Shipping policy

Last updated: July 26, 2026

Order processing

Orders are typically processed within 1 to 3 business days after you receive your order confirmation email.

Business days exclude weekends and public holidays. Processing times may be longer during holidays, periods of unusually high order volume or other exceptional circumstances.

If we are unable to ship your order within the stated processing time, we will contact you with an updated shipping date and provide the option to continue waiting or cancel the unshipped order for a refund.

Shipping origin and carrier

Unless otherwise stated on the product page, orders are shipped from Ukraine using UkrPoshta, Ukraine’s national postal operator.

International shipments may be transferred to the postal service or delivery partner in the destination country for final delivery.

We ship only to countries and regions that are available during checkout.

Shipping rates and delivery estimates

Shipping charges are calculated and displayed during checkout before you complete your purchase.

Processing time and delivery time are separate:

processing time is the time needed to prepare and dispatch your order;
delivery time begins after the package has been accepted by the carrier.

Any delivery estimate shown during checkout, in an order confirmation or in a shipping notification is an estimate rather than a guaranteed delivery date.

International delivery can be affected by customs processing, postal delays, weather, local carrier operations, public holidays and other circumstances outside our direct control.

Tracking

After your order has shipped, you will receive a shipping confirmation email containing the tracking number when tracking is available for the selected service.

Please allow up to 48 hours after receiving the shipping confirmation for tracking information to appear or update.

Tracking updates may be less frequent while an international shipment is moving between countries. The destination country’s postal service might provide additional tracking information after the shipment arrives in that country.

Customs, duties and import taxes

International orders may be subject to VAT, import taxes, customs duties, postal handling fees, brokerage fees or other charges imposed by the destination country.

When duties or import taxes are collected during checkout, they will be displayed as part of the order total.

When these charges are not collected during checkout, the recipient is responsible for paying any amounts required by customs authorities, postal operators or delivery carriers before or at delivery.

Stitchery Shop does not determine or control charges imposed by customs authorities or local carriers. Contact your local customs authority for information about charges that might apply to your order.

Customs processing may delay delivery. A delay caused by customs does not necessarily mean that a shipment is lost.

Shipping addresses

Please review your name, street address, apartment or unit number, city, region, postal code and country before submitting your order.

We will make reasonable efforts to update the address before fulfillment, but we cannot guarantee that an address can be changed after an order has been processed or transferred to the carrier.

We are not able to redirect a package after it has entered the international postal network.

Order cancellations

You may request cancellation before the order has been fulfilled.

Submit a cancellation request through your customer account or contact us immediately at contact@stitchery.shop.

A cancellation cannot be guaranteed after fulfillment has started or the package has been transferred to the carrier. After shipment, the order is subject to our Return and Refund Policy.

Delayed shipments

Tracking information might temporarily stop updating while a shipment is in international transit or customs processing.

tracking has not updated for an unusually long period;
the package is substantially beyond the delivery estimate;
tracking contains an address or delivery exception;
you need help interpreting the tracking information.

Include your name, order number and tracking number. We will review the available tracking information and, when appropriate, request an investigation from the postal operator.

A shipment is not considered lost solely because tracking has paused or the estimated delivery date has passed. If a shipment is confirmed lost, we will provide an appropriate replacement or refund.

Packages marked as delivered

When tracking shows that a package was delivered but you cannot locate it, please:

check the delivery location, mailbox and surrounding areas;
ask members of your household or neighbors whether they accepted it;
contact the local postal office or delivery carrier;
confirm that the shipping address in your order is correct.

Contact us promptly if the package still cannot be located. We will review the shipment information and assist with the available carrier investigation process.

Damaged shipments

Please inspect your order after delivery.

If the package or its contents arrived damaged, contact us promptly at contact@stitchery.shop and include:

your order number;
photographs of the item;
photographs of the outer and inner packaging;
a photograph of the shipping label.

Keep the item and all packaging until we confirm whether they are needed for a postal claim or return.

Returned, refused and unclaimed shipments

A package may be returned to us because of:

an incomplete or incorrect address;
failure to collect the package;
refusal of delivery;
failure to pay required customs duties, taxes or handling fees;
unsuccessful delivery attempts.

When a package is returned to us, we will contact you after it is received and reviewed.

Where permitted by applicable law, you may choose:

reshipment after paying the new shipping charge and any return-related carrier charges; or
a refund for eligible returned merchandise, less non-refundable original shipping and return-related carrier charges.

Personalized, used, incomplete or otherwise non-returnable products remain subject to our Return and Refund Policy.

Nothing in this section limits rights provided by applicable consumer law.

Contact

Questions about shipping can be sent to:

Stitchery Shop
Email: contact@stitchery.shop