Can I still make changes to my order once it has been placed?
If you see that you’ve made a mistake with your order, please reach out to us as soon as possible. To insure a quick delivery time, we process each parcel right away. If we haven’t sent it, we’ll do our best to accommodate you.

I’ve received a faulty/ wrong item, what should I do?
In the case of a damaged or faulty item please contact us directly at hello@stitchandchic.com, by sending over a picture of the item and your order reference number. We will send you a replacement item or issue a refund.

My order is incomplete, what should I do?
If your order was delivered incomplete, it may be that a partial delivery was put in place. Please have a look at your confirmation email, which clearly states if your order was partially delivered. If this is not the case, please contact us directly at hello@stitchandchic.com and we will clear up the situation.
If you ordered an item as a pre-order, along with items that were already in stock, these will be delivered later. The product page of the item will indicate, when the item is scheduled to be sent out.

I am having issues in the check out, what should I do?
If you are having issues finalising your order or completing your payment, we recommend closing the browser and restarting it.
If you are still having issues completing your order, please contact us at hello@stitchandchic.com.

Something went wrong while placing my order, how do I know that my order was successful?
If you have been charged for the order, but have not yet received an order confirmation, we advise you to contact us by email at hello@stitchandchic.com.
It is possible that the confirmation email arrived in your spam folder or that an incorrect email address was entered.

Is it possible to have my order gift wrapped?

Unfortunately, it is currently not possible to have your order gift wrapped.

If I order something today, when will it be in?
Our policy is to process all orders within three business days. We do our best to do this even faster, so most orders are sent out the next. However, sometimes, in exceptional circumstances, this process may take longer. We will contact you via email if there has been a delay in the shipping.

Can I still change my address after having completed my order?

Just like for changing your order, please write us an email at hello@stitchandchic.com. If we haven’t sent out your order already, we wll do our best to acommodate you. 

*If you just made a typo when entering the street name, this will automatically be adjusted by the shipping company when your order is sent. 

Can I select a date and time for my order to be delivered?

If you would like your order delivered later, please contact us via hello@stitchandchic.com and tell us when you’d like it delivered. We will do our best to acommodate you.

I still haven’t received my order, what can I do?
If you have not received your order after the estimated time, we always advise you to check the tracking of your parcel.
If the parcel is reported to the courier, but not yet sent, we are still busy packing your order and having it shipped as soon as possible. If your order is stuck in the sorting stage for more than a couple of days, we ask that you send an email to hello@stitchandchic.com with your order reference, so we can check the status of your order. 
If your package is listed as delivered, but you have not received it, please check your mailbox for a note from the courier.

What happens to my order, if I am not at home when it gets delivered?
If you are not at home during the time of delivery, the parcel may be delivered to your mailbox. If the parcel is too large, the courier will leave a note for you, whether the parcel was delivered to a neighbour or can be picked up at a service point. 

Can I have my parcel delivered to someone else?
Of course! If you’d like to send your order to someone else, please fill in the address of the recipient as the 'shipping address' in the check-out, and put your own details under 'billing address. The tracking information for the parcel will be sent to you, so you can follow your order. 

I ordered an item as a pre-order, how does this work?
Pre-orders are items that can be order ahead of the availability date. It may be a custom made item or something that is not yet available. See the product description for more information on the specific delivery date. 
Pre-orders can be returned as usual within the 15-day period. This period will only start once the product has been delivered to you. Custom made items are not eligible for refunds.

How do I return my order?

If you have received an order from us, but are not completely satisfied, you have the option of returning the order within 15 days of receiving it. For all items purchased on sale or promotion, the return period is 10 days.

For all returns, please contact us at hello@stitchandchic.com and send your order reference number and information about the item you would like to return. 

What happens if I return my package later than 15 days?

Always try to return your parcel within 15 days of receipt. If you do not manage and we receive your return later, we will add a shop credit to your account instead of issuing a refund!

Did you receive my returns?

Within two weeks after receiving your parcel, you will receive a confirmation that your return has been processed and a refund was issued!

Is it possible to exchange my items instead of receiving a refund?

Of course! If you would like to exchange your item please contact us at hello@stitchandchic.com, send your order reference number and information about the item you would like to return and the one you would like to order. We will do our best to accommodate you.

I lost the returns form; can I get a new one?

Absolutely, you can contact hello@stitchandchic.com and we will provide you with a new return form.

I want to return two orders, can I have them shipped together?

Of course, you can always return two orders in one shipment. This not only saves you shipping costs, but it is also better for the environment! However, it is important that you add two different return forms.

Can I return sale items?

Yes, you can return the items you’ve bought at sale or promotion within 10 days after receiving them.

When will I receive my refund for the returned item(s)?
Within 14 days after receiving your return, you will receive an email confirmation when your refund has been processed. After 5-10 days, this refund will be back in the same payment type as you placed your order.

What are "made to order" items?

Some items in our online store are "made to order," meaning they're crafted just for you after you place your order. When you purchase a made-to-order item, we'll begin producing it right away. Generally, we complete the production process within a week, and then it takes an additional three days for shipping. This approach allows us to minimise waste, maintain high-quality standards, and create unique pieces tailored to your order. Thank you for your patience and support of sustainable practices!

What are custom made items?

If you see something on our website, but would like it in a different colour or you have an idea how to improve it just for you, we will be happy to accommodate you! We are always looking for new ideas and love partnering with our community to produce items that are just perfect. Contact us via email at hello@stitchandchic.com and send us the name of the product you would like to customise. We will take it from there and do our best to make your dream a reality.

Are made to order and custom made items eligible for return?

Made to order items are eligible for return just like all other items, within 15 days. Custom made items are not eligible for return.

How do we implement sustainability principles in our work?

Our treasures are meant to bring joy into your world. That is why we want to make sure that they are created in joyful environments, with minimal negative impact on the environment. 

Sustainability is at the heart of our philosophy. Handmade products crafted from natural, sustainably sourced materials not only look beautiful but also contribute to a healthier planet.

Our products are designed to stand the test of time. Each piece is crafted with care, ensuring durability and quality that outlasts fleeting trends. When you choose products that last, you’re making a commitment to a more thoughtful approach to consumption.

We use only natural materials, ethically sourced and make sure that working conditions of our artists are fair. Our production blends traditional artistry with eco-conscious innovation, minimizing carbon emissions and conserving water. 

For packaging, we use only natural or recycled materials.

Where and how are our products made?

Our products are handmade with care – but have you wondered where they come from and who brings them to life? We’re deeply committed to sustainability, right down to the artisans we partner with. We collaborate with small craft studios and talented independent artists across Europe, each one a master of their trade. Some of our pieces are carefully selected from their existing collections, while others are crafted through special commissions based on our designs. These collaborations not only bring you one-of-a-kind pieces but also provide these artists with a valuable, steady source of income.

What happens with returned and defect items?

We believe in giving every item a second chance. Any product returned due to a defect or production error finds new purpose with us. Crafted from high-quality, lasting materials, many pieces can be melted down and reimagined into something new. For other items, like select homeware, we hold exclusive sample sales where you can find these unique pieces at a special price. This way, we ensure that nothing goes to waste and everything continues to bring joy.

Is our leather ethically sourced?

We gave careful thought to including leather in our collection, keeping our commitment to animal welfare at the heart of our decision. That’s why every leather piece you’ll find here is made from ethically sourced, responsibly produced Italian leather. No animal is ever harmed solely for its hide. Instead, we work with high-quality leather from offcuts, scraps, and surplus materials from larger manufacturers, giving new life to what would otherwise go to waste.