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1. Where are you located?
We are located in Pennsylvania, United States. We are an online business only.
2. What is your working hour?
We work from 8 AM - 5 PM from Monday to Friday, Eastern Time. We're closed for holidays.
3. How long will my order take to ship?
Our standard waiting time is 30 working days since most of our items are made to order with an exception of back order. During the sales or unprecedented circumstances, it can take up to 8 weeks. We are currently not offering express service at this time. Estimate delivery time at check out (your choice of first class or priority) is the estimated days that post office take to deliver your package once it leaves our studio. It doesn't include our working days.
4. How do I know when my package is shipped?
You will receive an email with tracking information when your order ships.
5. What is the difference between cotton and silk?
Cottons are fibers made from plants while silks are made from silkworms. Therefore they take dye differently. Silks are a lot smoother and shiner, giver beautiful effect when reflected by the sun.
6. Are your fibers colorfast and what are your fibers bases?
Our silks are 100% washfast. However, regardless all possible efforts, we cannot guarantee colorfast for cottons and fabrics. We would advise customers not to wash their fabrics and flosses after stitching. We only use DMC for our hand dyed cottons and Zweigart for our hand dyed fabrics.
7. Why do my fabrics look different from the website?
Fabric counts and types play a huge role in the final results of the fabrics. The scan on the website is just a guideline. We always have description of which fabric we used for the scan in each color. Each fabric has different content of cotton, linen, polyester therefore it affects greatly how it takes the dye. Additionally , since they're hand dyed, each piece comes out different from the other while still reflecting the basic color scheme of the original scan.
8. How much is the shipping and do you ship to my country?
Shipping cost is solely determined by United States Postal Service depends on the size and the weight of the items as well as the location of the recipient. The best way to find out how much your order is gonna cost you is to put them in the cart. We offer shipping worldwide!
9. How will my order be shipped?
Your order will be shipped via United States Postal Service (USPS). Delivery time varies depends on your choice of First Class Mail or Priority Mail. First Class Mail does not guarantee shipping timeline and can change from time to time depends on USPS' working schedule. We are not associated with USPS therefore we do not have any knowledge of why, where and when. We do not take responsibility for missing parcels or performance of USPS. Once the packages left our hands, it's out of our reach. We only can help you contact the post office if your order was shipped via Priority Mail with insurance. First Class Mail does not come with insurance and by choosing this option, you agree to exempt us from the responsibility of replacing your order in case it got lost or went missing.
10. How do I join/discontinue Monthly Club?
You can join any of our monthly club by purchasing the first month on the website. If your order is placed before 12th of the month, you will receive your first club within that month. If not, your club will start the following month. You will be invoiced via registered email in the first week of each month. If you wish to discontinue the club, please drop us an email at email@example.com or use Contact Us form on the webpage before the invoice period so that we will remove you from the automatic billing list of that cycle.
11. How can I pay for my order?
For regular shop orders, we accept credit cards (Visa, MasterCard, American Express and Discover) and PayPal. We do not accept personal checks or money orders.
12. What is your exchange/refund/cancellation policy?
Any order mistake made by us will be fully replaced or refunded upon your return. We do not accept any returns of damaged, used or opened products or results of how fabrics take dye differently. Non-returnable/refundable cases are extended to any hand painted or custom order (cut, dye or paint etc) and final sale products. Please make sure that you drop us an email first before sending back. Shipping cost will not be refunded. We do not accept any cancellation for any hand dyed products at this time.
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