Terms & Conditions
Thank you for visiting www.stitchandstory.com (the 'Website'). 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 placing an order for products from us, you agree to follow, and be bound by these terms and conditions.
These terms may have changed since you last reviewed them
Please read these terms carefully before you make a purchase and keep a copy of them as they may have changed since you last reviewed them.
Where to find information about us and our products
You can find everything you need to know about us, Stitch & Story, and our products on our website before you order. We also confirm the key information to you in writing after you order by email.
We don't give business customers all the same rights as consumers
For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
When you buy from us you are agreeing that:
- We only accept orders when we've checked them.
- Sometimes we reject orders.
- We charge you when we accept your order.
- We may charge interest on late payments.
- We pass on increases in VAT.
- We're not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- You're responsible for making sure your measurements are accurate.
- We charge you if you don't give us information we need.
- If you are a consumer and you bought online, you have a legal right to change your mind.
- You can end an on-going contract (find out how).
- You have rights if there is something wrong with your product.
- We can change products and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw products.
- We can end our contract with you.
- We don't compensate you for all losses caused by us or our products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
If you are a business customer this is our entire agreement with you
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
Who are we?
Stitch & Story is the trading name for the limited company, CWT Ventures Limited, which is registered in England with company number 14604148. Our registered office address is Membury Logistics Centre Unit 3, Ramsbury Road, Lambourn Woodlands, Berkshire, England, RG17 7TJ and our trading address is Southmoor Road, Brierley Gap, Barnsley, England S72 9HA.
We only accept orders when we've checked them
We contact you to confirm we've received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when we accept your order
The Stitch & Story website accepts payment in either US dollars or GB pounds only (USD or GBP), which means you can select the currency for viewing product prices and shopping cart summaries. The payment will be made in the currency you select at time of purchase. Upon receiving your order we carry out a standard pre-authorisation check on your payment card to ensure that there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed.
For consumers, your card will be debited once the order has been accepted by us. If your product is goods (rather than services), you will own it once we have received payment in full.
If you are a business customer, we will have agreed specific payment terms with you in writing.
We try to ensure that all details, descriptions and prices that appear on this Website are accurate. In the unlikely event of an error in the price of any goods or services that you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled and any monies paid will be refunded to you.
Sales Tax. All prices are shown inclusive of VAT at the applicable UK rate which is currently 20%. Exact VAT charged is calculated based on the final value of your order in the check out process, at the rate applicable to your country. You will be responsible for any other taxes applicable in the territory to which the Goods are sent.
We may from time to time offer promotional discounts using promotional discount codes. These discounts will be subject to terms and conditions that will be issued with the codes.
We will endeavour to deliver to anywhere in the world that is accessible by our couriers. Delivery terms are those which are provided by our couriers. We use the following couriers and links to their service and terms are set out below:
We reserve the right to cancel your order if we are unable for any reason to meet any legal requirements in relation to the supply of our goods in non EU countries. Prior to ordering, it is your responsibility to check that any goods you order comply with state and federal government import regulations and there are no local requirements or restrictions which may affect you receiving any of these products.
If you are purchasing from outside the EU, we may have to complete additional documentation or request additional information. Please contact Customer Care team.
If you are a business customer you have no set-off rights
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding tax (other than any deduction or withholding of tax as required by law).
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 5% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We're not responsible for delays outside of our control
If our supply of your product is delayed by an event outside our control, including but not limited to, acts of God, flood, drought, earthquake or other natural disaster, non-performance or delays by our suppliers, sub-contractors or couriers, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Care team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device or its packaging may be slightly different. Our products are handmade, therefore all sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 2%.
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct.
If you are a consumer and you bought online you have a legal right to change your mind
Your legal right to change your mind. For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs (we only refund standard delivery costs and don’t refund any extra you have paid for an enhanced delivery service). This is subject to some conditions, as set out below.
When you can't change your mind. You can't change your mind about an order for:
- services, once these have been completed;
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- goods that are made to your specifications or are clearly personalised; and
- goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
- the day we deliver your product, if it is goods, for example a knitting kit. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
- the day we confirm we have accepted your order, if it is for a service, for example an on-line crochet course.
How to let us know. To let us know you want to change your mind, contact our Customer Care team.
You have to return the product at your own cost. If your product is goods, for example, a knitting kit, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:
- send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, see our Returns Policy or contact our Customer Care team.
We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
You have to pay for services you received before you change your mind. If you bought a service (such as a crochet course) we don't refund you for the time you were receiving it before you told us you'd changed your mind.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
When and how we refund you. If your product is a service, or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You can end an on-going contract (find out how)
We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Care team.
You have rights if there is something wrong with your product
Return the product to us. If you think there is something wrong with your product, you must either post it back to us at
Stitch & Story
Walker Logistics Returns Bay 1B
Hungerford RG17 7TJ
or contact our Customer Care team.
Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
Summary of your key legal rights
If your product is goods, for example a knitting kit, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
· Up to 30 days: if your goods are faulty, then you can get a refund.
· Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
· Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
If your product is services, for example a knitting course, the Consumer Rights Act 2015 says:
· You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
· If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
· If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
Your rights if you are a business. We warrant that on delivery any products which are goods shall:
- conform in all material respects with their description and any relevant specification;
- be free from material defects in design, material and workmanship;
- be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
- be fit for any purpose expressly held out by us.
Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers' warranty) if:
- you give us notice in writing within a reasonable time of discovery that a product does not comply with the business customer warranty (see Your rights if you are a consumer);
- we are given a reasonable opportunity of examining such product; and
- you return such product to us at our cost,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers' warranty. We will not be liable for a product's failure to comply with the business customer warranty (see Your rights if you are a business) if:
- you make any further use of such product after telling us it is non-compliant;
- the defect arises because you failed to follow our oral or written instructions as to the storage, use or maintenance of the product or (if there are none) good trade practice;
- the defect arises because we followed any drawing, design or specification supplied by you;
- you alter or repair the product without our written consent; or
- the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
We can change products and these terms
Changes we can always make. We can always change a product:
- to reflect changes in relevant laws and regulatory requirements;
- to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to:
- deal with technical problems or make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product (see We can change products and these terms).
We may adjust the price, in this case we will let you know and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 4 weeks you can contact our Customer Care team to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
We can withdraw products
We can stop providing a product, such as an ongoing service or a subscription for goods. We let you know as soon as we can in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within 10 days of our reminding you that payment is due;
- you don't, within a reasonable time of us asking for it, provide us with information that we need to provide the product, for example, a valid delivery address or packaging specifications;
- you don't, within a reasonable time, allow us to deliver the product to you.
We don't compensate you for all losses caused by us or our products
Our liability to consumers. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action.
- A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability to businesses.
Our liability to businesses. If you're a business, then, except in respect of the losses described in “Losses we never limit or exclude”:
- we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
- our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract in the 12 months preceding the claim.
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
- fraud or fraudulent misrepresentation;
- breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
- (in relation to consumers only) defective products under the Consumer Protection Act 1987; or
- any matter in respect of which it would be unlawful for us to exclude or restrict liability.
No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
We use your personal data as set out in our Privacy Notice
You have several options for resolving disputes with us
Our complaints policy. Our Customer Care team will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Consumer Arbitration (a trading name of Consumer Dispute Resolution Limited (CDRL) through their website at [Website: https://www.cdrl.org.uk/consumer-arbitration/
Support Centre: https://support.cdrl.org.uk/
E-Mail: email@example.com and Tel: 020 3540 8063]
CDRL does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and if you are a consumer we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. If you're a business you need our agreement to transfer your contract with us and it's entirely up to us whether we give it.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.