Refund Policy
We understand that a smooth and seamless service is our utmost priority, Our range of yarn knit friends is designed to be your companion anywhere anytime.
Damages and issues
You must contact us within 7 days of your order being delivered. Each case will be reviewed individually but unfortunately, we cannot refund or exchange if the item has damaged after being used or washed. Please contact us if you have any questions.
In the event you have received a faulty item, please contact support@stitchesandfriends.com within 30 days of the item(s) arriving. Please include the following information:
- Your order number
- Which item is damaged
- A description of the problem
- Photographic evidence
Damaged and faulty items are handled on a case by case basis.
Non-returnable items
Unfortunately, we do not offer refunds or exchanges for change of mind. We check all items before being sent, but if an item is faulty or damaged, please contact us at support@stitchesandfriends.com
If you need to change an option please contact us within 12 hours of ordering.
Refunds are only accepted for faulty items.
Refunds
We do not refund if your order did not arrive in time for a particular event as we cannot control events with the postal services. Shipping times displayed are averages of past delivery times, unfortunately, events can take place which is out of our control that may delay this. Please contact us if you have any questions.
Returns
If you would like to return your items you are more than welcome to do so. If the item is not damaged or at fault, we cannot cover the shipping fee of the return.
Please contact us at support@stitchesandfriends.com for the return address. (please leave a note in your package with your name and order number) Return address is in Australia.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then we will issue you a store credit which you can use for future purchases. Please contact us at support@stitchesandfriends.com if you are waiting for your store credit or have any questions.
Lost or stolen items
If your tracking says your order has been delivered and your order isn’t at your residence unfortunately this is a post office issue and you will need to follow this up with them. If you need any help with details for your case please message us.
Exchanges (if applicable)
We only replace items if they are faulty or if you were sent the wrong item. Please email us at support@stitchesandfriends.com along with a photo of your order and a description of what is wrong, and our customer service can help you with the returns.
Missing Item
If you did not receive a part of your order, please email us with your order number and also which item is missing and we will help you.
Wrong address
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for return costs once, once we reconfirm your address we will reship the package.
Unclaimed
Shipments that go unclaimed are returned to our facility and a reshipping fee may apply.