Contact us
Email our support team and explain what happened. Include your order details when possible.
STITCH LIBRARY
Refunds, made clear.
Because our products are digital downloads delivered immediately, refunds work differently from physical products. We aim to handle every request fairly and help resolve genuine issues quickly.
We want you to be happy with your purchase.
If something has gone wrong with your order or you cannot access the digital files you purchased, contact us first. We'll review the situation and do our best to resolve it.
Digital Products
Stitch Library sells digital products, including crochet, knitting, cross stitch, and other downloadable pattern files. No physical items are shipped.
Because digital products can be accessed immediately after purchase, we generally do not offer refunds simply because a customer changes their mind after the digital content has been supplied.
When We May Offer a Refund
We may review and approve a refund in exceptional circumstances, including situations such as:
- You were charged more than once for the same purchase.
- A technical problem prevents you from accessing the files you purchased and we are unable to resolve the issue.
- You received an incorrect digital product due to an error on our side.
- Another genuine issue occurred that requires individual review.
Download & Access Problems
If you purchased a product but cannot download or access your files, please contact us before requesting a refund.
In many cases, we can quickly resend the download, restore access, or help you locate the files associated with your order.
Duplicate Payments
If you accidentally complete the same purchase more than once, contact us as soon as possible with the relevant order information. Duplicate charges are eligible for review and, where confirmed, may be refunded.
How to Request Help
To request a refund review or report a problem with your order, email our support team at:
support@stitchlibrary.store
Please include the email address used for your purchase and, when available, your order number. This allows us to locate your order and investigate the issue faster.
Important
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be waived under the laws applicable to your purchase. Where mandatory consumer protection laws provide a right to a refund, cancellation, or other remedy, those rights continue to apply.
Need assistance?
A simple process.
We review it
We'll look at your order and the issue you reported and determine the best way to resolve it.
We resolve it
Where appropriate, we'll restore access, provide assistance, or process an approved refund.
Something went wrong?
Don't worry. Contact us first and we'll do our best to find a solution within 24 hours.
Contact Stitch LibraryLast updated: August 2026