Shipping policy
At Pretty Stitched Company, many of our products are personalised, embroidered or made especially for you.
Please allow for both production time and delivery time when placing your order.
Processing Times
Our standard processing time is up to 10 working days unless otherwise stated on the individual product listing.
Some bespoke, personalised or made-to-order products may have a longer turnaround time. Where this applies, the estimated turnaround will be shown on the product page.
During particularly busy periods, including Christmas and other seasonal events, processing times may be extended.
Processing time is separate from delivery time.
UK Delivery
Once your order is complete, it will be dispatched using the delivery service selected at checkout.
Estimated delivery times begin from the date your order is dispatched, not from the date the order is placed.
You will receive a dispatch confirmation when your order is on its way. Tracking information will also be provided where available.
Delivery estimates provided by couriers are estimates and cannot be guaranteed.
Delivery Charges
Delivery charges are calculated and displayed at checkout before payment is completed.
Where multiple items are ordered together, we will usually dispatch them as one order once all items are ready.
Incorrect Delivery Addresses
Please check your delivery address carefully before completing your order.
Customers are responsible for providing a complete and accurate delivery address.
Pretty Stitched Company cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete address information supplied at checkout.
If you notice an error after ordering, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to amend the address.
Delayed Parcels
Occasionally parcels may be delayed once they are in the courier's network. Unfortunately, these delays are outside our direct control.
If your parcel has not arrived within the expected timeframe, please contact us and we will assist with tracking the parcel and, where appropriate, raise an enquiry with the courier.
Lost Parcels
If you believe your parcel has been lost in transit, please contact us so that we can investigate this with the delivery provider.
Please allow the courier's required investigation period before a parcel can be formally treated as lost.
Where a parcel is confirmed as lost, we will arrange an appropriate replacement or refund in accordance with your statutory rights.
Damaged Parcels
If your order arrives damaged, please contact us as soon as possible after delivery and provide photographs of the damaged item, external packaging, internal packaging and shipping label.
Please keep all packaging while we investigate the issue.
Collection
Where Click & Collect is offered at checkout, we will contact you when your order is ready for collection.
Please do not travel to collect your order until you have received confirmation that it is ready.
International Delivery
Where international delivery is available, delivery times will vary depending on the destination and courier service.
International customers are responsible for any applicable customs duties, import taxes or local charges unless otherwise stated at checkout.
Customs processing may cause additional delays which are outside our control.
Questions About Your Delivery
If you have any questions about an existing order or delivery, please contact Pretty Stitched Company and include your order number so we can assist you as quickly as possible.
This Shipping Policy does not affect your statutory rights.