Politique de remboursement

Returns & Refunds Policy (Pip & Stitch)

We hope you love your order! Most of our pieces are made to order and personalised just for you, which means they’re unique to the customer who ordered them.

Custom & personalised items

Because personalised items are made especially for you, we can’t accept returns or exchanges for change of mind, sizing, or personal preference (including all embroidered/personalised pieces).

That said — if something isn’t right, we’ll always help.

Problems with your order (damages, defects, wrong item)

Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong item, contact us as soon as possible so we can make it right.

  • Report any issues within 14 days of delivery

  • Email us at email@pipandstitch.com (please include your order number), or use the chat box on our website

If the issue is confirmed, we may offer a replacement, repair, or refund, depending on the situation.

Colour & design notes 

All our embroidery is created using carefully selected thread colours and materials. Please note that colours can vary slightly from photos or digital previews due to lighting, screen settings, and the natural texture of thread.

Because every design is individually made, we’re unable to offer remakes or refunds for minor colour variations or personal preference. We do our very best to capture your pet’s personality and likeness — and part of the charm of personalised work is that each piece is a little unique.

If you’re not completely happy, please reach out. We’ll always do our best to review your order and find a fair solution.

Non-personalised items

If your order includes an item that is not personalised, you can request a return within 14 days of delivery, as long as it is:

  • unworn and unused

  • in the same condition you received it

  • with tags attached (if applicable)

  • in its original packaging

  • accompanied by proof of purchase

Sale items and gift cards are not eligible for return.

How to start a return

Email us at email@pipandstitch.com with your order number and the reason for your return, and we’ll guide you through the next steps.

Refunds (for approved returns or confirmed issues)

Once we’ve received and inspected your return (or confirmed a fault), we’ll let you know if the refund is approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Banks and card providers can take additional time to process and post the refund.

If more than 15 business days have passed since approval, please contact us at email@pipandstitch.com.

European Union & UK consumer rights

If your order is shipped to the European Union, you may have the right to cancel within 14 days for non-personalised items. This right does not apply to personalised or made-to-order goods, unless they are faulty or not as described.

Nothing in this policy affects your statutory rights.