Terms of service
These Terms of Service apply to purchases made from and use of the Pretty Stitched Company website. By using our website or placing an order with Pretty Stitched Company, you agree to these Terms of Service. Please read them carefully before placing an order. Nothing within these terms affects your statutory rights under UK consumer law.
1. About Pretty Stitched Company
Pretty Stitched Company provides personalised embroidery, printing, clothing, gifts, accessories and other bespoke and non-personalised products.
Throughout these terms, “we”, “us” and “our” refer to Pretty Stitched Company. “You” and “your” refer to the customer or website user.
2. Placing an Order
When you place an order through our website, you are responsible for ensuring that all information supplied is complete and accurate. This includes contact and delivery information, product selections, sizes and colours, names, dates, initials and wording, personalisation instructions, and photographs, logos or artwork supplied for
use.
Please check your order carefully before completing your purchase.
We reserve the right to refuse or cancel an order where reasonably necessary, including where there has been an obvious pricing or product information error, we are unable to fulfil the order, or we reasonably believe an order breaches these Terms of Service
Where we cancel a paid order, any amount due back to you will be refunded.
3. Personalised & Bespoke Products
Many Pretty Stitched Company products are made or personalised specifically for each customer.
Personalised, customised or made-to-order goods cannot normally be cancelled or returned simply because you change your mind once production has begun.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to meet the standards required by law. Please see our Returns & Refund Policy for further information.
4. Personalisation Details
Customers are responsible for checking all personalisation information before submitting an order. We will generally reproduce names, dates, wording and other information as supplied to us.
Pretty Stitched Company cannot normally be responsible for errors contained in information supplied or approved by the customer.
If you discover an error after ordering, please contact us immediately. We will try to make amendments where possible, but changes cannot be guaranteed once production has started.
5. Artwork, Logos & Photographs
Where you provide photographs, logos, designs, artwork, text or other material, you confirm that you have the necessary permission or rights for us to reproduce that material for the purpose of completing your order.
You agree not to supply material that infringes another person's copyright, trademark or other intellectual property rights. We reserve the right to refuse artwork or content that we reasonably believe is unlawful, offensive, discriminatory, infringing or otherwise inappropriate for us to reproduce.
6. Proofs & Customer Approval
For some bespoke orders, we may provide a digital proof or design for approval before production. Where a proof is provided, it is the customer's responsibility to check all elements carefully, including spelling, dates, colours, positioning and design.
Once you approve a proof, we will produce the item based on that approval. Changes requested after approval may not be possible and may incur additional costs where production has already begun.
7. Embroidery & Print
Embroidery and printing involve physical production processes and slight variations may occur between products.
Positioning, sizing, stitch appearance and colours may vary slightly from digital mock-ups or previous items.
Digital mock-ups and proofs are intended to provide a representation of the finished product and may not be an exact representation of scale, placement or colour. Minor production variations that do not materially affect the product are not necessarily considered faults.
8. Colours
We make reasonable efforts to display product, garment, thread and print colours accurately. However, screens and devices display colours differently. Screen brightness, display settings, photography and lighting can all affect how a colour appears online.
Actual colours may therefore vary slightly from those displayed on your screen. There may also be minor colour variations between manufacturing or material batches. This does not affect your statutory rights where an item is materially different from its description.
9. Sizing
Customers are responsible for selecting the correct size when ordering. Where available, please refer to the size information provided before ordering. Sizing may differ between garment manufacturers, styles and products.
Personalised items cannot normally be returned because the customer selected an incorrect size. This does not affect your statutory rights where we have supplied the wrong item or the goods are faulty or not as described.
10. Prices
Prices displayed on our website are shown in pounds sterling (£) unless otherwise stated. We reserve the right to change our prices at any time. Any price change will not normally affect an order that has already been accepted.
If an obvious pricing error occurs, we may contact you before fulfilling the order and give you the option to proceed at the correct price or cancel the order.
11. Payment
Payment must be made using one of the payment methods available at checkout. Orders will not normally enter production until payment has been successfully received unless otherwise agreed with us.
12. Discount Codes & Promotions
Discount codes and promotional offers are subject to any individual conditions stated with the promotion. Unless otherwise stated, discount codes cannot be combined with other offers and cannot be exchanged for cash. We reserve the right to withdraw or amend promotions where reasonably necessary.
13. Production & Turnaround Times
Any production or turnaround times stated on our website are estimates unless expressly stated otherwise.
Personalised and bespoke products require production time before they are dispatched.
During particularly busy periods, including Christmas and seasonal events, turnaround times may be longer. If you require an item for a particular date, please contact us before ordering where timing is critical.
14. Shipping & Delivery
Delivery times are separate from production times. Once an order has been dispatched, delivery is handled by the relevant delivery provider. Please see our Shipping Policy for full information regarding dispatch, delivery delays, lost parcels, incorrect addresses and international orders.
15. Returns, Cancellations & Refunds
Your eligibility to cancel or return an order will depend on the type of product purchased and whether it has been personalised or made to your specifications. Please refer to our Returns & Refund Policy for full details.
Nothing in these terms is intended to restrict your statutory consumer rights.
16. Intellectual Property
Unless otherwise stated, content created by Pretty Stitched Company for our website and business — including our branding, original photographs, graphics, wording and original designs — belongs to Pretty Stitched Company or is used under appropriate permission.
You may not reproduce, copy, sell or commercially use our original content without permission.
17. Website Information
We make reasonable efforts to ensure information on our website is accurate and up to date. Occasionally, product descriptions, availability, prices or other information may contain errors. Where an error affects your order, we will contact you where appropriate to resolve the issue.
18. Product Availability
All products are subject to availability. If an item becomes unavailable after you place an order, we may contact you to offer a suitable alternative, discuss a change to your order or provide an appropriate refund. We will not substitute a materially different product without your agreement.
19. Liability
Nothing in these Terms of Service excludes or limits liability where doing so would be unlawful.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a consumer purchase, except where the law provides otherwise.
20. Events Outside Our Reasonable Control
We will not be responsible for delays or failure to perform our obligations where caused by circumstances outside our reasonable control. This may include significant courier disruption, severe weather, power or internet outages, supply-chain disruption or other events beyond our reasonable control.
Where such an event affects an order, we will take reasonable steps to minimise disruption and communicate with you where appropriate.
21. Privacy
Personal information provided through our website will be handled in accordance with our Privacy Policy and applicable data protection law.
22. Changes to These Terms
We may update these Terms of Service from time to time. The terms applicable to an order will generally be those in force when the order was placed, unless a change is required by law.
23. Governing Law
These Terms of Service and contracts between you and Pretty Stitched Company are governed by the applicable laws of England and Wales. Consumers will retain any mandatory rights they have regarding where legal proceedings may be brought.
24. Contact Us
If you have any questions about these Terms of Service or an order you have placed, please contact Pretty Stitched Company. When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.
Last updated: October 2026