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FAQs

Chatelaine Kits
Our kits are *materials only.*  If we have the pattern, it will be listed as a separate item for you to add to your shopping cart.  Our pattern is the pre-printed, b/w only, chart pack sent by regular mail.  If you prefer the electronic version (PDF), contact the designer, Martina, at http://chatelaine.de for availability and purchasing. 
We list the contents of the full kit on our website. In some cases, the threads Martina originally used for the design are no longer available.  In MOST cases, you'll either need to use the DMC conversion for that thread or choose your own substitute.  Please READ the description of the kit so you're not "surprised" by what is or is not in the kit.  We do NOT include DMC threads in any of our kits.

Kit Availability
Please consider our kits "special order" items.  This means that you can ask us to leave out threads, set up a payment plan for the kit, substitute fabric if we have it, etc. This also means that our kits usually take between 3-4 weeks to ship. We think you'll be happy with the effort and detail that goes into assembling your kit, but it does mean being patient while we wait for our supplies to arrive. If, at any time, you'd like an update on the status of your order, simply send us an email.

Customizing Your Order
We process all orders individually. We're not a factory or "big box" store. If you need changes to your order, just let us know, either in the notes section of your order or by email. If you need to customize a kit, order the kit closest to what you need and we'll issue a refund (if we remove items) or send you an additional invoice (if we add items). Customer service is important to us, so just let us know what we can do and we'll do our best to take care of it!

Returns
Customer satisfaction is our first priority, however, we are unable to accept returns on charts. We will, on occasion, allow returns of other materials. If you are unhappy with your purchase for any reason, please contact us to discuss your options.

Insurance and Global Express
If you're concerned that a package will be lost, we recommend shipping by Global Express. Global Express provides a tracking number and $150 in insurance.  We will insure kits for more if you like, but USPS has a long delay time for paying claims.  For international packages, we often have to wait 8+ weeks before we can even file a claim.

Payment Methods
We accept Visa, MasterCard, AMEX, PayPal, checks, and money orders.

Sales Tax
We collect state sales tax when the shipping address is in Nevada.