Black Friday Promotion FAQ and Disclaimers 2019

This relates to promotions from Wednesday 27th November - 2nd December 2019.

1. Fulfillment
Black Friday is our busiest sale of the year as we offer pretty crazy discounts. With this in mind, our dispatch time will be longer than usually and we aim to ship your order within 2-3 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 Monday - Friday: 9am - 5pm (BST) and aim to respond to your queries within 5 working days.
 
3. Backorders and Out-of-stock
If we do sell out of any kits, backorder kits will be shipped by 15th December 2019. If products do not have a backorder/pre-order button or option, this means the product is out of stock.
 
4. No refunds or exchange
As always Black Friday orders are not exchangeable nor refundable. 
 
5. Order Amendments
No changes and upgrades can be made to orders once placed during this period. 
 
6. 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 the Black Friday period.
 
Q. Can I add another kit to my order?
A. During the Black Friday period we cannot add or remove products to an order. 
 
Q. I already have the knitting needles - how can I order the kit without the knitting needles at the Black Friday discount??
A. During our Black Friday Sales the kits with needles or hooks are discounted so that we can keep up with packing and dispatching the orders in a timely manner. All our kits will continue to be available with and without needles or hooks outside the crazy period that is Black Friday
 
Q. I accidentally chose the wrong color, can you please ship the same kit in a different color? 
A. During the Black Friday period we cannot make changes to orders once placed. 
 
Q. Where do I add my discount code?
A. Just before checkout you will see a field asking you to enter your 'Gift card or discount code'. When visiting our website from a laptop or PC it should look like this. When ordering from a mobile device should look like this.
 
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 the Black Friday period it can take longer for your order to be dispatched from our warehouse. We aim to ship your order within 2-3 weeks. 
 
Q. Can you post my order asap please?
A. We aim to ship your order within 2-3 weeks. If your order is urgent we recommend using 'Express DHL Tracked Delivery'. Orders placed with these delivery options will be prioritized in our warehouse. 
 
Q. Can you upgrade my order to Express Delivery?
A. During the Black Friday 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 5 working days (Monday-Friday) and will try our best to rectify this for you asap.
 
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 5 working days (Monday-Friday) and will try our best to rectify this for you asap.

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