Terms & Conditions
Thank you for visiting stitchandstory.com (the 'Site'). We have prepared the information below to ensure your experience with us is one you'll be happy with, and repeat again and again!
The below terms and conditions apply to all orders placed via Stitch & Story’s website. Please note that by using the site, and/or placing an order for products from us, you agree to follow, and be bound by these terms and conditions. We reserve the right to amend our terms and conditions at any time, so please ensure to regularly read through them prior to purchase.
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 follow our returns procedure.
If you're worried about a lost parcel, please get in touch with our Customer Care team. We will not send you a replacement if the UK order is less than 3 weeks old, and if the International order is less than 6 weeks old. From our experience, mail delivery times differ from country to country, and may be subject to custom checks, which can delay an item.
In the unlikely event that your order is not received, and is lost in the post, please contact us, and we will look into how and why the item has been lost. If we establish that the order is definitely lost we will re-deliver the goods.
Should you wish us to re-dispatch your order immediately, you will be responsible for the cost until your investigation has been completed by our courier.
We print the address you have listed directly onto stickers, and it is the customer's responsibility to make sure the address is correct. If it is incorrect, we do not take the responsibility of replacing the order if it is lost.
For shipping rates, please see our Delivery page. All orders will be shipped with our carriers, Hermes, DPD, or DHL.
All prices on Stitch & Story website are quoted in GBP (£) with retail prices including VAT at 20%. A delivery fee will be added to all orders prior to payment, unless the order meets the conditions for free delivery. Stitch & Story aims to display accurate pricing and descriptions for all products it provides.
Discount codes are valid for a specific time period only, and cannot be applied to orders placed outside the specified time frame, or after an order has been submitted. The best way to find out about any current specials and discounts is our newsletter.
Incomplete, damaged orders
If your order arrives incomplete, and our confirmation email, or paperwork included with the package, does not give a satisfactory explanation, please inform us within 7 working days, and we will try to rectify the situation immediately. If any goods arrive damaged, please see our Refunds & Returns information below.
Refunds & Returns
We pride ourselves on delivering beautiful goods, and each order is individually packaged with care and attention. We want you to receive your delivery just as it left us, but if, for whatever reason, you are dissatisfied, please refer to our Returns policy for instructions on how to return your order.
To request a refund, please contact our Customer Services team at firstname.lastname@example.org within 21 days of receiving your confirmation email. We offer free returns for UK customers; however, the customer must bear the cost of postage when returning the goods for a refund for International orders. Returned goods must not be damaged, used or opened and must be in a saleable state. We reserve the right to reject any returned goods if the above is not met.
Our return address is:
Stitch & Story
Hungerford RG17 7TJ
Privacy & Data Protection Policy
All material and software copyright 2021. All rights reserved.
You are not permitted to copy any information, photos or graphic without written consent from Stitch & Story.
All Stitch & Story patterns are for personal use only. Stitch & Story patterns cannot be recreated, sold or given away without the sole permission of Stitch & Story. Any items made from these patterns cannot be sold or used for commercial purposes.