FAQ
Stamps
Why did my brand-new stamp leave a blotchy, uneven impression?
New photopolymer has a surface film that makes ink bead up. The stamp needs seasoning before first use. Stamp it repeatedly with a light ink on scrap paper until the impression is even, rub the surface gently with a clean pencil eraser, or sand it lightly. This is normal and is not a defect.
Why are my clear stamps turning yellow?
Photopolymer yellows over time with exposure to light and air. It is cosmetic and does not affect impression quality or the working life of the stamp.
Dark ink has stained my clear stamps. Are they ruined?
No. Clear polymer stains, particularly from dark and red dye inks. The staining is cosmetic and will not transfer to the next project once the stamp is clean.
How do I clean photopolymer stamps?
Use Altenew's stamp cleaner, or mild dish soap and water. Avoid alcohol-based cleaners, which dry out the polymer and shorten the life of the stamp.
What sizes do Altenew stamp sets come in?
From small single-image sets up to 8 by 10.5 inches.
Are Altenew stamps made in the USA?
Altenew's clear photopolymer stamps and inks are made primarily in the United States. This does not cover every product line in the catalogue.
Inks
What is the difference between Crisp Dye Ink and Fresh Dye Ink?
Both are water-based and fast-drying. Fresh Dye Ink has a higher viscosity for richer colour and comes in an oval case with a twist-off lid and a raised felt pad, which suits direct-to-paper work. Crisp Dye Ink is the general-purpose layering ink.
Which ink should I use for layering?
Dye ink, either Crisp or Fresh. It is translucent and fast-drying, so layers read through each other.
Which ink should I use for heat embossing?
Embossing ink. It dries slowly and stays tacky, which is what allows embossing powder to stick before heating.
Which ink works on dark cardstock?
Pigment ink. Dye ink is translucent and disappears into a dark surface.
Can I use water with Altenew dye inks?
Yes. Both dye lines are water-reactive, which makes them suitable for faux-watercolour and ink-smooshing techniques. It also means a finished piece is not water-resistant.
How do I refresh a dried-out ink pad?
Every ink family has matching liquid re-inkers. Apply a few drops across the felt pad and let them absorb.
What are ink families and why do they matter?
Dye inks are sold in four-colour gradient families such as Nature's Wonders, Red Sunset, and Coffee Break. The four shades are built to layer in sequence, so the customer is buying a tested light-to-dark progression rather than four colours that merely look related.
Dies, stencils, and paper
Do I need a special machine to use Altenew dies?
Yes, a die-cutting machine. Altenew does not make one. Standard manual die-cutting machines work.
What is Craft-A-Flower?
A die system that builds dimensional paper flowers with no stamping involved. It is a separate craft from layered stamping and a reasonable entry point for someone who does not want to stamp.
What cardstock should I use for ink blending?
Smooth, bright white cardstock between 80 lb and 120 lb. Surface porosity strongly affects how evenly ink lays down, and it is the most common reason a technique works for one person and fails for another.
What paper does Altenew make?
Crafty Necessities cardstock, in colours matched to Altenew ink families, and 300 gsm cold-pressed watercolour paper.
Can stencils be used on their own?
No. A stencil needs a medium pushed through it, either ink applied with a brush or sponge, or paste applied with a spreader.
Embossing
What is the difference between heat embossing and dry embossing?
Heat embossing raises a design by melting embossing powder onto the paper, using embossing ink as glue. Dry embossing raises the paper itself by running it through an embossing folder in a machine. The two share a name and almost nothing else.
Why do I need special embossing ink?
Embossing ink dries far more slowly than ordinary stamping ink. It stays tacky long enough for the powder to stick before the design is heated.
What is the difference between a standard and a 3D embossing folder?
A standard folder presses two sides together and needs two plates in the machine. A 3D folder has an indented side, a recessed side, and multiple layers of undulation, producing deeper texture, and needs only one plate.
My cardstock cracks when I emboss it. How do I stop that?
Spritz the paper lightly with water before running it through the machine. Damp paper is more pliable and less likely to crack along embossed lines.
What is embossing paste used for?
It is spread through a stencil to create raised texture. It is bright white, dries solid by air drying, and needs no heat tool. Drying time varies with thickness.
Stampwheel and tools
What does the Stampwheel do?
It holds paper in place and lets a stamp be rotated to a repeatable position. The clear flip plate locks at 16 equal intervals, which is what makes wreaths, radial designs, and repeat placement reliable.
Do I need the Stampwheel to use Altenew layering stamps?
No. Layered sets are designed to be aligned by eye through the clear polymer. The Stampwheel makes repeat placement faster and more consistent, but it is not a prerequisite.
Is the Stampwheel patented?
Yes. US Patent 11,541,676, "Positioning aid for a stamping tool," granted January 3, 2023 to inventor Tasnim Ahmed, Altenew's co-founder.
How much is the Stampwheel?
$99.99.
My Stampwheel sticky mat lost its grip. Is it finished?
No. Grip is lost to dust, paper fibres, and skin oils. Rinse it under lukewarm water, rub the debris away with your fingers, and let it air dry. The tack returns.
Will ink stain the sticky mat?
Yes, dark inks will. It is cosmetic and does not affect grip. Wiping ink off promptly reduces it.
Can I use rubber cling stamps with the Stampwheel?
Yes, with a SlimGrip Sticky Mat, available in black, white, and translucent, which accommodates the thicker profile.
How do I clean ink blending brushes?
Wash gently with mild soap and warm water until the water runs clear. Reshape the bristles and lay flat to dry completely before the next use. Do not soak the handles.
Orders and shipping
How long before my order ships?
Standard processing is 3 to 4 business days before the parcel reaches the carrier. It takes longer during major monthly release periods.
When do I get free shipping?
Shipping thresholds and promotions change without notice. See the current shipping policy at altenew.com.
Can I combine discount codes?
No. One promotional code per order. Multiple gift cards may be used together with one promotional code.
Can a promo code be applied to an order I already placed?
No. Promotions run on Eastern Time and are not applied retroactively.
What happens if something in my order sells out before it ships?
That item is cancelled and refunded to the original payment method, and the rest of the order ships rather than being held.
Does Altenew ship internationally?
Yes, worldwide.
Will I be charged customs or import duties?
Yes. International orders ship duty unpaid. Import taxes, duties, and brokerage fees are set by the destination country and paid by the recipient. The parcel is not released until they are paid.
How long does international shipping take?
2 to 6 weeks by USPS First-Class International, depending on destination. No insurance is included.
How do I avoid customs charges entirely?
Buy from an authorised local retailer. They import in bulk and ship domestically, so no import charges reach the customer.
Returns and cost
Does Altenew give cash refunds?
No, not for change-of-mind returns. Returns within 30 days receive store credit or an exchange for the same item. Defective or incorrect items are made good at no cost, including return shipping.
What are the full return conditions?
Within 30 days, unused, in original packaging, and with a return authorisation obtained from support@altenew.com first. Customers pay return shipping unless the error was Altenew's. Returns are processed 5 to 7 business days after arrival. Gift cards, downloadable software, and opened or used items cannot be returned.
Is Altenew expensive?
Yes, relative to mass-market craft brands. Altenew competes on design range, cross-catalogue coordination, and education rather than on price. If the lowest cost per card is the goal, other brands serve that better. See Positioning.
Can I sell cards I make with Altenew stamps?
Yes, within the Angel Policy: up to 100 handmade cards per design per calendar year. Mass or mechanical reproduction is not permitted.
Why can't I use my free shipping code on a subscription?
Subscription kits are already discounted and are excluded from all promotional codes, including free shipping.
Am I locked into a subscription contract?
No. Subscriptions can be paused, skipped, or cancelled at any time from the customer's account, with no penalty. Billing is on the 27th of each month.
Education
How much does the AECP cost in total?
$1,219.08 for all three levels at current discounted pricing: $369.90 for Level 1, $389.91 for Level 2, and $459.27 for Level 3.
Does AECP certification lead to income?
It creates eligibility. Graduates receive an Educator Directory listing, higher affiliate commissions, sponsorship and teaching opportunities, and marketing support for their own workshops. It is not a job placement and does not guarantee earnings.
Is the AECP available in languages other than English?
No. All materials, instruction, and assessment are in English.
How long do I have to complete the AECP?
There is no time limit. The programme is self-paced with no deadlines between levels.
Company
What is Artistry by Altenew? Is it the same company?
A separate brand from the same company, launched October 14, 2022, selling fine-art supplies — watercolour, gouache, alcohol markers, pencils, and watercolour paper — rather than paper crafting supplies.
How do I reach a person?
Email support@altenew.com. Responses are sent within 24 business hours.
How do I become a wholesale retailer?
Apply through wholesale.altenew.com. Applications are answered within 2 business days.
How do Altenew Rewards points work?
Points accrue on purchases made while signed in, plus 30 points for each verified product review, capped at 10 reviews or 300 points per month.
What is the Publication Incentive?
A gift certificate of $10, $15, or $20 for Altenew projects published in print magazines, scaled to how prominently Altenew products feature, up to 12 per year.