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FAQs

Chatelaine Patterns
If we have the pattern for a design, 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), visit the Chatelaine Designs website at http://chatelaine.de for availability and purchasing. 

Chatelaine Thread and Bead Packs
We provide a list of items in our thread and bead packs. These are assembled as closely as possible to the original materials list, however, many of Martina's designs are 20+ yrs old.  This means that some items are no longer available. In some cases, we'll include a substitution, but there are instances when we do not.  Please READ the description provided on each pattern page so you're not surprised by what is or is not included in your purchase.  We do NOT include DMC threads in any of our kits.

NPI Threads
NPI threads are a solid colored silk by Needlepoint Inc. Some stitchers prefer to use DMC conversions in their projects to make them more economical. If a pattern uses NPI but you do not purchase those threads, you'll need to source the DMC yourself. We do NOT include any DMC in our thread packs.

Availability
Please consider our thread packs as "special order" items.  This means that you can ask us to leave out threads and/or change quantities, etc, but it also means that it can take between 4-6 weeks for us to source materials. We think you'll be happy with the effort and detail that goes into assembling your package, but it does mean being patient while we wait for supplies to arrive. If, at any time, you'd like an update on the status of your order, simply send us an email.

Substitutions in Beads
The Chatelaine kits use quite a few beads and crystals. There are many times when a crystal goes out of production or otherwise becomes unavailable. Because of this, we often have to choose a substitute for the bead pack. We do our best to send crystals as close to Martina's original selections as possible.

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. We'll do our best to accommodate your request, however, at this time, we are NOT customizing bead packs. 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, and PayPal.

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