Terms of Service

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These Terms of Service (“Terms”) are the agreement between you and Stitchy Home, of 4810 W Gary Way, Laveen AZ 85339, United States (“Stitchy Home”, “we”, “us”), for the use of stitchyhome.com and for every order placed on it. They cover how orders are formed, how personalised designs and proofs work, prices and payment, shipping, returns, the content you send us for embroidery, intellectual property, liability and how disputes are handled. Please read them before you order. Nothing in these Terms takes away rights you have under consumer protection laws that cannot be excluded by contract, wherever you live.

The short version

  • Every piece is embroidered to order from the text, photo and choices you give us, and you approve a stitch proof before we stitch it.
  • Prices are in US dollars; shipping to the United States, Canada, Australia and New Zealand is free.
  • Any piece, personalised or not, can be returned within 60 days of delivery, and we pay the return postage; approved refunds reach you within 7 days.
  • You must have the right to use the names, photos and words you send us, and we may decline designs that copy someone else’s brand or artwork.
  • These Terms are governed by the laws of the State of Arizona, without limiting the consumer protection law of the place where you live.

1. Who can use the site

You may browse the site and place orders for your own personal use or as gifts. To place an order you must be old enough to make a binding contract where you live, or have the permission of a parent or guardian who accepts these Terms for you. If you create an account, you are responsible for keeping your login details private and for activity under your account; tell us straight away if you think someone else has used it.

Orders for resale, bulk team or corporate orders, and wholesale enquiries are not covered by these Terms; please contact us first so we can agree terms in writing. The same applies if you want us to stitch onto a garment you supply yourself: we only embroider the blanks sold on the site, because we cannot vouch for how other fabrics, linings or seams will take the needle.

2. What we sell

Stitchy Home sells sweatshirts, hoodies and caps embroidered with personalisation you choose: names, initials, dates, short phrases, family rosters, and pet or photo portraits redrawn from pictures you upload. Each product page describes the garment, the colours and sizes available, the placements a design can take and the personalisation options. Product photos and illustrations show how a style of design looks; your finished piece will carry your own text or portrait, so it will differ from the photo in those details.

2.1 Colours and screens

Garment colours and thread colours are shown as accurately as a screen allows, but every screen displays colour slightly differently, and thread has a sheen that photographs differently from fabric. Small differences between the colour on your screen and the colour in your hand are not a defect. A clear mismatch, for example a navy thread where you chose red, is our mistake and is covered by section 8.

2.2 The nature of embroidery

Embroidery is made of thread stitched through fabric, so it has texture, a slightly raised surface and a soft backing on the inside of the garment behind the design. Very fine details of a photo, such as individual hairs, small text under a certain size or soft colour gradients, are simplified when a picture is turned into stitches. The stitch proof shows you how we have simplified your design before anything is made.

3. How an order is formed

  1. Your offer. When you place an order and pay, you make an offer to buy the products in your cart with the personalisation you entered.
  2. Order confirmation. We send an email confirming that we have received your order. This confirms receipt; it is not yet our acceptance of a personalised design.
  3. Stitch proof. For personalised products we prepare a proof showing the design on the garment and email it to you. You may approve it, ask for changes, or cancel.
  4. Acceptance. The contract for a personalised piece is formed when you approve the proof and we begin stitching. For any product that needs no proof, it is formed when we send the shipping confirmation.

If we cannot accept an order, for example because a garment is no longer available, a photo cannot produce a usable portrait, a payment cannot be verified, the delivery address is outside the countries we ship to, or a design breaks section 6, we tell you and refund any payment in full within 7 days.

4. Proofs and your approval

The proof exists so that you, not us, have the final word on what is stitched. When you approve a proof you confirm that the spelling, punctuation, dates, numbers, font, thread colours, size and placement are as you want them. We check every proof carefully, but we cannot know the correct spelling of a name or the date of an anniversary, so please read the proof closely, preferably on a large screen.

  • You may ask for changes to a proof as many times as you need before approving it.
  • If you do not respond to a proof, we send a reminder; the order waits until you reply, and stitching time does not start until approval.
  • If a proof waits for a reply for 30 days after our reminder, we may cancel that piece and refund it in full.
  • If the finished piece does not match the approved proof, it is our mistake and section 8 applies.
  • If the finished piece matches the approved proof but you would rather not keep it, you can still return it within 60 days under our returns policy.

5. Prices, payment and taxes

5.1 Prices

Prices are shown in US dollars and include the embroidery described on the product page. Additional placements or portrait options, where offered, show their price before you add them. Prices may change at any time, but a change never affects an order you have already placed. If a product is shown at an obviously wrong price because of an error, we contact you before stitching and either correct the order with your agreement or cancel it with a full refund.

5.2 Payment

You agree to pay the total shown at checkout using one of the payment options offered there. Payments are processed by the payment provider shown at checkout; we do not receive or store full card numbers. Your payment method is charged when you place the order. If a payment is reversed or charged back without a valid reason after the order has been made, we may suspend further orders until the matter is resolved. See Payment Methods for details.

5.3 Taxes and import charges

Our checkout does not currently add a separate sales-tax line. Orders delivered to Canada, Australia or New Zealand may be charged import duties or taxes by the destination country on arrival; these are not included in our prices and are payable by the recipient to the carrier or customs authority.

5.4 Discount codes and promotions

Discount codes and promotions apply only as stated in their own terms, have no cash value, and normally cannot be combined unless the terms say so. We may end a promotion at any time, but ending it never changes the price of an order already placed. A refund for a discounted order is the amount actually paid, as explained in our Refund Policy.

6. Content you send us

To personalise a piece you send us text and sometimes photos (“your content”). You keep all rights in your content. By sending it, you give Stitchy Home a limited licence to use it only to prepare the proof, stitch your order, handle returns and re-stitches, and keep the records described in our Privacy Policy. We do not use your content for marketing without your separate, explicit permission.

You promise that:

  • you own your content or have permission to use it, including permission from the people shown in a photo, or from a child’s parent or guardian;
  • your content does not copy trademarks, logos, characters, artwork or designs that belong to someone else, such as sports teams, brands, film or cartoon characters, or band names;
  • your content is not hateful, harassing, sexually explicit, threatening, defamatory or unlawful, and does not reveal someone else’s private information without their consent.

We may decline to stitch content that breaks these rules. When that happens we explain why, suggest an original alternative where possible, and refund the piece in full if you do not want to change it. Our Intellectual Property Policy explains how we handle designs that may infringe someone’s rights.

7. Shipping and risk

We ship to the United States, Canada, Australia and New Zealand, free of charge, from the USA. Stitching and dispatch take 1-3 business days after proof approval, and carrier transit takes 7-14 business days; these are estimates, not guaranteed delivery dates. Full details are on our Shipping & Delivery page. We are responsible for your order until it is delivered to the address you gave us. If a parcel is lost in transit or arrives damaged, we replace it or refund it as that page describes. Please check your shipping address carefully; if a parcel cannot be delivered because the address you gave was incomplete or wrong, we will reship it once the address is corrected, and we will tell you before doing so if the carrier charges us for the return.

8. Mistakes, faults and our responsibility for quality

If a finished piece does not match the proof you approved, contains a spelling error that was not on the proof, has faulty stitching, is a faulty garment, or arrives damaged, tell us within 60 days of delivery with photos. We will stitch a replacement free of charge or refund you in full, including any shipping you paid, as you prefer. In most cases you will not need to send the faulty piece back. This does not limit any legal guarantees or warranties you have under the law of the place where you live.

9. Cancellations, returns and refunds

You can cancel or change an order free of charge within 24 hours of placing it, provided it has not been stitched or shipped, as set out in Cancel or Change an Order. You can return any product, including personalised pieces, within 60 days of delivery for any reason, and we pay the return postage, as set out in our Returns & Exchanges Policy. Approved refunds reach your original payment method within 7 days after the return is received and approved, as set out in our Refund Policy. These three policies form part of these Terms. Where they give you more than these Terms, they apply.

10. Care of embroidered pieces

Embroidered garments last longest when washed inside out, in cold water, on a gentle cycle, without bleach or fabric softener, dried flat or on low heat, and never ironed directly on the stitching. Damage caused by washing at high temperatures, bleach, ironing over the embroidery or other use contrary to the care instructions is not a manufacturing fault, but please contact us anyway; we always look at the photos before deciding.

11. Reviews and other content you post

If the site offers product reviews, a review must describe your own genuine experience, must not include other people’s personal information, and must follow the content rules in section 6. By posting a review you give us a non-exclusive, royalty-free licence to display it on the site with your chosen display name. We do not edit reviews to change their meaning, we do not pay for positive reviews, and we may remove a review that breaks these rules. Photos you include in a review are shown only if you uploaded them with the review yourself.

12. Our intellectual property

The Stitchy Home name and logo, the site’s text, layout, graphics and photography, and the embroidery files we create from your designs belong to Stitchy Home or its licensors and are protected by intellectual property laws. You may view, print and share links to our pages for personal, non-commercial purposes. You may not copy, resell or republish our content, product photos or product descriptions, or use our name or logo in a way that suggests a connection with us. The piece we stitch for you is yours to keep, wear and give; the embroidery file used to make it remains ours and is not supplied with the order. More detail is in our Intellectual Property Policy and our DMCA page.

13. Acceptable use of the site

You must not misuse the site. In particular you must not attempt to gain unauthorised access to it or to other customers’ information, interfere with its operation, upload malicious code, scrape it with automated tools other than ordinary search engine crawling, place orders with someone else’s payment details, or use the site for anything unlawful. We may suspend access or cancel orders connected with misuse, and refund any payment that was genuinely made.

14. Availability of the site

We work to keep the site available and accurate, but we do not promise that it will always be available, uninterrupted or free of errors. We may change, suspend or withdraw parts of the site, update product ranges and change these Terms. A change to the site never affects an order you have already placed.

15. Limitation of liability

To the extent the law allows, Stitchy Home is not liable for indirect or consequential losses, such as loss of opportunity or emotional distress caused by a delivery that missed a date, and our total liability for any order is limited to the amount you paid for that order. These limits do not apply to liability that cannot be limited by law, such as liability for death or personal injury caused by negligence, for fraud, or under consumer guarantees that cannot be excluded, and they do not affect your statutory rights as a consumer in the place where you live.

Because delivery dates are estimates, we are not liable for a parcel that arrives after a particular event, but you remain entitled to the returns and refunds described in our policies, and to the lost-parcel promise on our shipping page.

16. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, natural disasters, carrier strikes, customs inspections, power or internet outages, or public health measures. If such an event affects your order we will tell you, keep you updated, and give you the choice of waiting or cancelling for a full refund of any piece not yet stitched.

17. Indemnity for content

If you send us content that you did not have the right to use, and a third party brings a claim against Stitchy Home because we stitched it, you agree to cover the reasonable costs that claim causes us, to the extent the law allows. This does not apply where we added the infringing element ourselves, or where you are a consumer and the law where you live does not permit such a term.

18. Governing law and disputes

These Terms and any order are governed by the laws of the State of Arizona, United States, without regard to its conflict-of-law rules. If you are a consumer, you also keep the protection of the mandatory laws of the country, state or province where you live, and you may bring proceedings in the courts there where those laws allow. If you have a problem, please contact us first: most issues are resolved within a few emails. If we cannot agree, either of us may take the matter to a court with jurisdiction.

19. Gift orders and orders for other people

You may order for someone else and have the piece delivered to them. You remain the customer: the contract is between you and us, refunds to money go to your payment method, and you are responsible for the accuracy of the recipient’s details and the content stitched for them. The recipient may contact us about the delivery or ask for an exchange or store credit in their own name under our returns policy; we will not disclose the price you paid. If you order something that names or shows another person, you confirm they would be happy to receive it, or that you have their permission where the law requires it.

20. Matching sets and multi-piece orders

A matching set is sold as several individual pieces stitched together. Each piece is a separate item for the purposes of proofs, faults, returns and refunds, so a problem with one piece never forces you to return the whole set. Where a set price or set discount applies, the price of each piece within the set is the amount shown on your order confirmation. We aim to ship a set in one parcel, but we may ship finished pieces first if another piece needs extra time, without any extra shipping charge.

21. Electronic communications

By ordering, you agree that we may send you the emails needed to complete your order: the order confirmation, the stitch proof and reminders about it, the shipping confirmation and any messages about delays, returns or refunds. These are not marketing. You agree that these electronic messages satisfy any legal requirement for communications to be in writing. Marketing emails are sent only if you opt in and you can unsubscribe at any time.

22. Links to other sites

The site may link to other websites, such as a carrier’s tracking page or a payment provider’s page. Those sites are run by other companies under their own terms and privacy policies. We are not responsible for their content, but if a problem with a carrier or payment provider affects your order, contact us and we will help.

23. Entire agreement

These Terms, together with the policies they refer to and the details of your order shown in your confirmation and approved proof, are the whole agreement between you and Stitchy Home about your order. They replace any earlier statements, except anything we have confirmed to you in writing by email about your specific order, which also forms part of the agreement.

24. Language, notices and severability

These Terms are written in English. We send notices about your order to the email address you used at checkout, and you can send notices to us at support@stitchyhome.com or by post to the address at the top of this page. If any part of these Terms is found to be invalid or unenforceable, the rest remains in effect. If we do not enforce a right immediately, we can still enforce it later.

25. Changes to these Terms

We may update these Terms from time to time, for example when we add a product or when the law changes. The version shown when you place an order applies to that order. The “Last updated” date shows the latest version. If a change materially affects an order that is still in progress, we tell you, and you may cancel any piece not yet stitched for a full refund.

26. Contact us

Questions about these Terms? Email support@stitchyhome.com or visit Contact Us. We reply within 1 business day. See also our Privacy Policy and FAQs.