Frequently asked questions

Workshops:

Can I cancel my workshop booking?
If you find yourself unable to attend your booking please get in touch with us as soon as possible! If it’s more than 14 days in advance, we can offer a refund minus 30% for administrative fees or you can transfer to a future workshop free of charge. If cancellation is within 14 days of your workshop I’m afraid we are unable to offer a refund. However you can always send a friend in your place - just let us know of the name change please by emailing hellothere@ellbie.co. A full refund will always be given if your workshop is cancelled by Ellbie Co. for any reason.

I didn’t receive an email with my workshop ticket details?
Oh dear! We aren’t sure why that has happened  - please make sure you check your spam folder just in case your ticket email has ended up in there. If you still can’t find the email then please email us as soon as possible at hellothere@ellbie.co and we will send you a new ticket email!

What is the age limit that can attend a workshop?
We are only able to facilitate workshops for people aged 16 and above. In some circumstances we may host a workshop in a venue which serves alcohol. If this is the case then we can only allow people aged 18 and above with ID to participate in the workshop. Please check each individual workshop for an indication of the exact age limit.

What happens if I am late for a workshop?
Don’t panic! If you are running late for a workshop or have got a bit delayed then please just give Becci a call on: 07592325820 and let her know. Unfortunately due to the nature of our workshops we will be unable to wait for your arrival and you may end up with less time to complete the project.  Because of this please note that if you arrive more than half an hour late you will be unlikely to finish the workshop in time. But we will however help you upon your arrival to settle into the class and do our best to show you how to complete the project at home.

When should I arrive for a workshop?
Please try to arrive 10 minutes before the workshop is due to start. This will allow you time to meet your tutor and to get settled into the venue before we begin the workshop!

I am disabled what is accessibility like at the workshops?
We do our best to make our workshops as inclusive as possible! However we do host workshops at a variety of different venues so unfortunately the accessibility at our workshops varies and is not always within our control. Please get in touch at: hellothere@ellbie.co with details about your disability before you book your workshop and we will let you know what accessibility is like at particular venues and how we will be able to help accommodate you.

What should I bring to a workshop?
Just bring yourself, some clothes you don’t mind getting a bit mucky, a bag or container to carry your new creation home in and your sense of fun!

Do you offer private, hen parties, or corporate workshops?
Yes, we do! Please get in touch with us regarding your requirements at: hellothere@ellbie.co and we will let you know pricing etc. We have our own product and public liability insurance so we are able to host workshops within most venues. Please note that we only offer custom workshops to groups of eight or more people and we will require a 50% deposit up-front to secure your booking

Returns and shipping:

Please see our shipping and returns for details of this!

If you still have any questions then please get in touch via: hellothere@ellbie.co


I’m interested in stocking your products in my store?
Yay! Thats great news - we do offer wholesale to registered businesses. Please get in touch via our contact form with details about your business and we will be able to provide you with any further information.
 

Kits:

I’m missing a kit component?
We are sorry that this has happened! We do try our very best when packing our kits to ensure that they contain everything they need. But sometimes mistakes can happen. Please email us at: hellothere@ellbie.co and we will do our best to put it right and send you out a replacement component!

My kit arrived damaged?
Whilst we make every effort to ensure that our products are packaged correctly and in protective packaging.Unfortunately once goods leave Ellbie Co. We cannot be held responsible for any damage that occurs during shipping as this is the couriers/delivery companies responsibility. If the interior/a component of your kit is damaged then we will be able to provide you with a refund  or a replacement component via our returns policy. However if damage has been caused by means outside of our control - then we will be unable to offer a refund in this case. Please get in touch with us via: hellothere@ellbie.co to see how we can help resolve this situation!

What age are your kits suitable for?

Due to the nature of the components of these kits they are not toys. These kits are suitable for children aged 14+, although we recommend that children under 16, construct these kits under adult supervision. Because of the sharp sewing needle and possible choking hazzard risk.

Is it possible to have a kit gift wrapped?
Is this a sneaky surprise gift? Oooh, we love that! Yes of course we can gift wrap the kits for you. Just leave us a note in the comments when purchasing and we’ll make sure it’s discreetly wrapped with some added sparkle.

I received this kit as a gift can I get a refund?
No sadly we are unable to do this. We require proof of purchase for any refund to be given and refunds will be only be given to the original purchaser of the gift. For further details please refer to our refund policy.

I bought this kit From a private seller online can I get a refund From you? 

Unfortunately not. To get a refund for this product you’ll need to contact the individual that you bought the kit from and get a refund from them. We do not encourage customers to resell our products secondhand.
 

Kits:

I’m missing a kit component?
We are sorry that this has happened! We do try our very best when packing our kits to ensure that they contain everything they need. But sometimes mistakes can happen. Please email us at: hellothere@ellbie.co and we will do our best to put it right and send you out a replacement component!

My kit arrived damaged?
Whilst we make every effort to ensure that our products are packaged correctly and in protective packaging.Unfortunately once goods leave Ellbie Co. We cannot be held responsible for any damage that occurs during shipping as this is the couriers/delivery companies responsibility. If the interior/a component of your kit is damaged then we will be able to provide you with a refund  or a replacement component via our returns policy. However if damage has been caused by means outside of our control - then we will be unable to offer a refund in this case. Please get in touch with us via: hellothere@ellbie.co to see how we can help resolve this situation!

What age are your kits suitable for?

Due to the nature of the components of these kits they are not toys. These kits are suitable for children aged 14+, although we recommend that children under 16, construct these kits under adult supervision. Because of the sharp sewing needle and possible choking hazzard risk.

Is it possible to have a kit gift wrapped?
Is this a sneaky surprise gift? Oooh, we love that! Yes of course we can gift wrap the kits for you. Just leave us a note in the comments when purchasing and we’ll make sure it’s discreetly wrapped with some added sparkle.

I received this kit as a gift can I get a refund?
No sadly we are unable to do this. We require proof of purchase for any refund to be given and refunds will be only be given to the original purchaser of the gift. For further details please refer to our refund policy.

I bought this kit From a private seller online can I get a refund From you? 

Unfortunately not. To get a refund for this product you’ll need to contact the individual that you bought the kit from and get a refund from them. We do not encourage customers to resell our products secondhand.
 

STITCH A SELFIE KITS:

How do I send you my photo ?
After ordering your new stitch a selfie kit - please email us with your order number and attach your photo as a 300dpi/high quality JPEG to : hellothere@ellbie.co 

WHAT WILL YOU DO WITH MY PHOTO ONCE YOU RECEIVE IT?
Once we receive your chosen image via email with your order number or proof of purchase - we will then download your image and put it through homemade in house software to convert in into a cross stitch pattern. This normally happens within 24 hours of us receiving your photo. We then delete your photo from our system (for more in depth details about your data security please see our privacy policy) Your custom cross stitch pattern is then printed out and placed inside your kit which we will then seal up and ship to you! Yay!

CAN I SEND YOU A PHOTO OF ANYTHING?

It's your kit so it's up to you! But we have found that these kits work best if they are of either one or two subjects (human or animal!) any more than that and you can start to loose some details. By sending us an image you are confirming that you are the owner of that image and have permission to use it.
(Obviously we will not accept any copyrighted, indecent or explicit images. If we receive images that we feel are inappropriate then we will contact the relevant authority and advise you of this.)


Will you use my stitch a selfie photo for marketing?
No, we will only use your photo if you consent to this. We will email you in advance to ask if you are okay with us using your image in our marketing and only will go ahead if you give us your explicit consent, which you are also welcome to withdraw at any given time.

Can I send you an illustration or text?
No sadly we are unable to do this, our current software only works for photos - but this is something that we are hoping to bring to you in the future!

I sent you a photo but now I've changed my mind what can I do? 

You have 24 hours from sending us your first photo to send us a different image. So please just email us again if you have changed your mind - but sadly after 24 hours we will have most likely already processed your image and posted out your craft kit, so there will be little we can do.

I've lost my custom pattern - help?

Never fear - just email us your order number or proof of purchase with your chosen photo and we will be happy to process your image again - we will then email you your replacement pattern.
 

CAN I SELL MY PATTERN/FINISHED CROSS STITCH?

No, unfortunately the copyright of the pattern belongs to Ellbie Co. So you are welcome to stitch up the pattern and give it to a friend or family member as a gift but you do not have permission to make your custom pattern commercially available.
 

My image has been rejected?

If you send us an image that is of low quality or heavily filtered then sometimes we will reject your image as we want you to be able to stitch up the most awesome picture ever and for that we need a clear good quality picture. Don't worry! We will let you know via email if this is the case so that you can send us a different image!
 

Will I be sent a proof of my pattern?

Sadly because of how many orders we receive on a daily basis this is not possible - instead you will only hear from us to confirm that we have received your image and if we think that there might be a problem with your image! So if you don't hear from us after your confirmation - assume that your image was successfully processed into your brand new custom pattern. 

MAKE HAPPY CLUB BOX:

 

What is the make happy club box? 

It is a monthly stitching subscription box - we hand design gorgeous stitching projects every month and explore lots of different stitching techniques, whilst also discovering fantastic charities and enjoying a moment of crafting mindfulness together!

We make happy things for you to stitch and and by buying the box you make a different charity happy too! 

 

Who is the make happy club box for? 

Anybody who wants to try a new hobby, have a monthly mindful stitching surprise and be a part of a community of stitchers who are making the world a bit happier! All of the projects are designed with beginners in mind so they are clear and easy to follow relaxing projects to make - but we will be exploring different stitches and types of projects along the way so if you are a more experienced stitcher then don't worry you will still be learning as well! All of our boxes are suitable for ages 14+

ARE THE PROJECTS UNIQUE TO THE BOX? 

Yes! The project included in the box each month will be unique - some of the projects we may choose to sell later on as separate kits on our website but only after our lovely make happy club box members have recieved their box first (after the subscription month has ended!)
 

Why should I subscribe?

The Make Happy Club box will be an amazing community of like-minded stitchers who are making happy projects and also makingsome lovely charities happy too!  Subscribers also benefit from getting these brand new kits first before they are available to anyone else! We want The Make Happy Club box to be a community of crafters where you can explore a new stitching hobby, stitching helps with anxiety, and crafting in general can really improve your mental health and happiness. This little box will hopefully bring you a monthly mindful crafting surprise whilst you can also feel good about helping other people/animals too! 


Can I find out what the project is for the month before it arrives?

Yes you can - we share spoiler blogs on here each month so if you are curious you can take a look and find out what project is in the box that month! However we won't be sharing any details on social media about the project until after it's been posted - so you can choose for yourself if you would like a surprise mystery project or if you want to sneak a peak on our blog to find out the project for the month! It's up to you! Personally we prefer having a mystery surprise it's more fun that way! 
 

Will you reveal how much is donated each month?

Yes absolutely! We will share a monthly blog post with more information about our chosen charity for the month that we will be donating to through the workforgood platform and at the end of the month we will update this with the final amount raised for that month.  You can find out more about work for good here: https://workforgood.co.uk/ 

How will you choose a charity?

We will choose our monthly charity based upon our theme for that months box - and we will only be working with charities on the work for good platform. This is due to the complex legal issues surrounding working with charities - you can see all of the charities on the work for good website! 

When are subscriptions open?

You will be able to subscribe from the 1st of the month until the 20th of the month and  any subscription sign ups after the 20th  will not recieve the  subsequent months box and instead will recieve their first box a month after. For example if you subscribe between 1st May - 20th May then you will recieve your first box in June. But if you subscribe in June then you will recieve your first box in July.
 

When will the boxes ship?

We’ll be shipping boxes around the 30th of each month (28th/29th for February!). Shipping should take 3-5 days for the UK and 7-10 days  for international orders.
 

Are these available Internationally?

We can ship internationally to USA, Canada, Australia and the Channel Islands, but please be aware of delays to some international destinations because of Covid 19 and shipping is a bit more expensive. In the future we’re going to do our best to bring this international shipping cost down.

How much is postage?

UK (and Channel Islands) standard 2nd class postage will be £3.25 and for international standard (7- 14 day delivery) it will be £12.50  (USA, Australia and Canada

Do I need to be in to recieve my box?

The boxes will be letterbox friendly so you don't need to worry about missing a delivery!

When will I be billed each month?

You’ll be billed on the anniversary of your sign up date this will be monthly. 
 

CAN I CANCEL MY SUBSCRIPTION?

You can cancel your monthly subscription at any time, you have until the 20th of each month to cancel it for the next month’s box. Just email us at hellothere@ellbie.co with your cancellation request and we will confirm the cancellation for you the same day.
 

Can I buy a one off box?

Yes, you can take out a monthly subscription and then cancel it before the 20th of the month.