Returns
1. RETURN FOR STORE CREDITS
Return for Store Credits
Store Credit is offered for exchanges in accordance with the terms outlined on this page.
We provide store credits for the total amount of full-priced items returned (excluding shipping).
All sale and promotional items will be eligible for a return for store credit only. The store credit will reflect the value of the items returned (excluding shipping).
We offer store credit for the value of the order (excluding shipping).
Once processed, you will receive an email containing your credit note details.
Please note, Store Credit cannot be converted to cash or refunded to cash/card when it has been used as the payment method.
How to use Store Credit
Store Credit is applied as credit to your Stitch & Hide account. If you do not have an account, one will be set up for you, and you’ll receive confirmation via email with a prompt to set your unique password.
To use your Store Credit, simply log into your account and shop in our store as usual. At checkout, you will be given the option to use any available store credit as a form of payment.
Your Store Credit has no expiry and is deducted after product and shipping costs are calculated. If you have any trouble using your Store Credit, please feel free to reach out to our Customer Service team.
Can I exchange an order?
We issue Store Credits for the amount paid (which can be used to re-purchase an alternative size or style). We do not process direct exchanges.
Store Credit is offered for exchanges in accordance with the terms outlined on this page.
We provide store credits for the total amount of full-priced items returned (excluding shipping).
All sale and promotional items will be eligible for a return for store credit only. The store credit will reflect the value of the items returned (excluding shipping).
We offer store credit for the value of the order (excluding shipping).
Once processed, you will receive an email containing your credit note details.
Please note, Store Credit cannot be converted to cash or refunded to cash/card when it has been used as the payment method.
How to use Store Credit
Store Credit is applied as credit to your Stitch & Hide account. If you do not have an account, one will be set up for you, and you’ll receive confirmation via email with a prompt to set your unique password.
To use your Store Credit, simply log into your account and shop in our store as usual. At checkout, you will be given the option to use any available store credit as a form of payment.
Your Store Credit has no expiry and is deducted after product and shipping costs are calculated. If you have any trouble using your Store Credit, please feel free to reach out to our Customer Service team.
Can I exchange an order?
We issue Store Credits for the amount paid (which can be used to re-purchase an alternative size or style). We do not process direct exchanges.
2. RETURN FOR A REFUND
To receive a refund back to your original payment method (minus the shipping label), please email info@stitchandhide.com with the details of your return: Order #, reason for return and requested outcome of your return.
We provide refunds within our returns policy for full priced items and store credits for discounted items.
The shipping fee will be deducted from your refund total at the time your return is processed. If you paid with a Buy Now, Pay Later (BNPL) provider or another service that does not refund the merchant fee to Stitch & Hide, the associated merchant fee will be deducted from your refund.
You will receive an email confirmation once your refund has been processed.
Please note, refunds can only be issued to the method used for purchase and are for the return of full-priced items ONLY (not sale or promotional items).
How to Return
Within 7 business days of receiving your order, you have the option to email info@stitchandhide.com to return your item(s). Your return must be received at our warehouse within the specified timeframe to be eligible.
Step 1: Log into your account and find your order # and details, please include this in your return request email along with the reason for return and if you are requesting a refund or store credit.
Step 2: You will receive an email within 2–3 business days from our Customer Service Team with further instructions.
Typically, this will include sending the unused item(s) along with your NAME, EMAIL, ORDER NUMBER. Please note that Stitch & Hide cannot guarantee the processing of returns if all details are not provided. Once your parcel is received, allow 5 business days for us to process your return.
Please note that the customer is responsible for shipping and handling charges to return the item. If the package does not reach us safely, we will not be able to complete the transaction, so we strongly recommend using a trackable shipping option when returning your items, and keeping a record of your postage receipt. Stitch & Hide is not responsible for any returned items until they reach our Fulfilment Centre and you are notified of receipt. Where an item is included as part of a "Gift with Purchase" promotion and items from the order are returned for credit, the gift must also be returned. If the gift is not returned, the RRP of the gifted item will be deducted from the credit amount.
We provide refunds within our returns policy for full priced items and store credits for discounted items.
The shipping fee will be deducted from your refund total at the time your return is processed. If you paid with a Buy Now, Pay Later (BNPL) provider or another service that does not refund the merchant fee to Stitch & Hide, the associated merchant fee will be deducted from your refund.
You will receive an email confirmation once your refund has been processed.
Please note, refunds can only be issued to the method used for purchase and are for the return of full-priced items ONLY (not sale or promotional items).
How to Return
Within 7 business days of receiving your order, you have the option to email info@stitchandhide.com to return your item(s). Your return must be received at our warehouse within the specified timeframe to be eligible.
Step 1: Log into your account and find your order # and details, please include this in your return request email along with the reason for return and if you are requesting a refund or store credit.
Step 2: You will receive an email within 2–3 business days from our Customer Service Team with further instructions.
Typically, this will include sending the unused item(s) along with your NAME, EMAIL, ORDER NUMBER. Please note that Stitch & Hide cannot guarantee the processing of returns if all details are not provided. Once your parcel is received, allow 5 business days for us to process your return.
Please note that the customer is responsible for shipping and handling charges to return the item. If the package does not reach us safely, we will not be able to complete the transaction, so we strongly recommend using a trackable shipping option when returning your items, and keeping a record of your postage receipt. Stitch & Hide is not responsible for any returned items until they reach our Fulfilment Centre and you are notified of receipt. Where an item is included as part of a "Gift with Purchase" promotion and items from the order are returned for credit, the gift must also be returned. If the gift is not returned, the RRP of the gifted item will be deducted from the credit amount.