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FAQ
1)What are "Charts"?

Unless otherwise specified in the title or detailed description area, "Charts" are graphic and instruction leaflets or books. It usually does not include floss, fabric, needle or charms and embellishments. To order projects which comes with the necessary items to complete them, please look under "Kits". Otherwise, drop us a note indicating the chart that you are interested in and that you wish to have it kitted up. We will reply with a quotation for the project.

2)How do I place an order?

To purchase an item, locate the item and click on the shopping cart icon next to the list or if you are in the detailed description page of the item, click on "Add to cart" button.
Once you are ready to check out, click on the small arrow on the right hand column, next to the word "Shoppng Cart". You will be requested to log in if you have not already done so. If you are a new customer, you will be brought to a page to create a new account for yourself.
Next, click on the "Check out" button. If you have any comments regarding your purchases or deliveries, please fill out the comments box. Click on "Continue" button to continue on to the payment options page.
Select your payment option here and click on "Continue" button.
Check that the delivery and billing address information is correct and click on "Confirm" button to confirm your order.
You will receive an email confirming your order and the amount payable, as well as information regarding account numbers or paypal id to transfer the payment.
Once payment has been credited, we will send out your order.

3)Why do I have to create an account?

There are a few reasons for creating an account. Firstly, it stores the shopping cart list so you can come back and continue with the shopping at another time. Secondly, it facilitates communication during transactions, should the need arise. Thirdly, it allows you to have a history log of your past purchases, up to 10 purchases. If you have not unchecked the email notifications options, you will receive newsletters or important notifications.
We do not sell, trade, or reveal your information to third parties intentionally, unless the law requires it be done. If you still prefer not to create any account with us, we welcome orders via email too! Just send us your order with the item code and title to support@crossstitchjoy.com and we will get back to you as soon as we can.

4)I can't find an item that I want on your website, can you get it for me?

Yes, we would love to help you find and import it in.

5)In which denominations are the prices shown?

Prices are shown in Singapore, US or Euro dollars. The base currency is in Singapore dollars.

6)Can overseas orders be made?

Definitely! We welcome orders from anywhere in the world as long as our local postal carrier, SingPost, can deliver to your destination.

7)What modes of payments are accepted?

We accept payments to
- interbank transfers to POSB Bank savings account 023-31486-0 or
- Singapore cheques crossed to "Lee Huay Phing, Joanna" and direct drop at POSB bank or sent to

Joanna Lee
VBox 888421
Singapore 919191

or
- Paypal payments to sales@CrossStitchJoy.com or
- for Malaysia customers, interbank transfers to Malaysia Maybank account 5010 1102 5353 (Wang Chwee Jin Daniel) in Ringgit.
All payments are to be made in Singapore dollars, except for Malaysia Maybank (Ringgit), prior to shipping out orders.

8)What are the shipping charges like?

Please click on Information -> Shipping for a detailed explanation.

9)How long is the delivery?

If we have the item in stock, it usually takes 1-2 working days for us to pack the order. Orders placed during sales and after we are back on vacation may take slightly longer. Our apologies for the delay during these periods.

For Singapore delivery addresses

  • If the total is $100 and above, we will send it out via courier FOC. This could be as fast as a next-day delivery after confirmation on the delivery time range with you.
  • If the total is between $50-$99.99, we try to send via AM Mail or SmartPac box which is a next-day delivery from day of posting. However, due to weight limitation (up to 300g for AM Mail of A4 size and up to 3kg with size smaller than A4 for SmartPac), this may not be a possible solution even though we do it FOC.
  • For the rest of the items, we post them out via Singpost normal mail which takes 3-5 working days for packages.
  • Pre-arranged self-collection in Pasir Ris/Tampines area
  • We can arrange for courier service for amounts less than $100 but you will have to pay for the service. Usually the cost is $6. Rarely would it be more than $10.

  • For Overseas addresses
    Delivery times vary, depending on location. Singpost (our national posting service) posted the delivery time as below:

    Country Of Destination (Major Cities/ Office of Mail Exchange)*

    Estimated Delivery Time**
    For Major Cities
    (Working Days)

    Ordinary Mail - Air

    Ordinary Mail - Surface

    Australia (Sydney, Melbourne, Perth)

    4 - 6

    5 - 7 weeks

    Brunei Darussalam (Bandar Seri Begawan)

    4 - 6

    N.A.

    Canada (Vancouver)

    6 - 9

    6 - 8 weeks

    China, People's Republic of (Beijing, Guangzhou, Shanghai)

    6 - 8

    5 - 7 weeks

    France (Paris)

    5 - 7

    8 - 15 weeks

    Germany (Frankfurt)

    5 - 7

    5 - 8 weeks

    Hong Kong (Hong Kong)

    3 - 5

    3 - 4 weeks

    India (Chennai, Mumbai, Kolkata)

    5 - 8

    4 - 6 weeks

    Indonesia (Jakarta, Batam)

    5 - 8

    4 - 6 weeks

    Italy (Rome)

    7 - 9

    8 - 15 weeks

    Japan (Tokyo, Osaka)

    3 - 5

    3 - 5 weeks

    Malaysia (Johor Bahru, Kuala Lumpur, Kuching, Kota Kinabalu)

    4 - 6

    N.A.

    Netherlands (Amsterdam)

    4 - 6

    5 - 8 weeks

    New Zealand (Auckland)

    4 - 6

    5 - 8 weeks

    Philippines (Manila)

    6 - 8

    3 - 5 weeks

    South Africa (Johannesburg)

    5 - 7

    7 - 15 weeks

    Sweden (Stockholm)

    4 - 6

    8 - 15 weeks

    Switzerland (Zurich)

    4 - 6

    6 - 10 weeks

    Taiwan (Taipei)

    4 - 6

    3 - 7 weeks

    Thailand (Bangkok)

    4 - 6

    3 - 4 weeks

    United Arab Emirates (Dubai)

    5 - 8

    6 - 14 weeks

    United Kingdom (London)

    4 - 6

    6 - 10 weeks

    United States of America (San Francisco, New York, Honolulu)

    6 - 8

    6 - 10 weeks

    Vietnam (Ho Chi Minh)

    5 - 8

    5 - 8 weeks

    Other Destinations in Asia and Territories in the Pacific

    5 - 10

    6 - 10 weeks

    Other Destinations in the Middle East, Africa, Europe and Americas

    6 - 12

    9 - 17 weeks


    Notes:

    * Major cities/ Office of Mail Exchange may differ for registered, air and surface mail services.
    ** Delivery times are only estimates and may/ may not be the actual delivery standard experienced.
    ** Any delay at the destination countries is beyond the control of Singapore Post.
    ** Estimated delivery time applies only to the major cities/ office of mail exchange. Please allow more time for destinations beyond that.
    ** Packets, envelopes with enclosures, documents, etc are subjected to customs inspection and clearance.
    ** For festive postings to the above major cities, it is advisable to add another 10 working days for airmail and 20 working days for surface mail to the above estimated delivery time.
    ** Registered Mail requires an additional 2 days as it is a recorded delivery service.




    If your queries are not answered above, please send us an email. You can do this by clicking on the "Contact Us" link on the left hand column.
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