Return & Refund Policy
At Stitch & Stone, our customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help. Please review our return and refund policy below.
Return Eligibility
You may request a return within 21 days of receiving your purchase. If requested within 14 days, you will eligible for a full refund otherwise the final 7 days you will be eligible for an exchange or store credit. For orders picked up in store, the same policy applies from the day your receive your pick up notification.
To be eligible for a return items must be:
- Be unused, unwashed and in it's original condition
- Tags must still be attached
- In store returns must include the original receipt
Items that are not available include:
- Final sale or Clearance items
- Gift cards
- Intimates including bralettes, bodysuits and swimwear
- Sunglasses
- Skincare and body care products
- Free promotional gifts
Return Method
Returns are accepted through mail or can be processed in store.
To start a return please Click here.
- Follow the instructions on the portal to submit your return. You will receive a return shipping label once the return is approved.
- Securely pack items. If available, please use original packaging. Please ensure that fragile items are wrapped in bubble wrap and packed tightly. If you are returning shoes, you MUST have the original box and please make sure to put the box in a separate polymailor or bag.
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Print the return label and attach it to the outside of the package. Drop off your package within 7 days to your nearest carrier location.
For any additional questions, please email returns@stitchandstone.ca
Return Shipping Costs & Restocking Fees
Customers are responsible for the entire return label cost unless the item is:
- Damaged
- Defective
- Incorrectly shipped
Original shipping charges are non refundable.
All orders are subject to a $2 restocking fee. If customers opt in for Checkout+ before your order has shipped, you will only be charge a $5 handling fee that was paid at checkout. No additional fees will be deducted.
Checkout+
We've just launched Checkout+ on our website to lower the cost of returns for our customers. While processing your order, you can now opt in for Checkout+ to enable free returns. For only a $5 fee, you will be able to return your item without being charged a return handling fee or paying for the return shipping fee.
See below on where to enable Checkout+
Once your order has shipped, we cannot add Checkout+ and you will be responsible for the handling fee & return shipping label. If you want to add it to your order prior to shipping, please email returns@stichadnstone.ca. On the flip side, if you added it to your order and didn't mean to, please reach out and we can refund the fee.
Refunds
Refunds are eligible for orders who submit return requests with 14 days of receiving their items. Once your return is received back at our warehouse, it will take a maximum of 3 business days to process your refund.
- Refunds will be processed back onto the original payment method.
- Refunds can take between 3-10 business days to be returned to your card.
- Return shipping fees are non-refundable
We have the right to refuse any return that does not meet our return policy standards. If you return is rejected, you will be notified and the items can be shipped back to you at your own expense.
Exchanges & Store Credits
Exchanges & Store Credits are eligible for orders who submit return requests with 21 days of receiving their items. Once your return is received back at our warehouse, it will take a maximum of 3 business days to process your return.
- Credits & Exchanges will be processed within 3 business days of receiving the return.
- Store credits will be returned in the form of a gift card.
If you have opted in for Checkout+, your order is eligible for one free exchange. After that, you will be charged for any additional exchanges.
Damaged or Incorrect items
If your items arrive damaged, defective or incorrect, please submit your return request by clicking here.
- Make your way through the return portal to submit a description and upload images for our team to review.
- Once your return is approved, you will be sent a return shipping label. These labels will be free of charge and handling fees.
We will do our best to replace the items however if that is not possible, we will refund the item back onto the original payment method.
For any additional questions, please email returns@stitchandstone.ca
Order Cancellations
Orders can only be cancelled within 24 hours of placing them.
To request a cancellation, please email returns@stitchandstone.ca
Once your order has shipped, we can no longer make any edits or cancellations and you will have to proceed through the return portal.
United States Returns
Please email our team within 21 days to be eligible for a return. If requested within 14 days, you will eligible for a full refund otherwise the final 7 days you will be eligible for an exchange or store credit.
- Email our returns department at returns@stitchandstone.ca to get your return approved.
- Please pack your order up and ship back your return to following address. Please complete the return form provided and include it in the package. All return shipping costs will be at the expense of the customer.
- Once we receive your return in the mail, we will issue a refund to original payment method.
Stitch & Stone Returns
1542 Lasalle Blvd. Unit D
Sudbury Ontario
P3A 1Z7
**Please note: If COD charges are incurred when we receive your returned item, the COD cost will be deducted from your refund total.
Non-Returnable Situations
We may refuse a return if:
- The return request is made outside of the return window
- Item shows sign of use of damaged caused by the customer
- The product is missing parts, accessories and original packaging
Contact Information
Email: returns@stitchandstone.ca
Phone: 1-705-586-0401
Warehouse Address: 1542 Lasalle Blvd., Unit D, Sudbury ON, P3A 1Z7
Store Address: 1332 Kingsway Blvd #2, Sudbury ON, P3B 0A3