FAQ's

How can I track my order?
You will be sent a shipping confirmation once your order has been dispatched from our warehouse. If you have any problems or the delivery is taking longer than usual, contact Customer Services on info@stitchesandsteel.com and we will be able to look into it further for you.

How long will my order take to reach me?
Our standard UK delivery takes 3-5 working days to reach you from dispatch, although it is usually much quicker. International orders can take 7-14 working days to arrive so please make sure you place your order allowing plenty of time.

Please note, we endeavour to dispatch your order straight away however during busy periods this could take 2-3 working days.

I’ve made a mistake on my order. Can I make an amendment?
Our warehouse team are pretty quick at picking and packing so we are unable to make changes to products on your order. Please check your confirmation as soon as you have placed your order and send through any address changes to info@stitchesandsteel.com as soon as you can with your order number to hand. We cannot guarantee the changes will be made but we’ll do our very best. 

How do I return or exchange an item from my Stitches + Steel order?
As long as the item is in in a clean, unused/ unworn condition with the tags still intact, we can accept the return within 28 days for full priced items. Please see our Returns and Exchanges page for a step by step guide and our full returns policy. You can also email info@stitchesandsteel.com for any further queries.

How long will my return take to process?
We are usually pretty quick to process your returns but please do bear in mind that there may be delays after very busy periods. We aim to process your returns within 1 week but it may take up to 2 weeks.
 
Do you offer an extended Christmas returns period?
Yes, we do. This year returns run from 1st December 2020 to the 31st January 2021. Please ensure any returns arrive back with us before this date. We are able to exchange or offer gift cards for gifts. Please clearly state whether your return was a gift so we know not to contact the buyer.

The item I want is showing as out of stock. Do you have any left?
All of our stock is sold online. We make all of our stock in small batches to ensure we reduce the amount of waste we create and to ensure all products are of a high quality. If a product you are after is showing as out of stock, we recommend signing up to the email alert on the product page of the website- that way you’ll be the first to know when the products are here with us and available to purchase.

Can you take pre orders?

Unfortunately we are unable to take pre orders on our products. If a product you are after is showing as out of stock, we recommend signing up to the email alert on the product page of the website- that way you’ll be the first to know when the products are here with us and available to purchase.

There is a problem with my order. What should I do?
As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you. You can email us on info@stitchesandsteel.com.

I’ve damaged my favourite Stitches + Steel item. What can I do?
Never fear! We have our very own in house repairs here at Stitches + Steel who are dedicated to breathing life and happiness back into your beloved Stitches + Steel favourites where possible. Simply email your images and queries to info@stitchesandsteel.com

When is the next Stitches + Steel sale?
We do not run sales as we aim to produce products that don’t adhere to seasons. We do occasionally share discount codes- The best way to keep informed is to make sure you are signed up to our newsletter and keep a keen eye on our Facebook and Instagram pages.
 
Can I see your products in store?
We are online retail store and as such do not have a physical ‘bricks and mortar’ shop front. Stitches + Steel is run from a small Studio in Birch, Essex. We welcome visitors both local and afar to pop in, grab a coffee and shoot the s*** however, ask that you kindly give us the heads up so we can make sure one of the team are here to meet you, pull out the products of interest and answer all your queries.

Unit 1, The Old Joinery, Maldon Road, Birch, Essex, CO2 0LT
 
Do you have any other stockists?
No, we currently only supply our products directly to consumers via our website, ebay and amazon stores.
 
I have an idea for a product/ need a custom product?
Unfortunately we are unable to make or modify products to a custom design however, are always excited to hear and help where possible, with new ideas and products. If you think you’ve got a gem, and want to share it with us please reach out to oli@stitchesandsteel.com / tor@stitchesandsteel.com where we’ll be pleased to have a mull with you!
 
I want to work for Stitches + Steel. How do I go about it?
We are constantly growing the S+S Family and love to hear from likeminded and passionate people with the drive and innovation it takes to work here. We post up any job opportunities we do have on our Jobs page so keep an eye out for anything new there or on our social media channels.