This Return and Refund Policy outlines how Stitch & Form handles concerns related to service outcomes, adjustments, and compensation. As our services are individually tailored to each client’s request, we aim to provide clear expectations and transparent solutions.
🔹 1. Nature of Our Services
All sewing and tailoring work carried out at Stitch & Form is customised to individual garments and specifications. These services involve manual adjustments that are specific to the garment’s fabric, structure, and condition.
Due to the personalised nature of our work, most services are considered non-refundable under UK consumer law, except in specific circumstances (see sections 2–4).
🔹 2. Unsatisfactory Results
We understand that expectations and outcomes may sometimes differ.
We assess each concern on a case-by-case basis and aim to provide a fair adjustment when applicable.
If you are not satisfied with the outcome of a service, please let us know within 7 days of collecting your garment.
We will review the issue and, where appropriate, offer one free readjustment to address reasonable concerns that are clearly related to the original request.
The readjustment offer does not apply to:
Changes in client preferences after completion
New or additional alteration requests
Garments returned later than 7 days without prior notice
All requests must be accompanied by a description of the issue and, where possible, a photo for reference.
🔹 3. Damaged Garments
We treat all garments with care. However, if a garment is accidentally damaged while in our possession, we will assess the situation to determine a fair solution.
Depending on the specific circumstances, we may offer:
A no-cost repair (if possible)
A partial refund
Compensation based on the garment’s current market value
We do not accept liability for:
Damage resulting from prior wear, existing weaknesses, or manufacturing defects
Garments that lack care labels or that were not disclosed as delicate
🔹 4. Refunds and Limitations
Refunds may be considered in rare cases, such as:
If the service provided was significantly different from what was agreed
If the garment was irreparably altered despite a clear instruction not to perform certain work
In such situations, any refund will be limited to the original service amount paid.
Refunds are not issued for customer dissatisfaction with the result that matches the agreed-upon service (e.g., expected tightness, hem height, etc.).
We do not offer returns or exchanges, as we are a service-based business and not a retailer.
We are always open to resolving concerns in a constructive and respectful way, keeping both client satisfaction and service integrity in mind.
🔹 5. Cancellations and No-Shows
If you need to cancel or reschedule an appointment, we kindly ask that you notify us at least 24 hours in advance.
Missed appointments without notice may result in refusal of future bookings, especially during peak times. We appreciate timely communication to help us manage our schedule and provide consistent service to all clients.
🔹 6. How to Submit a Concern
To submit a request for a readjustment, report damage, or discuss a refund, please contact us by email or phone within 7 days of the service completion.
Please include:
Your full name
Date of the appointment
Description of the concern
Photo evidence (if applicable)
We aim to respond to all enquiries within 2 business days.
🔹 7. Contact Us
If you have questions or wish to raise an issue about a service, please contact:
Stitch & Form
40 Greenstead Gardens, Woodford, Woodford Green IG8 7EX, United Kingdom
Email: [email protected]
Phone: +44 208 505 4270