Returns Policy


Subject to stock availability, we aim to dispatch your order within 48 working hours of confirmation. We endeavour to keep our stock updated, however, should your order be processed, and an item you have purchased be unavailable, we will notify you and offer a refund or an alternative subject to the product ordered.

Orders placed will only be shipped once payment has been received in full or has met the requirements of the payment plan chosen. Unfortunately, orders cannot be amended or cancelled once they have been placed. Should you wish to cancel your order after it has been dispatched, you must return your order with shipping at your own cost

Refunds & Returns

If you wish to return something from your order, email Customer Care team with your order number and reason of return. Once you have received a confirmation, please then send the return items  back to us within 21 days from the date of receipt.

To qualify for a refund, all items must be returned in their original condition, with all tags and packaging intact. Once you have started making your kit, we are unable to accept it as a return unless it is faulty, or we've made a mistake.

Please be aware that all customers are responsible for the cost of return shipping. We recommend that you use a traceable service, and keep hold of your certificate of posting until your refund has been issued. We reserve the right to not be held liable for parcels lost in transit.

Should you experience an issue with any part of your order, our Customer Care team will endeavour to resolve it for you.

UK, Europe, and International (USA & Rest of World)

If you would like to return your item because you have changed your mind, please return the product unused and in its original, saleable condition (including all labels and tags intact). Once we receive the returned goods, and have deemed them satisfactory, we will issue you with a full refund. Returns must be sent within the 21-day time period, to the address below. We reserve the right to reject any returned goods should they not meet the guidelines set out above.  Please be aware that we cannot pay for return shipping costs.

Stitch & Story RETURN
CO: Wool Couture ltd
The Old Robin Hood
Southmoor Road
S72 9HA
United Kingdom


Faulty Items

Faulty items can be returned to us at any time. Should you need to inform us to request or advise of an exchange or refund, please contact our Customer Care team with your Order Number and Item name, along with the nature of the fault. If your order has arrived missing a component, we aim to dispatch the missing product as soon as possible on provision of an address.