Return Policy

Customer satisfaction is our priority, and we want you to be completely satisfied with your purchase.

If you are not satisfied with your purchase, you can return an item within 30 days of receipt for a refund or exchange. The returned item must be in new, unused and resalable condition inside its original packaging. 

How to make a Return

If you return is due to an incorrect item supplied, a faulty item or a damaged item, please contact us before you return the item to authorise the return.

We recommend that you use a recorded delivery service so that you can track the successful delivery of your return.

Please ensure the item is well packed to ensure that it arrives in perfect resalable condition, in its original packaging.

Digital Files - Digital File Restrictions -  PDF downloads cannot be exchanged or refunded once the file is downloaded/saved and in your possession. Downloads may not be shared or resold with any individual, company, or group. Please refer to the Copyright paragraph further below for more information.

NOTE - Charting Creations, Northern Expressions Needlework, Carolyn Manning, Ursula Michael, The Cross Stitch Studio and Artecy hard copy charts - Any chart purchased cannot be returned for refund as they are personalised charts printed specifically to order.

Any refunds given will firstly be refunded to Gift Cards, Gift Vouchers or Loyalty Points if they have been used as part payment for your order. After that any refund will be paid to the original method of payment.

Delivery Charges

We will refund your original delivery charge and the delivery charges you incurred in returning the product back to us when a product is faulty, damaged or sent incorrectly, but not when a product is simply unwanted*. Note that you need to obtain return authorisation from us before returning your goods if you want your return postage refunded*.

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations.


Royal Mail Tracked 48 is timed from the dispatch date and not your order date. Please see our delivery page for dispatch information

Based on Royal Mail policy - 
UK - If your order does not arrive it will be replaced after 10 working days from the due delivery date.
Europe - If your order does not arrive it will be replaced after 20 working days from the due delivery date.
Rest of the World - If your order does not arrive it will be replaced after 25 working days from the due delivery date.

If your item is damaged please email clear pictures to

Rest of World Delivery

When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country. Customers are liable for these costs. Please note: We are unable to estimate any import duty fees that you may be charged, so would recommend contacting your Customs office.

Copyright Information

Please refer to our dedicated copyright information webpage - Copyright and Use of Patterns

Loyalty Point Scheme
You can earn Lakeside Needlecraft Loyalty points when you order and create an account. You receive 1 point for every £1 spent on which equates to 2p reward for every £1 you spend. Points are redeemable straight away. Available worldwide. Points are not able to be used on postage costs.

How to create an account

When you place an order you will be offered the chance to create an account (on the payment complete page) by saving a password. Then you will be able to collect loyalty points, track the progress of your orders and checkout faster next time.

Your participation is subject to present and future program rules. Your participation is valid only at and rewards may only be earned and redeemed on Participation in the Lakeside Needlecraft Loyalty Points Scheme is a privilege granted to Lakeside Needlecraft customers and as such can be suspended, revoked or terminated at any time by Lakeside Needlecraft for any reason or for no reason. In the event of termination of your participation, all benefits including all accrued Loyalty Points and other program benefits will automatically and immediately be forfeited.

TERMS OF SERVICE: From time to time, Lakeside Needlecraft may temporarily amend the Loyalty Point reward equations, without notice to the users. A user only earns Loyalty Points based on activity on and via the Lakeside Needlecraft website. Users may opt to purchase products without using their Loyalty Points. Users may not redeem or exchange accumulated Loyalty Points for cash. Users may not give/donate/transfer/share their Loyalty Points to another user’s account. Lakeside Needlecraft specifically reserves the right to terminate, cancel, suspend and/or modify the Lakeside Needlecraft Loyalty Points Scheme, or any specific user's participation in the Lakeside Needlecraft Loyalty Points Scheme if any fraud, virus or other technical problem corrupts the administration, security, safety or proper function of the scheme as determined by Lakeside Needlecraft in its sole discretion. In addition, Lakeside Needlecraft reserves the right to terminate, cancel, suspend and/or permanently ban any specific user's participation in the scheme if Lakeside Needlecraft suspects that such user is conducting fraudulent activity to acquire, accumulate or spend Loyalty points including, but not limited to, by a user creating multiple Lakeside Needlecraft accounts, false referrals, etc.