Refund policy

Returns & Refunds Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please note that we do not accept returns or refunds for items simply because you no longer want them, changed your mind, or dislike the item after purchase.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags (where applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at stitchandspiral@gmail.com. Return addresses and postage arrangements will be handled on a case-by-case basis and provided privately once a return request has been approved.

If your return is accepted, we will provide instructions on how and where to send your package. In some cases, a return shipping label may be provided. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

You can always contact us for any return questions at stitchandspiral@gmail.com.

Damages and Issues

Please inspect your order upon arrival 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.

Photos of the item and packaging may be requested to help assess the issue.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Custom or personalised products
• Made-to-order items
• Sale items
• Gift cards

Unfortunately, we cannot accept returns on these items unless they arrive faulty or damaged.

Please get in touch if you have questions or concerns about your specific item before purchasing.

Exchanges

The fastest way to ensure you get the item you want is to return the original item (if eligible), and once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, in accordance with applicable consumer protection laws.

To be eligible, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need proof of purchase.

Please note that personalised and custom-made items are exempt from this right to cancellation where permitted by law.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card provider to process and post the refund.

Original shipping costs are non-refundable unless the item was faulty, damaged, or incorrect.

If more than 15 business days have passed since your refund was approved, please contact us at stitchandspiral@gmail.com.