Refund policy
Refund Policy
This Refund Policy applies to all purchases made through the Stitch Up Apparel website. By placing an order, you agree to the terms outlined below.
1. Custom and Personalised Orders
Every item we make is custom-made based on the images and instructions you provide at checkout. Because of this, we don’t offer refunds or returns for change of mind or if you're not happy with the final result — including if it’s not exactly what you pictured.
Our artists create a stylised interpretation of your image, not a photo-realistic replica. If you choose not to purchase our optional Artwork Preview service (which includes unlimited revisions before production), you’re agreeing that the final design created by our team will be considered complete and approved.
To avoid surprises, we strongly recommend selecting the Artwork Preview option at checkout so you can review and request changes before we start production.
2. Cancellations and Changes
Once your order is placed, our team usually begins working on it pretty quickly. That means we’re not always able to cancel or edit orders after they’ve been confirmed.
If your order hasn’t entered production yet, we may (at our discretion) offer a partial refund, minus a $20 AUD non-refundable fee to cover the work already completed by our design team.
3. Incorrect Shipping Details
Please make sure your shipping info is correct at checkout! We can't take responsibility for delays or lost parcels due to incomplete or incorrect addresses.
If your order is returned to us because of an incorrect address, we’re happy to re-send it — but you’ll need to cover the additional shipping cost.
4. Shipping Costs & International Fees
All shipping costs are non-refundable, including the original postage and any costs related to returns or re-delivery.
For international customers, any import duties, taxes, or customs fees charged by your country are your responsibility. Stitch Up Apparel isn't liable for delays or charges imposed by customs or postal carriers.
5. Orders Purchased with Discounts or Promotions
Orders placed during a sale or with a discount code are considered final sale. This means they can’t be refunded, returned, or exchanged — unless there’s a genuine fault as covered under Australian Consumer Law.
6. Lost, Stolen, or Delayed Deliveries
Once your order leaves our hands, it’s in the care of the shipping provider.
We’re not liable for any order that’s lost, stolen, delayed, or damaged in transit. If something goes wrong, we recommend reaching out to the postal service directly using your tracking number to lodge an inquiry.
7. Need Help?
We know custom orders are a big deal — and while we can’t offer refunds or returns in most cases, we’re always here to help however we can.
If you have a concern about your order, please get in touch:
Email: admin@stitchupapparel.com