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. 

  

US orders:

We’re aware of long delays affecting a few regions in the US. 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.  

 

 

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. 

 

2. 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 24-48 hours.

 

3. 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.

 

4. Delivery

While all orders are still being dispatched from our warehouse, 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. 

 

5. 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 mobile device a dropdown will let you expand your shopping cart and show this field. 
 
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. This is our busiest time of year and with this in mind our dispatch time may be longer than usual, we aim to dispatch your order within 7-10 days.
 
Q. Can you post my order asap please?
A. This is our busiest time of year and with this in mind our dispatch time may be longer than usual, we aim to dispatch your order within 7-10 days.
 
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. Please reach out to us at hello@stitchandstory.com and we will do our best to rectify this for you asap.
 
Q. I received my kit in the wrong colour.
A. Please reach out to us at hello@stitchandstory.com and we will do our best to rectify this for you asap.