FAQs

PDFs – WHEN WILL I GET MY PDFS?

PDFs are not instant downloads (except the free ones). They have to be authorised, which means we’ve got to be at the computer. Once we’ve “completed” your order, you’ll find the download in your account on the website, in your downloads tab.

If your order contained physical items, as they are made to order and shipped, your order won’t be completed until they have actually been sent, so your downloads won’t be available until then. We recommend that if you’re wanting physical items too, that you place two separate orders – one for physical items, and one for downloads. That way you’ll get your downloads quicker 🙂

KIT PDFs – If you ordered a PDF chart instead of a printed chart with your kit, it’ll be emailed to you rather than being available in your downloads tab.


Should I stitch “over 1” or “over 2” ?

If you’re just buying the chart, you can stitch it however you want (they’ll look great any way, just different sizes). However our kits are made with the intent to be stitched “over 1” (yes, even the 32 count option). The only exception is the 14 count kit – which you can purchase EITHER with Aida (to be stitched over 1) or with evenweave (28 count – should be stitched over 2).

If you stitch over 2 when your kit has been supplied for over 1, you will run out of fabric & thread.


HOW LONG DO KITS TAKE TO MAKE?

About 10-14 days from the time you place your order. Sometimes sooner. There’s a message on the website at the top of the screen which tells you which week we’re currently kitting up – that’ll give you an indication of how long the wait is likely to be.
Then wait for it to arrive! You’ll be sent tracking details when we complete your order.


WHY DID I GET CHARGED VAT WHEN THE KIT ARRIVED IN MY COUNTRY?

The UK (that’s where we are) left the EU on 31st December 2020. This means that any shipments going to other countries outside the UK may be subject to import VAT and clearance fees when they arrive in your country. This is not something we have visibility or control over, and although our prices do NOT include VAT, the charges which your country’s import department make are down to your own countries laws. These fees are something you will have to pay to receive your goods (it’s worth remembering this when you’re placing an order).


Paine Free Crafts wasn’t in favour of Brexit for a number of reasons, the main one being that we feel we should work closely with our European friends, and trade and free movement were far easier when we were a part of the EU. However, we have to deal with what’s happened, and we have done our best to keep prices as low as possible, we cannot take any liability for charges you may incur.