Frequently Asked Questions

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Orders

We accept credit card payments (you can use debit cards that are visa/mastercards). We also accept Afterpay and layby with Partial.ly

To cancel an order, please contact us immediately via email at jake@lifewithbess.com – unfortunately, we are unable to accept cancellations for products that have already been shipped.

Your order number will be in your confirmation email sent to you after purchase. If you don’t receive a confirmation email please check your junk/spam folders and then contact us if it’s not there. 

Alternatively, if you have an account you can see your orders under the orders menu once you log in. 

When your order has shipped you will receive an email with tracking details. If you don’t receive this email please check your junk/spam folders and then contact us if it’s not there. 

Alternatively, if you have an account you can see your order status under the order once you log in. Find your order and click ‘view’ and any tracking details will be there. 

Sorry, we currently don’t have capacity to take on custom orders. 

If an item is listed as a ‘pre-order’ item that means it isn’t currently in stock and ready to ship. The item will ship after the date listed on the product listing. 

Pre-orders are usually used to gauge interest in an item or specific colours and then we know how many to make available. 

Your order confirmation email will have links to the digital files to download. These are also shown in your account under the ‘downloads’ tab. These links don’t expire. 

Shipping

We ship to most countries. The best way to check is to add something to your cart and go through to the shipping part. For more information please see the Delivery & Returns page. 

We ship your package in environmentally friendly packaging that is designed to protect it from the elements. 

Some countries may impose import taxes on products. These are to be paid for by the customer are not included in any of our shipping costs. 

We will combine shipping if notified as soon as possible. You’ll need to be quick as we post each day. 

Shipping varies based on the location it is being sent to and how busy the postage network is. You can get an estimate at the Australia Post website here. Please keep in mind these are only approximate timeframes. 

We ship from Warner, 4500 QLD, Australia.

Orders placed before 3pm Mon-Fri AEST on in-stock items will be dispatched the next business day. Orders placed over the weekend or on public holidays will be shipped on the next business day.

No, sorry, we don’t offer local pickup.

Product care and use

Please contact us if you believe your product has a fault. 

No, our products are sold for personal use only and all rights are owned by Life with Bess. You may not reproduce, reuse or give the designs to anyone. 

Returns & Exchanges

For more information please see the Delivery & Returns page. 

We do not accept exchanges on items. If you believe your item has a fault please contact us.

VIP & My Account

VIP access gives you early-access shopping for product releases such as our ever popular stands release. 

How it works:

  • we password protect our new releases on the night of the launch
  • we then email you with a link and a password that allows our VIPs private access to the store one full hour before the rest of the public!

It’s really easy to become a VIP. Just sign up to our “don’t miss out” mailing list. It’s completely free and you can unsubscribe at any time. 

You can sign up here. 

Please double check you have the right link and password. If we find out it’s not working we will update everyone with a new one or let you know when it’s fixed. Keep an eye on our social media and emails. 

To change your personal details log into your account and click ‘account details’ or ‘addresses’ depending on what you are updating. 

If you don’t remember your password please use the forgot password link. 

Thread Club

Thread club is a subscription-based service where we curate a palette of DMC threads and send to them to you every month. You can choose from the below sign up options: 

  • monthly (auto-renew)
  • yearly (auto-renew)
  • yearly (once off)

To find out more head to the thread club shop listing

Go to the shop listing for thread club and choose a membership option. 

You can change your address in your online account. But to play it safe, please also send an email to jake@lifewithbess.com so we can make sure we have double checked it before sending if there is a thread club due to be sent soon, as we often pre-print addresses. 

To change payment details select ‘payment methods’ in your online account. 

Yes! We are based in Australia and primarily use Australia Post. If you are outside of Australia, current customers are receiving their thread club packages within 3-6 weeks from the start of the new month. This means that you may find yourself a month behind, but rest assured … it will come … it’s just in transit.

Unfortunately no. We made the decision to keep postage as affordable as possible as it is a monthly subscription. This means that we are sending Thread Club as a ‘light letter’ and unfortunately Australia Post do not offer tracking for this category of mail.

We decided to synchronise thread club payments to be on the same day each month for all thread club members. The date your payment should come out is the 16th of every month. 

We will attempt payment in the early hours of the 16th of the month (eg 3am or 4am, Brisbane time). If this fails, we will automatically attempt 12 hours later. Failing this we try 24 hours later and again 24 hours after that. These are the auto-retries. That said, you are always able to jump into your account and process the payment from your end. If it has failed after the auto-retries, we will contact you by email to check whether you would still like to receive the current month’s thread club. 

Unfortunately no. AfterPay has made it clear in their policies that we are not able to accept AfterPay for subscription services. If you have other items in your cart and you want to pay with AfterPay for those items, we recommend creating two carts (one with the AfterPay items and one for Thread Club) and this should process without issue.

What we love about Thread Club is that it is a no lock in program. Of course, we love it when you auto renew to the next month as it helps to build out your collection of DMC threads, however if you want to pause or cancel your subscription you are free to do so. If you cancel after money has come out, we do not have a process for refunding this … meaning you will receive the final thread club the coming month. If you cancel before the 16th, then payment shouldn’t come out.

Pattern Club

The perfect way to get your creative juices flowing and learn embroidery with something new each month. At the start of each month you’ll receive a brand new digital pattern as a PDF Download. Each month will be a new design, beginner friendly, inspired by nature, botanicals and other whimsical designs. 

Pattern club works on the basis that you receive the current months pattern and are charged for it the day you sign up. After that you are charged on the 1st day of each month for that months pattern. 

For example: If you sign up on the 30th of the month (e.g. 30th June) you will be charged for the June pattern and receive it right away. You will also then be charged the next day on the 1st of the month (1st July) for the July pattern.

Each month you will receive a new digital pattern to print and inspire your creativity. Each pattern has the dmc colour guide, stitch directions and lots of tips and tricks. You are also invited to join the exclusive Pattern Club FB group where you can vote on upcoming patterns and more!  

Please note: There is no physical product in this subscription. Everything you receive is digital. 

Because Pattern Club is a virtual product we have a 3 month lock in period just because you are getting such a good deal.  This means you won’t be able to pause or cancel your subscription until after this period. If you cancel after money has come out, we do not have a process for refunding this as you would have received the digital file. After this 3 month period, if you cancel before the 1st of the month the payment shouldn’t come out. 

About us

We ship from Warner in North Brisbane, QLD Australia.

We are so thrilled that you are interested in stocking our products. Please get in contact with us and we can go from there. 

You can find out more about us here.

Embroidery questions

I like to stitch on natural fibres. Calico is my go-to recommendation for beginners because it’s cheap and easy to sew on. I also like to use cotton and linen or experiment with different fabrics, but most of the time it’s natural fibres. 

It’s just a personal preference. It’s the way I put my hoop in when I trace my pattern from my iPad using the Frixon pen. It’s easier to grip and finish the backing. At the end I flip it over when I remove the pen lines. 

I use a Pilot Heat Frixion pen because that allows me to dissolve the ink later using an iron or hair straightener. I like to do ‘light box method’ using my iPad. I have the design pdf open on the iPad and I use an app called ‘Trace Table’ that locks my screen so that it doesn’t move and allows me to trace my design onto the fabric. 

If you want to learn more about different transfer methods check out this episode of our Podcast, Stitching & Co. 

Afterpay

For AfterPay questions please see the AfterPay FAQ page.

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