Returns & Exchanges
Returns and Exchanges
We really hope you are pleased with your order from Mitch & Stitch, however if in the unfortunate situation your item/s are faulty please contact us within 14 days of receipt and we will replace the items at our cost.
As all our items are made to order it is not our standard policy to accept exchanges. However this is at our discretion and if it is an item that we may be able to sell again we may be happy to accept an exchange. In this instance the buyer is responsible for the additional postage costs, and replacement items are subject to our current turnaround period. To be eligible for this returns must be made in perfect unwashed condition within 10 days of receipt. Any item that is returned displaying signs of use and/or washing will not be replacement and will be returned to you. We will not issue any refunds/exchanges until the item has arrived back with us.
Please get in touch if you wish to discuss your return/exchange
Terms of Service
Terms of Service
The description of goods on this website does not constitute a contractual offer in selling these goods. When an order has been submitted we can reject it for any reason - although we will try to make contact with you without delay. Reasons include but are not limited to, low or out of stock items, issues in the hand-making process or ongoing problems with previous transactions involving yourself or someone close to you.
Due to items being cut by hand from large rolls of fabric, no two items will be completely identical and this means that orders may have slight variations from the items pictured on the website. To reduce waste we are also unable to place prints to personal preferences and at times you may not see the whole design on the front of an item.
In the case of any items made to your specific requirements, it is your responsibility to ensure that all information you provide is accurate, we can not be held liable if something is created wrong because of the information that you provided. If we believe there is a mistake in the information provided we will contact you to get confirmation. When requesting a custom item you accept that we will replicate your idea to the best of our abilities but the finished item may differ from your vision.
All of our orders are sent via Royal Mail and covered by insurance and tracking. We will only ship items to the address provided when placing your order, so please ensure the address is correct when placing your order. Should an item be lost or damaged in transit, the buyer must get in touch with us as soon as possible. If we are informed of a lost item but the tracking is showing as signed for or received our liability ends at this point. We will work with customers to resolve any matters as quick as possible, and to the best of our abilities. By placing an order you agree this is fair and sufficient.
We retain and use all information strictly under the Privacy Policy.
Privacy Policy
Our Privacy Policy
THE MITCH AND STITCH PRIVACY POLICY
This Privacy Policy includes information about how your personal information is collected, used and shared when you visit or make a purchase from www.mitchandstitch.co.uk & www.mitchandstitch.com (the ‘Site’). In line with the EU General Data Protection Regulation (GDPR), our privacy policy, and supporting documentation has been updated to ensure compliance with this new legislation as of 24th May 2018.
SECTION 1 – THE PERSONAL INFORMATION WE COLLECT
When you visit the Site we automatically collect information about your device, web browser, IP address, time zone and information about certain cookies that are installed on your device. This is referred to ‘Device Information’.
By purchasing something from the Site we collect the information you give us including your name, address and email address. We also collect information relating to the transaction (for example this includes data such as contact details and PayPal details). This information will only be collected and processed for the purpose of us supplying the purchases goods and services and keeping proper records of those transactions. Financial transactions may be handled by the relevant company that you placed the transaction through. We share transaction data with these provider only to the extent necessary for the purposes of processing your payments, refunds and dealing with complaints and queries relating to such payments and refunds.
SECTION 2 - CONSENT
By consenting to this privacy policy, you are giving us permission to process your personal data specifically for the purposes identified. When you provide us with your personal information to complete a transaction, place an order, or return a purchase, you automatically consent to our collecting this information to be used for these reasons.
If you sign up to our newsletter, we will either ask you to consent to us collecting your personal information or give you an opportunity to decline. You can change your mind after you have opted in to marketing and ask us to withdraw the continued collection of your information by emailing us at info@mitchandstitch.co.uk
We will share customer photographs for marketing or promotional purposes on our website, emails, and/or social media channels. By tagging or mentioning us, we take this as consent for us to use and share the image on our own marketing platforms. We will request additional consent to use and share any photos where sensitive information (such as names or date of birth) or where another person is visible in the photograph. This will be done by a message, email or comment on the photograph. You may withdraw your consent at any time by emailing us at info@mitchandstitch.co.uk
SECTION 3 - DISCLOSURE
You can request full disclosure of the information that we hold for you at any time by writing to us at info@mitchandstitch.co.uk
This information will be provided to you in writing to the address we have on record for you. We can also send this information to an alternative address if photographic proof of identification and/or residency is provided. We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
We can also provide a copy of our privacy policy in writing. For more information about our privacy practises, questions or if you would like to make a complaint, please contact us at info@mitchandstitch.co.uk
SECTION 4 – Ionos
Our Site is hosted by Ionos. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data and information collected by analytics tracking is stored through Ionos' data storage, databases and application. The information is collected by analytics tracking through Ionos is only used to monitor and improve our website usability.
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers we use will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. Some third-party providers (such as payment gateways and payment transaction processors) have their own policies. We recommend you read their privacy policies so you can understand how your personal information is handled by them. Please remember that other providers may be located in other jurisdictions, so your information may become subject to the laws in the jurisdiction of where that service provider is located. Once you leave our Site or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our Site’s Terms of Service.
When you click on links on our Site, they may direct you away to external sites. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 6 - SECURITY
To protect your personal information, we take all necessary precautions and follow industry best practises to make sure your information is kept secure at all times and is not lost, misused, accessed, disclosed, altered or destroyed. All payments and practised follow generally accepted industry standards.
The information we collect is only viewed and accessible by authorised staff at Mitch & Stitch. All information is stored digitally on password encrypted devices and is secured away in our locked office. We obtain and keep proof of posting for all items sent. These are kept for 180 days in a secure location in our locked office.
SECTION 7 - COOKIES
A cookie is a small piece of data sent from a website and stored on the user's computer by the user's web browser while the user is browsing the website. We collect information about the pages you visit and how you interact while browsing the Site, as well as information about what websites or search engines/terms that referred you. For more information about cookies and how to disable them, visit http://allaboutcookies.org
SECTION 8 - AGE OF CONSENT
By using our Site, you represent you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
SECTION 9 - CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time. Changes will take immediate effect once they are posted, and we will notify you here if it has been changed. If our store is acquired or merged with another company, your information may be transferred to the new owners so we can continue to sell products to you. Please check this privacy policy frequently for any changes
SECTION 10 - Contact Information
Questions about the Terms of Service or our Privacy Policy should be sent to us at info@mitchandstitch.co.uk. Our contact information is posted below:
Mitch & Stitch, 46 Crescent Road, Tilehurst, Reading, Berkshire, RG31 5AH
This Notice was last updated on 13th December 2023 and further changes will be communicated by updating this notice.
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