Refund policy
Returns & Refunds Policy
Return Window
For orders delivered outside the European Union and the United Kingdom:
We offer a 30-day return window from the date your order is delivered.
To begin a return request, please contact our support team before sending any item back.
Returns sent without prior approval may be refused.
Approved returns may be subject to a 20% restocking fee.
Please Note: The return, refund, final sale, and change-of-mind provisions set out below apply only to orders delivered outside the European Union and the United Kingdom, unless otherwise stated. Orders delivered to member states of the European Union or the United Kingdom are subject to the applicable sections of this policy, where mandatory consumer protection laws apply.
Damaged, Defective, or Incorrect Items
If your order arrives:
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Damaged
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Defective
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Not functioning as intended
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Different from the item ordered
Please contact us within 30 days of delivery.
Include:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
If the issue is verified, we will provide a replacement, store credit, or refund at our discretion.
Change-of-Mind Returns (Non-EU/UK Orders Only)
For orders delivered outside the European Union and the United Kingdom, we do not accept returns for:
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Change of mind
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Buyer's remorse
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No longer wanting the item
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Ordering the wrong item
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Ordering the wrong size, colour, or variant
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Preference-based reasons after delivery
Please review all product information carefully before placing your order.
Final Sale Items (Non-EU/UK Orders Only)
For orders delivered outside the European Union and the United Kingdom, the following items are final sale and cannot be returned, exchanged, or refunded unless they arrive damaged, defective, or incorrect:
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Sale items
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Clearance items
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Promotional purchases
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Bundle offers
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Products marked "Final Sale"
Return Eligibility
Where a return is approved, the item must be:
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Unused
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Unworn
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Unwashed
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In its original packaging
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In resalable condition
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Accompanied by proof of purchase
We reserve the right to deny returns that do not meet these requirements.
Additionally, due to hygiene and health considerations, underwear, intimate apparel, and products that have been opened, tried on, worn, washed, or removed from their original sealed packaging are not eligible for return, exchange, or refund unless the item is defective or incorrect upon arrival or otherwise required by applicable law.
Return Shipping
Customers are responsible for return shipping costs unless:
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The item arrived damaged
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The item is defective
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The wrong item was received
Original shipping charges are non-refundable unless required by applicable law.
We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.
Refunds
Once the returned item is received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to the original payment method.
Please allow 5-10 business days for processing, depending on your payment provider.
Shipping charges, insurance fees, and other service fees are non-refundable unless required by applicable law.
Chargebacks & Disputes
If a customer initiates a payment dispute or chargeback before contacting our support team, we reserve the right to provide order records, tracking information, delivery confirmation, customer correspondence, and records demonstrating acceptance of our policies to the payment provider.
Refused Deliveries & Incorrect Addresses
Customers are responsible for providing an accurate shipping address.
Orders returned due to:
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Incorrect address information
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Failure to collect the parcel
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Refused delivery
may be eligible for reshipment at the customer's expense.
Shipping fees are non-refundable.
European Union Customers
If your order is delivered to a member state of the European Union, the following terms apply instead of any conflicting provisions above. Nothing in this policy limits your mandatory rights under applicable European Union or local consumer protection laws.
14-Day Right of Withdrawal
Consumers in the European Union generally have the right to withdraw from their purchase within 14 days of receiving their order without giving any reason.
To exercise this right, please notify us within the 14-day withdrawal period by emailing hello@stitchandhue.com.
After notifying us, you must return the goods within 14 days.
Condition of Returned Goods
You may inspect the goods as you would in a physical retail store.
If the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce your refund to reflect any loss in value where permitted by law.
Return Shipping
Unless the goods are faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning the goods.
Refunds
Once the returned goods have been received, or satisfactory evidence of their return has been provided where required by law, refunds will be processed within 14 days using the original payment method.
Where required by applicable law, any standard outbound shipping charges paid with the original order will also be refunded. Additional charges for expedited or premium shipping services are not refundable.
Exceptions
The statutory right of withdrawal does not apply where excluded by applicable law, including:
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Custom-made or personalised products.
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Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery.
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Other products exempt under applicable consumer protection legislation.
United Kingdom Customers
If your order is delivered to the United Kingdom, the following terms apply instead of any conflicting provisions above. Nothing in this policy limits your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or other applicable UK consumer protection laws.
14-Day Cancellation Right
UK consumers generally have the right to cancel their order within 14 days of receiving the goods without providing a reason.
To exercise this right, please notify us within the 14-day cancellation period by emailing hello@stitchandhue.com.
After notifying us, you must return the goods within 14 days.
Condition of Returned Goods
You may inspect the goods as you would in a retail shop.
If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning, we may make a deduction from your refund to reflect any loss in value where permitted by UK law.
Return Shipping
Unless the goods are faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning the goods.
Refunds
Refunds will be made to the original payment method within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned, whichever occurs first.
Where required by UK law, standard outbound delivery charges paid with the original order will also be refunded. Any additional charges for premium or expedited delivery services are not refundable.
Exceptions
The statutory cancellation right does not apply where excluded by UK law, including:
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Custom-made or personalised products.
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Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
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Other goods exempt under applicable UK consumer protection legislation.
Contact
For all return requests or questions regarding this policy, please contact:
Please include your order number in all correspondence.