FAQs

Stitch & Story, CWT Ventures ltd.

CWT Ventures Limited has bought certain assets of Stitch & Story Limited from the Joint Liquidators including the trade mark “Stitch & Story”.  We are therefore now trading as “Stitch & Story”.

The new website at www.stitchandstory.us is owned and managed by CWT Ventures Limited. [This does not mean that CWT Ventures Limited has any liability for the obligations of Stitch & Story Limited. It does not. ] 

CWT Ventures Limited (a company registered in England with company number 14604148) is owned by the two of the shareholders of Walkers Logistics Limited, brothers, Charlie and William Walker) and whom are now collaborating with Wool Couture Limited whose shareholders are [Claire Gelder, Ali Gelder, Tej Lalvani and Touker Sulyman] 

The registered office address for CWT Ventures Limited is Membury Logistics Centre Unit 3, Ramsbury Road, Lambourn Woodlands, Berkshire, England, RG17 7TJ.

Tracking

What is your delivery policy?

For full delivery policy, please visit our delivery policy page.

How can I track my order?

Once your order has been dispatched, you will receive an email with a tracking link. Should you not receive your dispatch confirmation within 48 working hours, please email our Customer Care team. We recommend checking the courier’s website for any potential notices of delays to services.

My order hasn't arrived yet. Is it lost?

Occasionally delays can occur that are out of our control, for example, postal strikes, bad weather, and delays at local customs offices. We will try our best to get up-to-date information about your shipment should it be caught up in any unexpected delays. If the latest delivery time has passed, and you still haven't received your order, please reach out to our Customer Care team for help.

Do I need to pay customs duties on my order?

If the delivery destination of your order is outside of the UK, then you may be required to pay VAT, taxes, duties and admin charges where applicable.

VAT, duties and taxes imposed by custom authorities differ in each destination country. Please contact your local customs authority to check any charges, duties and taxes. We cannot take responsibility for these charges.

Returns & Exchanges

What is your return policy?

For full return policy, please visit our return policy page.

Can I return a partial order?

Yes, please post the items you wish to return to our warehouse. Once we have received your shipment we will process the refund for the returned items. This should then appear in your account within 3-5 working days. You can find full instructions in our returns policy.

How do I get a refund for my order?

If you wish to return something from your order, email Customer Care team hello@stitchandstory.com with your order number and reason of return. Once you have received a confirmation, please then send the return items  back to us within 21 days from the date of receipt.

To qualify for a refund, all items must be returned in their original condition, with all tags and packaging intact. Once you have started making your kit, we are unable to accept it as a return unless it is faulty, or we've made a mistake.

Please be aware that all customers are responsible for the cost of return shipping. We recommend that you use a traceable service, and keep hold of your certificate of posting until your refund has been issued. We reserve the right to not be held liable for parcels lost in transit.

Should you experience an issue with any part of your order, our Customer Care team will endeavour to resolve it for you.

How do I return my order?

If you would like to return your item because you have changed your mind, please return the product unused, and in its original, saleable condition (including all labels and tags intact). Once we receive the returned goods and have deemed them satisfactory, we will issue you with a full refund. Returns must be sent within the 21 day time period, to the address below.  We reserve the right to reject any returned goods should they not meet the guidelines set out above. Please be aware that we are unable to pay for return shipping costs.

Stitch & Story
Walker Logistics Returns Bay 1B
Ramsbury Road
Lambourn Woodlands
Hungerford RG17 7TJ
United Kingdom

Can I return part of a multipack of yarn or kit?

The multi pack or a kit has to be returned as a complete pack. We can’t refund an incomplete multi pack or kit, unless the yarn is faulty, of course. You can find full instructions in our returns policy

What if I received a faulty item or kit?

Faulty items can be returned to us at any time. Should you need to inform us to request or advise of an exchange or refund, please contact our Customer Care team with your Order Number and Item name, along with the nature of the fault. If your order has arrived missing a component, we aim to dispatch the missing product as soon as possible on provision of an address.

I want to exchange part of my order. How can I do this?

Please contact our Customer Care team to confirm the replacement kit, shade and lot number etc. are available. Once the exchange has been confirmed you can return your order to our warehouse and include the order details and printed email exchange with our customer service team. Our warehouse team will dispatch the items you’d like to swap once your shipment has arrived in our warehouse. 

Can I swap a pattern I ordered?

We won't be able to swap the pattern unless you return the complete and unopened kit. You could check if the pattern you would like to use instead is available as a downloadable pattern on our website. You could then use the PDF pattern with the yarn you already have.

Discount codes & Payment issues

Why am I being charged a foreign transaction fee?

Stitch & Story is based in the UK. If your bank has surcharges for transactions outside the UK, please understand that we cannot be held responsible. Please use a payment method without such charges or fees.

What kinds of payment methods do you accept?

We accept several different payment methods: 

  • Credit Card (Mastercard, Visa & Amex)
  • Discover Card & Diners Club (US only)
  • PayPal
  • Apple Pay
  • Stitch & Story Gift Card
  • ClearPay (GBP only)

We do not offer cash on delivery as a payment option.

Please bear in mind that Stitch & Story is based in the UK. If your bank has surcharges for transactions outside the UK, please understand that we cannot be held responsible. Please use a payment method without such charges or fees.

I am getting an error at checkout.

Payment errors can occur when the billing information does not coincide directly with the information held by your card provider. Should you still face any issues you may wish to try again with an alternate payment method, such as PayPal. Alternatively, please contact the Customer Care team quoting "Payment Issue" in the email subject line, who will investigate for you.

I forgot to enter my discount code.

Please email our Customer Care team with the discount code, and your order number. While we cannot guarantee it can be applied, we will be happy to check this for you.

I entered a discount code, but it is not showing on my order.

Your order may not have qualified for the discount you're trying to use. Depending on the discount code you have, there may have been an expiry date, minimum order amount, or the voucher has already been used and is single-use only. Please check the terms and conditions for your discount code to confirm if the code can be applied to your order. 

If you still need help, please email our Customer Care team with your order number, discount code, and any error message you may have encountered.

Product & Stock

Which kit level is right for me?

We know how tricky it can be to learn something new, so we’re here to help you get your loops in a row. Our all-in-one knitting and crochet kits start at the very beginning, and help you on your way to becoming an expert. Wherever you are on your crafting journey, there’s a kit for you. 

Not sure where to start? Take a look at our kit levels, and the skills you’ll master in each of them.

I am stuck and need some extra support with my kit?

We are always here to help! We have a range of video tutorials on our website that can help support you on various projects.

If you still need support further, please contact our Customer Care team with a description of the item and part you are struggling with. One of our design team will come back to you shortly with some support and advice.

What is the US size for my crochet hook?

You don’t need to have the mathematical skills of Einstein to use our conversion charts. Whether you are shopping in the US or the UK we've got you covered, simply click through to our conversion table, and find the size that matches your crochet hook.

Can I purchase your kits without needles?

Stitch & Story kits are available to be purchased with or without needles or hooks. Our collaboration kits however, are only available with needles or hooks.

Can I purchase a pattern separately?

We offer a wide range of PDF-only patterns, but patterns that are only available as kits cannot be purchased separately.

I lost my printed pattern.

If you have lost or misplaced your printed pattern from your kit, please contact our Customer Care team with your order number. They will be able to send you a PDF copy of your pattern.

I cannot find my sewing needle.

The sewing needle is included within the pattern envelope, and you should see a small colourful section along one edge of the pattern envelope. If it is definitely not there, please contact our Customer Care team who will send one out for you.

Do you sell yarn wholesale in the UK?

Check our wholesale page for more information. If you require more help, please email sales@stitchandstory.com with your trade query including required quantity so that our sales team can provide further details.