Black Friday Promotion FAQ and Disclaimers 2020

This relates to promotions from Tuesday 17th November - end of December 2020.

1. Fulfilment
Black Friday is our busiest sale of the year. With this in mind, our dispatch time will be longer than usually, and we aim to ship your order within 1-2 weeks. If your order is more urgent, we encourage you to choose 'Express DHL Tracked Delivery', and we will prioritize your order accordingly.

2. Customer Service
During this period, our customer service team will be incredibly busy with the influx of queries relating to sales. If you need any help, please reach out to us at hello@stitchandstory.com. We are in the office Mon - Fri, 9am - 5pm (GMT) and aim to respond to your queries within 24-48 hours.

3. Refunds or exchange

As always, Black Friday orders are not exchangeable. Regarding returns, please see our general Returns Policy

4. Order Amendments
No changes and upgrades can be made to orders once placed during this period.
 
5. Promotions
Promotional Offers cannot be added to earlier or pending orders. Offers may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand. Stitch & Story has the right to end or modify any promotion at any time. 
 
Black Friday FAQs
Q. Can I cancel my order? 
A. Orders cannot be cancelled once placed during this period.
 
Q. Can I add another kit to my order?
A. During this period we cannot add or remove products from an order. 
 
Q. I accidentally chose the wrong colour, can you please ship the same kit in a different colour? 
A. During this period we cannot make changes to orders once placed. 
 
Q. Where do I add my discount code?
A. At checkout you will see a field asking you to enter your 'Gift card or discount code'. 
 
Q. Has my order been shipped?
A. Once your order has been dispatched you will receive an email with tracking number.
 
Q. When will I receive an update on my order?
A. During this period it can take longer for your order to be dispatched from our warehouse. We aim to ship your order within 1-2 weeks (International Standard). 
 
Q. Can you post my order asap please?
A. We aim to ship your order within 1-2 weeks (International Standard). If your order is urgent we recommend using 'Express DHL Tracked Delivery'. 
 
Q. Can you upgrade my order to Express Delivery?
A. During this period we cannot make changes to orders once placed. 
 
Q. I received my order but a component is missing in my kit.
A. Unfortunately mistakes can happen. Please reach out to us at hello@stitchandstory.com. We aim to respond to your queries within 24-48 working hours (Monday-Friday) and will try our best to rectify this for you as soon as possible.
 
Q. I received my kit in the wrong color.
A. Unfortunately mistakes can happen. Please reach out to us at hello@stitchandstory.com. We aim to respond to your queries within 24-48 working hours (Monday-Friday) and will try our best to rectify this for you as soon as possible.

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