Refund policy
Returns & Refunds
We want you to feel confident shopping with Personally Stitched. If something isn’t quite right, this guide explains exactly what to do and what to expect.
Quick Summary
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✔️ Non-personalised, ready-to-ship items may be returned within 14 days
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❌ Personalised or made-to-order items cannot be returned unless faulty
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✔️ Original delivery cost is refunded on eligible cancellations
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❌ Return postage is always the customer’s responsibility
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✔️ Faulty items are repaired or replaced first
1. Your Right to Cancel (Change of Mind)
Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, provided it meets the conditions below.
Eligible items
✔️ Non-personalised
✔️ Ready-to-ship
✔️ Unworn, unused, with original tags and packaging
Not eligible
❌ Personalised items
❌ Made-to-order items
❌ Sale or discounted items
❌ Hygiene-sensitive items (e.g. bibs, sleepwear, items worn next to the skin)
2. How to Request a Return
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Email us at sales@personallystitched.co.uk within 14 days of delivery
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Wait for return approval and instructions
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Return the item within 14 days of approval
📦 Return postage is the customer’s responsibility and is non-refundable.
📍 A returns address will be provided once your return is approved.
3. Refunds for Change-of-Mind Returns
Once your return is received and inspected:
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✔️ The item cost will be refunded
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✔️ The original standard delivery cost will be refunded
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❌ Return postage will not be refunded
Refunds are issued to the original payment method within 10 business days of inspection.
4. Faulty, Damaged, or Incorrect Items
Please contact us within 7 days of delivery if your item is faulty, damaged, or incorrect.
We handle faults fairly and flexibly in line with UK Consumer Rights.
Our resolution process
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Repair or replacement offered first
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If repair or replacement is not possible, a full refund will be issued
We may request photographs to assess the issue quickly.
5. Personalised & Made-to-Order Items
Personalised and made-to-order items are non-returnable unless faulty.
If the mistake is ours
✔️ We will offer a free remake or replacement
If the mistake is due to customer-provided details
❌ Refunds or replacements are not available
Please check personalisation details carefully before placing your order.
6. Sale & Discounted Items
Sale and discounted items are final sale and cannot be returned or refunded unless faulty.
7. Exchanges
We do not offer standard exchanges.
Where applicable, we will offer repairs or replacements for faulty items.
8. Refund Timeframes
Refunds are processed within 10 business days of approval or inspection.
Your bank or payment provider may take additional time to release funds.
9. Contact Us
If you have any questions about returns or refunds, please contact: