Returns & Refunds Policy

At Pear Tree Stitch Studio, every item is handmade to order with great care. This Returns & Refunds Policy explains when returns, refunds, and replacements are accepted, in line with UK consumer law and Pinterest Merchant requirements.

Important Notice About Made-to-Order Items

All our products are handmade to order and often personalised. For this reason, we do not accept returns or exchanges for change of mind, sizing issues, or personal preference, unless the item is faulty or incorrect.

This does not affect your statutory rights.

Returns Eligibility

You may request a return, replacement, or refund if:

  • Your item arrives faulty or damaged

  • You receive an incorrect item

  • Your order is defective due to a manufacturing error

You must contact us within 14 days of receiving your order to report any issue.

Non-Returnable Items

Due to the bespoke nature of our products, we do not accept returns for:

  • Change of mind

  • Incorrect sizing provided by the customer

  • Personal preference

  • Custom or personalised items (unless faulty)

How to Request a Return or Refund

To request a return, refund, or replacement, please email:

customerservice@peartreestitchstudio.com

Include:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

We aim to respond within 24–48 business hours.

Return Conditions

  • Items must be unused, unworn, unwashed, and in original condition.

  • Returns must be sent back within 14 days of approval.

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are processed back to the original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider

Replacements

If your item is faulty or incorrect, we will:

  • Replace the item at no extra cost, or

  • Offer a full refund if a replacement is not available

Damaged Parcels

If your parcel arrives visibly damaged, please:

  • Take photos of the packaging and item

  • Contact us within 48 hours of delivery

Cancellations

As all items are handmade to order, orders cannot be cancelled once production has begun.

If you need to request a cancellation, please contact us as soon as possible after placing your order, and we will do our best to help.

Contact Information

If you have any questions about this policy, please contact us:

Email: customerservice@peartreestitchstudio.com