T&C'S DURING GLOBAL COVID-19 OUTBREAK

WE UNDERSTAND HOW IMPORTANT IT IS TO PROVIDE EXCELLENT DELIVERY AND CUSTOMER SERVICE TO YOU DURING THIS DIFFICULT TIME. WE WILL DO ALL WE CAN TO REPLY TO YOUR ENQUIRIES AND DISPATCH YOUR ORDERS AS QUICKLY AS WE CAN WHILE KEEPING OUR TEAMS, BUSINESS PARTNERS AND YOU, OUR CUSTOMERS, SAFE. 

 

COVID-19 Updates - 3rd April, 2020

Due to being inundated with orders we are temporarily pausing receipt of new orders.

 

US orders:

We’re aware of long delays affecting a few regions in the US. Some shipments face a 4-5 week delay in addition to standard transit times. All our US orders have been dispatched by our warehouse team and are in transit. Please allow extra time for your order to reach you. Please use the tracking number provided in your dispatch notification to keep an eye on your shipment. We’re sorry for any delays experienced!

 

 

  1. Fulfilment

We are currently receiving a higher volume of orders and enquiries and are doing all we can to dispatch your orders as soon as possible. Our dispatch time may be longer than usual and be affected by restrictions and delays out of our hands. If your order is urgent, we encourage you to choose  'Royal Mail 1st Class', 'Next Day Delivery' or 'Express DHL Tracked Delivery' and we will prioritise your order accordingly. 

 

  1. Customer Service

Our customer care team is incredibly busy with the influx of queries. If you need any help, please reach out to us at hello@stitchandstory.com. Our office is open Monday to Friday, 9am - 5pm (UK time) and aim to respond to your queries within 3-8 working days.

 

  1. Order Amendments

No changes or upgrades can be made to orders once placed during this period. Cancellations cannot be made once an order has been dispatched.

 

  1. Delivery

While all orders are still being dispatched from our warehouse and collected by our couriers Royal Mail and DHL, the situation can change at any time without much notice.

The delivery of all shipments greatly depend on the regional and international couriers’ operations. Using the tracking information provided, we encourage you to check how your parcel may be affected before reaching out to our team and to allow for a longer transit time. 

 

  1. Your FAQs

Q. Can I cancel my order?
A. We are unable to cancel an order once it has been fulfilled and dispatched. 

Q. Can I cancel an order that contains a PDF pattern?
A. PDF Patterns are digital downloads that are automatically sent to you after you proceed through checkout. For this reason, we do not accept cancellations or process refunds for digital items at any time. If you cancel an order within 14 days that includes a PDF pattern you will be refunded the full amount of your purchase less the cost of the PDF(s). 

Q. I got a free PDF as part of a promotion. Can I cancel this order?
A. If you cancel an order within 14 days that includes a PDF pattern that was awarded free as part of a promotion then you will be refunded the full amount of your purchase less the original cost of the PDF.

Q. Can I add another kit to my order?
A. At the moment we cannot add or remove products to an order. 
 
Q. I accidentally chose the wrong colour/option, can you please ship the same kit in a different colour/with needles instead? 
A. At the moment 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 a tracking number.
 
Q. When will I receive an update on my order?
A. Currently it can take longer for your order to be dispatched from our warehouse. We aim to ship your order within 1-2 weeks max. 
 
Q. Can you post my order asap please?
A. We aim to ship your order within 1-2 weeks. If your order is urgent we recommend using 'Royal Mail 1st Class', 'Next Day Delivery' or 'Express DHL Tracked Delivery'. Orders placed with these delivery options will be prioritised in our warehouse. 
 
Q. Can you upgrade my order to Express Delivery?
A. We cannot make changes to orders once placed at this time. 
 
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 and will try our best to rectify this for you asap.
 
Q. I received my kit in the wrong colour.
A. Unfortunately mistakes can happen. Please reach out to us at hello@stitchandstory.com and will try our best to rectify this for you asap.

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