Returns and Refunds Policy

Last updated: 7 November 2026

We want you to be happy with your Stitch’d Up Apparel purchase. For help with an order, email hello.stitchdupapparel@gmail.com.

Stitch’d Up Apparel is operated by Ivoca Pty Ltd, ABN 55 669 082 731.

1. Change of mind and store credit

For standard products that are not personalised or custom-made, you may request store credit within 30 days of delivery if you change your mind or choose the wrong size. We do not offer change-of-mind refunds or exchanges.

For these voluntary returns, items must be unworn, unwashed and in their original condition, with any original tags attached. Trying on an item to check the fit is fine, provided it remains clean and undamaged. Include your order number or other proof of purchase.

You pay return postage. Original delivery charges are not refunded for change-of-mind returns. We will offer store credit for the returned product’s purchase price.

These conditions apply only to change-of-mind returns. They do not restrict remedies for faulty or incorrectly supplied products.

2. Personalised and custom-made products

We do not accept change-of-mind returns or size exchanges for products made with your requested name, wording, artwork or other custom specifications. Please check your details and the size guide before ordering.

These products remain covered by Australian Consumer Law if something is wrong with them. If we produce an item differently from your approved order or proof, contact us so we can resolve it.

3. Faulty products and consumer rights

Australian Consumer Law provides automatic rights that this policy cannot remove. These rights also apply to sale items and personalised products.

For a major product failure, you may choose a refund or replacement, or keep the product and seek compensation for its reduced value. For a minor failure, we will provide a free remedy within a reasonable time. If we cannot do so, you have further rights, which may include a refund, replacement or reimbursement of reasonable repair costs. Compensation for reasonably foreseeable loss may also be available.

Contact us when you discover a problem. Consumer rights are not limited to our 30-day change-of-mind period. Original packaging and attached tags are not required for a consumer guarantee claim, although we may request reasonable proof of purchase.

4. Incorrect or damaged orders

If an item arrives damaged or differs from your order, email us with your order number and a description. Photos of the item and packaging are helpful where available, but are not the only way to establish a problem. We may need to inspect the item before deciding the appropriate remedy.

5. How to return an item

Email hello.stitchdupapparel@gmail.com with your order number or other proof of purchase, the item details, the reason for your return and your preferred outcome.

Please contact us before posting so we can provide the correct return address and instructions. This request does not make your statutory rights conditional on our prior approval.

Pack the item securely. Tracked postage is recommended, and please keep your postage receipt.

For confirmed faults or incorrect items supplied by us, we will arrange return postage or reimburse reasonable return costs you have paid. We will also cover delivery of any replacement supplied to resolve that issue.

6. Refunds

We will let you know the assessment outcome and arrange any refund due promptly. Refunds go back to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to show the credit. We will not require you to accept store credit instead of a refund you are legally entitled to receive.

7. Wear and care

Ordinary wear or damage caused by misuse or failure to follow reasonable care instructions does not itself establish a product fault. This does not exclude a claim about poor quality or a defect that becomes apparent after washing or wearing.

8. Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Changes depend on whether processing or production has begun. We do not accept change-of-mind cancellations for personalised products once production starts. Your consumer rights still apply.

9. Contact

Stitch’d Up Apparel
Operated by Ivoca Pty Ltd
ABN: 55 669 082 731
Email: hello.stitchdupapparel@gmail.com
Please email us for the correct return address before sending an item.