Policies and FAQs
Renewals and Early Access
Renewals occur on the 10th of the month.
- If you skip the shipment prior to a special edition box going on sale, you will not receive early access to the special edition box.
Returns and Replacements
We do not accept returns unless a product was sent incorrectly or is damaged (i.e. we fulfilled the wrong item) from the single item purchase section. Whole boxes may not be returned.
Refunds will only be given if:
An item was left out of an order and the customer would like to cancel the item.
An item is out of stock and the customer prefers a refund to a replacement
A partial refund may be considered if an item is damaged, but not unusable. This will be determined by The Black Needle Society.
Cancellations of orders will only be permitted if:
An order was placed twice by mistake, and we are contacted within 24 hours by the customer.
An item can not be fulfilled
An order is unfilled for more than 30 days after other boxes have shipped
If a cancellation is requested that is not due to the error of The Black Needle Society, Cancellations will result in a 94% refund. We incur charges to third party payment providers for 6% of your transaction that are non-refundable.
I loved that box! Do you have any more available? We do purchase additional stock of many of our items in the Retreat In A Boxes in order to be able to ship a replacement item. After we believe all boxes have been received and replacements are delivered, we will list any additional stock on our website. We are not guaranteed to have extra items or full boxes. This is why we encourage you to pre-order the box when it is listed. We base our order quantities on the number of pre-orders received.
I loved this item! Can I buy one? We do purchase additional stock of many of our items in the Retreat In A Boxes in order to be able to ship a replacement item. After we believe all boxes have been received and replacements are delivered, we will list any additional stock on our website. The cost of the individual item will be equal to the retail value, not the discounted deal value our subscribers/ customers who pre-order receive. We are not guaranteed to have extra items or full boxes. This is why we encourage you to pre-order the box when it is listed. We base our order quantities on the number of pre-orders received.
Will you be releasing the pattern from this Retreat In A Box? All Frogwarts patterns will be made available as an add on or for individual purchase when the next year’s box goes on sale. Other patterns included in the boxes designed by The Black Needle Society will be released 3-6 months after a box is shipped. Patterns created by other designers will be listed when overstock items from the box are listed as well.
I didn’t get my first choice of an item (i.e. linen, aida, etc.). I want a refund. I’m so sorry you did not receive your first choice. However, unless it was guaranteed you would receive your first choice, we cannot issue you a refund. The box was purchased outside of knowledge of the item being sent, and must be treated like any other item in the box that may not be to your personal tastes. We hope that you can sell or giveaway the item if you cannot make any use of it yourself.
I found an error on my pattern. Thank you so much for bringing this to our attention! We will edit the pattern if we intend to re-print, and you will be credited with the error fix on our website. If the error is drastic enough not to allow you to finish stitching the piece, Katie will work with you one on one to determine a resolution.
Why is shipping so much? Shipping is determined by USPS. We receive discounted postage through Shopify and Pirateship.com, and we pass those savings on to our customers. We have done extensive research on ways to save our customers money when it comes to postage. We do include a $1 supplies charge on every order which includes the shipping label, tape, and additional packing materials.
I keep being charged customs fees. Can you change the declaration information? We cannot edit a customs declaration form via Shopify. Also falsifying information on a customs form is illegal and can result in a hefty fine and/or jail time. We hope you appreciate we are not willing to risk our livelihoods and our freedom for this purpose.
I didn’t receive the item advertised in a vendor reveal! Unless specified in a reveal, items depicted in the photograph will not appear in your box. They are merely representations of the work done by the business/individual in the past.
I cannot access my account. Help! (Password Problems) Contact us. We will have to contact Shopify’s customer service to have the account/password reset.
How can I become a rep for you/work with you to promote products? Thank you for your interest in working with us! At this time, we are not actively seeking product representatives. However, we will keep your information on file should that change, and review our compatibility with your content at that time. We will reach out to you if we have further questions or interest in sending you a product.
Can you provide me with a discount code? We do not have a discount code at this time. If that changes, we will make an announcement on our Instagram page, @theblackneedlesociety. Our social media reps on Instagram and FlossTube have discount codes which you may utilize on a box to box subscription.
Our policy lasts 30 days. If 30 days have gone by since the date of your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer without consent. This will not guarantee you a refund.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will issued back to your credit card or original method of payment. We are not responsible for loss of funds due to loss of your original payment method / use of a Visa gift card, or other applicable 3rd party gift card used.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: The Black Needle Society, 6405 North Flora Ave, Gladstone MO 64118, United States.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a one time gift code will be sent to you to apply at checkout. You are responsible for additional shipping costs.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: The Black Needle Society, 6405 North Flora Ave, Gladstone MO 64118, United States
You will be responsible for paying for your own shipping costs for returning your item if The Black Needle Society is not at fault for the reason for return. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
PayPal and Claims
If you are granted a refund by The Black Needle Society, we will manually issue it via Shopify. Attempts to subvert our authority as owners of this shop by opening a claim via PayPal or a Chargeback via your financial institution will result in your removal from the ability to purchase items or goods via The Black Needle Society or any Love You More Studio entity in the future. By creating a claim, we believe you have no interest in working with us in the future in a trustworthy manor. We must protect the future of our livelihood."
The cost to ship your package will be determined by Shopify at checkout. Rates are based on and calculated by USPS unless another carrier is selected. There is an additional $1 charged per order to cover shipping materials used.
The Black Needle Society is a small part-time business. We aim to ship single item purchase packages within 5-7 business days. This may vary due to unforeseen circumstances, such as health, life events, or acts of God (i.e. weather, etc.). If you need your order by a certain date, it is your responsibility to contact the Black Needle Society to notify us of your deadline, and we will do our best to communicate with you about accommodating your timeline. Retreat In A Boxes purchased are shipped according to the item’s listing information. Check our social media for shipping updates, instagram.com/theblackneedlesociety
At this time, we only offer USPS shipping services. If you would like to use a different carrier, please email us at email@example.com and we will work with you one on one to possibly create a custom shipment.
Shipping Zones are determined by Shopify and USPS. We do not limit where our goods are sent. We are not responsible if the goods ordered are seized by your country's offices for not being permitted. Please research your country's import laws before placing an order.
Your country's customs offices can hold packages for an indeterminable amount of time. The Black Needle Society is not responsible for late packages or missing packages if it is determined they are being held by customs. All customs fees are to be covered by the customer. The Black Needle Society legally cannot compensate anyone for additional fees paid to customs.
Incorrect Addresses / Returned Packages
The Black Needle Society is not responsible for packages shipped to incorrect addresses if provided that way by the customer. The customer may choose to reship the order to a corrected address at their own expense. If the customer chooses to cancel the order and The Black Needle Society approves the cancelation, the customer will receive the amount paid for the order, less the original shipping costs.
Change Of Address
If you move or need to change the address of a pre-paid box (such as a special edition box, or subscription box) you must email BNSocietyHelp@gmail.com prior to the 1st of the shipping month. Changing your address on your account will not update existing orders, and must be done manually by a member of the Black Needle Society team. BNS is not responsible for packages shipped without notice of a change of address prior to the creation of a shipping label. If the package is returned, you may choose to repay the shipping fee to have it reshipped. If you choose to not repay the shipping fee, you instead forfeit the box and/or order, and no refund will be issued.
If a package is marked "In Transit"
- U.S. customers, please allow up to 12 business days after shipping to contact The Black Needle Society. We will work with USPS to track down the shipment to find the status. If necessary and we are able, we will replace items in your order and reship at no additional cost.
- International customers, please allow up to 24 business days after shipping to contact The Black Needle Society. We will work with USPS to track down the shipment to find the status. If necessary and we are able, we will replace items in your order and reship, however the cost to reship will fall on the customer. If the customer chooses to cancel the order and The Black Needle Society approves the cancelation, the customer will receive the amount paid for the order, less the original shipping costs.
If package is marked "Delivered
- The Black Needle Society is not responsible for any package marked as "delivered" We are more than happy to help you contact USPS to track down your missing package, and it is up to TBNS's discretion to reship. If we choose to reship your items, you will be responsible for additional shipping.
Reporting a Missing Item or Box, or Damaged Item
Contact BNSocietyHelp@gmail.com as soon as you can when you find an item is missing or damaged. U.S. customers should report a missing item or box, or damaged item, no later than 21 days after shipping to alert BNS of a potential issue. After 21 days, BNS is not responsible for a replacement or refund if we have not received any previous notification. International customers should report missing or damaged items within 5 days of receiving their box, or forfeit the right to replacement or refund. For advent style boxes, both international and U.S. customers must report a damaged item within 5 days of the original “open” date of the gift.
*Repeated abuse of these policies will result in The Black Needle Society's use of owner's discretion and policies will not be honored if fraud is suspected.