Shipping & Returns

CHRISTMAS RETURN POLICY:

As of November 1st, all items purchased as Christmas gifts are eligible to be returned until January 10th, 2024 for a full refund and January 17th, 2024 for store credit. All refunds must go back onto the original payment method. If the original payment method is not present at the time of the return, store credit will be issued. 

All intimates, sunglasses, skin & body care products, jewelry and sale items are FINAL SALE and not eligible for a return.

CANADA POST CHRISTMAS SHIPPING DEADLINES:

Zone Xpresspost Expedited Parcel
Local December 21st December 20th
Regional December 21st December 18th
National December 20th December 12-19th
USA December 15th December 13th

 

Please note that these are referencing the days the orders are shipped out, not that the date that orders are place. Our current processing time for online orders is 3 business day. We do not process orders on the weekends. Please plan accordingly and order as soon as possible to avoid any delays in the arrival of your packages.

UPS Shipping Deadline:

The last day to delivery for guaranteed holiday delivery is December 15th.

 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

- Damaged items purchased with indication of its condition (damaged tag included on the garment) 

- Intimates including underwear, bralettes, bodysuits and swimwear

- Sunglasses  & Jewellery

- Skincare and body care products

- Free promotional gifts 

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

Follow these steps to process your return:

  1. Click Here to Start your Return! 
  2. Enter your order number and email into the returns portal
  3. Select the item you wish to return and proceed with the return by answering all of the questions that follow. If you are returning more than one item, repeat the process with the next item. 
  4. Once you have added all of your items, Click on “Continue with return” 
  5. At this point, you will be charged a $12 handling fee as a flat rate return shipping fee. This charge will be pulled from your refund or store credit amount unless you are exchanging for a new item. In this case, you will have input your credit card information on the right hand side.
  6. Click “Submit Return.” You will be redirected to a new page where your return shipping label will be automatically generated. 
  7. 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.
  8. Print the return label and attach it to the outside of the package.
  9. Drop off your package within 7 days to your nearest carrier location.
  10. Once we receive your package back at our warehouse, we will process your refund, store credit or exchange.

***If you opt to receive a store credit, rather than a full refund, you will not be charged the $12 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. 

Returning a Damaged item:

  1. Click here to Start Your Return!
  2. Enter your order number and email into the returns portal.
  3. Select the item you wish to return and proceed with the return by answering all of the questions that follow. Ensure that the reason selected for the return is “Item was damaged”
  4. Once you have added all of your items, Click on “Continue with return” 
  5. At this point, you will be charged a $12 handling fee as a flat rate return shipping fee. This charge will be pulled from your store credit amount unless you are exchanging for a new item. We will waive this fee when we process your return once the item arrives back at our warehouse. 
  6. Click “Submit Return.” 
  7. At this point your order will be placed under review and our team will be in touch soon to finalize this return. 
  8. Once approved, you will be refunded your handling fee as we will cover the return shipping cost for the damaged item. 
  9. Securely pack items. If available, please use original packaging. Please ensure that fragile items are wrapped in bubble wrap and packed tightly. 
  10. Print the return label and attach it to the outside of the package.
  11. Drop off your package within 7 days to your nearest carrier location.
  12. Once we receive your package back at our warehouse, we will finish processing the return. 

UNITED STATES & INTERNATIONAL RETURNS

  1. Email our returns department at returns@stitchandstone.ca to get your return approved.
  2. 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.
  3. 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 support@stitchandstone.ca or give us a call at (705) 586-0401

Local Pickup

We are pleased to offer a local pickup option for our customers. Please allow 48 hours to process a curbside pickup order. You will receive a confirmation email once your order is ready for pickup. 

Curbside pickup is only available at our warehouse headquaters located at 1542 Lasalle Blvd. between the hours of 9am - 5pm Monday to Friday. When you arrive, give us a call at 705-586-0401 and someone will bring your order out to you. Please use the map below if you are unclear on where to go:

 

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