Terms & Conditions

    These Terms & Conditions explain how we supply our products, how we work with customers, and the responsibilities of both parties. By placing an order with Stitchmate Ltd or using our website, you agree to these terms.
     
    Company Name: Stitchmate Ltd
     
    1. What These Terms Cover
    These terms apply to all purchases made directly from Stitchmate Ltd, whether through our website or via email communication.
    They also apply when you use our website, view our content, or interact with our services.
     
    2. Placing an Order
    • An order is considered accepted once we send you an email confirmation.
    • If an item becomes unavailable, we will offer alternatives, a back-order option, or a refund for that item.
    • Product details, colours, sizing, and availability may change from time to time.
     
    3. Prices & Payments
    • All prices are shown in GBP (£).
    • VAT and delivery charges are applied where applicable.
    • Payment must be completed before your order is dispatched.
    • Any bank fees, international payment charges, or currency conversion fees are your responsibility.
    We reserve the right to update prices at any time, but changes do not affect orders already placed.
     
    4. Your Information
    To process your order, you must provide accurate and up-to-date personal and delivery details.
    We rely on this information to deliver your order correctly.
     
    5. Delivery
    • Orders are delivered to the address you provide at checkout.
    • Someone must be available to receive the delivery.
    • Delivery times vary depending on product type, stock levels, and destination.
    • If a delay occurs, we will communicate this with you as soon as possible.
    • Orders may arrive in multiple parcels where necessary.
     
    6. Customs & Import Fees (International Orders)
    If your order is being delivered outside the UK, you are responsible for:
    • Any import duties
    • Tax charges
    • Customs processing fees
    • Ensuring the products comply with your country’s regulations
    Stitchmate Ltd is not liable for delays caused by customs authorities.
     
    7. Returns, Exchanges & Faulty Items
    Our full Returns Policy is available separately, but in summary:
    • Items can be returned within the stated return period (after delivery) if they meet our return conditions.
    • Personalised or customised items can only be returned if faulty.
    • Faulty or incorrect items must be reported as soon as possible so we can resolve the issue.
     
    8. Our Responsibilities
    We aim to provide accurate product information, reliable service, and quality goods.
    However, we are not responsible for:
    • Delays caused by couriers
    • Loss of profit, business interruption, or indirect losses
    • Website interruptions or technical issues
    • Incorrect delivery information provided by the customer
    Our total liability in relation to any order is limited to the amount you paid for the goods in that order.
     
    9. Your Responsibilities
    By placing an order or using our website, you agree not to:
    • Misuse our website or attempt to interfere with its operation
    • Copy or reproduce our product images, designs, or content
    • Provide false, misleading, or incomplete information
    • Use our products for unlawful purposes
    All website materials, images, and designs remain the property of Stitchmate Ltd unless stated otherwise.
     
    10. Website Use
    • Website availability may change due to updates or maintenance.
    • We may modify or remove content without notice.
    • We do not guarantee that the website will be free of errors, viruses, or interruptions.
    • Any external links are for convenience only,Stitchmate Ltd is not responsible for their content.
     
    11. Events Beyond Our Control
    We are not responsible for any failure to meet our obligations caused by events outside our control. These include, but are not limited to:
    • Strikes or staff shortages
    • Extreme weather or natural disasters
    • Delays in raw material supply
    • Power failures or transport disruption
    • Global or local supply chain issues
     
    12. Disputes & Legal Terms
    If a dispute arises, we encourage you to contact us first so we can resolve the issue quickly.
    These terms are governed by English law, and any disputes will be handled by the courts of England and Wales.
     
    13. Copyright & Intellectual Property
    All branding, text, images, designs, and media are the property of Stitchmate Ltd and may not be used without written permission.
     
    14. Complaints
    We take complaints seriously.
    If you have a concern, please email: customerservice@stitchmate.co.uk
    We aim to respond promptly and resolve issues fairly.
     
    15. Trade & Wholesale Customers (If applicable)
    For trade accounts, wholesale customers, and schools:
    • Payment terms, minimum orders, embroidery requirements, carriage charges, and restocking fees will be outlined separately in your trade agreement.
    • Until payment is made in full, goods remain the property of Stitchmate Ltd.
    • Risk of loss transfers once goods leave our premises.