Frequently asked questions
1. Personal information
To fulfil your order, you must provide me with certain information (which you authorised Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly.
2. Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
• As needed to provide my services (e.g. when I use your information to fulfil your order, to settle disputes, or to provide customer support)
• If necessary to comply with a legal obligation or court order or in connection with a legal claim (e.g. retaining information about your purchases if required by tax law)
I will not use your information to contact you for marketing purposes.
3. Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as Royal Mail and other delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
I will not share your information to any third party for marketing purposes.
4. Customers Outside the UK
By providing your personal data to me, you expressly consent to the processing of your personal data by me or on my behalf. Of course, you still have the right to ask me not to process your data in certain ways, and if you do so, I will respect your wishes.
Sometimes I’ll need to transfer your personal data between countries to enable meto supply the goods or services you’ve requested. In the ordinary course of business, Imay transfer your personal data from your country of residence to myself and to third parties located in the UK (e.g. Royal Mail).
By dealing with me, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for my ordinary business purposes. This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.
5. Data Retention
6. How I protect your data.
No personal data is stored outside of Etsy at this current time. In the future, I may store customer names and emails in the form of an encrypted and password-protected file. The computer on which it would be stored is protected by antivirus software and regular security updates.
7. Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
• Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
• Object. You can object to my processing of some of your information based on my legitimate interests. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
• Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
8. How to Contact Me
For purposes of EU data protection law, I, Helen Coulson, am the data controller of your personal information. If you have any questions or concerns, you may contact me at email@example.com. Alternately, you may contact me through Etsy.
How do I buy a pattern?
Currently, the majority of products are listed on Etsy, but we are working on updating the website store. You can either buy through Etsy and receive an instant download link, or buy through this website and receive an email within 24hrs of purchase.
What will I receive?
• DIGITAL PRODUCTS
If purchased through the website: If you buy a PDF pattern, you will receive an email with multiple digital PDF files of your cross stitch pattern attached. There is no physical item to be delivered. The pattern is yours to print and use as many times as you wish, and you are welcome to sell any pieces created from the pattern, but please do not sell or give away the pattern itself. These same conditions apply to free patterns and purchased patterns.
If purchased through Etsy: If you buy a PDF pattern, you will receive an email with a link to download multiple digital PDF files of your cross stitch pattern. There is no physical item to be delivered. The pattern is yours to print and use as many times as you wish, and you are welcome to sell any pieces created from the pattern, but please do not sell or give away the pattern itself. The same conditions apply to free patterns and purchased patterns.
• PHYSICAL PRODUCTS
If you buy a cross stitch kit, you will receive the items necessary to create the piece. At a minimum this includes Aida fabric, thread, needles,a colour printout of the pattern, and a black and white printout of our 'how to cross stitch' guide. Some kits also include thread snippers, embroidery hoops, and backing felt; each listing details what is included.
If you buy a ready-made piece, you will receive that piece, usually on an embroidery hoop backed with felt.
If you buy a needle-minder, you'll receive a decorative minder, secured to a strong magnet, and a second magnet.
If you buy scissors or snips, that's exactly what you'll receive!
Full details are included with each listing, and each piece is packaged with great care to ensure it reaches you in tip top condition.
The symbols are too small / large! Help!
I've tried to ensure a good balance between the size of the symbols and the number of pages to be printed, so that too much paper isn't wasted. That said, if you do find the symbols too small to work with, just get in touch and I'll gladly enlarge the pattern for you so it's easier to work with. This way it will print over more pages, and each symbol will be larger.
The same goes for smaller symbols! If you'd rather your entire piece fit on one page, you need only ask...
How do I get a paper copy of my new pattern?
You'll need a printer, then you'll need to choose the file you wish to print. For black and white printers, and for simplicity, I recommend printing the 'black and white' file (rather than the 'colour' file), but if you have a colour printer or just prefer the other file, it's there!
These patterns are designed to be printed on standard A4 paper, so just opening the file and clicking 'print' is all you need to do! Please get in touch for US Letter patterns as I don't produce these as standard so they're made to order.
If you don't have a printer, or a friend who owes you a favour, there are a number of online document printing services. Or you can go green and just view it on a tablet instead!
There seem to be rows missing when I print. Help!
Make sure the paper you're printing on matches the dimensions of the file you're trying to print. Older patterns were only released in A4 size; that's 210 × 297 millimeters or 8.27 × 11.69 inches. If you're trying to print an A4 pattern on any other dimension of paper, you'll usually end up with missed rows / columns.
More recently-released files feature both A4 and US Letter size.
If you don't have the right file size, just get in touch and I'll re-jig the file to fit onto your paper size. I don't do this as standard with every listing as Etsy only allows 5 files per listing and A4 is the moret common size, but the option is always there if you'd prefer it on something else.
How do I view my files?
All files are in PDF format, so you'll need a PDF viewer if you don't already have one. I use Adobe Acrobat Reader which can be downloaded for free here: https://get.adobe.com/uk/reader/
The backstitching is covering the symbols; it's too overwhelming!
If you're struggling to work from the patterns you've received with your order, please do get in touch and I'd be happy to send it to you in a different form. With patterns that are heavy on the backstitching, I do try to include a file with only backstitching, and with no backstitching, so that you can work on each individually. If you require something different, you only have to ask.
Usually the backstitching is denoted by bright colours on your pattern, so as to more clearly distinguish between multiple colours, but I do understand that this can be overwhelming. If you'd like a new pattern file with each individual colour of backstitching separate, just ask.
Each pattern can be rendered in several different ways (e.g. different sizes, symbols, colours, with or without backstitching), so we're sure to find something that's easy on your eyes.
If you're still feeling overwhelmed, my advice would be to step away from the piece and work on something easier. There are lots of simpler pieces in our shop, and on our 'Freebies' page; look for something with full crosses only (no backstitch, French knots, or other fancy malarkey), and few colours. Get your mojo back then tackle that white whale!
Free patterns? What's the catch?
The only catch is you can't sell the patterns themselves, though you're welcome to pass them on for free.
Honestly, I love being able to give away stuff, without bankrupting myself shipping physical items all over the world as I did with my last business. It means I can do little giveaways, and make cutesie little patterns to have as permanent freebies.
Sometimes there really are no strings attached, so enjoy your free stuff!
How do I contact you?
I'd rather you didn't show up on my doorstep (I'm hugely antisocial and am usually in Hermit Mode), but I do love a good chat, so there are a number of online ways to get in touch.
The easiest way is via an email to firstname.lastname@example.org, or you can find us on Etsy https://www.etsy.com/uk/shop/FandomCrossStitchery and click the 'contact' button under my picture.
Then there's social media! We're on Facebook, Instagram, and Pinterest as @FandomCrossStitchery and Twitter as @FandomXStitch, although I don't check Twitter that often (apparently I'm easily confused by technology), so if you really need me I'd recommend one of the others.
I don't have a printer, is there any point me buying a pattern?
You don't need a printer to use the pattern! The eco-friendly option is to view it on a tablet, phone, or computer instead! That's what we use the colour files for, and it's much nicer than having reams of paper blowing about the garden when stitching in the sunshine.
If you still want a physical copy, there are a number of online document printing companies that you can use, or you can get in touch and I can arrange to have a copy printed and mailed to you.
Needleminder Safety & Info
To use the needleminder, place the decorative piece on top of your fabric, and the lone magnet underneath. Place your needle on top of the decorative piece to keep it handy. To separate magnets, slide them apart.
The magnets used for our needleminders are incredibly strong and can jump together from several inches apart. Do not place skin or body parts between magnets as they can be pinched or trapped.
The magnets are brittle. Do not allow magnets to slam together as they can chip, crack, or shatter.
Keep away from children; needleminders are not toys nor are they intended for use by children. Small parts can be swallowed and can cause serious health issues.
Magnets are nickel plated so keep away from people with a nickel allergy.
Keep away from anyone with a pacemaker.
Keep away from electronics & magnetic media.