Returns & exchanges - What is the return policy?We accept exchanges and refunds on all our awesome products bought on stitchkraft.com.au, except discounted items! Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. The item(s) must be in original condition (showing no signs of wear), with all tags remaining in place, original packaging and labels. Returned items must also be sent with the relevant Stitchkraft.co invoice as proof of purchase. Item/s must not have been worn, washed or altered in any way. Refunds will be issued promptly once the item(s) has been received and inspected. Gift cards and discounted sale items are non-returnable. Please do not send your purchase back directly to the manufacturer (ELTEN or any other brand). This Returns Policy does not apply to Business Customers. Any terms which are capitalised and are not defined in this Returns Policy have the same meaning as defined in the terms and conditions published on our website from time to time.
Are returns free?
Yes, within Australia! We fully cover the shipping costs for eligible return items purchased on stitchkraft.com.au. If you wish to exchange your item(s) for another size, we will also ship your requested size back to you, for free! Free shipping is limited to one return per order. If you change your mind or request different sizing multiple times, that's fine by us, but unfortunately, we cannot afford to keep paying the postage. New Zealand orders being returned are not free and need to be paid for by the customer. This includes both, the return shipment of the original item and the shipment of the replacement item in case of an exchange.
Do I need to return the whole order?
You only need to return the item(s) you wish to exchange or to be refunded. Please ensure that shoes are always returned in pairs.
Refunds and product
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once returned item(s) have been inspected, we will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
How do I organise a return?
You can initiate a return on our website here
Please note we are unable to be held liable for the potential loss of your items being returned.
Where do I send my return to?
We will provide you with the full details when we generate your Returns Label to you! Easy. From there you can drop the shipment at any Australian Post Office
How long does it take for my exchange/refund to be processed?
We try and process returns as quickly as possible, but we do ask for 24-48 hours to be able to process your return. We know it’s your cash! However, please allow 2-4 business day for payments to process. Do you think this it is taking all too long? Call us directly on 03 6161 3933 and we'll make sure all is running smoothly. If you're exchanging, we will send your new items/s out as soon as possible.
What if my order arrives damaged?
If you do receive damaged goods, or spot a manufacturing fault, please contact us immediately at firstname.lastname@example.org or 03 6161 3933 so we can personally assist you and sort out your problem as quickly as possible.
Goods are deemed faulty if you receive them in damaged condition or where a manufacturing fault occurs within 12 months of purchase. Items that are damaged by you or in any other way, or as a result of normal wear and tear, are not considered to be faulty. If you would like to exchange a faulty item instead of receiving a refund, please note we can only replace it for the same product in the same size, subject to availability. Where possible and subject to the Terms and Conditions we will offer to repair faulty items. If it cannot be repaired, you are entitled to a full refund.
Stitchkraft.co has no control over manufacturer warranty periods, nor can we control repair periods and we cannot advise what they will be. We will however do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed. Please do not send faulty items directly to the manufacturer, all warranty claims and returns and repair processes are managed by Stitchkraft.co in Australia. In cases where you have returned the faulty goods directly to the manufacturer, Stitchkraft.co cannot be held accountable for repair periods or communication from the manufacturer. In cases where a faulty item was received please contact us and we will cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames provided the item is still under warranty. For warranty-related enquiries, please email email@example.com