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Frequently Asked Questions

Q: I have forgotten my password, what should I do?

Q: A product I like is out of stock or not available, what can I do?

Q: Can I send my order with special requests?

Q: How do I include a message with my gift?

Q: What payment options do I have?

Q: I received an error message from Paypal "Unable to process payment. Please contact the merchant as the shipping address provided by the merchant is invalid, and the merchant has requested that your order must be shipped to that address." What does this mean?

Q: How do I know my online order has been received?

Q: How do I know my order has been delivered?

Q: Do you ship overseas?

Q: How long does it take for my order to arrive?

Q: What are your return policies?

Q: What web browser is recommended for browsing our website?

 


A: I have forgotten my password, what should I do?

Click Log In on the top right of the website, then click  Forgot Your Password, enter your email address and we will send you an automatically generated new password.


A: A product I like is out of stock or not available, what can I do?

You can still place a back order for the product. The product will be delivered to you when it becomes back in stock. Our current lead time is 3-4 weeks.

 

A: Can I send my order with special requests?

 Yes, we do take special orders. We try our best to fulfill any sepcial request of yours, such as gift wrapping, gift cards or any other requests. We will confirm availability, cost and delivery details before proceeding with your special order.


A: How do I include a message with my gift?

 You can enter a gift message at the shipping method stage on the checkout page. Tick 'Add Gift Options'. Gift message will be written on a A7 (105 x 74mm) piece of card. Other gift cards could be provided at a cost.

 

A: What payment options do I have?

At the moment, we accept Online Banking, Bank Deposits, Visa, Mastercard and American Express.


A: I received an error message from Paypal "Unable to process payment. Please contact the merchant as the shipping address provided by the merchant is invalid, and the merchant has requested that your order must be shipped to that address." What does this mean?

The shipping address you have entered is invalid, please ensure your street name, city, state and postal code are correct prior to check out . 

 

A: How do I know my online order has been received?

An Order Confirmation email will be sent to you once you place your order, suggesting your order has been received.


A: How do I know my order has been delivered?

An email will be sent to you to inform your delivery once your payment is cleared. You will also be able to see your order status if you have an account with us. We will contact you via email if there is any problem or delay with your delivery.

 

A: Do you ship overseas?

All products will be available for international shipping. 

 

CountryInternational EconomyInternational Air
Australia $10.50 $11.50
Fiji $15.00 $16.50
United States, Canada, China $17.75 $19.50
France, Italy, Spain, Germany $20.50 $22.40
Other $26.50 $28.50

** Design charts are be emailed FREE of shipping charge for ALL countries. For more details, please check here

  

A: How long does it take for my order to arrive?

Usually it would take 1-3 working days for your order to be delivered. Overnight delivery can also be arranged, feel free to Contact Us or email us at sales@xstitchdeisgn.co.nz and we can make an arrangement for you.


A: What are your return policies?

Please read Return Policy on our Payment Terms.


A: What web browser is recommended for browsing our website?

This website is compatible with the following website broswers.

Firefox, Safari, Internet Explorer, Opera, Google Chrome 12.0 or above, Flock 7.0, SeaMonkey, Navigator  9.0.