Cancelling your order
For our non-personalised items, you can cancel a pending order by emailing us on [email protected]
Our customer service team will send a cancellation request to our warehouse and if your order has not been processed, you’ll receive an email notification of your cancellation and no payment will be taken.
If your order has been processed and a cancellation is not possible, your item will be delivered to you and payment will be taken. You can then return your item to us for a refund, in accordance with the procedure and conditions below.
Personalised orders cannot be cancelled as we start creating your customised Brit-Stitch as soon as you place your order.
Returning faulty/damaged products
In the unlikely event that your item arrives damaged or faulty, email us on [email protected] with details of the problem and we will provide further instructions. We ask that faulty products are returned to us within 30 days of delivery and once the fault is confirmed, we will refund you in full including postage costs.
If your item develops a fault outside this 30-day period, please email us with details and photos if possible so we can investigate.
Returning unwanted products
We hope you love your Brit-Stitch, but if you’re not happy with your order you can return it to us within 30 days for a refund. Items returned to us must be unused and in original packaging with tags intact. We do not cover return postage for unwanted items, and recommend you use a trackable delivery method and obtain a proof of postage.
To start the returns process, please email us on [email protected] with details of what you’d like to return. We will issue a returns slip to be completed and placed in your returns parcel. This will also provide further instructions on returning your item.
Our address for returns is:
Unit 1, Lower Monk Street
Please do not return your item without contacting us and without completion of a returns slip.
Exchanges and gifts
If you would like to swap your item for a different colour or style, you can go through the refunds process above and place a new order for the correct bag.
If you’ve received a Brit-Stitch item as a gift and would like to return it, please contact the person who placed the order. We are unable to refund to anyone other than the person who made the original purchase. You will require the original order number.
If you’re unsure about our cancellations, returns and exchanges policy please drop us a line on [email protected] and a member of the team will be happy to help.