NERDpillo policies
International Customers
Returns and Exchanges
We accept cancellations for physical products.
Returns and Exchange Details
There are NO refunds on cross stitch patterns once the pattern has been downloaded.
Refunds are only available if the item is damaged or was grossly misrepresented by the listing. The refund will be for the cost of the item, minus shipping and handling fees. If the item is lost in transit or never received, or damaged in transit, the buyer assumes all responsibility for notifying us within seven days of assumed arrival. If the item is damaged, a refund minus original shipping and handling fees will be given upon receipt of proof of damage (photographs of the damage sent to us). A refund, minus costs of shipping, will be given to the buyer if USPS tracking confirms the item never arrived. If tracking does confirm the item arrived to the correct address, a refund will not be given in any form to the buyer in case of loss. By purchasing from this shop, you agree to these terms.
Payment
Shipping
All items will be shipped via USPS, with insurance and a tracking number. Buyer is responsible for all shipping costs, including but not limited to USPS’ service, packing materials, and a handling fee as seen appropriate by the artist. If you need a rush order, please contact the artist prior to purchase. Extra fees will apply. By purchasing from this shop, you agree to these terms.
Insurance is required for all shipments through USPS from NERDpillo. The prices are reflected in the shipping costs. This protects both you and me from lost shipments!
NERDpillo is not responsible for any VAT or other customs charges that your purchases may incur, these charges are the sole responsibility of the customer to pay.
Digital Product Policies
There are NO refunds on digital products once the product has been downloaded.
Digital products are available for download immediately after payment has been processed and received; personalized products will be available within five days after payment has been processed. You can access the download by going to the “My Account” page and either viewing the order or by going to the downloads tab.
Personalized patterns will be personalized with the information provided at the time of purchase. If the information provided by the customer is not correct, then there may be an additional fee to redo the personalized information.
Digital products bought from NERDpillo cannot be resold or shared.
The original purchaser of a digital pattern may use that pattern to create a physical product to sell. Credit must be given to NERDpillo when selling products made from our patterns.
Custom Order Policies
Custom orders should be discussed with the shop owner prior to any purchase. Please use the Contact form to reach out about custom orders.
Once the terms of a custom order have been agreed upon and the order has been paid for there are no cancellations or refunds.
If, for any reason, we are unable to fulfill the agreed-upon custom request then a full refund will be given for the item.
Additional Policies
I will not accept projects I know I cannot complete to your standards, but I can point you in the direction of someone who can if my style is not right for you. Please contact me for custom work.
Other types of custom work are available. See my prior sales and current items for sale for examples. I can work with clay, needlework, custom cross stitch designs, and plushes.