Returns & Exchanges Policy
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Personalised embroidery is made for one person, and many shops refuse returns on it for that reason. We do not. You can return or exchange any Stitchy Home piece within 60 days of delivery, for any reason, including sweatshirts, hoodies and caps stitched with a name, a pet or a photo portrait. This page explains the process step by step: what to send, how to send it, who pays the postage and what happens when your return reaches us. How the money comes back is covered separately in our Refund Policy.
Returns at a glance
- Return window: 60 days from the delivery date shown in tracking.
- What can come back: every product, personalised pieces included, for any reason.
- Return postage: free. We pay the return shipping on every return, including change-of-mind returns and size exchanges.
- Exchanges: a different size or garment colour of the same design, re-stitched for you.
- Restocking fees: none.
- Refunds: back on your original payment method within 7 days after your return is received and approved.
1. How the 60 days are counted
The 60 days start on the delivery date shown in your tracking, not on the order date and not on the day the proof was approved. You only need to contact us inside those 60 days; the parcel itself can reach us later. Once we approve your return, you have 14 days to send the item back. If the piece was a gift, the same 60 days apply from the date it was delivered to the recipient.
Example: a family set of four hoodies is delivered on 3 December and opened on Christmas morning. One hoodie is too small. You have until 1 February to tell us, and 14 days from our reply to post that hoodie back.
2. What we ask, depending on the reason
| Reason for the return | Condition we ask for | Photos needed | Return postage |
|---|---|---|---|
| Changed your mind, gift not wanted, colour not right for you | Unworn and unwashed, as it arrived | No | Free (we pay) |
| Wrong size for the wearer | Unworn and unwashed, tried on only | No | Free (we pay) |
| Spelling mistake that was not on the approved proof | Any condition | Yes, a close photo of the text | Free, usually no return needed |
| Stitching does not match the approved proof | Any condition | Yes, the embroidery and the proof side by side | Free, usually no return needed |
| Loose threads, puckering, holes or a faulty garment | Any condition | Yes, the fault close up | Free, usually no return needed |
| Damaged in transit or wrong item sent | Any condition | Yes, item, box and label | Free, usually no return needed |
“Unworn” means the piece has been tried on but not worn out, washed or altered, with no perfume, pet hair or deodorant marks. We ask this for change-of-mind returns because a returned personalised piece cannot be sold to someone else; it is recycled or donated, and we want that to remain possible. If an item arrives back worn or washed after a change-of-mind return, we contact you before deciding anything, as explained in the Refund Policy.
3. Starting a return or exchange
- Email support@stitchyhome.com or submit a ticket. Include your order number, which pieces you want to return, the reason, and whether you want an exchange or a refund.
- If the reason is a fault, a mistake or damage, attach clear photos as listed in the table above. Natural daylight and a close-up of the stitching help us decide quickly.
- We reply within 1 business day with a return authorisation and the return instructions. Because we pay the return postage, the reply includes a prepaid return label or tells you how we reimburse the postage you pay.
- Pack the piece securely, write your order number on a slip of paper inside, and send it within 14 days using the label or a tracked service. Keep the tracking receipt until your return is complete.
Please do not post anything back without contacting us first. A parcel without an authorisation can take much longer to match to your order.
4. Return postage: always on us
We pay the return postage on every return, whatever the reason. If we send you a prepaid label, use it and you pay nothing. If a label cannot be generated for your location, send the parcel with a tracked service and send us the receipt; we reimburse the reasonable cost of tracked postage to your original payment method together with your refund, or straight away if you are exchanging. We never deduct return postage or restocking fees from a refund.
5. Exchanges for size or colour
Because every piece is embroidered to order, an exchange is a new piece stitched with the same design in the size or garment colour you need. You do not have to wait for the first piece to reach us before we start: once we approve the exchange, we stitch the replacement within 1-3 business days and ship it free with tracking. If you want to change the design itself, for example a different name or thread colour, we treat it as a return and a new order, and we refund or charge only the difference in price.
If the garment colour or size you want is no longer available, we suggest the nearest alternative, and if none suits you we refund the original piece in full.
Choosing the right size for the exchange
Before you ask for a new size, compare the returned piece with a sweatshirt or hoodie the wearer already likes, using the steps on our Size Guide. Most exchanges are one size up for a relaxed fit or one size down for a neater fit. Caps are one size with an adjustable back, so cap exchanges are almost always about colour.
6. Mistakes, faults and damage
If something is our fault, you should not have to do the work of fixing it. Tell us within 60 days of delivery and send the photos. In most cases you keep or recycle the faulty piece and we send a corrected replacement free of charge, or refund the full amount including the original shipping, whichever you prefer. If we need the piece back to look at it, we send a prepaid label.
A note on spelling: the stitch proof exists so that names, dates and dedications are checked before the needle starts. If a misspelling appears on the finished piece but not on the proof you approved, it is our mistake and we replace it free. If the misspelling was on the approved proof, the piece can still come back under the normal 60-day return like any other change of mind, with free return postage, and we stitch a new one as a new order.
7. What happens when your return arrives
We inspect returns within 2 business days of arrival and email you the result. For an exchange, the replacement ships as described in section 5. For a refund, the money reaches your original payment method within 7 days after the return is received and approved. Our Refund Policy explains the amounts in each situation.
8. Gift returns
If you received a Stitchy Home piece as a gift, you can arrange the return yourself with the order number from the packing slip. You can choose an exchange, or store credit in your own name, and we do not tell the buyer the value of the credit. A refund to money always goes back to the payment method used for the order, which belongs to the buyer; we let the buyer know only that a refund was issued.
9. Orders that have not shipped yet
If your order has not been stitched or shipped, you do not need a return at all. Within 24 hours of ordering you can cancel, or change the size, colour, text or shipping address, as described in Cancel or Change an Order. After that we still try to help until the order leaves us.
10. Returns from Canada, Australia and New Zealand
International returns follow exactly the same rules: 60 days, free return postage, and a refund within 7 days after the return is received and approved. Mark the parcel as a returned item rather than a gift or a sale, so the return is not charged duties on the way back. Import duties or taxes paid by the recipient when the order first arrived are set by the destination country and are not collected by us; some countries let you reclaim them when goods are exported again, and your local customs authority can explain how.
11. Returning part of a matching set
Family and couple sets are ordered together but can be returned piece by piece. If one hoodie in a set of five is the wrong size, only that hoodie comes back, and only that hoodie is exchanged or refunded; the other four stay with you at the price you paid. If you return a whole set, every piece follows the same 60-day rule. When a set was bought with a set discount, the refund for a single returned piece is the price actually paid for that piece, shown on your order confirmation, so you are never charged more for keeping the rest.
12. Store credit instead of a refund
Some customers prefer to put the value of a return towards a different design, for example swapping a sweatshirt for a cap and a hoodie. If you choose store credit, we issue it as soon as the return is approved, without waiting for the refund to travel through the payment system, and it covers the full price you paid for the returned piece. Store credit does not expire. You can always change your mind and take a refund to your original payment method instead, as long as the credit has not been used.
13. Return timeline
| Step | Who | Time |
|---|---|---|
| You ask for a return or exchange | You | Within 60 days of delivery |
| Return authorisation and postage instructions | Stitchy Home | Within 1 business day |
| You send the piece back (when a return is needed) | You | Within 14 days of our approval |
| Inspection after the parcel arrives | Stitchy Home | Within 2 business days |
| Exchange stitched and shipped | Stitchy Home | 1-3 business days after approval |
| Refund reaches your payment method | Stitchy Home and your bank | Within 7 days after the return is received and approved |
14. Caring for a piece you are keeping
Most “is this faulty?” questions turn out to be about washing. Turn embroidered garments inside out, wash cold on a gentle cycle, skip bleach and fabric softener, and dry flat or on low heat. Never iron directly on the stitching; press from the reverse side with a cloth between. If a piece still loses shape or the thread pulls within 60 days of delivery after normal care, write to us under section 6.
15. Need help with a return?
Email support@stitchyhome.com with your order number and we reply within 1 business day. You can also read our FAQs, check delivery details on Shipping & Delivery, or visit the Help Center.