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Cancellation and Returns


Full details of how to exercise your rights under the Regulations are set out in the dispatch notification email.

Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 7 working days. The period of 7 working days begins on the day after the day you receive your goods.


You must inform us of your wish to cancel by email (returns@stitchtostitch.co.uk) within a period of 7 working days. The period of 7 working days begins on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.


Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items made to your order, such as printed t-shirts or embroidered garments.       

           

The Distance Selling Regulations Act of 2000 does not apply to "personalised goods or goods made to a consumer's specification". We are therefore unable to accept any returns for personalised items unless we make an error or there is a fault with the garment. As all items are made to order, cancellation is not possible once the order has been placed. We work to a same day turnaround on 90% of orders taken which means expenses are incurred once an order is placed with us including artwork production, ordering of materials, and placement of orders with vendors which are subject to their cancellation or restocking policies and charges.


If an order is cancelled once placed, we reserves the right to charge for artwork fees, restocking costs and any other expenses incurred by us between the time we received your payment and the cancellation request was received.

For full details of your rights under the Distance Selling Regulations, please contact your Citizens' Advice Bureau or a solicitor.


 

Your right to cancel


If you wish to cancel (or are considering cancelling) a product or service you have ordered from us, please be aware of the following terms that apply:


·      Applicability of cancellation rights:  Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services (for example, made to measure orders, gifts and personalised items);


·     Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product or service you have ordered from us, these may also govern your cancellation rights and you should review these carefully;


·         Damaged or incorrectly supplied products:  You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by phone or e-mail only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.


·       Other cancelled products:  If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging promptly at your cost.



 

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

The Regulations do not apply to, made to order items, personalised or embroidered garments or products.

 

If you cancel your order in any of the circumstances set out above, which is classed for cancellation under the provisions of the Distance Selling Regulations and is not any personalised goods, we will refund any money paid by you after any products, which have been delivered to you, are returned to us. In the case of damaged or incorrectly supplied goods, we only offer a replacement product.

Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products which are damaged on return or for which we arrange collection, as outlined above.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us (or arrange for us to collect them at your cost).

 

Returns Procedure


If you would like to return any goods to which are damaged or where an item is incorrect which is a mistake made by Stitch to Stitch, you must report to us within 48 hours of delivery along with your order number to: returns@stitchtostitch.co.uk


We will always in this instance arrange collection and delivery of replacement item. Our couriers will deliver your item and collect your return item at the same time.

If you are returning an item where there is a mistake with the art work or wrong size was ordered and where we are not at fault then you willhave to arrange return post at your own cost. We will not send any replacement until the original goods have been returned.


Shipping Cost


England / Wales / Scotland - The shipping cost is £ 8.95 regardless of the size and weight of your package. All these orders are delivered next working day. There is no extra charge if a single order results in subsequent deliveries.

Europe – The shipping cost for mainland Europe start from £12.95 and delivered within 3-5 working days

Undeliverable parcels

 

If you have a parcel which is undeliverable you will always receive a reminder. If a courier is unable to deliver a parcel after a few attempts, it will be sent back to us. We will then apply a charge of £9.95 to cover the costs we have incurred in connection with the undeliverable parcel.

 

 

 

 

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