Shipping & Returns
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+
If you choose to not opt in for Checkout+, you will still be able to return your items for a refund however you will be charged a $2 handling fee and the entire cost of the return shipping label that will be deducted from your refund amount when the return is processed.
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.
If you are processing your order through an accelerated checkout on the product page(i.e. Apple Pay) then the Checkout+ option will not show up. We would encourage you to checkout through the cart in the top right corner.
Our Return Policy
You will have 14 days to receive a full refund and 21 days to process an exchange or receive store credit. For orders that were shipped out, you have 14 days from the day you received your order to begin processing your return. For orders that are picked up locally, you will have 14 days from when you receive your 2nd notification email to begin processing your return.
Refunds will be issued to the original payment method that was used. All gift returns will only be eligible for store credit.
Items must be unwashed, unworn, and in original condition with the tags still attached. In-store purchases must include original receipt to be eligible. Returned items will be inspected once received, and items that do not meet our policy will be shipped back at customers expense.
We have the right to refuse any return if it does not meet our return policy standards.
FINAL SALE ITEMS
Sale Items, Intimates including underwear, bralettes, bodysuits and swimwear, Sunglasses, Jewelry, Skincare and body care products, Free promotional gifts and Damaged items purchased with indication of its condition (damaged tag included on the garment.)
PRICE ADJUSTMENTS
We are unable to honour any price adjustments.
Local Returns:
If you are local, we encourage you to stop by our Kingsway location where one of our sales associates will be happy to assist you in processing your return or exchange.
We are also able to process exchanges at our Lasalle warehouse location.
If you are unable to visit us in store, please follow the instructions below on how to ship your order back to us.
Please reach out to our returns department by emailing returns@stitchandstone.ca if you have any questions or concerns.
CANADIAN RETURNS
- Click here to start your return
- Answer all of the questions asked through 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.
- 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.
- Once we receive your package back at our warehouse, we will process your refund, store credit or exchange.
***All refunds are subject to a $2 handling fee and the entire return label cost. If you 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. If you opt to exchange or receive a store credit, rather than a full refund, you will not be charged a handling fee.**
We will do our best to fulfill every exchange request, however due to the high volume of orders, we may experience products being oversold. In this case, we will issue you a store credit for the item.
Exchanges:
Each order is subject to one free exchange. If you are processing a second exchange from the same order, you will be in charge of covering the return label cost.
Returning a Damaged item:
Click here to submit your damaged return.
Your damage return will be submitted to our returns team to review. Once it has been approved, you will receive a Canada Post returns label to send your item back to us. You will not be charge the $15 handling fee for returned damage items. If you have any further questions, please email our returns team at returns@stitchandstone.ca
UNITED STATES & INTERNATIONAL RETURNS
- 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.
Have a question?
Email returns@stitchandstone.ca or give us a call at (705) 586-0401
Local Pickup
We are pleased to offer a local in store pickup option for our customers. It can take a maximum of 3 business days to fulfill your In Store pick up order.
You can pick up your order in store at our store front at 1332 Kingsway once you receive your pick up notification in your email.
Shipping
We provide free shipping to all Canadian orders over $175 (before tax).
All orders that don't meet the free shipping threshold will be required to pay a flat rate sipping fee between $15 and $20 based on the province they are shipping to.
We also offer Express shipping within Canada for a flat rate shipping fee between $25-$45 based on which province you are shipping to.
We aim to process online orders in 72 hours. You will receive an email confirming that your order has been shipped. All tracking information will be provided in this email.
All orders to the United States have a flat shipping rate of $26. Please note, we do not cover any additional customs and tax fees.
Other countries we ship to:
- United Kingdom
- Australia
- Europe (France, Italy, Switzerland)
All International orders have a flat shipping rate of $65 - However, if it costs less to send (depending on weight and size) you will be refunded the difference. We only charge you the minimum that is required to ship the order.
If you would like a more accurate quote on shipping for an international package, please send us an email to returns@stitchandstone.ca
** Please note that due to high volumes of orders, some products may be oversold. Refunds will be issued for oversold items. We apologize for any inconveniences, we will do our best to fulfill all orders. **
ADDITIONAL SHIPPING INFORMATION
If a package does not reach its destination and is sent back to us, the customer will be held responsible for any return and original shipping charges. To prevent this from happening please look out for any delivery attempt notifications and use the 'TRACK MY ORDER' feature located on the Canada Post website.
Stitch & Stone is not responsible for lost or stolen packages. If your package shows "delivered" and you have not received it, please reach out to returns@stitchandstone.ca to file a claim with Canada Post.
Stitch & Stone is not responsible for any customs charges or local taxes due to international shipment. Please familiarize yourself with your countries regulations as payment of these duties may be necessary to release your order.
Have a question?
Email returns@stitchandstone.ca or support@stitchandstone.ca or give us a call at (705) 586-0401