Terms & conditions

1. About us

This website is operated by Stitch & Hound® ("we", "us", "our"), based in York, United Kingdom. You can contact us at hello@stitchandhound.co.uk or on 01904 940302.

These terms apply to every order placed through this website. By placing an order you confirm that you have read, understood and accept them. If you do not agree, please do not place an order.

2. Your order and our contract

• Your order is an offer to buy. A contract is formed only when we email you an order confirmation after your payment has been successfully taken.
• We may decline an order before confirmation — for example if a photo is unsuitable, content breaches section 6, or there is a pricing error. If we do, we will refund any payment in full.
• You must be at least 18 years old, or have the permission of a parent or guardian, to place an order.

3. Personalised products — no refunds or cancellations

Every Stitch & Hound® jumper is custom-made to your specification using the photo, name, colour and size you provide. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to the consumer's specifications or clearly personalised are exempt from the usual 14-day cancellation period.

• We do not offer refunds, exchanges or returns for change of mind, ordering the wrong size or colour, or because you no longer want the item.
• Once your order is confirmed, production begins and it cannot be cancelled or amended. If you contact us very quickly and work has not yet started, we may agree to make changes at our sole discretion, but we are not obliged to.
• Please check your photo, pet name, spelling, colour, size and delivery address carefully before paying. We stitch exactly what you submit and are not responsible for errors in the information you provide.
• Please use our size guide before ordering. Incorrect size selection is not a fault.

4. The embroidered portrait

• Each portrait is an artistic interpretation of your photo, translated into thread. Thread colours, stitch density and level of detail are limited by the embroidery process, so the finished portrait will not be a photographic reproduction.
• Minor variations in colour, shading, placement and detail compared with your photo, screen display or the example images on this website are a natural part of the handmade process and are not considered faults.
• We do not provide digital proofs or mockups before stitching. Artistic and design decisions are made by our team.
• Garment colours may appear slightly different on screen depending on your device settings.

5. Faulty, damaged or incorrect items

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015. If your jumper is faulty, damaged in transit or not what you ordered, please email us within 14 days of delivery with your order number and clear photos. Once we have verified the issue, we will repair or remake the item and, where that is not possible, issue a refund. We may ask you to return the item first.

6. Your photo and content

• By uploading a photo you confirm you own it or have permission to use it, and that it does not infringe anyone's rights.
• We may refuse any image or text that we consider offensive, unlawful, defamatory or that infringes copyright or trademarks.
• You grant us a non-exclusive licence to use your photo to make your order. We will only use your photo or the finished jumper in marketing with your express permission.
• You agree to indemnify us against any claim arising from content you supply.

7. Prices and payment

• All prices are in pounds sterling (GBP) and include VAT where applicable. Promotional prices apply only while advertised.
• Payment is taken in full at checkout through our secure payment provider, Stripe. We never see or store your full card details.
• If a price is clearly wrong, we may cancel the order and refund you in full.

8. Delivery

• We currently deliver to UK addresses only. Delivery times are estimates and are not guaranteed, including seasonal and Christmas delivery estimates.
• Risk passes to you on delivery to the address you provided. We are not responsible for parcels delivered to an incorrect address supplied by you.
• If your parcel has not arrived within 10 working days of dispatch, contact us and we will investigate with the courier. See Delivery & returns.

9. Care

Follow the care instructions supplied with your jumper. Damage caused by incorrect washing, drying, ironing, wear and tear, or misuse is not a fault.

10. Liability

• We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms. We are not responsible for loss that was not foreseeable, or for business losses.
• Our total liability in connection with any order is limited to the price paid for that order.
• Nothing limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
• We are not liable for delays or failures caused by events outside our reasonable control.

11. Intellectual property

All content on this website, including the Stitch & Hound® name, logo, text, photos and designs, belongs to us or our licensors and may not be copied or used without written permission.

12. Chargebacks

If you have a problem with your order, please contact us first so we can put it right. Raising a payment dispute for a personalised item that was delivered as ordered may be contested using our order and delivery records.

13. General

• We may update these terms from time to time. The version in force when you placed your order applies to that order.
• If any part of these terms is found unenforceable, the rest remains in effect.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, although consumers in Scotland or Northern Ireland may bring proceedings in their local courts.