Contact
A real person reads these.
There is no ticket system and no chat bot. There are two of us, and one of us answers.
How to reach us
By email.
Write to support@fellowstitch.com. That is the address for everything: a question about a pattern, a bug, a billing problem, a feature you wish existed.
Something is broken
Tell us what you were doing and what happened instead. If you can, say which browser. A screenshot helps more than a description.
A pattern came out wrong
Send the .fsp file or the PDF if you still have it. We can usually tell from the file what went wrong, and it is the fastest route to a fix.
Billing, refunds, a charge you do not recognise
Write to us, but also see below. Payments go through Link, and some things only they can do.
A feature you want
Say it. We read every one.
What to expect
How long a reply takes.
Within 48 hours.
Payments
Who you actually bought from.
Subscriptions and credit packs are sold through Link, which is part of Stripe. That is why the charge on your statement says LINK.COM and your receipt comes from them rather than from us.
What Link can do
Show your purchase history, cancel or change a subscription, change your payment method and billing address, and issue a refund. Their support handles payment questions directly.
What only we can do
Anything about the product itself, your account here, your patterns, and any refund the law entitles you to regardless of policy.
If you are not sure which
Write to us. We will either fix it or tell you where to go, and we will not bounce you back and forth.
The full version of this, with the articles it comes from, is on the Terms page.
If we let you down
How to complain properly.
Start with us at support@fellowstitch.com. If that does not settle it, you have routes that do not depend on us agreeing with you.
A consumer body
The consumer organisation in the country where you live can take it up with us.
The courts
As a consumer you can always go to the courts where you live.
There is no longer an EU online dispute resolution platform. It was retired in July 2025.