Terms and Conditions

Stitcher.co.uk is operated by Stitcher Limited, a company registered in England and Wales under company number 06569664.
Registered office: Unit 12f Wilsons Park, Monsall Road, Manchester, M40 8WN.
VAT number: GB941763216.
Contact: https://www.stitcher.co.uk/contact-us. Telephone: 0161 464 7310.

Customer Support and Service

You can contact us by telephone on 0161 464 7310 (+44 (0)161 464 7310 outside the UK) during office hours. These are 09:00 to 15:00 UK time. Monday to Friday.

We are closed weekends, and public holidays. You can contact us by email. We aim to respond to emails during office hours within a few hours. Emails sent outside of office hours may take longer.

Delivery Charge

Please see our Postage Information page for further details.

Order Confirmation

When an order is placed you will receive an email within a couple of minutes confirming your order. No contract for supply exists between Stitcher and the customer until despatch of goods. You are able to cancel your order during a certain period of time. Please see Cancellation of Orders below for full information.

We aim to dispatch orders in line with the dispatch estimate shown on the website. Delivery times are estimates and may vary depending on the delivery service, destination, public holidays, courier delays, or circumstances outside our reasonable control. Unless otherwise agreed, goods will be delivered within 30 days of the order being accepted. If your order has not arrived within the expected delivery window, please contact us so we can investigate with the delivery provider.

Payment

Payment of goods is made online during the checkout process. We accept most credit and debit cards including Mastercard, Visa, Maestro and American Express. We also accept PayPal.

Alternatively payments can be made by cheque or postal order. Cheques must be in United Kingdom Pounds only. It should be drawn on a British bank and made payable to Stitcher Limited. Please include your order number with your cheque or postal order and send to our address on the contact us page.

All prices are shown in pounds sterling and include VAT where applicable, unless stated otherwise. We try to ensure prices and product information are accurate, but errors may occur. If we discover an error in the price, description, or availability of goods you have ordered, we will contact you and give you the option to continue with the corrected order or cancel for a full refund. We reserve the right not to accept an order where goods are unavailable, incorrectly priced, incorrectly described, or where we suspect fraud or misuse.

Privacy Statement

Please refer to our Privacy Policy for further information.

Email marketing

We use confirmed opt-in (COI) or "double opt-in" to ensure that we never inadvertently send you emails that you do not want to see. When you subscribe to our mailing list, you will be sent an email to confirm whether or not you wish to be subscribed. Unless you click on the confirmation link contained within this email, you will never be sent marketing emails from us.

You can very easily unsubscribe from our marketing emails at any time. You can do this by clicking on the "unsubscribe" link at the top or bottom of each email we send, or you can log in to your account click on change my personal details, untick any email subscription options and click save my details.

Security

Industry standard SSL encryption is used during the collection of your personal information. This reasonably ensures that your information cannot be interceptedby any third parties. It is your responsibility to ensure that your computer is free from any viruses and harmful applications.

None of your credit card details are transmitted to, or stored on our server. These details are handled by Opayo.

If you create an account, you are responsible for keeping your log in details secure and for ensuring your account information is accurate and up to date. Please contact us immediately if you believe your account has been accessed without permission.

Your statutory right to cancel

If you are a consumer and buy from us online, by phone or by post, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. After telling us you wish to cancel, you then have a further 14 days to return the goods to us.

We will refund the price paid for the goods and the standard delivery charge, if paid, within 14 days of receiving the returned goods or receiving proof that you have sent them back. If you chose a premium delivery service, we only refund the cost of our standard delivery option.

You may inspect the goods as you would in a shop. We may reduce your refund if the goods have been handled more than necessary and their value has been reduced.

Our extended 30-day returns policy

In addition to your statutory rights, we also allow unwanted goods to be returned within 30 days of receipt, provided they are returned unused, complete, and in resaleable condition.

Exceptions

The right to cancel does not apply to personalised, custom-made, or made-to-order items, unless faulty. This may include personalised kits, custom charts, cut-to-order fabric, or any product specially prepared to your specification.

Faulty, damaged or incorrect goods

If your goods arrive damaged, faulty, incomplete, or not as described, please contact us as soon as possible. We may ask for photographs or details so we can resolve the issue quickly. Where goods are faulty or we have made an error, we will offer the remedy required by law, which may include a refund, replacement, repair, or reimbursement of reasonable return postage.

We take reasonable care to ensure product descriptions, images and prices are accurate. Product colours may appear differently depending on your screen settings, lighting, photography, dye lots, or manufacturer changes. Packaging and product presentation may vary from images shown.

Ownership of Goods

All goods remain the property of Stitcher Limited until paid for in full.

Governing Law

These terms are governed by the laws of England and Wales. If you are a consumer, you may also have rights under the laws of the part of the UK where you live. You can bring proceedings in the courts of England and Wales, or in the courts of the UK country where you live.

Complaints

In the unlikely event of a complaint please contact us. All complaints will be handled by customer services who will initially respond to your complaint within 3 working days. The initial response may inform you that we require further time to investigate your complaint. We will handle complaints fairly and in confidence. If you do not feel your complaint has been handled fairly we will escalate your complaint to be handled by a senior role within the company.

If we are unable to resolve your complaint through our internal complaints process, we will let you know whether we are willing or required to use an Alternative Dispute Resolution provider.

Promotions

Promotions, discount codes, free delivery offers and Stitch & Save Points may be subject to additional terms, including expiry dates, minimum spend requirements, product exclusions, and limits on combining offers. Where separate promotion terms apply, they will form part of these terms.

Personal Data

Please see our Privacy Policy and Cookie Policy for details of how we collect, use and protect personal data, and how we use cookies and similar technologies.

Statutory Rights

Your statutory rights are not affected by the terms of this documentation.