Refund policy
At Stitchd, every personalised piece is made especially for you. Because of the bespoke nature of our products, please read this Returns Policy carefully before placing an order.
Personalised Products
All personalised and customised products are made to your specifications and are therefore non-returnable, non-refundable and non-exchangeable, unless the item arrives damaged, faulty, or incorrect.
Before adding a personalised item to your basket, you will be required to review and approve your design using our personalisation preview tool and acknowledge that personalised items cannot be returned once your order has been placed.
Please note that the preview displayed on our website is a digital representation intended to provide a close approximation of the final product. Due to the handcrafted nature of embroidery, slight variations in thread placement, scale, colour appearance, embroidery density, and positioning may occur and shall not be considered defects.
By placing an order for a personalised product, you acknowledge and accept these variations.
Non-Personalised Products
If you are not satisfied with your purchase of a non-personalised product, returns are accepted within fourteen (14) days of delivery, provided the item is returned in its original, unused condition with all original packaging and tags intact.
To request a return, please email us at howdy@stitchdit.com and clearly state your order number and reason for return.
Returns requested outside of the fourteen (14) day period will not be accepted.
Product Care & Wear
Our products are crafted from textile materials and are intended for normal personal use.
As our pouches are made from soft waffle fabric and embroidered embellishments, slight movement of the weave, natural softening of the fabric, and signs of wear may occur over time through regular use. This forms part of the natural character of the product and is not considered a defect.
Due to the nature of fabric, embroidery and personalised embellishments, signs of wear may develop over time, including but not limited to fading, fraying, stretching, staining, pilling, thread movement, snagging, embroidery wear, fabric distortion, or general deterioration resulting from use.
Such wear is considered normal and does not constitute a manufacturing fault.
We will only replace or refund products where a genuine manufacturing defect is identified. Any claim relating to a manufacturing defect must be submitted within thirty (30) days of delivery together with photographs and a description of the issue.
Damage resulting from misuse, accidents, improper storage, washing, exposure to moisture, cosmetics, liquids, oils, sharp objects, excessive weight, pets, children, travel-related wear, or normal wear and tear is not covered by this policy.
Sale Items
Any item purchased during a sale, promotion, clearance event, or marked as FINAL SALE is non-returnable, non-refundable and non-exchangeable.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or you receive an incorrect item, please contact us at howdy@stitchdit.com within forty-eight (48) hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We reserve the right to request additional information before approving a replacement or refund.
Refund Process
Approved refunds will be processed to the original payment method used when placing the order.
Please allow up to 7–10 working days from receipt of the returned item for your return to be inspected and processed. Once approved, you will receive a confirmation email. Depending on your payment provider, it may take an additional 5–10 working days for the funds to appear in your account.
Original shipping charges, duties, taxes, customs fees and handling fees are non-refundable unless the return is due to an error on our part.
Refunds will be made only via the original mode of payment.
Exchanges
We do not currently offer exchanges.
If you wish to replace a non-personalised item, please return it in accordance with this Returns Policy and place a new order.
Personalised products are not eligible for exchange.
International Returns
Eligible non-personalised products may be returned by post from outside the UAE.
Items must be returned unused, in their original condition, and with all original packaging and tags attached.
When returning goods internationally, customers must clearly mark the shipment as "RETURNED GOODS". Failure to do so may result in customs charges being applied.
If customs duties, taxes or clearance charges are levied on a return shipment, Stitchd reserves the right to refuse the parcel. Any parcel refused due to customs charges will be returned to the sender at the sender's expense.
Customers are responsible for arranging and paying for return shipping unless the item is faulty, damaged, or incorrect.
Inspection of Returns
All returned items are inspected upon receipt.
We reserve the right to refuse a return or reduce any refund where:
- The item shows signs of use, wear, washing or damage;
- Tags or original packaging are missing;
- The item is returned outside the permitted return period;
- The item has been personalised or customised;
- The return does not comply with this Returns Policy.
Return Address
STITCHD
Grand Stores LLC
Office No. 1, Logistic Facility
Plot No. 598-1110, DIP 1
Dubai Investment Park 1
Dubai, United Arab Emirates
Contact Email: howdy@stitchdit.com
Important
We strongly recommend using a tracked and insured delivery service when returning any item. Stitchd cannot accept responsibility for parcels lost or damaged in transit. Returned goods remain the customer's responsibility until safely received by us.
By placing an order with Stitchd, you acknowledge and agree to this Returns Policy.