Refund policy

Returns & Refunds

At Stitch Nest, every piece is made with care right here in Ballarat. Because most items are made to order and personalised just for you, we encourage you to double-check all details before placing your order.

That said  if something isn’t right, we’re here to help.

Faulty or damaged items
If your item arrives damaged, faulty, or significantly different from what you ordered, please contact us within 30 days of receiving your order so we can make it right.

We may offer a replacement, repair, or refund where appropriate. Please include your order number and photos of the issue so we can assist you quickly.

Change of mind & personalised items
Because items are made to order and personalised, we cannot accept returns for:

• change of mind
• incorrect size selection
• incorrect spelling or details entered at checkout
• thread colour choices selected by the customer

We always recommend checking names, dates, and sizing carefully before ordering.

Eligibility for returns (faulty items only)
To process a return, items must be unused, in original condition, and include proof of purchase.

Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major fault and compensation for any other reasonably foreseeable loss or damage.

Need help?
If you have any questions, please reach out via the Contact Us page I’m always happy to help.