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 and please note by 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.

Orders
Subject to stock availability, we aim to dispatch your order within 48 hours of confirmation. Standard delivery (UK) will be made within 5-7 working days. We endeavor to keep our stock updated but should your order be processed and an item is sold out, we will notify you to make an arrangement to either send you the item as soon as it's back in stock or refund you.

No product will be shipped until payment has been made in full. Unfortunately orders cannot be amended once they have been placed. Should you wish to cancel your order after it has been dispatched, you must follow our returns procedure. You will be liable for all return delivery costs and administration fees and your original delivery charge will not be refunded.

Lost Parcel?
If you're worried about a loss parcel, please get in touch hello@stitchandstory.com. We do 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 differs 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 it if lost.

Shipping
For shipping rates please see our Delivery page. All orders will be shipped with UK Royal Mail. We cannot offer tracking for international orders.

Prices stated

All prices on Stitch & Story website are quoted in Pounds (£) with retail prices including VAT at 20%. A delivery fee will be added to all orders prior to payment unless the order meets the free delivery conditions. Stitch & Story aims to display accurate pricing and descriptions for all products it provides.

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 follow our Refunds & Returns section 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, we do offer a returns policy on all our products.

To make a refund, please contact our Customer Services team on hello@stitchandstory.com within 21 days of receiving your confirmation email. The customer must bear the cost of postage when returning the goods for a refund. Returned goods must not be damaged, used or opened and must be in a sellable state. We reserve the right to reject any return goods if the above is not met.

The address is:
Stitch & Story
23 Heathside Avenue
Kent
DA7 4PZ

Privacy & Data Protection Policy
We are committed to ensuring that your privacy is protected and should we ask you to provide certain information by which you can be identified, you can be assured that it will only be used in accordance with this privacy statement.

We may collect the following information:
Your full name.
Contact information including address, postcode, telephone and email address.
Additional information relevant to customer surveys and/or offers.

How we may use your information

We require this information to provide a professional service, understand your individual needs and for reasons of:

-    Internal record keeping.
-    Improving our products and services.
-    Sending promotional emails about new products, special offers and additional information which we think you may find interesting.
-    Contacting you from time to time for market research purposes. We may contact you by email, phone or mail. We may use the information to customise the website according to your interests and feedback.

Should you wish to be removed from our mailing list, please email us at hello@stitchandstory.com and we will remove you immediately.

Copyright
All material and software copyright 2015.  All rights reserved.
You are not permitted to copy any information, photos or graphic without written consent from Stitch & Story.