FAQ

Find answers to our most frequently asked questions.

Find answers to our most frequently asked questions.

Shipping & returns

How long does production take?

We aim to ship our products within two working days but always say to allow five working days incase of delays prior to shipping.

If you have a deadline contact us and we will do our best to accommodate - you can also chose express shipping at checkout.

How much is shipping? Where do you ship to?

We offer FREE shipping over $150 and flat rate $10 Australia wide. If you can enter your address at checkout, we can ship to you! You can also chose express shipping 1-2 days at checkout.

Can you tell me more about your shipping process?

Orders are received and popped into embroidery production within two-five business days - then they're wrapped up and posted directly to you!

How can I track my order?

We will send you a tracking number to your email once your package has been shipped with Australia Post/

Returns Policy

Refund Policy:

Thank you for shopping at Stitch Nest! We aim to provide high-quality products and exceptional service to our customers. Please read our refund policy carefully.

  1. Refunds for Faulty Products:
    We take pride in the craftsmanship of our products. If you receive an item that is faulty or damaged, please contact us within 14 days of receiving your order. To initiate a refund or exchange for a faulty product, please provide clear photos showing the defect, and our customer service team will be happy to assist you in resolving the issue promptly.
  2. No Refunds for Customer-Supplied Incorrect Spelling:
    We kindly ask our customers to review all personalised details carefully before placing an order. As personalised items are crafted based on the information provided by the customer, we do not offer refunds or exchanges for items with spelling errors or incorrect information supplied by the customer at the time of purchase.
  3. No Refunds for Change of Mind on Personalised Items:
    Due to the personalised nature of our products, we are unable to offer refunds or exchanges for items where the customer has simply changed their mind. Please consider your customization options carefully before placing your order.
  4. Refund Process:
    If you are eligible for a refund based on the above criteria, please contact our customer service team at hello@stitchnest.com.au with your order number and details of the issue. Refunds will be issued to the original payment method used for the purchase within 14 business days after approval.
  5. Cancellation Policy:
    Orders for personalised items cannot be canceled once production has begun. If you need to make changes to your order, please contact us as soon as possible, and we will do our best to accommodate your request.
  6. Non-Returnable Items:
    Certain items are not eligible for return or refund, including but not limited to gift cards, downloadable products, and perishable goods.
  7. Contact Us:
    If you have any questions about our refund policy or need assistance with a return, please don't hesitate to contact us. Our customer service team is here to help!

Please note that by making a purchase from Stitch Nest, you agree to abide by the terms and conditions outlined in this refund policy. We reserve the right to update or modify this policy at any time without prior notice.

Shipping Policy

Shipping Policy:

Thank you for choosing Stitch Nest for your embroidery needs. We aim to provide you with a seamless and efficient shipping experience. Please review our shipping policy below:

  1. Processing Time:
    Orders are typically processed and dispatched within 2-5 business days after payment confirmation. Please note that personalised or custom items may require additional processing time.
  2. Shipping Methods and Delivery Time:
    We offer several shipping options to accommodate your needs:
  3. Shipping Rates:
    Shipping rates are calculated based on the total weight of your order and the selected shipping method. You can view the shipping cost for your order during the checkout process before making payment.
  4. Order Tracking:
    Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. You can track the status of your shipment by entering the provided tracking number on our website or the carrier's website.
  5. Shipping Restrictions:
    Please note that we currently only ship to addresses within AUS
  6. Customs and Duties:
    For international orders, please be aware that customs duties, taxes, and fees may apply upon delivery. These charges are the responsibility of the recipient and are not included in the order total or shipping cost. Customs policies vary by country, so we recommend contacting your local customs office for more information.
  7. Delivery Issues:
    While we strive to ensure timely delivery of all orders, please understand that delivery times may vary due to factors beyond our control, such as weather conditions or carrier delays. If you encounter any issues with the delivery of your order, please contact our customer service team, and we will assist you in resolving the issue as quickly as possible.
  8. Incomplete or Incorrect Addresses:
    It is the responsibility of the customer to provide accurate and complete shipping information at the time of purchase. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If you realize you have provided an incorrect shipping address, please contact us immediately to update your information.
  9. Lost or Stolen Packages:
    We are not responsible for lost or stolen packages after they have been successfully delivered to the address provided by the customer. If you believe your package has been lost or stolen, please contact the carrier directly to file a claim. If you need assistance with this process, please contact our customer service team, and we will do our best to help.

If you have any questions or concerns about our shipping policy, please don't hesitate to contact us. Your satisfaction is our top priority, and we are here to assist you with any inquiries you may have.