Refund policy

Last updated: July 26, 2026

We offer a 30-day return policy. You have 30 days after your order is delivered to request a return.

Return eligibility

To qualify for a return under our voluntary 30-day return policy, an item must be:

unused and in its original condition;
complete with all components, materials, accessories and instructions;
returned in its original packaging, where reasonably possible;
accompanied by the order number or other proof of purchase.

Embroidery kits, needlepoint kits, cross-stitch kits and other craft products must not have been started, stitched, assembled, cut, marked or otherwise used. Materials such as beads, threads, yarn, canvas and accessories must be complete and unused.

Opening a package solely to inspect its contents does not automatically make an item ineligible, provided the item remains complete, unused and in resalable condition. Statutory consumer rights, including rights applicable to customers in the European Union, are not limited by this voluntary return policy.

Requesting a return

To request a return, contact us at contact@stitchery.shop and include:

your order number;
the item you would like to return;
the reason for the return;
photographs, when the item is damaged, defective, incomplete or incorrect.

Do not send an item back before receiving return authorization and instructions from us.

Approved returns may need to be sent to a return address in Virginia, United States, or Ukraine, depending on the item and the location from which it was fulfilled. The correct return address will be provided after your request is approved.

Items sent without prior authorization, or sent to an address other than the approved return address, might not be accepted.

Return shipping

For returns made because you changed your mind, ordered the wrong item or no longer want the item, you are responsible for return shipping and packaging costs.

We recommend using a trackable shipping service. We are not responsible for return packages that are lost or damaged before they reach the approved return address.

When an item is defective, damaged in transit, incomplete or different from what was ordered, we will provide an appropriate solution and cover reasonable return shipping costs when a return is required.

Original shipping charges are not refundable for voluntary returns, except where required by applicable law or when the return results from our error.

We do not charge a restocking fee.

Damaged, defective, incomplete or incorrect orders

Please inspect your order after delivery and contact us as soon as possible if:

an item arrived damaged;
an item is defective;
components or materials are missing;
you received the wrong item.

Please include your order number and clear photographs of the item, packaging and shipping label when applicable.

Depending on the circumstances, we may provide missing materials, replace the item, offer another appropriate remedy or issue a refund. Nothing in this section limits any statutory rights that apply to defective or non-conforming goods.

Non-returnable items

The following items cannot be returned under our voluntary return policy:

custom-made or personalized products;
digital products after delivery or download, where applicable;
gift cards;
items clearly marked as final sale;
craft kits or materials that have been started, stitched, assembled, cut, marked, used or returned incomplete.

Exchanges

The fastest way to receive a different item is to request a return for the original item and place a separate order after the return has been accepted.

When appropriate, we may also arrange a direct replacement for an item that arrived damaged, defective, incomplete or incorrect.

European Union right of withdrawal

Customers purchasing products for delivery to the European Union may have a statutory right to withdraw from an online purchase without giving a reason.

You must notify us of your decision to withdraw within 14 days after the last item in the order is delivered. You may submit the request through the electronic withdrawal or return function available through your customer account or order page, or by contacting contact@stitchery.shop.

After notifying us, you must return the goods in accordance with the provided instructions and within the period required by applicable law.

You are responsible for the direct cost of returning goods when exercising the right of withdrawal, unless:

the goods are defective, damaged, incomplete or incorrect;
we agree to cover the cost; or
applicable law requires otherwise.

You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. A deduction may be made for diminished value caused by handling beyond what would reasonably be permitted in a physical store.

For an eligible withdrawal, we will refund the purchase price and the cost of the least expensive standard delivery option offered for the order. Additional costs for expedited or premium delivery are not refundable unless required by law.

The statutory right of withdrawal might not apply to certain products, including goods made to the customer’s specifications or clearly personalized.

Nothing in this policy limits any mandatory consumer rights or legal guarantees applicable in the customer’s country.

Refunds

We will notify you after we receive and inspect your return and confirm whether the refund has been approved.

For voluntary returns, approved refunds generally include the returned item price and applicable taxes. Original shipping charges are not refundable except where stated in this policy or required by applicable law.

Approved refunds are issued to the original payment method. After we issue the refund, your bank, card provider or payment service might require additional time to process and post it.

For returns outside a statutory withdrawal process, please allow up to 10 business days after refund approval for us to issue the refund. If more than 15 business days have passed since we approved your refund, contact us at contact@stitchery.shop.

Where mandatory law provides a different refund deadline, the legally required deadline applies. For an EU statutory withdrawal, we may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, as permitted by applicable law.

Contact

Questions about returns or refunds can be sent to:

Stitchery Shop
Email: contact@stitchery.shop