These terms and conditions apply to customers located in the UK ("Customers") who access the Stitchink.co.uk website ("Website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.
These are the terms and conditions of StitchInk ("Stitch Ink"), which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.
You should print a copy of these terms and conditions for future reference.
The Website is operated by Stitchink.co.uk, whose registered address is Stitchink.co.uk
If you have any questions about the Website please contact customer services.
How to order
1. Select the goods you require from the Website and click 'Buy Now';
2. Choose the quantity of goods you wish to purchase from StitchInk (the default will be one (1) unit). Please note that a limit is set to ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact customer services who will be able to assist you with your order;
3. Review your bag making sure all specifications such as size (see our sizing chart) and colour fit your requirements, then click "Secure Checkout";
4. If you are a new user you will need to enter an email address and create a user name and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address;
5. Once you have set up an account, you will be directed to the (shipping confirmation / delivery options) page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses.
6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by Stitchink.co.uk Retail Ltd on our behalf (see below). Following submission of your order you will be sent an automated order acknowledgement to the email address provided.
By placing an order through the Website, you warrant that you are legally capable of entering into binding contracts.
How the contract for the goods is formed between you and StitchInk
After placing your order you will receive an automated acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by StitchInk. You will receive an email confirming that StitchInk has accepted your order when your order has been processed and is ready for delivery by StitchInk
Once StitchInk accepts your order, a contract to purchase the goods from StitchInk takes effect between you and StitchInk
The contract to sell goods to you only relates to those goods listed in the confirmation email.
You will not be charged before your order has been processed and is ready for delivery. However, upon receipt of your order, StitchInk will create an authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order but this will not be realised until your order has been picked and processed in Stitchink.co.uk Retail LtdLtd's warehouse. In the event of us not being able to fulfil your order we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
A description of the main characteristics of goods can be found on the product pages of the Website.
Prices for goods on the Website appear on the product pages and include all applicable taxes.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.
The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
StitchInk is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.
Any goods showing ex display on the image are heavily marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks.
Data protection and privacy
The StitchInk Group takes appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal information, including encrypting your information to applicable industry standards.
During your visit to the Website, the Stitch Ink Group may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your goods and queries. The Stitch Ink Group only keeps your information for as long as is necessary to process your order, process any applicable refunds, respond to any complaints/feedback or to provide you with promotional information you have subscribed to.
Ordinarily the Stitch Ink Group does not have access to your financial information which is securely transferred directly to their card processing agents who process it on the Stitch Ink Group's instructions.
The Stitch Ink Group's card processing agents and their couriers are required to maintain the security and confidentially of your personal details, and are required not to retain, share, store or divulge any personal information for any other purposes.
When you register your details on the Website, you have the option to subscribe to future promotions and special offers. You may unsubscribe from this at any time by emailing customer services.
The Stitch Ink Group will not transfer your information outside the European Economic Area ("EEA") unless you are a user located outside the EEA in which case it may need to transfer your information to deliver your goods, process payment/refunds, or to send you promotional information you have subscribed to.
The Website can recognise past users by using cookies. Cookies personalise your visits to the Website to meet your individual preferences. You can disable cookies by adjusting your internet settings.
When you supply your information to the Stitch Ink Group you accept the risks associated with the Internet and consent to the Stitch Ink Group processing your information in accordance with this policy and will not hold any member of the Stitch Ink Group responsible for any loss of your information unless it has breached its duty of care to you.
Method of payment
You may pay by Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (AMEX), PayPal and Gift Cards.. Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
Stitch Ink charges are collected by Stitchink.co.uk Retail Ltd on behalf of StitchInk during the checkout procedure and Stitchink.co.uk Retail Ltd undertakes to pass your payment on to Stitch Ink on your behalf.
Gift Cards can be redeemed by UK customers only online at Stitchink.co.uk and in branches of Stitchink.co.uk Retail Ltd located in the United Kingdom only). Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months after purchase. Any balance remaining after expiration of the validity period will be cancelled.
Gift Cards cannot be used to buy further Gift Cards.
Gift Cards cannot be used to purchase goods for delivery outside of the UK.
To help us prevent fraud, orders of £200 GB pounds or more may require a landline telephone number. Card fraud is illegal and perpetrators will be prosecuted.
Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
UK delivery charges will be confirmed to you, before your order is accepted.
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes.
UK Delivery options
Stitch Ink offers the following options for orders – Standard Delivery (usually £5.00), Express Delivery (usually £6.99) and Next Day Delivery (usually £6.99) . Please see below for further information about UK delivery options.
Some orders may also be eligible to use the Click & Collect or Collect+ delivery service.
Stitch Ink occasionally runs offers on delivery costs where, for example, they will upgrade you to Express Delivery for the same cost as Standard Delivery. Please see "Express Delivery".
Delivery times depend on the delivery service selected and the types of goods ordered. Stitch Ink always aims to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by Stitch Ink with you.
Stitch Ink will use third party couriers. Couriers will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier's first visit they may leave it at a neighbouring address, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. If there is no safe place a calling card will be left with the courier's contact number to arrange re-delivery. Stitch Ink's couriers will deliver until 9pm in most areas!
The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt they will return the goods to Stitch Ink and Stitchink.co.uk Retail Ltd will issue a refund on their behalf. Stitch Ink reserves the right to re-charge the delivery cost for re-delivery.
If you select Stitch Ink's standard delivery option, Stitch Ink aims to have all accepted orders placed before 7pm dispatched in three (3) to five (5) working days, excludes Weekends and Public/Bank Holidays.
If you are ordering to a BFPO address then these shipments will be delivered to the BFPO Headquarters, once delivered there it will be the responsibility of the HQ to send these orders on to you. For only: £7.99.
If you select the Express Delivery option, and your order is placed and accepted before 7pm Sunday to Thursday, Stitch Ink aims to have your order delivered to your door within one (1) to two (2) days provided the next day is not a Saturday, Sunday or Public/Bank Holiday. Orders placed after 7pm will take an extra 24 hours to deliver (excludes Weekends and Public/Bank Holidays).
Express Delivery is not available for certain areas of the UK including the Highlands and the Channel Islands. If the delivery destination is located in an area where Express Delivery is not available, your order will be delivered as soon as possible.
Next Day Delivery
If you select the Next Day Delivery option, and your order is placed and accepted before 7pm Sunday to Friday, we aim to have your order delivered to your door within one (1) day provided the next day is not a Sunday or Public/Bank Holiday. Orders placed after 7pm will take an extra 24 hours to deliver (excludes Weekends and Public/Bank Holidays).
Next Day Delivery is not available for certain areas of the UK including the Highlands and the Channel Islands. If the delivery destination is located in an area where Next Day is not available, your order will be delivered as soon as possible.
Returns and exchanges
1) Cancelling your online order within the cooling off period
You have 14 days to change your mind from the day after you receive your order.
a) Can I cancel any item that I order?
You can cancel any item ordered online in accordance with the terms in this section apart from:
• personalised or bespoke items;
• any items which deteriorate or expire rapidly;
• any items that are sealed for health protection or hygiene reasons if you have unsealed them; and
• any items that have been inseparably mixed after delivery.
b) When do I have to cancel my order by?
Your cancellation period ends 14 days after the day on which the items are delivered to you (or someone you nominate to receive the items for you) or you collect your items from one of our Collect + stores (UK Mainland only). If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 14 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).
c) How do I notify you that I want to cancel my order?
You can cancel by sending an email to firstname.lastname@example.org, by telephoning (+44) 0113 469 9175 or by post to
You need to give Stitch Ink a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.
You can use the Returns Form but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to Stitch Ink at the above email address or post it to Stitch Ink at the address above.
d) How do I send my items back?
You must return your items by post to Customer Returns,
no later than 14 days after the day on which you informed Stitch Ink that you would like to cancel your order. Any returns are at your own risk. For your protection, Stitch Ink recommends that you return your items via registered post.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.
The items do not need to be in their original packaging however they must be in a sellable condition.
e) How much money will be refunded to me?
Stitchink.co.uk Retail Ltd will refund you in full on Stitch Ink's behalf for any items you return, but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.
If you are returning all items in your order, Stitchink.co.uk Retail Ltd will also refund the cost of the initial delivery to you on Stitch Ink's behalf, but only up to the cost of the standard delivery charge. Stitchink.co.uk Retail Ltd will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.
Stitchink.co.uk Retail Ltd will refund you on Stitch Ink's behalf using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Stitch Ink receives the items you are returning back from you.
2) In store purchases
Please return your purchases to either the store you purchased from or your local store.
3) Items that are incorrect or require exchange
Please clearly state on the Returns Form the reason for return and whether you require a refund or exchange. Stitch Ink is only able to exchange items for the same product.
Stitch Ink advises that you send items back via registered post. The return address is:
Personalised items are non-returnable (unless they are defective). Some items are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
The items do not need to be in their original packaging however they must be in a sellable condition, and sent to Stitch Ink at your own cost and risk.
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Stitch Ink may have a right of action against you for compensation. This applies to all items that are returned.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Stitch Ink has received back. If a refund or reimbursement is payable to you, Stitchink.co.uk Retail Ltd will transfer the money on Stitch Ink's behalf using the same method originally used by you to pay for your purchase. Stitchink.co.uk Retail Ltd cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of items using a Gift Card, as detailed below).
If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), Stitch Ink will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.
Stitch Ink aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with Stitch Ink's freepost address then due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.
4) Defective items
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
1. Tier 1: within 30 days* of receiving the defective item, you can choose to receive either:
• a repair or replacement; or
• a full refund.
2. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
3. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
• keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Stitch Ink depending on what is reasonable in the circumstances); or
• return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).
* The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.
If you think you have received a defective item, please return the items back to Stitch Ink including details where possible of:
• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement
Stitch Ink advises that you send items back via registered post. The return address is:
Stitch Ink will examine the returned items and notify you of your refund or repair or replacement via e-mail within a reasonable period of time.
Stitchink.co.uk Retail Ltd will process any refund due to you on Stitch Ink's behalf as soon as possible and, in any case within fourteen (14) days after the day Stitch Ink confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Stitch Ink will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Stitch Ink will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact customer services
Warranty and limitation of our liability
If Stitch Ink fails to comply with these terms and conditions, Stitch Ink shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of Stitch Ink's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
Stitch Ink will not be liable for losses that result from its failure to comply with these terms and conditions that fall into the following categories:
(a) loss of income or revenue;
(b) loss of business;
(c) loss of profits;
(d) loss of anticipated savings;
(e) loss of data; or
(f) waste of management or office time.
Nothing in these terms and conditions is intended to exclude or limit Stitch Ink's liability for:
(a) death or personal injury caused by Stitch Ink's negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;