Refund policy

Refund Policy

At Stitora, every item is made to order and personalized just for you. Because of this, we do not accept returns or exchanges for reasons such as change of mind, incorrect size selection, or errors in the personalization details you provided at checkout.

Design Approval
For personalized orders, we will email you a free design preview (proof) before production begins. You may request unlimited revisions until you are happy with the design. Production starts only after you approve the proof, or 24 hours after the proof is sent if no response is received. Please review your proof carefully — the approved design is what we will produce.

Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from the approved design, we will make it right with a free replacement or a full refund. Please contact us at hello@stitora.com within 7 days of delivery and include:
- Your order number
- Clear photos of the item and the issue
- A photo of the shipping package (if damaged in transit)

Once we confirm the issue, a replacement will be produced at no cost, or a refund will be issued to your original payment method within 5–10 business days.

Order Cancellations
You may cancel your order free of charge before you approve the design proof. Once production has started, orders cannot be cancelled.

Lost Packages
If your tracking shows no movement for 10 business days (domestic), contact us at hello@stitora.com and we will investigate with the carrier and arrange a replacement where appropriate.

Contact
Email: hello@stitora.com
We respond to all requests within 24 hours, Monday–Saturday.