Privacy Policy and FAQ on Returns
Returns, Refunds & Exchanges Policy
Thank you for supporting our small creative business. We take great care in creating and preparing every order and want you to shop with confidence. Please read our policy before purchasing.
Returns & Exchanges
Due to the nature of our products, we do not accept returns, exchanges, or cancellations for:
• Handmade goods
• Digital downloads
• Pre-printed tapestry and cross stitch designs and kits
Please review product descriptions, measurements, and photos carefully before placing your order.
Handmade Goods
Our handmade products are individually crafted, making each piece unique. Slight variations in colour, texture, size, or finish are part of the handmade process and are not considered faults.
Digital Downloads
Digital products are available for immediate download after purchase. Because they cannot be returned, all digital download sales are final. Refunds, returns, or exchanges are not available once a purchase has been completed.
Pre-Printed Canvases
Our pre-printed tapestry and cross stitch canvases and kits are carefully checked before dispatch. We do not accept returns or exchanges for change of mind, incorrect design selection, or personal preference.
Damaged, Faulty or Incorrect Items
If your physical order arrives damaged, is faulty, or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and clear photographs of the item and packaging. We will assess the issue promptly and, where appropriate, arrange a replacement, refund, or other suitable resolution.
Shipping Information
Please ensure your delivery address is correct when placing your order. We cannot be responsible for orders shipped to an incorrect address provided by the customer. If a parcel is returned to us, additional postage charges may apply to resend the order.
Product Colours
We make every effort to accurately display our products. However, colours may vary slightly due to differences in screen settings, monitor calibration, photography, and the handmade nature of some products.
If you have any questions before purchasing, please send us a message. We're always happy to help and will do our best to ensure you're confident in your purchase.
Information Stitches & Spindles Collects:
To fulfil your order, you must provide certain information (which you authorised Etsy to provide to Stitches & Spindles), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide additional personal information (for a custom order of jewellery, for example), if you contact Stitches & Spindles directly.
Why Stitches & Spindles Needs Your Information and How it is Used:
Stitches & Spindles relies on a number of legal bases to collect, use, and share your information, including:
• as needed to provide services, such as when your information is used to fulfil your order, to settle disputes, or to provide customer support;
• when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. Stitches & Spindles uses your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Etsy Seller Policy and Terms of Use. Your information is necessary to comply with obligations under the Etsy Seller Policy and Terms of Use.
Information Sharing and Disclosure:
Information about my customers is important to my business. Sharing your personal information for very limited reasons and in limited circumstances, as follows:
• Etsy. Stitches & Spindles shares information with Etsy as necessary to provide you my services and comply with my obligations under both the Etsy Seller Policy and Etsy Terms of Use.
• Service providers. Stitches & Spindles engages certain trusted third parties to perform functions and provide services to my shop, such as delivery companies, and shares your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If selling or merging the business, Stitches & Spindles may disclose your information as part of that transaction, only to the extent permitted by law.
• Compliance with laws. Stitches & Spindles may collect, use, retain, and share your information if in good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
• Stitches & Spindles never sells your information to any third party for marketing.
Data Retention:
Stitches & Spindles retains your personal information only for as long as necessary to provide you with services and as described in the Privacy Policy. However, it may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. Generally data is kept for the following time period: 4 years.
Transfers of Personal Information:
Stitches & Spindles may store and process your information through third-party hosting services in the Australia and other jurisdictions. As a result, transfer of your personal information may be to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If deemed to transfer information about you outside of the EU (for EU customers), Privacy Shield is the legal basis for the transfer, such as Google Cloud as it is Privacy Shield certified.
Your Rights:
If you reside in certain territories, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. These are described below:
• Access. You may have the right to access and receive a copy of the personal information held about you by contacting Stitches & Spindles using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict use of, or delete your personal information. Absent exceptional circumstances (like where it is required to store data for legal reasons) Stitches & Spindles will generally delete your personal information upon request.
• Object. You can object to (i) processing of some of your information based on legitimate interests and (ii) receiving marketing messages after providing your express consent to receive them. In such cases, Stitches & Spindles will delete your personal information unless there is compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
• Complain. If you wish to raise a concern about the use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Stitches & Spindles:
If you have any questions or concerns, you may contact Stitches & Spindles at lindaj@stitchesandspindles.com
