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\nThis page explains how paying for a Stitchy Home order works: where you see the payment options available to you, when your payment method is charged for an embroidered-to-order piece, which currency we use, how your payment details are protected, and what to do if a payment does not go through. The payment options for your order are always shown at checkout, before you pay, and only options that are working at that moment appear there.
\nAfter you add your sweatshirt, hoodie or cap to the cart and enter your shipping address, the checkout shows the payment options available for your order. The list is generated by the checkout itself from the payment services that are switched on and connected, so it is always current. If you are viewing this page before ordering and want to know whether a particular option will be offered, email support@stitchyhome.com and we will tell you exactly what is available right now.
\nWe deliberately do not display payment logos on the site unless the matching payment option is live at checkout. A logo in a footer is a promise, and we only make promises the checkout can keep.
\nWe do not take payment by email, by text message, over social media, in gift cards sent by message, by cryptocurrency, or by direct bank transfer to a personal account. Nobody from Stitchy Home will ever ask you to pay that way, even to “speed up” an order or to “release” a refund. If anyone does, it is not us; forward the message to support@stitchyhome.com.
\nEvery price on stitchyhome.com is in US dollars. The checkout total includes the garment, the embroidery described on the product page, any extra placement or portrait option you selected, and shipping, which is free to the United States, Canada, Australia and New Zealand. Our checkout does not currently add a separate sales-tax line.
\nIf you pay with a card or account in another currency, such as Canadian, Australian or New Zealand dollars, your bank or payment provider converts the amount and may charge a foreign transaction fee. That rate and any fee are set by them, not by us, and appear on your statement rather than at our checkout. Import duties or taxes that Canada, Australia or New Zealand may charge on arrival are paid by the recipient to the carrier or customs authority and are not part of our checkout.
\nYour payment method is charged when you place the order. Because every piece is embroidered to order, the steps after payment are: we email a stitch proof, you approve it, we stitch within 1-3 business days, and the parcel ships. If you cancel within 24 hours of ordering, before stitching, the full amount is refunded within 7 days. If we cannot make a piece, for example because a photo cannot be turned into a portrait and no better photo is available, we refund that piece in full within 7 days.
\n| Moment | \nWhat happens to your money | \n
|---|---|
| You place the order | \nThe order total is charged to the payment method you chose at checkout | \n
| You ask for a design change before stitching | \nNo new charge, unless you add an option; any price difference is shown to you first | \n
| You cancel within 24 hours, before stitching | \nFull refund, back within 7 days of our confirmation | \n
| We cannot make a piece | \nFull refund of that piece, back within 7 days | \n
| You return a piece within 60 days | \nRefund of the price paid, back within 7 days after the return is received and approved; we pay the return postage | \n
| Our mistake, a fault or transit damage | \nFree replacement, or full refund within 7 days of approving your photos | \n
The whole of stitchyhome.com is served over an encrypted HTTPS connection, shown by the padlock in your browser’s address bar. When you pay, your payment details go to the payment provider shown at checkout, which processes them under its own security standards. Stitchy Home never receives or stores your full card number or security code; we only receive confirmation that the payment succeeded and, for cards, limited details such as the card type and last four digits so that you and we can recognise the transaction later.
\nYour bank may ask you to confirm a payment with an extra step, such as a code sent to your phone or a confirmation in your banking app. This is your bank’s security check, and completing it is normal.
\nA payment can be declined when the billing details do not match those held by your bank, the card has expired, there are insufficient funds, the bank’s security check was not completed, or the bank flags an unfamiliar online purchase. Check the details, try again, try another of the options shown at checkout, or call the number on the back of your card. An order is only created when a payment succeeds, so a declined attempt will not leave you with a stray order to cancel.
\nIf your bank shows a pending amount for a declined attempt, it is usually an authorisation hold that your bank releases on its own within a few days. If the same order is charged twice, send us both transaction references and the duplicate is refunded within 7 days of confirmation.
\nTo protect customers from fraud, we may occasionally ask you to confirm an order before we prepare the proof, for example when the billing and shipping countries differ or when several large orders arrive from the same card in a short time. We ask by email and only for information that helps confirm the order is genuine, never for your card number or passwords. If an order cannot be verified, we cancel it and refund it in full within 7 days.
\nIf you have a valid discount code, enter it in the coupon field at checkout before you pay; the reduced total is shown before you confirm. Codes cannot be added after the order is placed. Store credit from a return or an exchange is applied by our support team; email us before you order and we will apply it, or tell you how to use it at checkout. Store credit is tied to your email address and cannot be exchanged for cash, but it can be refunded to the original payment method instead if you change your mind before using it.
\nYou can pay for an order and ship it to someone else. The parcel does not include prices. If the recipient later returns the piece, a refund to money goes to the payment method you used; the recipient can choose an exchange or store credit in their own name instead, and we do not tell them what you paid.
\nA family or couple set is paid in one checkout, but each piece is listed separately on your order confirmation with its own price. That itemised price is what is refunded if one piece comes back, so you can always see what a single return is worth. If you add a piece to a set after ordering, we send a separate payment link through the checkout for that piece only, after telling you the price.
\nEvery approved refund goes back to the same payment method used at checkout and reaches it within 7 days of approval. Approval means the return was received and inspected, a photo claim was accepted, or a cancellation was confirmed. We never charge a fee to issue a refund. If a refund has not appeared after 7 days, reply to our approval email and we send the transaction reference so your bank can trace it. Full details are in our Refund Policy.
\nNo. Payment is taken when the order is placed, and the proof follows. You are protected because you can cancel within 24 hours for a full refund, and you can return any finished piece within 60 days of delivery.
\nCheckout takes one payment method per order. If two people are sharing the cost of a family set, the easiest route is two separate orders, which we can stitch and ship together if you tell us.
\nIf your card is in a currency other than US dollars, your bank converts the charge and may add a foreign transaction fee. The amount we charged is the US dollar total on your order confirmation.
\nWe do not store card numbers. If the payment provider at checkout offers to remember your details, that is held by the provider under its own terms, not by us.
\nYour order confirmation email is your receipt: it lists each piece, its price, the shipping line and the total in US dollars. If you need a copy with a business name or a different billing address on it, email us with the order number and the details to show, and we send an updated copy by email.
\nNothing changes. The amount you paid stays the same through every round of proof changes, unless you add a paid option, in which case we tell you the difference and only charge it after you agree.
\nQuestions about a payment? Email support@stitchyhome.com with your order number, or submit a ticket, and we reply within 1 business day. Related pages: Privacy Policy, Terms of Service and FAQs.
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