When we provide services, we want to make them easy, useful and reliable.  Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone.  These include small files known as cookies.  They cannot be used to identify you personally.
These pieces of information are used to improve services for you through, for example:
            Enabling a service to recognise your device so you don’t have to give the same information several
            times during one task.
            Recognising that you may already have given a username and password so you don’t need to do it for
            every web page requested.
Our use of Cookies
Ekm_username – Temporary cookie generated to test if cookies are enabled on the visitor’s browser.
Ekm_pp_username – Stores a unique reference to visitors cart contents.  Stores authentication details for customer logged in section.
Ekm_tmp_orernumber – Stores a reference to the visitors order number after an order has been generated.
All these cookies are ESSENTIAL and so are totally compliant with the cookie law.

Terms & Conditions

These Terms and Conditions tell you your rights and obligations.  You may also have other rights granted by law and our Terms and Conditions do not affect these.

We are Cross Stitch Heaven (Mrs Donna Simmerson T/A)

Our Email address is:

We are not VAT registered.

Orders & Payment

By submitting your order you are offering to buy the goods and allow us to use your personal details for the purpose of supplying them (including passing your address and contact details onto the carriers).
We are not obliged to supply the goods to you until we have confirmed your order as 'processing' by email and this is when the contract is made, you do not own the goods until we receive payment in full. 

Whilst we don't have a minimum order value on the website, if you are wanting to pay by Cheque/Postal Order then there is a £10 minimum order value due to banking costs.

 Items marked 'On Order' on the website will be placed onto our backorder system.  These orders will be despatched as soon as they are available from our suppliers.  We will advise you by email of any delays.  Please note the stock levels of DMC Stranded Cotton Threads are not live, and we will update you should these be out of stock.
All prices are in Pounds Sterling (GBP).
Please note that any product that is ordered in especially for you cannot be returned or cancelled unless it is faulty.
Where the law requires a minimum age limit for the purchase of specific goods, you confirm that you are over the required age limit and the delivery will be accepted by a person who is over the required age limit.
EKM Powershop and Paypal provide our secure online payment services.  If you would rather order and pay over the telephone, please feel free to call us on the above number.

Privacy & Cookie Policy - Cross Stitch Heaven do not store any of our Customers financial details, and will not pass on any data to thrid parties.

 Our delivery prices are based on the weight of your shipment and start from just £1.05 (2nd class).  Postal prices can be checked prior to placing your order by clicking on your 'Basket' and selecting the postal option you wish to use. Any order which weighs more than 1.5kgs will be sent by Courier to the UK and DHL Express to Europe & Rest of the World.

We are an Internet based company, and therefore do not have a shop/showroom that you can visit.

Please ensure the delivery option you choose covers the cost of your goods, should they go missing in transit.  Maximum compensation for Standard 1st & 2nd class is currently £20.  Orders above £30 will not be sent without the signed for option being purchased.

You should inspect the goods when you receive them for defects or errors.  If you find any defects or errors you should inform us as soon as possible and within 7 days of receipt so we can resolve the matter with minimum delay.
If you have not received your goods within 7 days of despatch (UK) please report this to us.  For Europe and Rest of the World please allow a little longer.
If your goods are visibly damaged on receipt, please sign the delivery note accordingly.
Cancellation of Order and Returns Policy

As a consumer, and in line with the Distance Selling Directive (DSD) you have the right to cancel your contract with us and receive a refund.  You must inform us of this decision within 7 days from receipt of your goods.  The goods must not be opened nor used and must be ‘as new’ when returned to us.
You have 28 days to return the goods to us at your own expense and ensure the goods are well packed and adequately insured during any return journey that you organise.  Once goods have been received at Cross Stitch Heaven we will issue a full refund for the cost of the goods to your original payment method, please note this refund will be less any postage costs incurred by us.
This policy does have some limitations, such as special orders.  If the products have been opened you will automatically be deducted 20% of the products retail value from your refund amount.
If your goods are faulty on arrival, you have 28 days to inform us of the fault.  When the goods have been returned to us and the fault has been verified, we will issue a full refund to you via your original payment method, or replacement item if available.  For all electrical items we will send the product to the relevant distributor for evaluation first.  This is to prove the fault is due to product failure rather than misuse or abuse.
We will not be liable to you for any loss of profits, administrative inconvenience, indirect or consequential loss which may arise from you receiving damaged/faulty or wrong goods and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions.
We may add to, change, or remove any part of these Terms and Conditions of use at any time without notice.  We may add, change, discontinue, remove or suspend any other content posted on this site, including prices, features and specifications of products described or depicted on the site temporarily or permanently at any time without notice and without liability.


We will dispatch goods Worldwide.