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FAQ

// GENERAL

All CUT/SEW patterns are made, processed, and shipped by people; No part of our process is automated and our items all ship from our studio in Orlando, Florida. Our products are hand-inspected before going out for accuracy and we do our very best to make sure that we're only sending you the best possible product. All items have a 3-5 business day processing time before they're shipped, and if we're out of town for a convention our processing time can be up to 12 days. (There will be an announcement at the top of the website with updated shipping times if this is the case)

With that said, please remember: we’re a small team and we're human. We do our very best to make sure that we're sending out products that are of the highest quality, but very rarely small errors will occur. If there are absolutely any issues with the product you receive, please don't hesitate to get in touch with us at contact@heycutsew.com and we'll do our very best to resolve your issue as quickly as possible.

 

// COVID-19 Related Delays

// Q. I'm an international customer and I ordered an item in March/April/May. The tracking number indicates it's still in Miami, Florida - why hasn't it arrived yet?
There have been severe shipping delays due to the economic shut downs in the United States, particularly to packages headed out of the country. 
Stalling of a package in the "Miami Distribution Center" means that your item is currently held up in outbound customs and is awaiting the go ahead to proceed to its final destination. We have been informed there is a major backlog of packages held up in customs due to the shut down of the customs office during the COVID-19 lockdown, and this process may take many weeks. USPS has issued a force majeure and no longer has any way to estimate delivery dates, particularly to foreign countries.

Additionally, some countries are no longer accepting incoming packages during the COVID-19 crisis. Packages to those countries are being held at customs until the government allows the flow of incoming foreign mail to resume. You can check international service alerts for your country right here.

 

// Q. I'm an international customer and my package has been stalled in customs. Am I able to cancel my order?

Unfortunately no, we are not able to cancel or refund orders once they have been shipped.

 

// Q. I'm a domestic customer and my item is listed as in "pre-shipment" for more than 48 hours. What's going on?

Due to ongoing budget cuts with the US Postal Service, pickup times are currently limited to business hours Monday through Friday and in our experience even those hours have been inconsistent. Orders placed after 9 am on Friday are not able to be shipped until Monday due to weekend closures, and some mid-week shipment pickups have been cancelled by the USPS. For quicker shipment on time sensitive packages, we recommend choosing Fedex or UPS shipment options at checkout.

For a comprehensive look at what's currently happening with the American postal service, we recommend this article.

 

// Shipping

// Q. How long does it take for my item to ship?
All of our items have a 3-5 business day standard processing time before they ship. Shipping times depend on the service chosen at checkout, but vary between 3-5 business days for domestic and up to 14 days for international shipping. Please note: our studio is closed most weekends and generally these days are not included in our standard processing time.

 

// Q. Do you accept returns or exchanges?
If we made a mistake with your order, email us at contact@heycutsew.com and we'll be happy to arrange an exchange at no-cost to you.

If you made a mistake when placing your order, want to process a return, or just want to exchange the item for something else, we're happy to help you with that! Email us and we'll arrange a refund or exchange. Please be aware: returns will need to be in the same condition that they were sent to you in and you may be expected to cover the cost of return shipping. We will only issue a refund for the cost of the item; we will not issue refunds for shipping or customs fees.

Please note: sale or discounted items are not eligible for return or exchange. 


// Q. My item was sent back "return to sender". Will you re-ship it?
For items returned automatically by the postal service, you may pay to have it re-shipped or we will refund you the cost of the item minus shipping at your discretion.

// Q. My item didn't get here when I expected it to. Will you issue a shipping refund?
No. We cannot guarantee any delivery dates by our carriers and will not issue refunds if an item arrives later than originally expected. Please be sure to allow yourself at least 7 business days for shipping and handling time when making a purchase. Please note, since we print all of our patterns to order we do require a 3-5 business day processing time prior to shipping.

 

// Q. I'm an international customer. Do your shipping charges include customs fees and duties?

Various customs fees (taxes, duties, processing fees, brokerages fees, etc.) may be charged upon delivery and required to obtain your order. We do not figure these duties into your shipping charges and will not refund fees, shipping, or the cost of your order should you choose not to pay customs fees.

We have no way of estimating duties to your region. Please contact your local customs office for further information.

 

// Q. My tracking number lists my item as delivered but I haven't received it. What do I do?
Please contact the postal service before contacting us. Often times they have it in their possession and can re-deliver, or advise on where the item was delivered. If you live in an apartment complex or student housing, please contact your front office as well to ensure it isn't in their possession. If you've reached out to the post office and they can't locate it, then feel free to email us.

 

// Q. The tracking number on my item hasn't updated in a while and my item hasn't been delivered. Is my item lost?
For domestic orders, if the tracking number hasn't updated in 7-10 days it is most likely lost in the post. For international orders, i
f the tracking number lists the item as at "Miami Distribution Center" for longer than 30 days it has probably been lost while trying to clear through customs. In either case, we can reship the item to you at no cost or offer you a full refund at your discretion. Please send us an email to notify us of the issue.

NOTE: During the coronavirus pandemic there are significant delivery disruptions and shipping delays, particularly to international customers. Please check this page from the US Postal Service to track current international delivery disruptions.

 

// Sizing

// Q. What sizes do your patterns fit?
Our sizing currently varies style by style, with older patterns fitting up to a US dress size 16 (18 when let all the way out using the included seam allowance) and new patterns fitting up to a US dress size 20 (up to a 22 when let all the way out using the included seam allowance). You can find the size chart for each style right here.
 

Please note that most of our patterns run large to allow for a wider range of body types, and patterns in our unisex catalog in particular have wider shoulders and account for a broader torso. All of our patterns include adjustment instructions on how to take in or let out the fit if you may need to do so.

 

// Q. Do your patterns include seam allowance?
Yes. Older patterns include a maximum 1/2" of seam allowance, and new patterns include a maximum 1" of seam allowance. You can find more information on which patterns have which size seam allowance on our sizing page.


// Q. Can your patterns be sized down for dolls?
Unfortunately no, nor do we have any plans to make doll-sized patterns in the future.

// Q. Do you offer kids sizes?
Our pattern size Small is able to fit a kids 12-14, but we do not currently offer children’s sizes lower than that.

// Q. Will you be making more plus-sized patterns anytime soon?
Yes! We're actively working on adapting our full pattern catalogue for our new plus size chart, starting with our most popular patterns first. 
This will take time as we're a small team, so please follow us on Instagram for updates.

 

// Our Patterns

// Q. There are no paper instructions in the package. Where are the sewing instructions located?
All of our pattern instructions are digital and can be found by following the URL on the back of the tag below the yardage chart, or on the first page of the paper pattern itself.

 

// Q. Help! I'm having trouble following your pattern!
We're happy to help! Email us with the pattern you're working on, your issue, and any photos of the garment you may have. We'll get back to you ASAP with recommendations and customized help for your specific needs.


// Q. I want to use your pattern to make a specific outfit. Can you advise me on how to do so?
We can't walk you through the entire process step-by-step, but we're more than happy to give you recommendations and guidance on how to turn our patterns into a specific outfit or costume you'd like to make. Shoot us an email with photos of what you're looking to create and we'll do our best to help out!

 

// Q. What width of fabric should I buy?
All of our pattern yardages are calculated for 44" inch wide fabric (including interfacing measurements).

 

// Q. Do you accept commissions for specific sewing patterns?

No. We will only create custom sewing patterns for wholesale orders, which have a minimum piece order and are charged at a set labor rate. We do not accept any form of commissions for single patterns.

 

// Miscellaneous

// Q. Will you sponsor me as a social media ambassador?
We do not currently accept individual solicits for social media ambassadors or sponsorships. Instead, we do have an open call for our Rep Program every season which is a contest for ambassadors where we select five to ten Reps for the quarter who make and promote projects using our patterns. Follow us on Instagram and turn on post alerts for more info on when the next Rep Program will start.


// Q. I want to work for you guys! Are you hiring/looking for interns?
We're always looking for new members of our convention pop up shop staff! All current job openings are posted here. Please note: we are not looking for any positions beyond what is listed on our job opening page. Resumes or inquiries for other positions will not be accepted.

 

// Q. How do I know which conventions you're attending?
You can find our updated convention schedule right here!

 

// Q. Will you ever offer all of your patterns digitally?
As of right now, no. The reason we only offer select patterns digitally is because we try to make our patterns as beginner-friendly and easy to follow as possible, and taping together the entire pattern as a first step is time consuming and often confusing for beginners. Although we probably won't re-release our entire line digitally, we will be releasing more digital-only accessory patterns in the future.

 

// Q. I want to see you at a particular convention. How can I suggest it?
Due to travel costs we're not always able to attend small conventions, but we're always open to suggestions! The best way to get us to a particular convention is to contact that con's vendor coordinator and let them know you want to see us there. You can do so by emailing the convention directly, letting them know you want us to attend, and including a link to our website. Please keep in mind - we schedule all of our conventions a full calendar year out, so we may not be able to get to a convention near you immediately.

 

// Q. Can I make something with your patterns that I intend to sell?
All of our patterns are intended for non-commercial purposes only and are not to be used for manufacture, resale, or any other commercial activities. Sale of any items made from our patterns must receive prior written consent from us in order to avoid legal action.

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