Contact & Policies
Everything in one place: how to reach me, and the policies that apply when you buy a pattern.
Contact me
I am a one-woman studio in Canberra, so messages come straight to me. I usually reply within two business days. If you are writing about an order, please include your order number so I can find it quickly.
Refunds and returns
Last updated 24 October 2026
Most of what I sell is a digital embroidery pattern that you download and keep. Some items — threads and kits — are physical and posted to you. The two work differently, so they are covered separately below.
Nothing in this policy limits your rights under the Australian Consumer Law. If something I sell is faulty, is not as described, or does not do what I said it would, you are entitled to a repair, replacement or refund whatever else is written here.
Digital patterns
Patterns are PDF files, delivered by a download link emailed to you as soon as your payment clears. Because a downloaded file cannot be returned, I do not offer refunds for a change of mind once a pattern has been downloaded.
I will put it right if:
- the file is corrupted or will not open
- you received the wrong pattern
- the pattern is materially different from what the listing described
- you were charged twice for the same pattern
If your pattern has not arrived, check your junk or spam folder first, then send me a message using the contact form and I will send it to you directly. It is never any trouble to re-send.
Threads, kits and other physical items
If you change your mind. You may return an unused item in its original packaging within 30 days of receiving it. Please email me first so I know to expect it. Return postage is at your cost, and I would recommend a tracked service, as I cannot refund an item that never arrives. Once it reaches me and I have checked it, I will refund what you paid for the item. The original postage is not refunded.
If it arrives faulty or damaged. Email me within 30 days with a photograph and I will replace it or refund it in full.
If it does not arrive at all. International post can be slow, particularly around Christmas. If your parcel has not reached you within 30 days of dispatch, get in touch and we will sort it out between us.
How refunds are paid
Refunds are returned through PayPal to the payment method you used. Once I process one it usually appears within three to five business days, though your bank may take a little longer.
Sale items and free patterns
Items bought at a discount are refunded at the price you actually paid. Free patterns are not refundable, for obvious reasons, but if one will not download then email me and I will help.
Privacy
Last updated 24 October 2026
This policy explains what personal information Bronwyn Hayes Embroidery collects when you visit this website or buy from this shop, what it is used for, and the choices you have.
Bronwyn Hayes Embroidery is a sole trader business based in Canberra, in the Australian Capital Territory.
What I collect, and why
When you place an order. Your name, email address and billing address, and for physical items your delivery address. I need these to take payment, send your patterns, post your parcel and keep the records the Australian Taxation Office requires.
When you pay. Payments are handled by PayPal, which accepts both PayPal balances and credit and debit cards. Your card number never reaches this website and I never see it. PayPal returns only a confirmation that payment succeeded, the amount and a transaction reference. What PayPal does with your details is covered by their own privacy policy.
When you create an account. An email address and a password. You are welcome to check out as a guest instead. If you do have an account, your past orders and pattern downloads live there.
When you join my newsletter. Your email address and first name, held in Mailchimp. Every email includes an unsubscribe link, and unsubscribing takes effect immediately.
When you leave a review. The name and email address you enter, and your IP address, which helps filter spam. Your name and your review appear publicly on the product page. Your email address and IP address do not. If you use the same email address at Gravatar, your Gravatar picture will appear beside your review.
When you are simply looking around. Which pages you visit, roughly where in the world you are, and which site sent you here. This is collected by Jetpack Stats and, if you arrive from Pinterest, by Pinterest’s conversion tag. I use it to see which patterns people are drawn to. I do not use it to build a profile of you by name.
Cookies
This site uses cookies to keep your shopping cart working, to keep you signed in if you have an account, and to remember you as you move between pages. Jetpack and Pinterest also set cookies for the statistics described above. You can block or delete cookies in your browser settings, though the cart will not work properly without them.
Who else sees your information
- PayPal — to process your payment
- Mailchimp — if you have subscribed to my newsletter
- Flywheel — the company that hosts this website and stores its database
- Automattic — through Jetpack, for site statistics and spam filtering
- Pinterest — if you reach the shop from Pinterest
- Australia Post or a courier — your delivery address, when a physical item is posted to you
I do not sell your personal information, and I never will.
Where your information is held
This website is hosted by Flywheel. Mailchimp, Automattic and Pinterest are United States companies, so if you are in Australia, the United Kingdom or the European Union, your information is transferred overseas when you use those parts of the site.
How long I keep it
Order records are kept indefinitely. Australian tax law requires business records to be held for at least five years, and customers often ask me to re-send a pattern they bought long ago. Newsletter subscribers are kept until they unsubscribe. You may ask me to delete anything that is not needed for tax records.
Your rights
You can ask for a copy of what I hold about you, ask me to correct it, ask me to delete it, or ask me to stop sending you marketing. Email me and I will respond within 30 days.
If you are in the United Kingdom or the European Union, the GDPR gives you these rights formally, including the right to complain to your national data protection authority. In Australia, complaints can be made to the Office of the Australian Information Commissioner.
Children
This shop is intended for adults. I do not knowingly collect information from children under 16.
Changes to this policy
If this policy changes, the new version will appear on this page with an updated date at the top.
If you have a question or a complaint about anything in this policy, or you want to see, correct or delete the information I hold about you, please get in touch using the contact form and I will come back to you.