, but please note that any postage costs will be at the customer expense. Mystery kits do not qualify for a full refund and instead you will be offered store credit to the value you paid (minus the original shipping cost). If you decide to use your store credit for another order of mystery kits, there is no guarantee that the images or sizes will be different.
We do not give refunds under any of these circumstances
- Fail to provide a full or/and correct address
- You do not accept the package or do not pick it up in the parcel shop
- Any reason for a 'return to sender'
- You enter the wrong email address and we can't contact you with issues or requests
- You do not answer email requests regarding your uploaded photos (e.g. no photo uploaded or quality issues)
- Shipping is slow because your countries' shipping network (other countries than the US, Canada, Australia, Europe)
We have the right to refuse a refund due to logistical delays.
We have the right to refuse a refund for custom photos.
We have the right not to refund purchases made during a sale period.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
After completing these steps, if you still have not received your refund, please contact us at support@auscreative.com.au.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@auscreative.com.au.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Unfortunately, there is no guarantee that we will receive your returned item so if you are shipping an item with value over $50, please consider using a trackable shipping service or purchasing shipping insurance.
Customer Reviews
Overall rating: 4.6 / 5 from 417 reviews.
Wrong prints sent totally different to picture and colours do not match
Having fun with this one
I have loved doing this
The pattern was such poor quality that it looks like a pirated kit. The pattern was incredibly small, blurry in sections and printed on plastic film. The fabric was not big enough to enable professional framing. There appeared to be large sections of the eagle that was a single colour, leading me especially to be disappointed by the lack of detail. I have contacted the original company this pattern was licensed to , in order to source the original pattern. I'm highly unlikely to buy from you again as the company name is misleading, the pattern and general kit quality is very poor compared to other kits by this designer I have completed in the past.
Delivery took way too long.
Love these custom cross stitches. I’m almost finished this one.
Enjoyed doing this piece, came out stunning
This is the only one started. I’m enjoying stitching so far
Really enjoying this project ! It will be a gift for my great nephew who is due in January 2026☺️
Not enough silk so had to buy another skein of silk and the number quoted was not the same colour.
Just started...so far so good. I think I have started on the hardest one - summer - lots of colour changes but it looks great
A lot of work but getting there. I have to sleep some time.
The quality surprised me when it arrived … packaged beautifully with everything needed … looking forward to completing this project.
Loving the wonderful kit. Can’t stop doing it
Easy to follow. Love the colours.
Loved doing it. My niece who I made it for absolutely loves it too
I bought 4 cross stitch kits from this website when it was buy 3 get 1 free. I have only finished one so far but I am very proud! The delivery was prompted. No dramas. I’m starting the second one now.
Enjoying it very much. Having no problems with the grid lines. The picture is a bit hard to see at times could be a bit bigger. Other than that I’m very happy.
Arrived within a few weeks from China. Comes with pre-sorted threads, colour/symbol chart with instructions, aida cloth with printed grid, needles, thumb protector, needle threader and scissors. Received a discount for purchasing three kits. I have started this kit and find the grids helpful as I could start in a corner instead of the middle. The colour/symbol chart is at times confusing, with the symbols being in similar colours and patterns. But that could just be me being used to black and white charts. The 14 count aida cloth is very small and stiff, maybe I am just getting old. There are a lot of white areas in the kit which have to be cross stitched (am doing a bit 23 x 6 cm which is taking a while). The grid still shows through the finished white areas. However, the instructions say to wash it at the end and the grid will go away. Hope this works when I finish the kit in 15 years! There are also areas where there are just a few stitches of one colour, so this detail takes time. I can see this kit will keep me busy for many hours/years!
I bought 4 for the price of 3 when they were on special. I am enjoying them so far. The quality is not top but not bad. I will definitely buy more once I have finished all of them.
Perfectly copied from my photo with all threads.
A beautiful picture, so rewarding to stitch. I love stitching large pieces and this didn't disappoint.
My experience with the company has been outstanding. The cross stitch l have ordered is of high quality and delivery was very quick. I highly recommend them.
Absolutely love the custom cross stitch. I am almost finished. On the left is the picture I chose and on the right is my progress. I cannot recommend more
I loved doing this one of my boy Busta that we lost, I did have to change a few colours for his coat l, but overall love the outcome a.d in the process of doing another one. Will.share when finished
It was a joy to stitch. I did this one for my 2 year old ginger haired granddaughter and her dachshund pup Slinky.
Enjoying getting back to cross stitching. Only at the half side stage at the moment but really love the picture that's coming together. Great quality product. Slightly different colour to actual picture but will look great in my kitchen when completed anyway.
Absolutely loved this project! I did the no count cross stitch pattern which allowed me to watch tv or listen to a book at the same time, I can’t count and focus on more than one thing. I only ran out of one colour I was missing like 1 inch lol but with the DMC code it was easy to replace :) I love how realistic a lot of these patterns are I’ve got 2 more to stitch out that are much bigger :) This was my first time using the no count method and it’s so easy that even my teenager can manage it :) Thankyou for the pattern and materials!
Thouroughly enjoying this project.
Great idea for your own designs. Slowest part is drawing the design on yourself. Looking forward to the completed project being done! Also post is not from Australia and takes time to arrive from Asia.
Great kit with good quality threads. My only suggestion would be to have 2 charts…one without the backstitch and one with, as the backstitch lines cover some of the squares, making it difficult to tell which colour. Loving the design and colours so far 😊
We sent a photo of our 2 mini schnauzer dogs and the pattern was generated. I have not started working on it as yet as l am about to complete my current project but can’t wait to start. When l look a the real photo and then the pattern l can see that they are the same. Great job team, very much appreciated. Regards Steve
I’m about half way through this pattern and loving it. Granted, it’s my first ever cross stitch but I think I’m going okay… only one or two small mistakes and you can only notice if you look really really hard lol. This is a great beginner piece. Can’t wait to get to the next one! 😊
Having fun making this Winnie the Pooh cross stitch for grandbaby peanut. I haven't done very much cross stitch before. But definitely be doing more in the future
Lovely bright colours.
Liking the patterns but unsure if the pre printed grids are helpful. For a start they don't line up with the threads and as you can see from the photo I have to redraw the grid to make it work. Othwise loving it . Also this the first time I have used this particular cloth compared to others I have done it is very stiff and not very flexible.
Very much enjoyed making this one, and the colours are lovely.
Very easy to follow, very enjoyable to make.
Loved the picture and when got use to the colours no stopping me