Refund policy

Eligibility
We have a 30-day return policy for eligible products, which means you have 30 days after receiving your physical item to request a return. In-store purchases must be returned to the store. Online purchasers have 30 days from shipment delivery date to request a return using Customer Account tools available on our website. Returns are credited to the customer in the form of store credit.

We do not accept returns on canvases, class fees, books, stitch guides or charts. We may accept returns on threads or notions if they are unopened and purchased within the last 30 days. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, with tags, and in its original packaging from Stitching Fox. You’ll also need the receipt or proof of purchase. 

To request a return, log into your account here. If your return is approved, we’ll send you a return shipping label, as well as instructions on how and where to send your package. A flat $10 fee will be deducted from your refund/store credit amount which covers use of our trackable shipping label and restocking. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at kathryn@stitchingfox.com.

Exceptions / non-returnable items
Certain types of items cannot be returned or refunded even if in an otherwise eligible category, like sale items, gift cards, services (including but not limited to event registrations and finishing services), or custom products (including but not limited to event-related materials, special orders or other personalized/downloadable items), and other items as noted. Please get in touch if you have questions or concerns about your specific item.

Retreats, Classes, and Other Events
When you purchase a seat for a retreat, class, or other event, you are responsible for the materials required for the event, which will be invoiced separately from the event fee, and up to 2 weeks prior to your arrival. The cost for kits and other event-related materials is estimated on the event details page. There is a limited cancellation window (48 hours after registration), beyond which you will still be responsible for the full cost of the kits you committed to when securing your seat for this event. If circumstances require that Stitching Fox postpone an event, registrations will transfer to the rescheduled date. 

Damages and issues
Defective or damaged items are excluded from our normal return policy and may be returned for replacement or store credit. Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You may use the return process described above by logging into your account, but we invite you to email us directly in the event you receive damaged items, so that we can handle immediately.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please make a note on your return request that you wish to exchange selected items. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to store credit, or at our discretion, to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at kathryn@stitchingfox.com.