Terms & Conditions

1. Introduction

Welcome to Hugs & Stitches Ltd. These Terms and Conditions outline the rules and guidelines for using our website and purchasing our handmade memory items. By accessing this website or placing an order, you agree to these terms. Please read them carefully before making a purchase.

Our website is hosted by Wix.com, which provides the e-commerce platform that enables us to sell our products and services.

2. Products and Handmade Nature

All our keepsakes, including memory bears, cushions, and quilts, are handmade to order using clothing or fabric supplied by the customer.

Each item is unique and may vary slightly from photographs shown on our website.
Variations in colour, pattern placement, or texture are part of the charm of handmade work and not considered faults.
We cannot replicate items exactly but will create them with care and attention to detail in keeping with your chosen design.

3. Ordering Process

To place an order:

Choose your preferred keepsake item from our shop.
Complete your order online and make payment in full.
You will receive a confirmation email and an addressed mailing bag to send your clothing items to us.

You are responsible for ensuring that the clothing or fabric you send is clean and suitable for use. Please include the completed order form inside the parcel.

4. Materials and Suitability

Most fabrics can be used to make memory keepsakes; however, we cannot work with real fur, leather, or thick, heavy materials such as denim. If you send an unsuitable item, we will contact you to discuss alternatives.

Worn or fragile fabrics may affect the quality of the finished piece and are used at the customer’s discretion.

5. Pricing and Payment

All prices are displayed in GBP (£) and do not include the cost of:

Sending an addressed mailing bag to you
Returning your finished keepsake and any unused clothing

The cost of sending your clothing to us is not included. We recommend using a tracked postal service for your peace of mind.
Payment is required at the time of ordering.

6. Production Time

Our keepsakes are made to order. Production times vary depending on current demand, but typically take up to 6 weeks from the time we receive your clothing.
If you need your item for a specific date, please contact us before ordering, we cannot guarantee delivery by a particular date.

7. Shipping

Finished keepsakes are sent using Royal Mail 48-hour tracked service.
The company cannot be held responsible for delays or loss once items have been shipped.
Mailing bags are waterproof and pre-addressed, please use them when sending your clothing.

For full details, see our Shipping Policy.

8. Refunds and Returns

Because each item is custom-made, refunds are not available unless there is a clear fault in workmanship.

Customers have 7 days from receipt of their item to report any faults.
Issues must be supported with clear photographs and a written description.
We will work with you to repair, replace, or resolve the issue wherever possible.

Refunds cannot be given for delays, change of mind, or dissatisfaction with personal clothing choices.
Please see our Refund Policy for full details.

9. Care Instructions

Each keepsake is provided with care guidance appropriate to the item type.

Memory Bears: Surface sponge clean only.
Memory Cushions: If cover is removable, hand or gentle wash at 30°C, dry flat.
Memory Quilts: Gentle or hand wash at 30°C, dry flat. Do not tumble dry.

Failure to follow care instructions may result in damage that we cannot be held responsible for.

10. Intellectual Property

All content on the Hugs & Stitches website, including text, photographs, logos, and product descriptions, is the property of Hugs & Stitches and protected by copyright law.
You may not reproduce, copy, or redistribute any content without written permission.

11. Liability

While every effort is made to ensure a high-quality product and reliable service, Hugs & Stitches shall not be liable for:

Loss or damage caused by misuse or failure to follow care instructions
Postal delays or loss once an item has been shipped
Damage caused by unsuitable or fragile fabrics provided by the customer

12. Privacy

We respect your privacy and only collect personal data necessary to process and fulfil your order.
For more information, please see our Privacy Policy.

13. Changes to Terms

We may update these Terms and Conditions from time to time. Any changes will take effect immediately upon being published on our website.

14. Contact Us

If you have any questions about these Terms and Conditions, please contact:
📧 info@hugs-stitches.co.uk
📍 Hugs & Stitches Ltd. 37 Balata Way, Burton on Trent, DE13 0TY