Helpful information

Welcome to the Thread Needle Soul frequently asked questions page. Here you will find answers to common queries about our beautiful embroidery kits, designs, and ordering process. We aim to make your experience as calm and mindful as stitching itself, ensuring you have all the details you need for a smooth and enjoyable journey with us.

Frequently asked questions

We've compiled a list of the most common questions our customers ask about our embroidery kits, accessories, and designs. Our goal is to provide you with clear and concise answers, allowing you to focus on the joy of stitching.

What are your dispatch times?

If your order is placed by 1 pm, items are posted out the same day. All orders are sent via Royal Mail Tracked service to ensure safe and timely delivery.

Please be aware that 1st & 2nd Class Letter are not insured or tracked.

What is the lead time for commission pieces?

The current lead time for commission pieces is 4 to 6 weeks from the date of ordering to completion. We dedicate careful attention to each bespoke design.

What is your returns policy?

Returns are accepted on embroidery kits and other physical products (with the exception of stick & stitch patterns) within 14 days of the purchase date. Please ensure items are unused and in their original packaging.

Are commission pieces refundable?

Commission pieces are non-refundable due to their personalised nature and the dedicated time invested in their creation.

Can I get a refund on digital downloads?

Digital download PDFs and Stick & Stitch patterns are non-refundable once purchased. Please review your order carefully before completing your purchase.

Discover the joy of stitching

Ready to start your mindful embroidery journey? Explore our beautiful range of kits, patterns, and accessories today. We are here to help you every step of the way.

Beyond the ordinary

This is where our journey begins. Get to know our business and what we do, and how we're committed to quality and great service. Join us as we grow and succeed together. We're glad you're here to be a part of our story.