Refund policy
Damages and issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Returns
We have a 14-day return policy for non-customised products, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Customised items such as embroidery or printing are not eligible for return unless the item is damaged or faulty.
We will request photos of the items in question and the reason for which you are unhappy with the item.
Postage costs will not be covered for returning items until they have been received and inspected and then once the return has been approved we can then initiate the replacement of the item(s) in question.
Replacements can take up to 10-15 days and all postage costs will be covered, replacements will be on a like for like basis, for example if a Medium T-Shirt was originally ordered then a Medium T-Shirt will be sent out.
Returns are strictly not accepted for incorrect ordering of size.
Returns procedure
To start a return, you can contact us at sales@houseofstitch.co.uk. Please note that returns will need to be sent to the following address: Strathyre, Front Street, Witton Gilbert, DH7 6TQ
If your return is accepted, Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@houseofstitch.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cjlembroidery@gmail.com.