Refund policy

Return & Refund Policy

We hope you are happy with your purchase from Zoe’s Stitchery Co. However, if you change your mind, we offer a 28-day return period, meaning you have 28 days from the date your order is delivered to request a return.

To request a return, please contact us at hello@zoesstitcheryco.com before sending any items back.

Change of mind returns

To be eligible for a change-of-mind return, your item should be returned in the same condition in which you received it and, where applicable, in its original packaging. You are responsible for taking reasonable care of the item while its in your possession.

Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning the item.

We recommend using a tracked postal service when returning an item, as we cannot be responsible for items that are lost on their way back to us.

Damaged, faulty or incorrect items

Please check your order when it arrives and contact us as soon as possible if an item is faulty, damaged, incorrect or not as described.

Please email hello@zoesstitcheryco.com with your order details and, where appropriate, photographs of the issue so that we can help resolve it.

Nothing in this policy affects your statutory rights.

Personalised & custom-made items

We are unable to accept change-of-mind returns on goods that have been made to your specifications or clearly personalised.

Please ensure that all names, spellings, sizes and other personalisation details are correct before placing your order.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Digital products

Due to the nature of digital products and instant downloads, different cancellation rules may apply once downloading or access to the digital content has begun.

Where applicable, customers will be asked to consent to receiving digital content during the cancellation period and acknowledge that their right to cancel may be lost once supply of the digital content begins.

This does not affect your statutory rights where digital content is faulty or not as described.

Exchanges

If you would like a different item, please contact us first. Where a return is accepted, the easiest option may be to return the original item and place a new order for the item you would prefer.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

Approved refunds will be made to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Original standard delivery charges will be refunded where required by law. Any additional amount paid for an upgraded or express delivery service may not be refundable.

Contact us

If you have any questions about a return or refund, please contact:

Zoe’s Stitchery Co
Email: hello@zoesstitcheryco.com