Refund Policy

Returns and Exchanges

Non-personalised items may be returned or exchanged up to 30 days from despatch. They must be unworn, unwashed with tags attached and in a resalable condition. Personalised items are not eligible for return. We reserve the right to refuse returns for items with marks or dirt on them, including makeup or names written on the garment labels.

All returns must have the Order/Despatch/Invoice number included. This will be on your order confirmation, invoice, despatch note and any notifications. Include either a copy of your delivery note or paperwork identifying precisely what you are returning, including the quantity.

Clearly identify what you want in exchange, including the exact size and quantity or what and why you’d like a refund. Include any monies for exchanging for items of a higher value.

During term time, we will collect any returns on a Friday morning from school and will endeavour to deliver any exchanges by the next Friday.

Items can also be sent directly to us at: -

The Stitch Factory – Returns, Unit 2e, Nursery Works, 100 Little London Road, Sheffield S8 0UJ

Returns will be at the customer's expense unless the item(s) are faulty or sent in error; the postal charges will be refunded. Any original delivery charges are non-refundable.

Any items clearly showing signs of a manufacturing issue will be exchanged or refunded immediately. Any items we feel are not a manufacturing fault will be returned to the manufacturer for inspection and will not be replaced, refunded or returned to you until we have their findings.

Items we received before Tuesday will be delivered to school the following Friday (stock allowing).

Orders received Tuesday onwards will be delivered the Friday after.

All items are embroidered to order, we don’t carry excess stock, and collections are only allowed from May until the end of August.

Allow up to 14 days for refunds.