Thank you for shopping with us! We’re committed to ensuring your order reaches you promptly and in perfect condition. Please review our delivery policy below:
1. Order Processing Time
- All orders are processed within 5-6 days
- Orders are not processed or shipped on weekends or holidays.
- If we experience a high volume of orders, shipments may be delayed by a few days. We will notify you via email if there is a significant delay.
2. Shipping Methods & Delivery Times
Please note: Delivery times are estimates and may vary depending on location, customs delays, and other external factors.
3. Shipping Charges
- Shipping charges will be calculated and displayed at checkout.
- Free standard shipping may be available for orders above a certain amount (e.g., Free shipping on orders over $500).
4. Order Tracking
- Once your order is shipped, you will receive a confirmation email with a tracking number.
- Tracking information may take up to 24 hours to update.
- APO/PO Box Addresses: We are currently unable to ship to PO, APO, DPO or FPO Addresses.
5. Customs, Duties & Taxes
- International orders may be subject to import duties and taxes, which are the responsibility of the buyer.
- We are not responsible for delays caused by customs.
6. Undeliverable or Returned Packages
- If a package is returned due to incorrect address, refusal, or unavailability, reshipping charges may apply.
- Please double-check your shipping address before confirming your order.
7. Delays & Exceptions
- We are not liable for shipping delays due to natural disasters, strikes, pandemics, or carrier-related issues.
- However, we will do our best to support and assist you in resolving any shipping issues.
8.LOST OR DAMAGED PRODUCTS
- If your parcel shows as delivered on your tracking link but you haven't received it, please contact our Customer Support Team and the courier within 5 working days from the tracking delivery date to initiate an investigation (Claims raised after 5 working days will not be accepted).
- Once verified by the carrier, we will replace any lost or damaged items during transit with either a full store credit or a replacement of the original order. Please note that lost orders are not eligible for a refund.
9- RESCHEDULING AND DELIVERY ISSUES
- Tracking: After shipping, we provide a tracking number. It's the customer's responsibility to follow up with the courier. If the courier holds the order for any reason or attempts delivery when you're unavailable, you must contact them. If there are multiple failed delivery attempts, the courier may destroy the parcel, and we will not be responsible for such incidents.
- Unaccepted Deliveries: If a customer refuses to accept delivery of a parcel and requests its return to the courier, the parcel will be considered lost or destroyed. Unfortunately, in such cases, we are unable to process a return. To arrange for a return, the customers are requested to accept the delivery and follow the return instructions provided.
- Incorrect Address Deliveries: Please ensure your shipping address is up to date. Once dispatched, we are unable to reschedule delivery to a different address. Please contact the courier for further actions or solutions. In case the order stays undelivered, the item will not be received back, as courier return costs and duty charges can often exceed the value of the items themselves. In such cases, the package will unfortunately be destroyed, and we won’t be able to process cancellations or returns.
Contact Us
If you have any questions about your delivery or need assistance, please contact our customer support at info@stitchan.com or +61 450 180 606
