Casa Cenina Helpdesk

On this page you will find answers to the most frequently asked questions: choose a topic from the menu.

Getting started

Registration

Why register

You do not need to register to buy: when you order we only ask for the details needed for shipping. Registering, however, saves you time on future orders and is free, with no obligation to buy. Your data is always protected in accordance with the law (details here).

With an account you can manage your Wishlist, follow your orders, join the Guest Club or collect Conta le Case bricks (if you are a long-standing customer and still have this service active).

To register, click on My Account, at the top right.

The product page

What you find on the product page

At the top: title, product code and manufacturer (click it to see all their items), the price — including the one reserved for Conta le Case members — the quantity you want and the button to add it to the cart.

Below: description, any related products and, for charts and embroidery kits, the list of materials needed. For fabrics, instead of the quantity you will find the cut size: if you need a different cut, write it in the "Order comments".

Always check the availability: Available means ready in our warehouse; "limited quantity" shows the maximum you can buy; if it is not available, you will see the restocking time and can leave your e-mail to be notified. If you would rather think about it, save it to your Wishlist together with the opinions of those who have already bought it.

The words *** TEMPORARILY UNAVAILABLE *** mean that we are not sure when it will be restocked: in this case the product can only be saved to your Wishlist with an e-mail alert.

Searching

How to find a product

You can browse the categories from the drop-down menu at the top left, or use the keyword search, always available on every page: it finds all products whose name, code, author or manufacturer contains the words you entered. If there are too many results, try fewer words.

Alternatively, use the Search by Topic or, for books, search directly by ISBN. If you know a product’s EAN you can use it too, because the vast majority of our products have this information.

Cart & Wishlist

Cart

Add products from their page. On the cart page you can change quantities (remember to click "Update") or remove them, choose the payment and shipping methods, then proceed with the order: personal details and shipping address, any "Order comments", and finally confirmation. The site is secure for your card details too. You will immediately receive a summary e-mail.

Wishlist

To use it you must be registered and signed in. It is where you save what you like while browsing, including unavailable products: when they are back in stock you receive an e-mail alert, with no obligation to buy.

I forgot my password

Forgotten password

Click here and enter the e-mail you registered with: we will immediately send you a temporary password, which you can change in your Account. If something does not work, write to us.

Managing your account

Managing your account

When you are signed in, the bar at the top right shows "Hello, your name": click on My Account to access:
• Personal details: addresses, e-mail, password, payment details
• My Orders: order history, Shipping and Delivery for tracking, Digital Download for the patterns you bought
• Conta le Case: bricks collected, discount level reached and the date by which to keep it
• Gift Voucher: buy, send or redeem a gift voucher (always keep the voucher number!)
• Notification e-mails: newsletter and product availability alerts
• Guest Club: links, statistics and commissions of your affiliate programme

Product requests and catalogues

Hard-to-find products and catalogues

Can’t find a product? Write to us with as many details as possible (title, author, publisher, code, picture): we will look for it for you.

We do not print paper catalogues, because the site is updated every day, but you can download and print many categories as PDF from the PDF Catalogues© page.

Payments & Discounts

Accepted payment methods

Accepted payment methods

• Stripe: credit and debit cards (Visa, Mastercard, American Express, Cartes Bancaires...), Apple Pay, Google Pay, Link, MobilePay, Revolut Pay, Bancontact, BLIK, iDEAL | Wero, Przelewy24, Klarna and others: the methods available depend on your country and are shown in the payment form
• PayPal©
• Amazon Pay
• Bank transfer
• Cash on delivery: €3.50 surcharge, only for shipments to Italy and without Digital Delivery products

Which is the cheapest method?
Only cash on delivery adds a fixed cost. With a card you are charged only when we ship. With a bank transfer we ship once the payment has arrived: if it has not arrived after 15 days we send you a reminder, and with neither payment nor reply we cancel the order after 30 days. All the details are in the Terms of sale.

Security and credit cards

The service is provided by Stripe©

We do not keep your card details in any way, except for a unique code provided by Stripe© that allows us to charge the card at a later time (usually when we ship).

Our server uses SSL encryption to protect all the data you send, including payment information. Transactions are certified: when you enter sensitive data you will see the padlock in your browser. If a certificate pop-up does not open, check your browser’s pop-up blocker.

Why do you ask for the CVV/CVV2?
It is the 3-4 digit security code printed on the card, known only to whoever physically holds it: it makes the transaction more secure.

Casa Cenina Club

Gift Vouchers & Coupons

Buying a Gift Voucher

You buy it like any other product, from Buy a Gift Voucher in your account, paying with one of the accepted methods. Its value is added to your personal balance, which you can use for your purchases.

Sending it as a gift
From "Send a Gift Voucher" enter the recipient’s name and e-mail, the amount and a message.

Redeeming a voucher you received
Follow the link in the e-mail you received or go to "Redeem Gift Voucher" (you need to be registered).

The funds are automatically deducted from the order total and can be combined with other promotions in progress.

Gift Voucher or Coupon?
A Coupon, on the other hand, is a code to enter in the dedicated box on the cart payment page: remember to press "Use Coupon", not "Confirm".

Special promotions

Discounts and promotions

Promotions are always announced on the home page and in the newsletter (if you are subscribed), with clear validity terms: discounts are not retroactive and apply only to orders placed during the stated period.

Discounts and vouchers offered through toolbars or pop-ups on the site are managed by third parties randomly and independently of Casa Cenina: they are valid only in the session in which they appear and cannot be recovered later.

Each discount is always applied "net" of the others (it is not added to an offer already active on a product) and does not apply to gift vouchers or Digital Delivery patterns, unless the individual promotion states otherwise.

Shipping & Delivery

Shipping methods

Shipping methods

In the cart you will always find the services available for your destination:
• Standard (Cheapest Way): the most economical;
• Express (Fastest Way): the quickest;
• Fermopoint BRT: you collect the parcel from a BRT point near you (Italy only).
We mainly use BRT, Poste Italiane, DHL and FedEx, depending on the destination and the service chosen.

Shipping costs

How much does shipping cost?

The cost depends on the service chosen, the destination and the order amount; for shipments outside Europe the weight also counts. Below you will find the full table and a calculator for your specific case.

You see the exact cost once you have entered the destination: in the cart if you are signed in, otherwise during checkout. From €65.00 upwards, Standard shipping is free for most destinations, with rare exceptions for particularly bulky products, which are always clearly indicated.

Two shipments instead of one: if some products are not immediately available, in the cart you can choose to split the order: you receive the available products straight away and the rest with a second shipment. Each shipment follows the normal conditions (cost and free-shipping threshold) and you see the updated cost in the cart before confirming. If you do not choose this option we ship everything together when the order is complete.

Select a country and insert an import to get the real cost of shipment

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Shipping times

Shipping times

They depend on product availability and the service chosen. With Express shipping, if the goods are available, we ship within the first working day and delivery usually takes 2 days (except in remote areas). With Standard shipping delivery usually takes up to 5 working days from dispatch.

If some products need time to be restocked, you can choose in the cart to split the order into two shipments (see "How much does shipping cost?").

Express shipments always have priority.

Orders & Returns

How to place an order

How to place an order

The easiest way is directly on the site, but we also accept orders by e-mail (products, address, payment method and a phone number), by fax on +39 0575 033115 or by phone on +39 0575 421407.

For fax and phone orders, please give us the product code: it is the number in square brackets after the hash sign, e.g. for "Aida 55, White [STOSTA253424-15100 #26396]" the code is 26396.

Can I buy in person? Our premises are a warehouse, not a shop: by appointment we try to help you, or come and see us at our events such as the Festa del Ricamo or the Sabato a Casa Cenina.

Order status & tracking

Following your order

Check the status in the My Orders box of your Account, or follow the automatic e-mails we send you at every status change:
Pending order received • Processing being handled • Waiting for Payment waiting for bank transfer/PayPal • Waiting Bank Authorization card details need to be re-entered • Authorization received payment authorised • Waiting for Stock waiting for restocking • In Preparation ready soon • Shipped with tracking code • In Delivery delivery attempted • Delivered at Destination • Back returned to sender • Deleted cancelled.

For detailed tracking: Shipping and Delivery.

Changing or cancelling an order

Changing or cancelling an order

Write to us by e-mail or call us (+39 0575 421407): we will take care of it.

You can also add products to an order that is not yet In Preparation: send a new order from the site, writing in the comments that it should be merged with the current one. We will adjust the shipping costs and merge the two orders.

Returns, withdrawal and guarantee

Wrong or faulty product

If you receive a wrong, damaged or faulty product, contact us by e-mail or phone (+39 0575 421407) with your order number and, if possible, a photo: we replace it or refund you, at no cost to you. For bulky or heavy products we agree together on the most convenient solution. All the details are on the Legal guarantee page.

Changed your mind? The right of withdrawal

You have 14 days from receiving the products to withdraw from the purchase without giving any reason: just write to us at [email protected] (you can use the withdrawal form, but it is not mandatory). You then have another 14 days to send the products back; return costs are borne by you.
We refund everything you paid, including standard delivery costs, within 14 days, using the same payment method or, if you prefer, as store credit.
Digital content, such as Digital Delivery patterns, is excluded. You will find all the rules in the Terms of sale.

Support & Policies

Contacting us

How to contact us

The quickest way is the contact form ("Contact us" at the top right): make sure you enter the correct e-mail for our reply. Alternatively write to [email protected].

We reply in Italian, English, French and Spanish — always real people, never automatic translators.

Privacy and cookies

Privacy and cookies

In our Privacy notice we explain what data we collect, why, who we entrust it to and how you can exercise your rights (access, correction, erasure, objection to marketing). For any request write to [email protected].

In the Cookie policy you will find the list of cookies and can change your preferences at any time.

Our commitment

Our commitment to you

• We work to always have products in stock, and availability is always shown on the product page and in the cart.
• Every order is processed within one working day of receipt.
• If you order by 11:00 with Express shipping, you often receive the parcel the next day (in Italy, with few exceptions); otherwise usually within 5 working days.
• If some products are not immediately available, you can choose in the cart to receive the ready ones straight away and the rest with a second shipment, under the normal shipping conditions.
• We charge your card only when we ship.
• We reply to e-mail requests within 24 hours (often within a few hours) on working days, in Italian, English, French and Spanish — always real people.

The Casa Cenina community

Casa Cenina has sharing spaces open to all members, with full mutual respect.

The Forum, reachable from the box at the bottom right, is divided into 6 thematic sections: search the discussions or start a new one with "New Topic". You need to sign in to post; you can set a nickname in your account so as not to show your e-mail.

You can also share photos of your creations in "I Lavori di...": upload an image (max 500x500px, 100kb), add a title and description. After a quick check, we publish it.

The blog publishes three new posts a week (Monday, Wednesday, Friday) on products, techniques and promotions: you can comment on every article.

Guest Club

Guest Club: earn with Casa Cenina

If you have a website or a blog, or take part in forums, recommend our products with a link and earn discounts or commissions on every purchase you generate.

How it works: whoever clicks your link receives a cookie valid for 15 days; every order placed in that period (even for different products) earns you the commission. You can check everything in real time in the Guest Club section of your account: visits, orders, balance and withdrawals.

Requirements: a website or web space where you can publish our banners, without illegal or offensive content. Cost: zero, it is free.

To join, accept the terms here (if you are not signed in, you will first be redirected to the login page): you will immediately receive an e-mail with the link to your control panel and the HTML code to insert.

Casa Cenina in your language

Casa Cenina in 4 languages

• Italian: www.casacenina.it
• English: www.casacenina.com
• French: www.casacenina.fr
• Spanish: www.casacenina.es

Change language using the flags at the top left: as well as the site, automatic communications (order confirmations, notifications) also arrive in the language you chose. Translations are done by people, not automatic translators: write to us at [email protected] for any request.