🔁 Return & Refund Policy

Last updated: August 27, 2025

At Stitch a Story, each item is crafted with care and personalized just for you. Because of the customized nature of our products, please review this policy before placing your order.

1) Personalized Orders — Final Sale

• All personalized / made-to-order items are final sale once production begins.
• Please double-check all personalization details (spelling, dates, photo uploads) before checkout.

2) Order Changes & Cancellations (2-Hour Window)

• You may edit or cancel within 2 hours of purchase.
• Email inquirysas@yahoo.com with subject line: “Cancel Order #1234”.
• After 2 hours, production generally begins and we cannot cancel or change personalized items.

3) Defects or Damage on Arrival

• If we made a mistake (e.g., engraving/embroidery error) or your item arrives damaged, contact us within 7 days of delivery at inquirysas@yahoo.com with:

                 - Order number

                 - Photos of the item, packaging, and any damage

• We will repair, replace, or refund (at our discretion). For approved claims:

                 - U.S.: we’ll provide a prepaid return label if a return is required.

                 - International: we may remake or refund without a return if shipping back                        isn’t practical.

• Color/appearance note: Minor variations in screen color, line-art interpretation from photos, or natural material finish are normal and not considered defects.

4) Errors in Customization (Customer-Provided Details)

• We produce exactly from the details you provide. Spelling/date mistakes or low-quality uploads supplied by the customer are not eligible for refunds once production begins.
• If you notice an error, email us within the 2-hour window so we can update the order before it enters production.

5) Lost, Stolen, or Delayed Packages

• Once an order leaves our studio, delivery is handled by the carrier. We are not responsible for delays, loss, theft, or scans marked “delivered.”
• Please contact the carrier first with your tracking number to open a trace/claim. We’re happy to assist with information for the claim: inquirysas@yahoo.com.
• If an order is returned to us due to an incorrect or incomplete address, reshipment fees will apply.

6) International Orders (Duties/Returns)

• International customers are responsible for duties, VAT, and import taxes collected by local customs or the carrier. These charges are not refundable by us.
• Refused or unclaimed parcels may be returned or abandoned per carrier rules; reship fees may apply if you request a reshipment.
• Address must be provided in English characters and include a local phone number.

7) Non-Personalized Items (If Offered)

• If we offer non-personalized items in the future, they may be eligible for return within 14 days of delivery in new, unused condition with original packaging (shipping costs non-refundable). For now, our catalog is primarily personalized/final-sale.

8) Refund Method & Timing

• Approved refunds are issued to the original payment method only.
• Banks/gateways typically post refunds within 5–10 business days after we process them.
• Shipping fees, rush upgrades, and international duties/taxes are not refundable, unless required by law.

9) How to Start a Request

Email inquirysas@yahoo.com with your Order #, full name, and photos (if applicable).
Subjects that help us route quickly:

• “Cancel Order #1234” (within 2 hours)
• “Order #1234 — Defect/Damage”
• “Order #1234 — Lost in Transit”