Below are the most frequently asked questions which we have answered. Please check here before you get in contact with us, as you may find we have already answered your question. Just select a category below and then click on a question to view the answer.
ABOUT THE COLLECTION
How much will each issue cost?
Issue 1 comes at the special price of 99p.
Issue 2 comes at the special price of £1.99.
Issue 3 onwards is priced at £2.99 per issue.
How many issues are there in the collection?
There are 90 issues planned currently in the collection.
How often will the collection be published?
Issue 1 will be on sale on 28/12/2016 and issue 2 on 11/01/2017. Thereafter, magazines will be published every week on a Wednesday.
How can I get copies if I live outside the UK or Republic of Ireland?
We are sorry, but at the moment we cannot send copies outside the UK and R.O.I.
Are the issues available digitally?
We're sorry, but issues will not be available digitally.
BUYING SINGLE ISSUES
Where is my nearest stockist?
You can pick up your copy from all good newsagents, convenience stores, and W H Smiths. Issues will be also available from Hachette Partwork shop.
How can I get back issues?
You can order back issues via the Hachette Partworks shop, or alternatively you can contact our Customer Service Team using one of the methods on our Contact Page. Please note that it can take up to 28 days to deliver your back issues from receiving your request.
How long will it take for my delivery to arrive?
Please allow 28 days from your order confirmation for your issues to be delivered.
I can't find issues in the shops – what should I do?
You can ask your newsagent to place a regular order for you so you can pick up your issues from them, or alternatively you can subscribe here and receive issues straight to your door. If you start your subscription from issues 1, 2, 3 or 4 you'll also receive free gifts.
SUBSCRIBING TO THE COLLECTION
How do I subscribe?
You can subscribe in one of 3 ways; online on this website (click here to get in the subscription page), by telephone on 0333 300 1045 (UK) 0333 300 1046 (ROI) and by post by filling in a subscription form which can be found in issues 1, 2 and 3 of the collection.
What are the subscription gifts and when will I receive them?
If you subscribed from issues 2, 3 or 4, you will receive your FREE issue, FREE Thread cutter and FREE Thread storage box with your first delivery.
You will receive your FREE Stylish wooden frame with your third delivery. If you subscribed online you will also receive your FREE luxury cross stitch hoop kit.
You will receive your FREE Craft lamp with your fourth delivery.
Please note, some gifts may be dispatched separately from the issues.
Can I get the free subscription gifts without subscribing?
No, sorry, but if you’d like to subscribe you can do so via our Subscription page. Please note that gifts are part of a special offer only available to people who start their subscription with issues 1, 2, 3, or 4.
What are the Payment methods available?
Direct Debit, Visa, MasterCard or via invoice if you take your subscription over the phone or using one of the subscription forms inserted in issues 1, 2 and 3 of the collection.
When will payments for my subscription be taken?
Payments are only taken once your order has been dispatched. Payments are taken every 4 weeks, and the date will depend upon when you take out your subscription.
Have you received my subscription request - I have not had confirmation?
If you have subscribed online, you will receive a confirmation email within 24 hours of placing your order. Please check your spam folder as it may have been sent there. If you subscribe via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your subscription number and details of your subscription. If you do not receive this email or letter, please contact our Customer Service Team using one of the methods on the Contact page, since there may have been a problem receiving your order, or an error with the email address or postal address used on your order form.
What should I do if I receive an invoice for an issue I have already paid for or returned?
If you have paid for your issues or returned them within the last 7 days, please ignore the new invoice. If you have any other problems, please contact our Customer Service Team Paying promptly will guarantee that you receive your issues at the right time and that we don’t send you reminders.
What are you delivery methods?
All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts, magazine binders, or storage boxes may be too large to fit through letter boxes. If Royal Mail has attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it.
REPLACEMENTS, RETURNS AND CANCELLATION
What should I do if I received the wrong issue(s)?
We will replace all of your issues with the correct copies. In order for us to arrange for a replacement, please send back the wrong issue(s) and contact our Customer Service Team using one of the methods on our Contact page. If you email the team, please include your name and subscription number in the subject line.
What should I do if I receive a damaged issue?
We are sorry to hear that. We will replace any damaged issue FREE of charge. Just send back your damaged issue and contact our Customer Service Team using one of the methods on the Contact page. It may be also a good idea to mention the problem to Royal Mail.
I have not received all my issues or gifts, how can you help?
We are sorry to hear that. If you have recently subscribed please allow up to 28 days for the delivery of your first parcel. Our Customer Services Team can resolve this for you, please just get in touch using one of the methods on the Contact page. If you email the team, please include your name and subscription number in the subject line.
How do I return something?
If you are not satisfied with a dispatch, you have the right to return it within 14 (fourteen) days from the day you received it. To exercise this right, simply inform us of your decision by email, telephone, or by sending us the withdrawal form available here. You may send us back the dispatch, at your own cost, without giving any reason and without any penalty. Of course, you will not have to pay for this dispatch. As soon as we have registered the return of the dispatch, your debt will be cancelled. The dispatch must be returned, sealed, with the invoice, where applicable, to the following address:
The Art of Cross Stitch
PO Box 77
Please include your subscription number with your parcel. A parcel kept more than 14 calendar days means acceptance and the invoice should be paid promptly.
How do I cancel my subscription?
You can cancel at any time giving 28 days’ notice - please contact our Customer Service Team using one of the methods on the Contact page. If you contact the team by writing, please include your name and subscription number.
MANAGING MY SUBSCRIPTION AND UPDATING MY DETAILS
Can I check my subscription status online?
Yes, you can now access your subscriber account online on www.hachettepartworks.com. You will need to register to access your collections and this will only take a few moments. You will be able to see the following information.
Check to see which issues and free gifts have been sent to you and when.
Check what you have paid for and see if there is any outstanding amount.
Add new subscriptions to your account.
Keep track of your orders.
Update your contact details.
What if I move house?
We will update your details accordingly. Please get in touch with our Customer Services Team to let them know your new address.
What if my card is expired/my payment details changed? How can I update my details securely?
Please give us a call on 0333 300 1045 UK and 0333 300 1046 (ROI) and make sure that don’t share any of your payment/card information by email.
Can I change the payment date of my subscription?
Unfortunately we cannot change a payment date as credit card/debit card payers are all submitted at once.
I cannot access some of the website pages. What can I do?
It may be a temporary problem, so please click Refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please get in touch with our Customer Services Team using one of the methods on the Contact page.
Why can't I get through on the telephone number given?
We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Service Team or send a message via Facebook.