Refund policy

Refund & Return Policy

We want you to love your StitchFetti frame! If something isn't right, here's how we'll make it right.

Returns

You can return a frame within 14 days of delivery if it's unused and in its original condition. That means it hasn't been stitched into, it isn't damaged, and it's in its original packaging.

Cross stitch kits can be returned within 14 days of delivery if they're unused and unopened.

What can't be returned

  • Frames that have been stitched into or used
  • Kits that have been opened or partly used
  • Digital items, such as downloadable patterns
  • Gift cards

How to start a return

  1. Contact us through our Contact page within 14 days of delivery, with your order number and the item you'd like to return.
  2. We'll reply with return instructions and the address to send it to.
  3. Please don't send items back without contacting us first, since returns we haven't arranged can't be accepted.

Return shipping

The buyer pays return shipping. We recommend a trackable shipping service, since we can't refund items that are lost on their way back to us. Original shipping costs aren't refundable.

Refunds

Once your return arrives and we've checked it, we'll let you know and issue your refund to your original payment method. Please allow 5–10 business days for it to show up, depending on your bank.

Damaged or defective items

If your frame arrives damaged or has a defect, we're so sorry! Contact us within 7 days of delivery with your order number and a photo of the damage, plus the packaging if you still have it. We'll send a replacement or give you a full refund, whichever you prefer, at no cost to you. You won't need to send the damaged item back unless we ask.

Wrong item

If we sent the wrong item, contact us within 7 days of delivery and we'll fix it at no cost to you.

Lost or stolen packages

If tracking shows your package was delivered but you can't find it, check with neighbors and your local post office first, then reach out and we'll do our best to help.

Made-to-order note

Every frame is 3D printed just for you, which is why we can only accept returns on unused frames. Thank you for understanding and for supporting a small handmade business! ♡

Questions?

Reach out through our Contact page anytime. We're happy to help.