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 30 days. If 30 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, with all tags remaining in place, original packaging and labels.
Item/s must not have been worn, washed or altered in any way.
Refunds will be issued immediately upon receipt of the item(s).
Gift cards and discounted sales items are non-returnable.
Please do not send your purchase back to the manufacturer.
Wholesale orders are excluded from the Returns Policy.
ARE RETURNS FREE?
Yes, within Australia, except for discounted sales items. We fully cover the shipping costs for all other returns purchased on stitchkraft.com.au. We will also ship your size exchange request back to you, for free!
Free shipping is limited to one return per order though. If you change your mind multiple times, that's fine by us, but unfortunately we cannot afford to keep paying the postage. Wholesale orders are excluded from the Returns Policy.
New Zealand orders are not free and need to be paid for by the customer.
DO I NEED TO RETURN THE WHOLE ORDER?
You only need to return the items/s you wish to exchange or to be refunded. Please return shoes always 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. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
HOW DO I ORGANISE A RETURN?
Simply email email@example.com and we will allocate a Returns Authorisation (RA) number for you, and give you all the details you need!
Please note we are unable to be held liable for the potential loss of your items being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.
WHERE DO I SEND MY RETURN TO?
We will provide you with the full details when we allocate your Returns Authorisation number 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 1300 800 981 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?
Our quality standards are pretty tough! However, if you do receive damaged goods, or spot a manufacturing fault, please contact us immediately at firstname.lastname@example.org or 1300 800 981 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 6 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 we will offer to repair faulty items. If it cannot be repaired, you are entitled to a full refund.