Return Policy

At Overstitched London LTD, we want you to feel confident when shopping with us. This Returns, Refunds & Cancellations Policy explains how to request a return, cancel an order, exchange an item, or receive a refund.

Return eligibility and cancellation rights may vary depending on your delivery location, the type of product purchased, and applicable consumer protection laws. Please review this policy carefully before submitting a request.

1. Return Eligibility

Where returns are accepted, items must generally meet the following conditions:

  • Be returned in the condition in which they were received.

  • Be unworn, unused, and free from damage caused after delivery.

  • Have their original tags attached, where applicable.

  • Be returned in their original packaging, where reasonably required, or in accordance with the return instructions provided by our team.

  • Include your order number or other valid proof of purchase.

You may inspect items as reasonably necessary to establish their nature, characteristics, and fit. However, if an item has been used, damaged, or handled beyond what is reasonably necessary, we may make a lawful deduction from your refund to reflect any resulting loss in value.

These conditions do not limit your statutory rights in relation to faulty, damaged, misdescribed, or otherwise non-compliant goods.

2. Returns for Orders Delivered Within the United Kingdom

For eligible orders delivered within the United Kingdom, you may request a return within 28 days of delivery, unless a different timeframe is required by applicable law.

To initiate a return, please contact us with your order number or proof of purchase.

Once your return request is approved, we will provide a return shipping label and instructions for sending the item back.

A £5.00 GBP return shipping fee will be deducted from your refund for eligible change-of-mind returns where this fee is lawful and applicable.

This 28-day return policy is separate from your statutory cancellation rights under UK consumer law. Where those rights apply, the applicable legal requirements will take precedence.

3. Returns for Orders Delivered Outside the United Kingdom

If your order was delivered outside the United Kingdom, please contact us before returning any item.

Our team will review your request and explain the available return options, applicable conditions, and return shipping arrangements based on your location and the relevant consumer protection laws.

Return eligibility, shipping costs, and refund procedures may vary by destination.

Nothing in this section excludes or restricts any mandatory consumer rights that apply in your country.

4. Order Cancellations

You may request to cancel an order or remove individual items within 15 minutes of placing your order.

To submit a cancellation request, email us at info@overstitchedlondon.com with your order number and the details of the items you wish to cancel.

We will make reasonable efforts to process your request within this window. However, cancellation may not be possible once an order has entered processing, been prepared for dispatch, or been shipped.

If the 15-minute cancellation window has passed, please contact us to discuss the available options.

Important: Our 15-minute cancellation window does not override any statutory cancellation rights that apply under UK, EU, or other applicable consumer protection laws.

5. How to Request a Return or Cancellation

Please follow these steps to ensure your request can be handled efficiently.

Step 1: Contact our team

Email info@overstitchedlondon.com with your order number, the item details, and whether you are requesting a return, cancellation, exchange, or reporting an issue.

Step 2: Await confirmation

Our team will review your request and confirm whether it is eligible under this policy and applicable law. We will also provide any required return instructions.

Step 3: Prepare your parcel

Pack the item securely and include any documentation requested by our team. Please follow the return instructions provided to avoid delays.

Step 4: Send the return

Use the approved return method and shipping instructions supplied by our team. Keep your proof of postage and tracking information until the matter is resolved.

Please do not send items back without contacting us first, as unauthorised returns may be delayed or refused where legally permitted.

Unless we confirm otherwise or applicable law provides otherwise, customers are responsible for return shipping costs for eligible change-of-mind returns.

6. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, incorrect, or materially different from its description, contact us at info@overstitchedlondon.com as soon as reasonably possible.

To help us resolve the issue quickly, please provide:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the item and any visible damage, where applicable.

  • Photographs of the packaging if it appears damaged during delivery.

Our team will assess the issue and explain the available resolution, which may include a replacement, repair, refund, or another remedy required by applicable law.

Customers will not be charged return shipping costs where the law requires us to cover those costs.

Your statutory rights concerning faulty or incorrectly supplied goods remain unaffected by this policy.

7. Exceptions and Non-Returnable Items

Certain products may be excluded from ordinary change-of-mind returns where permitted by applicable law.

Any applicable exclusions will be identified in the relevant product listing, at the point of purchase, or in the return instructions provided by our team.

Depending on the product and applicable law, exceptions may include certain personalised or custom-made goods, perishable products, or sealed items that cannot be returned for health protection or hygiene reasons once unsealed.

These exclusions do not automatically apply to every product in those categories and do not remove any statutory remedies available for faulty, misdescribed, or non-compliant goods.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

8. Exchanges

If you would like to exchange an item, please contact us before returning your purchase.

Exchange availability depends on the product, stock availability, delivery location, and applicable return conditions.

Our team will confirm whether an exchange is possible and provide the relevant instructions.

If your preferred replacement item is unavailable, we will discuss the available options with you, subject to your statutory rights.

9. European Union: Cancellation Rights

If you are a consumer in the European Union purchasing goods online, you may have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason, unless a legal exemption applies.

Where an order contains multiple goods delivered separately, the withdrawal period generally begins when you receive the last item, subject to applicable law.

To exercise your withdrawal right, you must notify us clearly within the applicable 14-day period. After notifying us, you generally have a further 14 days to send the goods back.

For eligible withdrawals:

  • We will refund the price paid for the goods.

  • We will refund the cost of standard delivery where required by law.

  • Additional delivery charges for premium or express shipping may not be refundable beyond the cost of the least expensive standard delivery option available.

  • We may withhold the refund until we receive the returned goods or you provide evidence that yo