Refund policy
Returns & Refunds Policy
Your satisfaction is important to us. Please review this policy carefully before placing an order.
Return & Exchange Window
We offer a 30-day return window from the date your order is delivered.
Returns or replacements are only accepted under the conditions outlined below.
Please note: If a discount code was used at checkout, the order is eligible for an exchange or store credit only.
Eligible Returns
A return or replacement will only be approved if one of the following applies:
- Your item arrived damaged or faulty, or
- You received an item that was incorrectly sent by Stitch & Hue
In these cases, we will arrange a replacement or resolve the issue promptly.
Non-Eligible Returns (Important)
Change-of-mind returns are not accepted.
Orders that are delivered correctly and match the size, colour, and SKU selected at checkout are not eligible for return or refund, including (but not limited to):
- Colour preference
- Size or fit preference
- Ordering the incorrect size or colour
- Deciding you no longer want the item after delivery
This policy applies even if the item is unopened, unused, or in its original packaging.
As our products are classified as intimate wear, we cannot accept returns for personal preference or customer ordering errors due to hygiene standards, inventory integrity, and fairness to all customers.
Condition Requirements (Where Applicable)
Where a return is approved under this policy, items must be:
- Unopened and unused
- Undamaged
- In original, sealed packaging
- Accompanied by valid proof of purchase
Items that have been worn, tried on, opened, washed, or removed from sealed packaging are not eligible for return or refund under any circumstances.
Return Process
To request an eligible return, please contact our support team with the subject line “Returns” and include:
- Your order number
- Full name
- Reason for the return
Customers are responsible for return shipping costs unless the item is confirmed to be faulty or incorrectly sent.
Refunds
Once an approved return is received and inspected, you will be notified of the outcome.
If approved:
- Refunds are issued to the original payment method
- Refunds exclude non-refundable payment processing fees charged by our payment provider
Please allow several business days for funds to appear, depending on your bank or payment provider.Please note: If a discount code was used at checkout, the order is eligible for an exchange or store credit only.
Customer Responsibility
Customers are responsible for reviewing all product descriptions, size guides, fit notes, and colour details carefully before placing an order.
By completing a purchase, you acknowledge and agree to this Returns & Refunds Policy.