Terms and Policies

Terms of Service

Last updated: May 14, 2026

Welcome to Susan’s Stitching Haven. By accessing or using this website, you agree to the following Terms of Service. If you do not agree, you may not use this site or make purchases.

1. General Information  

This website is owned and operated by Susan’s Stitching Haven. “We”, “us”, and “our” refer to Susan’s Stitching Haven. We may update these Terms at any time. Continued use of the site means you accept the updated terms.

2. Products Offered  

We offer handmade items, physical patterns, digital downloads, and print‑on‑demand products fulfilled by third‑party partners such as Printify. Each product listing describes what you are purchasing. Digital items are non‑refundable.

3. Digital Downloads  

By purchasing a digital item, you agree to the following:

• No physical item will be shipped

• Files are for personal use only unless otherwise stated

• You may not resell, redistribute, or share the files

• You are responsible for downloading and saving your files

• Replacement files may be provided at our discretion

4. Handmade Items  

Handmade items may vary slightly from photos due to their handcrafted nature. Colors may appear differently depending on your screen.

5. Payments  

Payments are processed securely through third‑party payment processors such as Stripe, Ko‑fi, Paypal, or other. We do not store or have access to your full payment information.

6. Refunds and Returns  

Refund and return details are listed on our Refund & Return Policy page. Digital and physcial patterns are non‑refundable. Handmade and print‑on‑demand items follow the guidelines listed on that page.

7. Shipping  

Shipping information, processing times, and delivery expectations are listed on our Shipping Policy page.

8. Intellectual Property  

All content on this site, including product photos, descriptions, branding, digital files, and designs, is the property of Susan’s Stitching Haven. You may not copy, reproduce, resell, redistribute, or claim any content or digital files as your own.

9. Limitation of Liability  

We are not responsible for delays caused by shipping carriers, loss or damage during transit, misuse of products, technical issues downloading digital files, or errors caused by third‑party fulfillment partners. Your use of this site is at your own risk.

10. Age Requirements  

You must be at least 18 years old to make a purchase.

11. Contact Information  

If you have questions about these Terms, please reach out through our Contact page.

Privacy Policy

Last updated: May 14, 2026

This Privacy Policy explains how Susan’s Stitching Haven collects, uses, and protects your information when you visit this website or make a purchase.

1. Information We Collect  

We may collect the following types of information:

• Information you provide directly (such as your name, email address, or order details)

• Information collected automatically through cookies or analytics tools

• Information submitted through contact forms or checkout pages

2. How We Use Your Information  

We use your information to:

• Process and fulfill orders

• Respond to messages or support requests

• Improve website performance and user experience

• Prevent fraud or misuse

• Comply with legal requirements

We do not sell or share your personal information with third parties for marketing purposes.

3. Third‑Party Services  

This website may use third‑party tools that collect data, including:

• Google Sites

• Google Analytics

• Google Fonts

• YouTube embeds

• Payment processors such as Stripe, Ko-fi, Payhip, Paypal

These services may collect information such as your IP address, browser type, or usage data. Each third‑party service has its own privacy policy.

4. Payment Information  

Payments are processed securely through third‑party providers. We do not store or have access to your full payment details.

5. Cookies  

This website may use cookies to improve functionality and performance. For more information, please see our Cookie Policy.

6. Data Protection  

We take reasonable steps to protect your information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Children’s Privacy  

This website is not intended for children under 13. We do not knowingly collect personal information from children.

8. Your Choices  

You may:

• Disable cookies through your browser settings

• Contact us to request updates or corrections to your information

• Choose not to provide certain information, though it may limit your ability to use some features

9. Changes to This Policy  

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date.

10. Contact Information  

If you have questions about this Privacy Policy, please reach out through our Contact page.

Cookie Policy

Last updated: May 14, 2026

This Cookie Policy explains how Susan’s Stitching Haven uses cookies and similar technologies on this website.

1. What Are Cookies?  

Cookies are small text files stored on your device when you visit a website. They help websites function properly, improve performance, and provide a better user experience.

2. How We Use Cookies  

This website may use cookies for the following purposes:

• To operate essential site features

• To remember your preferences

• To improve website performance

• To analyze site traffic and usage

• To support embedded content such as YouTube videos, Google Forms, or other third‑party tools

3. Types of Cookies Used  

• Essential Cookies: Required for the website to function.

• Performance Cookies: Help us understand how visitors use the site.

• Functional Cookies: Remember your preferences and settings.

• Third‑Party Cookies: Set by services such as Google, YouTube, or embedded tools used on this site.

4. Third‑Party Services  

This site may use third‑party services that set their own cookies, including but not limited to:

• Google Sites

• Google Analytics

• Google Fonts

• YouTube embeds

• Contact forms or other widgets

These services may collect information such as your IP address, browser type, and usage data.

5. Managing Cookies  

You can control or delete cookies through your browser settings. Most browsers allow you to:

• Block cookies

• Delete existing cookies

• Receive alerts before cookies are stored

Please note that disabling cookies may affect how the website functions.

6. Changes to This Policy  

We may update this Cookie Policy from time to time. Changes will be posted on this page with an updated date.

7. Contact Information  

If you have questions about this Cookie Policy, please reach out through our Contact page.

Digital Download Policy

Last updated: May 14, 2026

This policy applies to all digital products offered by Susan’s Stitching Haven, including cross stitch patterns, printables, digital artwork, Procreate brushes, and any other downloadable files.

1. Nature of Digital Products  

Digital items are delivered instantly after purchase. No physical item will be shipped. All files are provided in the format listed on the product page.

2. All Sales Are Final  

Because digital files cannot be returned, all digital purchases are non‑refundable. Please review product descriptions carefully before purchasing.

3. Personal Use License  

All digital downloads are for personal use only, unless otherwise stated. You may:

• Print the files for your own use

• Use the files to create finished items for personal use or gifts

You may not:

• Resell, redistribute, or share the files

• Upload the files to any website or sharing platform

• Claim the designs as your own

• Use the files for mass production or commercial use without permission

4. File Access and Responsibility  

After purchase, you are responsible for downloading and saving your files. We recommend backing them up to a secure location. If you lose your files, replacements may be provided at our discretion.

5. Technical Issues  

If you experience problems downloading or opening your files, please contact us through the Contact page. We will assist with troubleshooting when possible.

6. Copyright Notice  

All digital designs, artwork, patterns, and files are the property of Susan’s Stitching Haven. Unauthorized distribution or reproduction is prohibited.

7. Contact Information  

If you have questions about this Digital Download Policy, please reach out through our Contact page.

Refund & Return Policy

All cross stitch patterns— digital or printed — are non‑refundable. Due to the nature of patterns and the ability to copy or reproduce them, all sales are final.

Handmade Physical Items

This includes:

• Needle minders

• Scissor fobs

• Embroidery Scissors

• Floss Drops/Keeps

These items are eligible for a refund within 14 days of delivery if:

• The item arrives damaged, defective, or incorrect

• You contact me within the 14‑day window

• The item is returned in unused condition

Return Shipping:

Buyer is responsible for return shipping.

How to Request a Refund

To start a return or report an issue, please contact me through the contact form on my

website https://www.susansstitchinghaven.com/contact

Include:

• Your order number

• A description of the issue

• Photos (if applicable)

Non‑Refundable Items

• Cross-Stitch Patterns both physical and digital downloads.

• Items returned used or damaged (unless damaged in transit)

Shipping Policy

Last updated: May 14, 2026

Thank you for supporting Susan’s Stitching Haven. This Shipping Policy explains how orders are processed, shipped, and delivered.

1. Processing Time  

Handmade items and physical patterns are prepared and packaged with care. Orders typically ship within 3–5 business days.

Processing times may vary during holidays or busy seasons.

2. Shipping Methods  

Orders are shipped through USPS or another reliable carrier.

Shipping options and rates are shown at checkout.

3. Delivery Time  

Delivery time depends on the shipping method selected and your location.

Once shipped, delivery is handled by the carrier and may be affected by weather, holidays, or carrier delays.

4. Tracking Information  

Most orders include tracking. You will receive tracking details once your order has shipped.

5. Incorrect Addresses  

Please double‑check your shipping address before placing your order.

We are not responsible for delays or lost packages caused by incorrect or incomplete addresses provided by the customer.

6. Lost or Delayed Packages  

Once a package is handed to the carrier, delivery is outside our control.

If your package is delayed or marked as lost, please contact the carrier first.

We will assist when possible, but we cannot guarantee replacements for carrier‑related issues.

7. Damaged or Incorrect Items  

If your order arrives damaged or incorrect, please contact us within 14 days of delivery.

Include photos of the item and packaging so we can assist you.

8. International Shipping  

At this time, we do not offer international shipping.

9. Contact Information  

If you have questions about this Shipping Policy, please reach out through our Contact page.

Accessibility Statement

Last updated: May 14, 2026

Susan’s Stitching Haven is committed to making this website accessible and usable for everyone. We aim to follow best practices for accessibility and continuously improve the experience for all visitors.

1. Our Commitment  

We strive to ensure that our website is easy to navigate, readable, and functional for all users, including those using assistive technologies such as screen readers, magnifiers, or keyboard navigation.

2. Ongoing Improvements  

We regularly review our website to identify and fix accessibility issues. As our site grows, we continue to update content and features to improve accessibility.

3. Third‑Party Content  

Some parts of this website may include third‑party content or tools (such as Google Sites features, embedded forms, or videos). These services may not fully meet accessibility standards, but we do our best to choose tools that support accessibility whenever possible.

4. Need Assistance?  

If you experience difficulty accessing any part of this website, please contact us. We will do our best to provide the information or assistance you need.

5. Contact Information  

If you have questions, feedback, or need help with accessibility, please reach out through our Contact page.

Contact and Support Policy

Last updated: May 14, 2026

Thank you for visiting Susan’s Stitching Haven. We are committed to providing friendly, helpful support for all customers. This policy explains how to contact us and what to expect when you do.

1. How to Contact Us  

You can reach us through the Contact page on this website. Please include as much detail as possible so we can assist you quickly.

2. Response Time  

We typically respond within 1–3 business days. Response times may be longer during weekends, holidays, or busy seasons.

3. Information to Include  

To help us resolve your question or issue, please include:

• Your name

• Your order number (if applicable)

• The product you are asking about

• A clear description of the issue

• Any screenshots or photos if relevant

4. Support for Digital Downloads  

If you are having trouble downloading or opening a digital file, please let us know what device or program you are using. We will do our best to help troubleshoot.

5. Support for Handmade Items  

For questions about handmade items, please include photos if you received a damaged or incorrect item. This helps us resolve the issue faster.

6. When We Cannot Provide Support  

We cannot provide support for:

• Issues caused by unauthorized file sharing or modification

• Problems resulting from misuse of products

• Requests outside the scope of our shop policies

7. Professional and Respectful Communication  

We are a small handmade business and strive to treat all customers with kindness and respect. We ask that communication remain courteous so we can assist you effectively.

8. Updates to This Policy  

We may update this Contact and Support Policy from time to time. Changes will be posted on this page with an updated date.

Frequently Asked Questions (FAQ)  

Last updated: May 14, 2026

1. Do you offer refunds?  

Digital downloads and physical patterns are non‑refundable. Handmade and print‑on‑demand items follow the guidelines listed in our Refund & Return Policy.

2. Where do I find and how do I download my digital files?  

Digital patterns are available in my Payhip and Kofi shop only, both under Susan's Stitching Haven. After purchase, you will receive instant access to your files. Download and save them to your device. If you have trouble, please contact us.

3. I lost my digital files. Can you resend them?  

Replacements may be provided at our discretion. Please include your order information when contacting us.

4. Do you ship internationally?  

At this time we do not ship physical products internationally. If you want a digital cross stitch pattern you can find them here on this website, Susan's Stitching Haven

5. How long does shipping take?  

Shipping times vary by product type and location. Please refer to our Shipping Policy for detailed information.

6. What should I do if my item arrives damaged?  

Please contact us within the timeframe listed in our Refund & Return Policy. Include photos of the damage so we can assist you.

7. Can I use your digital files and physical patterns for commercial purposes?  

No. All digital downloads and physical patterns are for personal use only unless otherwise stated. Commercial use is not permitted without written permission.

8. Do colors appear exactly as shown?  

Colors may vary slightly due to screen differences and the handmade or printed nature of products.

9. How do I contact you?  

You can reach us through the contact page. We typically respond within 1–3 business days