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Welcome to Stitch Direct

Customer Service

Stitch Direct Terms and Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Stitch Direct's relationship with you in relation to this website.

The term Stitch Direct or 'us' or 'we' refers to the owner of the website whose registered office is Woodland Dane, Gibraltar Lane, Hawkinge, Kent CT18 7AE, England. The term 'you' refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

Prices, description and availability of goods

  • All prices are shown in GBP (Pounds Sterling) and are subject to change without prior notice.
  • All goods are sold subject to availability.
  • No contract for supply exists between us and you until dispatch of goods.
  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • Colours may vary slightly from those shown on the website due to the limitations of Internet technology.
  • All sizes quoted are approximate dimensions. Unless otherwise specified, design sizes refer to the stitched area and finishing item sizes refer to the aperture size.
  • We reserve the right to clear your payment before your order is posted.

 Payment Methods

  • We accept payment by credit or UK debit card, cheque and postal order.
  • All prices are in pounds sterling (£) and credit / debit card transactions for orders outside the UK will be converted by the card company at their current exchange rates.

    Delivery arrangements
  • If the item ordered is in stock then your order will be despatched within 5 working days of your order being received. If only part of your order is in stock then we may despatch part of the order, and send the remaining items at a later date. You will not be charged twice for delivery and we will notify you of any delay in sending your order.
  • Delivery costs are shown at the checkout and depend on the shipping destination and the delivery method selected.
  • Any delivery times quoted are estimates, based on the availability and normal delivery time in working days. Please note there are some products that we do not ship to certain destinations, which will be indicated in the product description and shopping basket.

 Cancellation / Returns

  • We want you to be satisfied every time you shop with us. Stitch Direct guarantees that if you are not entirely satisfied with your purchase and return the item(s) concerned within 28 days of receipt and in a resaleable condition, we will replace or refund payment in full. Please re-package the item(s) securely including a copy of your order statement and return them to:
    Returns Department
    Stitch Direct
    Woodland Dane,
  • Gibraltar Lane
  • Hawkinge
  • Kent
  • CT18 7AE
  • England

  • This guarantee does not affect your statutory rights.
  • Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods. We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.
  • Orders can be cancelled at any time prior to despatch. Just email quoting 'Cancellation' in the subject header and stating the item(s) you wish to cancel and the order reference in the body of the email.

  • All complaints will be dealt with fairly and quickly.
  • We will acknowledge all complaints within 5 working days.
  • We will advise you how long it will take to resolve the complaint.
  • We will keep you informed throughout the process.


Offensive or age restricted material

  • We take the utmost care to ensure that no material likely to give offence or which is unsuitable for children is displayed on our website.
  • However, sharp objects cannot be sold to people under 16 years to comply with the Offensive Weapons Act 1996. By placing orders for products with age restrictions you declare that you are of legal age to purchase those products.
  • Should you see material which is in your view offensive then please email us at

    Trademarks and Copyright
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.

  • Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods (including your credit/debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software. Comodo provides our SSL security.
  • To help us keep your personal information strictly confidential you should keep your password secret.
  • While we use SSL encryption to protect sensitive information online, we also protect your personal details offline. All employees are kept up-to-date on our security and privacy practices. If you have any questions about the security of our website, you can send an email to

 Registration and Newsletter

  • Registration is not required to view the products on our website.
  • We send all new members a welcoming email to verify username and password.
  • When registering you may opt to receive regular catalogues, newsletters, marketing information, special offers and website updates from us. You may also opt to receive marketing information from third parties who we think you may be interested to hear from. If you wish to receive these without ordering please register anyway. If you no longer wish to receive our catalogue, newsletter or promotional emails you may opt-out of receiving these communications by emailing us at

  • We use 'session' cookies for tracking your searches, shopping basket items and checkout details. If you have per session cookies turned off or have set the highest level, of security in your browser settings you may be unable to purchase items from our site.

    Log Files
  • We may use IP addresses to analyse trends, administer the website, track users' movements and gather broad demographic information. IP addresses are not linked to personally identifiable information. (Your IP address is a number that identifies a computer during an internet session. This enables our website to keep track of items in your shopping basket whilst you are on the site).

 Links to/from 3rd party sites

  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • We encourage our users to be aware when they leave our website and to read the privacy statements of each and every website that collects personally identifiable information.
  • You may not create a link to this website from another website or document without Stitch Direct's prior written consent.

    Legal Status
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
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