Terms and conditions
Your trust matters to us. Every order on Stitchly is protected. This policy explains exactly what happens if something goes wrong, so you always know where you stand.
Last Updated: July 1, 2026 | Version 1.0
Our promise
When you order through Stitchly, your payment is held securely and is never fully released to the designer until your order is delivered. If something goes wrong, you are protected through repair, replacement, or a refund, depending on the situation.
How payment protection works:
You pay for your order into Stitchly (not directly to the designer).
The designer receives a portion upfront to purchase materials and begin work.
The remaining balance is released to the designer only after your order is delivered and you confirm you are satisfied.
This protection applies only to orders placed and paid through Stitchly. Orders arranged or paid for outside Stitchly are not covered.
1. When you are entitled to a FULL refund
You will receive a full refund if:
The designer fails to deliver your order at all.
The designer cancels before starting work.
Your order is never produced for any reason on the designer's side.
2. When we will REWORK or REPAIR your order (our first solution for faults)
If your outfit is delivered but has a problem caused by the designer, such as wrong measurements, poor stitching, the wrong style, or a clear quality defect, our first step is to have it corrected at no extra cost to you. You may be entitled to:
A free alteration or repair, or
A remake of the affected item, within an agreed timeframe. Rework is prioritised because it gets you the outfit you actually wanted.
3. When you are entitled to a PARTIAL or FULL refund for a faulty order
If a fault is serious and cannot reasonably be fixed by rework, for example, the materials are clearly substandard, or the outfit is unusable and a remake is not possible in time, you may be entitled to a partial or full refund, assessed case by case based on the severity of the issue.
4. When a refund does NOT apply
Refunds will not be given where the issue is not the designer's fault, including:
Designs, styles, materials or measurements you approved that were produced correctly as agreed.
Changes of mind after production has started or materials have been purchased.
Incorrect measurements or details you provided.
Normal, expected variations between a reference image and a handmade custom piece.
Delays caused by you (e.g. late approval or late response).
5. How to make a claim
To report a problem:
Contact Stitchly within 48 hours of delivery, through your order chat.
Share clear photos/vidoes and a description of the issue.
Our team will review it (typically within 24 hours) and confirm the resolution; rework, replacement, or refund.
6. Refund processing
Approved refunds are processed back to your original payment method within 3 days. Where rework is agreed instead of a refund, we will confirm the corrected delivery date with you.
A note on custom fashion
Custom outfits are made by hand, especially for you. Small, natural differences from a reference photo are part of bespoke fashion and are not considered faults. Our protection covers genuine problems like late delivery, real defects, and orders that go wrong, so you can order with confidence.