Shipping & Returns

By placing an order on this website you are agreeing to the terms below.

Shipping Policy

Shipping Costs & Locations

I only ship physical products within New Zealand at this stage. Rates (in NZD) are:

  • $5.50 for standard shipping
  • $9.50 for rural shipping

All orders are sent via tracked courier - a shipping confirmation email along with the tracking number will be sent to you once your order is fulfilled.

Tracked deliveries cannot be made to P.O. Boxes, so please ensure you provide a physical address.

Digital downloads are available worldwide and are able to be downloaded immediately upon purchase.

Transit Time

Embroidery Kits

Please allow 3-5 business days for embroidery kits, plus an extra 1-2 days for rural shipping. If you have not received your order in this time, please contact me so that I can conduct an investigation.

Custom Embroidery Hoops

To make custom hoops, I operate on a first-come-first-serve basis. I will be in touch via email to confirm transit times. As a general rule, this shouldn't take more than a few weeks. Feel free to send me a gentle nudge if you haven't received your order within 4 weeks.

Return & Refund Policy

Embroidery Kits

I do my best to pack every kit with utmost care. If you are unhappy with your purchase, or if you receive the wrong item, please email hello@artbyjille.com within 14 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please contact me first before posting a return, so I can assess and give you clear instructions on how to proceed.

Return shipping will be paid at your expense, and you will be required to arrange your own shipping.

Any items sent back to me without first requesting a return will not be accepted.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Damaged in Transit

Please contact hello@artbyjille.com as soon as possible with as much details as you can provide. Photos are encouraged. This will greatly help me make a claim to the courier company. I will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Please do not send damaged items back to me.

Lost in Transit

I will process a refund or replacement as soon as the courier has completed their investigation into the claim, and the parcel has been deemed lost.

Non-returnable items

Certain types of items cannot be returned, such as digital downloads, custom-made embroidery hoops, and any sale items and gift cards. If you have any questions or concerns, please email hello@artbyjille.com.