Frequently Asked Questions

  • How many issues are there in the collection?

    The collection launched with 4 samplers which will be complete in 90 issues. Due to popular demand, the collection will now continue to 250 issues, allowing you to stitch a fifth Frozen-themed sampler, a sixth Winnie the Pooh-themed sampler, a seventh Villains-themed sampler, an eighth Pixar-themed sampler, a ninth The Lion King-themed sampler and a tenth Disney Duos-themed sampler!

    How often is the collection published?

    Weekly.

    How much does each issue cost?

    Issue 1 comes at the special price of £0.99 (€1.50), premium subscribers will pay £1.99 (€3.00).
    Issue 2 comes at the special price of £2.50 (€2.99), premium subscribers will pay £3.50 (€4.49).
    Issues 3-124 are priced at £3.99 (€4.99), premium subscribers will pay £4.99 (€6.49).
    Issue 125 onwards is priced at £4.50, premium subscribers will pay £5.50.

    Please note, the collection ends at issue 115 in ROI.

  • How do I subscribe?

    You can subscribe in one of 3 ways; online, by telephone on 0345 155 6384 and by post by filling in a subscription form which can be found in issue 1 of the collection.

    What payment methods are available?

    Direct Debit, Visa, Mastercard or via invoice.

    Have you received my subscription request - I have not had confirmation?

    If you have subscribed online, you will receive a confirmation email followed by your welcome letter, both will be sent within 24 hours of placing your order. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form. 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 order reference number and details of your subscription. If you haven't received a welcome letter after 10 days, then please contact our Customer Service Team. If you email the team, please include your name in the subject line.

    When will I receive my superb free gifts?

    Gifts are reserved for those starting their subscription with issues 1, 2, 3 or 4.

    With your 1st delivery, you will receive 2 issues (1 FREE) and your FREE Cross Stitch Starter Kit.
    With your 3rd delivery, you will receive your FREE Binder and Dividers.
    With your 5th delivery, you will receive your FREE Tote Bag.
    With your 7th delivery, you will receive your FREE Printed Sewing Fabrics.

    Please note, some gifts may be dispatched separately from the issues.

    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 Service 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. 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.

    Will I receive a binder during the collection?

    If you subscribe from issues 1, 2, 3 or 4, you will receive your FREE binder with dividers in your 3rd despatch. If you subscribe from issue 5, 6 or 7, you will receive your first binder with issue 7 at the price of £8.99 (€10.99).

    Subsequent binders will be sent to all subscribers with issues 31, 55, 79, 103, 127, 151, 175, 199 and 223 at the price of £8.99 (€10.99) per binder.

    All binders will be automatically sent as part of your subscription unless you opt our beforehand.

    What are your delivery methods?

    All our dispatches are sent by Royal Mail. Some parcels that we send out which include free gifts 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.

  • How does the premium subscription work?

    The premium subscription is an exclusive offer giving you the opportunity to receive additional gifts throughout the collection by paying only £1 extra per issue. That means as a premium subscriber you get all the benefits of a regular subscription, plus you’ll receive 15 premium cross stitch kits! You can begin a premium subscription by subscribing here and selecting the premium subscription option. If you have already begun your subscription but wish to upgrade to a premium subscription, you can do so before you reach issue 5. In order to upgrade, please contact our Customer Service Team.

    When will I receive my premium subscription gifts?

    You will receive your premium cross stitch kits with issues 13, 29, 45, 61, 77, 93, 109, 125, 141, 157, 173, 189, 205, 235 and 243.

    What are the premium subscription gifts?

    As a premium subscriber, you will receive 15 exclusively designed Disney cross stitch kits throughout your collection, featuring these magical characters:

    • Dumbo
    • Ariel
    • The Aristocats
    • Pongo and Pepper
    • Miss Bunny
    • Minnie Mouse
    • Tinker Bell
    • Anna and Olaf
    • Mowgli and Baloo
    • Woody and Buzz
    • Toy Story Alien
    • Bambi
    • The Disney Princesses
    • Moana
    • Lightning McQueen

    When I start my premium subscription, what issue will I start paying the additional £1 from?

    You will start paying the extra £1 from your starting issue. The free issue you're entitled to as a subscriber will of course remain free. If you start your subscription at a later issue you just have to pay an additional £1 per issue for the issues you have missed. Please note that you can only upgrade to a premium subscription up until issue 5.

    I want to cancel the premium side of my subscription and continue to receive the issues at the regular price. Can I get a refund for the premium payments that I have already paid?

    Please contact our Customer Service Team if you want to cancel the premium side of your subscription.

    • If you have not yet received your first set, you will be entitled to a refund.
    • If you have received your first set and then decide to cancel before you receive the second premium set, you will only receive a refund on the issues you have paid the extra £1 on since the first premium set.
    • If you have received your second premium set and then decide to cancel before you receive your third premium set, you will only receive a refund on the issues you have paid the extra £1 on since the second premium set. The same principle applies for all premium sets.

    If I cancel my subscription am I able to pay the remaining premium payment to receive the additional items?

    No, premium items are only available if your subscription is still running.

  • How do I cancel my subscription?

    You can cancel at any time giving 28 days' notice - please contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference.

    How do I return an issue?

    If you subscribe and decide for whatever reason not to keep a received issue, you must send it back unopened within 14 days following the receipt of your despatch to the following address:

    Disney Cross Stitch
    Staci Swift Park
    Old Leicester Road
    Rugby
    CV21 1DZ

    Please include your subscription number with your parcel. A parcel kept more than 14 days means acceptance and the invoice should be paid promptly.

    How can I get back issues?

    To order back copies, please contact our Customer Service Team by one of the methods stated in the Contact section. Please note that it can take up to 28 days to deliver your back copies from receiving your request.

    Why have I received the wrong issue/s?

    We will replace all your issues with the correct copies. In order for us to arrange for a replacement, please contact our Customer Service Team via phone or email. If you email the team, please include your name and subscription reference in the subject line.

    I cannot find copies in the shops – what do I do?

    You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you or just contact our Customer Service Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!

    What should I do if I receive a damaged issue?

    We replace any damaged issue free of charge. Just send us back your damaged issue and contact our Customer Service Team. It might be also a good idea to mention the problem to Royal Mail.

  • Can I use a cross stitch hoop when I make my samplers?

    We don’t give a hoop because we advise not using one for a sampler of this size. It can mark the aida and, once the sampler is under way, distort some of the stitched characters (in that the edges of a hoop can crush some stitching while new stitching is being done). Our expert cross stitcher, who stitched this sampler for us, advises holding the aida in one hand while stitching the characters. The order of stitching has been organised to make this as easy and practical as possible.

    However, if you only like to stitch using a hoop, please do so but be mindful of damaging your aida. This can be avoided by removing the sampler from the hoop after every session and rolling gently to store and being very careful, as the sampler progresses, with how the hoop is positioned over already stitched characters.

    What if I only want to make the first four, five, six, seven, eight or nine samplers?

    The first four samplers will still be complete at issue 90. If you do not wish to continue with the fifth Frozen-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 87-90.

    The fifth sampler will still be complete at issue 115. If you do not wish to continue with the sixth Winnie the Pooh-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 115-118. Please note you will be able to return issues 116-118, unopened, for a refund if you are not carrying on with the sixth sampler.

    The sixth sampler will still be complete at issue 140. If you do not wish to continue with the seventh Villains-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 139-142. Please note you will be able to return issues 141 and 142, unopened, for a refund if you are not carrying on with the seventh sampler.

    The seventh sampler will still be complete at issue 165. If you do not wish to continue with the eighth Pixar-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 163-166. Please note you will be able to return issue 166, unopened, for a refund if you do not wish to continue with the eighth sampler.

    The eighth sampler will still be complete at issue 190. If you do not wish to continue with the ninth The Lion King-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 187-190.

    The ninth sampler will still be complete at issue 190. If you do not wish to continue with the ninth The Lion King-themed sampler, please contact the Customer Service Team to cancel as soon as you have received your final package containing issues 219-222.

    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 at disneystitch@hachette-service.com

    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.