Customer Help

  1. Common questions
  2. How to buy
  3. Shipping methods
  4. Payment methods
  5. Return and disclaimer
  6. PDF patterns

1. Common questions

  1. We have no an offline store where you can go and choose a product, only an online store that works around the clock. Orders delivery is carried out from a warehouse located in the Omsk city.
  2. All products stock on the site are UP-TO-DATE ! You won't be able to purchase a product that is out of stock (very seldom there is a misstocking, so we will email or call you and clarify the issue of a replacement product or a refund).
  3. If after ordering, you decided to order something else (and your first order was not sent), you can place a second order, and write in the comments that it should be sent with order No. XXX. We'll combine them so you don't have to pay twice for shipping.
  4. All chemicals (glues, finishes etc) that can be frozen in the cold weatehr are shipped in thermal packaging ! There is NO additional charge for this. But in any case, we send only under the responsibility of the Customer and we do not accept claims for damage (freezing, leaking etc) of chemicals during the delivery process.

2. How to buy and place an order

  1. The buying process  in our online store is similar as buying in a supermarket: you choose the product and put it in the Cart by pressing the button with the basket icon  (or the text Cart), while you can choose the desired quantity and color (if it is provided for the product) .
  2. After that, go to the Cart (in the upper right corner of the screen) and click the Checkout button, then you go to the checkout page, where you ought to fill in your data for delivery, choose the most convenient payment and delivery methods. Also here you can edit the contents of your shopping cart: delete the products or change its quantity.
  3. After filling all the data and choosing the methods: delivery and payment, you need to click the Confirm Order button, having checked the "... Read and Agree to the User Agreement" checkbox.
  4. Further, if you selected any of the automatic Payment methods (Bank's card, PayPal, Robokassa, etc.), you will be redirected to the appropriate page of the payment system for paying. After that, return to the page of our site and see the message that your order is placed.
  5. After placing the order, you will receive an email with your order information and payment instructions (if this is not an automatic payment through the payment systems). If you do not receive this email, check please the Spam folder (Junked emails).
  6. Further, in the processing your order, you will receive notifications by mail about changing its status: after payment, the status will be changed to Paid, after sending the order, the status will change to Sent and the tracking number will be provided in the comments to track your shipment.
  7. If you need to purchase a product as a Company, you also should place an order using our website, select "Payment by bank account for Companies" as a payment method and indicate the INN (tax number) and the Name of the company in the comment to the order. After placing your order, you will get email with invoiced for payment.

3. Shipping methods

  1. We ship orders all over the world, but only to those countries to which sending by Russian Post or CDEK is possible. In order to find out the cost of delivery, add the products you need to the cart, go to it, where there will be a section "Calculate delivery", which will show the possible methods and cost of each of them.
  2. We will ship your order within 1-2 business days (except weekends and holidays) after payment received.
  3. To find out the cost and delivery time, add the products you need to the basket and click the Checkout button. Next, on the checkout page, specify your Region and City, you will be automatically calculated and displayed possible delivery methods. You are not obligated to pay or place an order.
  4. Delivery time and Shipping cost (including packaging) is calculated automatically when placing an order and have to be paid with order (To calculate the cost and look delivery time you need to select the Region and specify the City). In the case of delivery out of the Russian Federation, we are not responsible for paying taxes, customs and other fees, if any, arise from the Customer when ordering from our online store. The following sending methods are available:
    • Russian Post (pochta.ru) - within Russia and around the world
    • CDEK (cdek.ru) - across Russia and the CIS countries (If you don't see this method check please spelling of City filed. It has contain only City name, without any extra chars)
    • Pickup from our warehouse - only for customers from the Omsk and Novosibirsk regions (after placing the order, call to agree on the time of meeting)
  5. After sending, you will receive a notification to the email with a number to track your shipment (specify when registering a real and working email). Also in your Account -> Order list section, there will be a button with the truck icon, clicking on which you will be redirected to the Logistic company website, to track the shipment.
  6. We do not send orders by Cash on delivery, only after full payment. Exception: payment in cash, when pickup for residents of the Omsk and Novosibirsk regions.
  7. Within dimensions of 20 x 20 x 30 cm and weight up to 3 kg - CDEK suggest the same prices for any weights (this is the answer to the question: why the delivery of 100 grams costs the same as 1 kg).
  8. Please note: even if you have a contract with CDEK logisitc company, the shipment is made on our invoices, and not on the ones you created.
  9. We DO NOT send by the CDEK "Parcel" service (it is not intended for sending from companies, only from phisical person).
  10. If your order is returned, for reasons beyond our control, it will be resent at the expense of the buyer or only the cost of the goods will be refunded, minus the shipping cost already paid.
  11. Timely track your shipment by the track number, since if the storage time of the shipment is exceeded, it will be sent back to us, which entails double costs from you: for return delivery and reshipment of the order again. If, within 1 (one) month after the return of your order, you will not claimed, we reserve the right to dissolve it and further sell it to cover the costs of returning.
  12. Please note: in case of loss of a parcel, the term for searching for it at postal services is at least 1 month for domestic parcels (for international parcels at least 3 months) from the date of filing an application for search. This is a force majeure event and we will not refund compensation for lost items as orders are shipped by third parties. The monetary compensation that will be assigned to you from postal services in case of loss (it can be either lower or higher than the cost of the order, in accordance with the provisions of the Universal Postal Convention 2016 in Istanbul) will be fully transferred by us to you.

4. Payment

  1. Payment for products purchased in our store is possible in different ways. In automatic mode, you can pay using Bank's card (via Sberbank acquiring) or PayPal.
  2. Products purchased by Customers are sent or become available for download after 100% prepayment (except for free-of-charge patterns, which are available for download immediately after placing the order).
  3. The following payment methods are available:
    • Direct Transfer to Sberbank card (Payment instructions are sent to your email immediately after placing the order, if not received, check the Spam folder)
    • Direct Transfer to Kaspi card. For customers from Kazakhstan and other countires. (Payment instructions are sent to your email immediately after placing the order, if not received, check the Spam folder)
    • Bank cards of any russian banks: Visa, Mastercard, MIR, JSB (via Yookassa acquiring)
  4. Please note that payment is not via automatic systems (for example: Direct payment to the Sberbank card) is posted manually, during business hours, and therefore the status of your order changes to Paid, not instantly.
  5. When paying with bank cards (through acquiring of Sberbank), for payment (entering your card details), you will be redirected to the payment gateway of PJSC SBERBANK. The connection with the payment gateway and the transfer of information is carried out in a secure mode using the SSL encryption protocol. If your bank supports the technology of secure online payments Verified By Visa, MasterCard SecureCode, MIR Accept, J-Secure, you may also need to enter a special password to make a payment. This site supports 256-bit encryption. The confidentiality of the reported personal information is ensured by PJSC SBERBANK. The entered information will not be provided to third parties, except in cases provided for by the legislation of the Russian Federation. Payments by bank cards are carried out in strict accordance with the requirements of the payment systems MIR, Visa Int., MasterCard Europe Sprl, JCB.

5. Return and disclaimer

  1. The return of products of good quality is carried out within 7 (seven) days after receiving it by the Customer. The product should not be in use, its packaging, all labels, tags, etc. should be preserved and not damaged. The costs of receiving, shipping and returning the goods are paid by the Customer and are non-refundable. The funds are returned within 10 (ten) days after receipt of the products by the Store. (Article 26.1 of the Russian OZPP Law)
  2. The consumer does not have the right to refuse a product of proper quality, having individually defined properties, if the specified product can be used exclusively by the consumer who purchases it.
  3. Please pay attention, when purchasing products that due to the difference in electronic devices have a meaningful color for the Customer (paint, threads, accessories, etc.) may look different on the screen than in reality. Also, some products may have differences in shades, sizes, appearance, depending on the production parts. We do not independently make any changes to the goods and offer them for sale in the form in which it comes from the manufacturer or supplier, therefore we do not take responsibility for this and the Customer himself decides to purchase such goods, being considered notified of this before purchase.

6. Electronic patterns

  1. Downloadable products (pdf files with patterns, etc.) - does not require delivery and are available for download right after payment finished under Download section of your Account.
  2. Free patterns, doesn't require payment and become available for download immediately after order placed.
  3. How to download electronic patterns and print them correctly, you can read in this article: How to use patterns