Refund policy

At Stitchmory, every item is individually made and personalized especially for you. Because of the custom nature of our products, please review your order details carefully before completing your purchase.

1. Returns & Exchanges for Custom Products

Because every Stitchmory item is personalized and made specifically for each customer, we do not accept returns or exchanges for reasons related to customer preference, including:

Change of mind
Incorrect size or color selected by the customer
Incorrect personalization details submitted by the customer
Preference regarding a correctly produced custom design

Customized items are considered final sale once production has started.

If you notice an error in your order details before production begins, please contact us as soon as possible. We will do our best to make the requested changes.

If your item arrives damaged, defective, or incorrect due to an error on our part, you do not need to return the item unless specifically requested by our support team. We will provide a replacement or refund in accordance with the policy below at no additional cost to you.

2. Damaged, Defective, or Incorrect Items

We carefully inspect each personalized item before shipment. However, if your order arrives damaged, defective, or incorrect due to an error on our part — such as the wrong design, color, size, or personalization — please contact us within 7 days of delivery.

Please email us at contact@stitchmory.com and include:

Your order number
Clear photos of the affected item
A brief description of the issue

Once the issue has been reviewed and confirmed, we will provide a replacement or full refund at no additional cost to you.

3. Customer Personalization Errors

Please carefully review all names, text, dates, sizes, colors, and other personalization details before submitting your order.

We cannot provide a free replacement or refund for errors in information submitted by the customer once production has started.

If you notice an error shortly after placing your order, please contact us as soon as possible. If production has not yet started, we will do our best to update your order.

4. Lost or Undelivered Orders

If your tracking information indicates that your package may be lost in transit, or your order has not arrived within a reasonable period after the estimated delivery date, please contact us so we can investigate the shipment with the carrier.

If the package is confirmed as lost in transit, we will provide a replacement or full refund at no additional cost to you.

We are not responsible for packages that cannot be delivered due to an incorrect or incomplete shipping address provided by the customer. If you notice an address error before your order has shipped, please contact us as soon as possible.

5. Refund Processing

Approved refunds will be issued to the original payment method used for your purchase.

Once a refund has been processed, please allow approximately 5–10 business days for the credit to appear on your bank statement or card balance. Processing times may vary depending on your financial institution.

If an order is refunded because the item was damaged, defective, incorrect, or confirmed lost in transit due to circumstances for which Stitchmory is responsible, the customer will not incur additional costs.