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1. Your Right to Cancel (Non-Custom Products Only)
If you’ve purchased a non-custom item (like a ready-made wallet), you have 14 days from the date you receive it to cancel your order and return it for a full refund.
- To cancel, email support@hexandstitch.co.uk within 14 days.
- Items must be unused and in original condition.
- Return shipping is your responsibility.
- Custom-made items can’t be returned unless faulty.
2. Faulty or Incorrect Items
If something’s wrong with your order — it’s faulty, damaged, or not what you ordered — you have 30 days from the date it arrives to request a return, repair, or refund.
- If a fault develops after 30 days but within 6 months, I’ll first offer a repair or replacement.
- If that’s not possible, I’ll issue a full refund.
- I’ll cover the return postage for faulty or incorrect items.
To start a return:
Email support@hexandstitch.co.uk with your order number and clear photos of the issue.
3. Custom & Made-to-Order Products
Most items are made to order — and customisation makes them personal to you. Because of this, custom or made-to-order products cannot be returned unless they’re faulty or not as described.
By placing an order, you agree that:
- Custom orders are non-refundable unless defective.
- Once production has started, your order can’t be cancelled.
- Small imperfections are a natural part of handcrafting and don’t count as faults.
4. Refund Processing
- Approved refunds are sent to your original payment method within 5–10 business days.
- Shipping costs are non-refundable unless the item is faulty or incorrect.
- You’ll receive an email once your refund has been processed.
5. Need Help?
For questions about returns, refunds, or product concerns:
- Fill out the form on the Contact Page
- Email me at: support@hexandstitch.co.uk