Frequently Asked Questions

Short on time? Get in touch! Contact Us and we’d love to assist! 🚀

General Information

Start here! All you need to know about shipping, discounts, and your rewards. ✨

Is it true that orders over $100 qualify for free worldwide shipping?

Is the tax amount included in the order total for free shipping?

Can I place an order without creating an account?

Can coupons, discount vouchers, and points be used together? How long are they valid?

Coupons, discount vouchers, and points can currently be used concurrently. Points are valid indefinitely, while coupons and discount vouchers are typically valid for 30 days and will not be reissued upon expiration.

Each coupon code obtained by a registered user is for personal use only and cannot be transferred to others. Promotional activities are exclusively available to registered users.

Coupon codes require activation to take effect. If not activated, the shopping cart will calculate the order based on the original price.

How do I activate and use a coupon code?

1. Activate at Checkout:
Click on the prompt at the top of the checkout page that says: “You have Hola Points earned choose your rewards Click Here” → In the pop-up window, navigate to the “MY HOLA REWARDS” section and select “Coupons” → Choose your desired coupon and click “Apply Coupon”.

2. Quick Shortcut Activation:
Click on the “My Rewards” tab located in the bottom-left corner of any page → Click on “My Hola Rewards” → Select “Coupons” → Choose your desired coupon and click “Apply”.

Can I change the shipping address after placing an order?

Can I request an invoice?

Do new customers get a discount?

Do you have a rewards points program?

Where can I find my coupons?

What payment methods do you accept? Can I pay in installments?

Delivery & Shipping

📦 Follow your order’s journey! Check supported countries, shipping rates, and tracking info. ✈️

Which countries/regions do you ship to?

We currently ship to: the United States, Canada, United Kingdom, Denmark, Norway, Sweden, Finland, Netherlands, Ireland, Belgium, France, Poland, Germany, Switzerland, Czech Republic, Slovakia, Hungary, Austria, Greece, Italy, Spain, Portugal, Slovenia, Croatia, Romania, Bulgaria, Cyprus, Brazil, Mexico, Peru, United Arab Emirates, Saudi Arabia, Qatar, Turkey, Japan, South Korea, Singapore, Thailand, Malaysia, Israel, Macao, Taiwan, Hong Kong, New Zealand, and Australia.

Which countries and regions are excluded from free shipping?

Why can’t I update my address? (Common for UK customers)

When will my order be shipped?

How long will it take to receive my order?

How is the shipping cost calculated?

How can I track my order?

Returns & Refunds

Our promise to you: clear info on returns, exchanges, and support for any issues. 🤲

Can I return or exchange my order?

What if some materials are missing from my kit?

What if my item has a quality issue?

If I return or exchange an order that had free shipping, who covers the shipping cost?

Who covers the return shipping cost?

For All Kit Types

Your universal guide: Find answers on kit differences, tool use, and how to personalize your project. 💝

I can’t understand the tutorial—how can I get help?

What’s the difference between different Punch Needle Kits styles?

What’s the difference between a Full Kit and a Refill Kit?

Common hoop materials include plastic, bamboo, silicone, and wood:

Full Kit: Includes all materials, tools, and the punch needle.
Refill Kit: Includes the hoop, pre-printed fabric, and yarn only.

If you already have the matching punch needle, a Refill Kit is enough. For multiple kits in the same series that use the same punch needle, you only need one Full Kit—choose Refill Kits for the rest. If you’ve purchased a matching punch needle before, the Refill Kit is also the more eco-friendly choice.

What kind of punch needle is included? Where can I see it?

Are the tools the same across different product collections?

How do I use the different tools in the kit?

What styles are available?

Does the kit include an instruction guide?

Why use blended yarn instead of 100% wool yarn?

How do I remove extra printed pattern lines from the fabric?

How do I fix mistakes?

Which styles are suitable for kids?

Can I order a personalized design?

Hoop Kits

Specially designed for craft beginners! The simplest and quickest way to start your punch needle journey. 🧶

Who should start with the Punch Needle Hoop Kits?

How long does it take to complete a Punch Needle Hoop Kit?

What’s the difference between embroidery hoops of different materials?

Common hoop materials include plastic, bamboo, silicone, and wood:

Wood: Good grip, smooth joints, comfortable to use, and can also serve as a display frame without deforming over time.

Plastic: Lowest friction, fabric slips easily.

Bamboo: Similar friction to wood, but joints may have splinters.

Silicone: Flexible and easy to secure fabric, but may discolor, harden, or break over time.

Wall Art Kits

Create instant wall art! Learn about our pre-stretched canvases and ready-to-hang frames for a gallery look. 🖼️

Do I need to assemble the wooden frame myself?

Can the finished piece be hung directly, or does it need extra framing?

How do I choose an outer frame for my finished piece?

Pillow Kits

Craft cozy, functional art! Your guide to skills, materials (cover included), and care for pillow kits. 🛋️

I’m a complete beginner. Can I handle this pillow kit?

Do I need to assemble the wooden frame myself?

Does the kit include the pillow insert, or just the pillow cover materials?

Can the finished pillow be machine washed? How should I clean and care for it?

How do I remove the embroidery from the frame?

How do I sew the embroidered piece to the backing fabric?

You can sew by hand or by machine:

Machine sewing: If you own a sewing machine and know how to use it, that’s perfect. If not, but you want a flawless finish, check out our handheld sewing machine in the Supplies section—it’s as easy to use as a stapler and makes sewing quick and fun.
Hand sewing: Use the edge stitch lock sewing gauge included in your kit for neat, even stitching.

Still have questions? We’d absolutely love to help! Feel free to contact us anytime! 😊