Love & Stitch's Returns & Refunds Policy

Thank you for your purchase from Love & Stitch. We hope you love your new handmade crochet item! Since many of our products are customised, we have a specific policy for returns and refunds. 

If you have purchased a non-customised item, you may return it within 14 days of receipt for a full refund. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please contact us to initiate the return process. 

Our return policy applies only to items purchased through our website. For any items purchased in-person at events or markets, we kindly ask that you inspect them carefully before leaving. We are unable to accept returns or offer refunds for these purchases. 

The cost of return shipping is covered by the buyer for returns made due to a change of mind or other non-fault reasons.

To ensure your order is in perfect condition before it leaves us, we take a photo of your product prior to delivery. If your item arrives damaged, please take photos of both the product and its packaging immediately. These photos will be required and reviewed first to process your claim. If the claim is approved, we will provide a pre-paid return label and instructions on how to send the item back to us.

Due to the unique and custom nature of our handmade dolls, we are unable to accept returns or offer refunds on any personalised or custom-made items. Each doll is crafted specifically for you based on your requests, making it unsaleable to another customer. Once production has started on a personalised or custom-made item, we are unable to accept cancellations or offer refunds, as we've already begun the process of creating your unique piece. We kindly ask you to be sure of your order before confirming your purchase.

Please be aware that since our products are handmade and not mass-produced, there may be slight variations. While we will do our best to match your vision or a provided photo, these variations are a natural result of the handmade process. This includes potential differences in color due to various yarn batches, as well as minor variations in size, texture, and feel. We believe these characteristics contribute to the unique charm of a truly one-of-a-kind creation.

We take great care in creating and packaging your personalised order. If your item arrives damaged or you believe there has been an error with your order, please contact us immediately upon arrival with details and photos of the issue.

For personalised items, we will first conduct an initial assessment based on the photos you provide. Once the damage has been confirmed and we have received the item, we will do our best to repair any damages. The timeline for the repair will be advised after our full assessment of the damage.

As a small business, we may send you important updates regarding your personalised doll's production via email or private message. While this is not always guaranteed, we will do our best to keep you informed. We encourage you to keep an eye out for these messages, as they may require your input to ensure your doll is to your preference.

For any approved refunds, we will process the refund to your original method of payment. If this is not possible due to limitations with our third-party payment providers, we will arrange a refund via bank transfer. Please note that it can take a number of working days for the refund to appear in your account. 

We may update this policy to reflect changes in our business practices. We will post the revised policy on this page, and the updates will be effective immediately. 

Feel free to contact us if you have any questions about this policy or your order