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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.
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 'Express DHL Tracked Delivery' and we will prioritise your order accordingly.
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.
No changes or upgrades can be made to orders once placed during this period. Cancellations cannot be made once an order has been dispatched.
While all orders are still being dispatched from our warehouse and collected by our couriers from 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.
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.
