Refund policy
At Pretty Stitched Company, we want you to be delighted with your order.
Many of our products are personalised, embroidered, printed or made especially for you, so please read our returns policy carefully before placing your order.
Personalised & Made-to-Order Items
Items that have been personalised, customised, embroidered, printed or made to your individual specifications cannot normally be returned, exchanged or refunded simply because you have changed your mind.
This includes personalised clothing and accessories, embroidered or printed items, items featuring names, dates, initials, photographs or custom wording, bespoke designs, and products made or altered to your individual requirements.
This does not affect your statutory rights. If a personalised item is faulty, damaged or not as described, please contact us.
Please Check Personalisation Carefully
It is the customer's responsibility to ensure that all names, dates, wording, spelling, sizes and other personalisation details supplied when ordering are correct.
We will produce personalised items using the information submitted with your order. Once production has begun, we may be unable to make changes or cancel your order.
If you realise you have made a mistake, please contact us as soon as possible. We will always try to help where production has not yet started.
Colours & On-Screen Images
We take care to photograph and display our products and colour options as accurately as possible.
However, colours can appear differently depending on your device, screen brightness, display settings and lighting conditions. For this reason, the colour you see on your screen may vary slightly from the physical product.
There may also be minor variations between different batches of fabrics, garments, threads, prints and other materials.
These normal variations are not generally considered faults. However, this does not affect your statutory rights where an item is materially different from its description or otherwise faulty.
Embroidery & Handmade Variations
Due to the nature of embroidery, printing and handmade or individually produced products, slight variations in positioning, sizing, stitching and finish may occur.
These small variations are part of the production process and do not necessarily constitute a fault.
Non-Personalised Items
For eligible non-personalised items purchased online, you may have the right to cancel your order within 14 days of receiving your goods.
After notifying us of your cancellation, you will normally have a further 14 days to return the goods.
Items must be returned in their original condition, unworn, unused and with any original tags or packaging where applicable.
Please contact us before returning an item so we can provide the appropriate return instructions.
Your statutory rights are not affected.
Return Postage
Unless an item is faulty, damaged or incorrect due to an error by Pretty Stitched Company, customers are responsible for the cost of returning unwanted eligible items.
We strongly recommend obtaining proof of postage when returning an item.
Where goods are faulty, damaged or supplied incorrectly, we will deal with reasonable return costs in accordance with your statutory rights.
Faulty, Damaged or Incorrect Items
If there is a problem with your order, please contact us as soon as possible after receiving it.
Please provide your order number, a description of the problem and clear photographs where appropriate.
If we have made an error with your personalisation or supplied an incorrect, damaged or faulty item, we will work with you to put this right in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement or refund.
Sizing
Please check the relevant size guide carefully before ordering personalised clothing.
Where an item has been personalised or customised to your specifications, we cannot normally accept a return simply because the incorrect size was ordered.
This does not affect your rights if the product supplied is faulty, incorrectly labelled, materially different from its description, or we have sent a different size from the one ordered.
Customer-Supplied Designs, Logos & Images
Where you provide us with a logo, photograph, design, wording or other artwork, it is your responsibility to check that the information and artwork supplied are correct and suitable for use.
Where a proof is supplied for approval, please check it carefully before approving production. Once a proof has been approved and production has begun, changes may not be possible.
Refunds
Where a refund is due, it will normally be made to the original payment method.
We will process eligible refunds in accordance with applicable UK consumer law. The time taken for the funds to appear in your account may also depend on your bank or payment provider.
How to Request a Return
Before sending anything back, please contact Pretty Stitched Company with your order number, your name, the item you wish to return, the reason for the return and photographs if the item is faulty, damaged or incorrect
We will then advise you of the next steps.
Please do not return personalised items without contacting us first.
Your Statutory Rights
Nothing in this policy is intended to limit or exclude any rights you have under applicable UK consumer law.
If an item is faulty, not as described or does not meet the standards required by law, your statutory rights will continue to apply.