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Customer Service & Returns Policy

Shipping & Delivery

Delivery costs and options are shown alongside each product as you browse our store.
We offer a standard delivery service using Royal Mail First Class which is added to the item cost when you pass through the check-out to pay.
If you're purchasing from one of our special Club or School shops however, you may be able to opt for free pick-up from our offices in Diss or from your Club / School premises.  You wil be advised if this option is available in the delivery terms shown of an individual item.
From time to time, as part of a specific sales campaign, we will show special discount offers on delivery, which are only valid for the period stated in the offer.
Privacy & Security

This privacy policy sets out how StripteesUK uses and protects any information that you provide when you use this website. StripteesUK is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement. StripteesUK may change this policy from time-to-time by updating this page, you should check back to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • Your name
  • Contact information, including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service and in particular for the following reasons:

  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests

Security

We are committed to ensuring that your information is secure.  In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest.  Once you have used these links to leave our site, you should note that we do not have any control over that website. We cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at caitlin@stripteesuk.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Unit 5 Gilray Road Diss Norfolk IP22 4EU.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE nameCOOKIE Description
CART The association with your shopping basket.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your basket and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.
IS_DEVELOPER_MODE Session crypt key to indicate whether system is in developer mode.
SAAS_DESIGNEDITOR_VISUAL_BLOCK_MANAGEMENT_MODE Indicates whether system is in visual block management mode.
SAAS_DESIGNEDITOR_THEME_PREVIEW_MODE Indicates whether system is in theme preview mode.
SAAS_DESIGNEDITOR_INLINE_TRANSLATION_MODE Indicates whether system is in inline translation mode.
MAGE_COOKIE Indicates that cookies are initialized.

Returns & Replacements

We are confident that you will be delighted with your purchase, if however, you are not completely satisfied, we offer a 14 day Returns Policy.  You can return your item(s) to us within 14 working days of delivery for exchange or refund – please see “How to cancel or arrange a return, exchange or refund” below for guidance on how to arrange this. Your statutory rights are not affected.

Exceptions from 14 Day Returns Policy -  customised goods

Our 14 Day Returns Policy does not apply to goods specially made to order, customised or personalised to your requirements, unless the goods are defective or have been damaged in transit (see below). This exception includes all custom painted caps and t-shirts from the standard designs illustrated on this web site, and which may be purchased using the ordering process outlined above, as well as bespoke customised clothing and pieces of artwork commissioned by direct contact with us.

Defective Goods and Items Damaged in Transit

If your goesUK.com or telephone: 01379 652056 to arrange a return, replacement or refund, using the steps below as guidance.ods are defective or have been damaged in transit, please contact us at sales@stripte

How to cancel or arrange a return, exchange or refund

 Contact us at sales@stripteesUK.com to notify us that you wish to return an item. Though not mandatory, quoting your order number in any correspondence can help us process your return/refund more efficiently.

If possible, please indicate your reason for return and whether you would like an exchange or a refund.

Enclose aTo cancel an order or return any products to us, please: brief covering note with your details. Though not mandatory, enclosing a copy of your order/invoice and/or quoting your order number can help us process your return/refund more efficiently.

Carefully and securely pack the items in suitable packaging to prevent damage during return transit. If possible, return the original packaging.

Address the parcel to

StripteesUK,

Unit 5, Gilray Road, Diss IP22 4EU

For your protection, we recommend that you return your item by Royal Mail Special Delivery. This will insure you against the loss of or damage to your returned goods.When returning items you are strongly recommended to obtain proof of posting and keep it safe.

 We cannot accept responsibility for returned goods lost or damaged in transit – it is your responsibility to take reasonable care of the goods.

 Please note that you will be responsible for the costs of returning the items to us. However, if we delivered the item to you in error, or if the item is damaged or defective, we will refund your whole purchase price, including postage costs (see “How Refunds are Calculated” below for details).

 Notification

 We will notify you by email when your returns have been processed and, as applicable, when your refund has been made or replacement goods despatched.

 How Refunds are Calculated

 Items returned because they are faulty or incorrect

 If you are returning an item because it is faulty or because of an error on our part, we will refund the price paid for the goods, the delivery charges incurred in sending the item to you and pay your costs of returning it to us.

Orders Cancelled within the statutory e commerce 7-day cooling off period 

Where you are cancelling your purchase within the statutory 7 working day cooling-off period, and there has been no error on our part, we will refund the full purchase price for that item together with the delivery charges incurred in sending the item to you.  Please note this does not apply to customised or made-to-order goods as outlined above.

Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 7 days. The period of 7 working days begins on the day after the day you receive your goods.

You must inform us of your wish to cancel in writing by email (returns@stitchtostitch.co.uk) within a period of 7 working days. The period of 7 working days begins on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not return to you, amounts that are attributable to the loss or damage.

Please be aware that your right to cancel does not apply to certain goods, for example, items made to your order, such as printed t-shirts or embroidered garments.

The Distance Selling Regulations Act of 2000 does not apply to "personalised goods or goods made to a consumer's specification". We are therefore unable to accept any returns for personalised items unless we make an error or there is a fault with the garments. As all items are made to order, cancellation is not possible once the order has been placed. We work to a same day turnaround on 90% of orders taken which means expenses are incurred once an order is placed with us including artwork production, ordering of materials and placement of orders with vendors which are subject to their cancellation or restocking policies and charges.

If an order is cancelled once placed, we reserve the right to charge for artwork fees, restocking costs and any other expenses incurred by us between the time we received your payment and the cancellation request was received.

For full details of your rights under the Distance Selling Regulations, please contact your Citizens Advice Bureau or a Solicitor.

Ordering
Orders placed on this site will be acknowledged by return email and assigned a unique identification code.
For customers with a registered account, orders can be viewed  tracked from within the account dashboard. A record of completed orders is kept  and is available to logged-in customers.
Customers who do not have an account can check on order status by clicking on the Orders and Returns button in the Home Page Footer.
Payment, Pricing & Promotions
We are happy accept payment by all brands of Visa or MasterCard Credit cards. We also accept payment using Paypal.
Any valid returned goods can be exchanged and will be refunded to the payer.
Viewing Orders
Orders can be viewed by accessing the Orders and returns menu.
Registered accounts can log in to view orders from the account dashboard.
Updating Account Information
It is possible to alter your account profile.