Refund policy
Returns & Refund Policy
Last updated: 22 October 2026
We want you to love your order from Franklin & Stitch. If something isn't quite right, here's how we can help.
Non-personalised items
For eligible non-personalised goods purchased online by UK consumers, you have 14 days from the day after receiving your order to tell us you wish to cancel.
Once you've notified us, you have a further 14 days to return the goods.
To request a return, email hello@franklinandstitch.com with your order number and a clear statement that you wish to cancel. You don't need to give a reason.
We'll provide the return instructions and address.
Please take reasonable care of your items. You may inspect them as you would in a shop, but we may make a deduction if handling beyond this has reduced their value.
Personalised and custom-made items
Items made to your specifications or clearly personalised, including products embroidered with names or bespoke designs, are generally exempt from the statutory change-of-mind cancellation right.
This does not affect your rights if an item is faulty, damaged or not as described.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or incorrect, please email hello@franklinandstitch.com with your order number and photographs where possible.
Your statutory rights under the Consumer Rights Act 2015 apply to all eligible goods, including personalised and sale items.
We'll arrange an appropriate remedy and cover reasonable return postage where legally required.
Return postage
For change-of-mind cancellations, customers are normally responsible for the direct cost of returning the goods.
We recommend using a tracked postal service.
Refunds
For eligible cancellations, we'll refund the item price and the original standard delivery charge, up to the cost of our least expensive standard delivery option.
Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that you've sent them back, whichever is earlier. We may withhold the refund until then.
Refunds will be made to the original payment method unless otherwise agreed.
Exchanges
If you'd like to exchange an item, please contact us. Where an exchange isn't possible, you can return an eligible item under the cancellation process and place a new order.
Contact us
Franklin & Stitch
Nothing in this policy affects your statutory consumer rights. Separate terms may apply to business-to-business bespoke orders where agreed.