The answers to some commonly asked questions that you may have are listed below.

If you have a question that isn't answered below, please feel free to contact us.


You may also find more detailed information about these topics in their dedicated pages:

Delivery-Collection Information

Returns Information

Payment Information


Skip to Section

General     ¦     Orders     ¦     Delivery-Collection     ¦     Payment




Back to Top

How will Stitch and Sew use my personal data?

To be able to fulfil your order, we will require information from you such as: name; address; contact information; payment details. These are the minimum details required to be able to provide you with your order. We may require more information from you, if required by the type of product you order, where this will be communicated via phone, email or social media message. Once you have placed your order, we may use your contact information at a later date to ask for feedback on our service, however you have the option to have your details removed from being used for such purposes. For more information, please see our Privacy Policy.

We also receive information from cookies that are used on our website. Cookies are used within the website to streamline the user experience (i.e. 'Remember me' function for logins) and to provide us with information regarding who visits the website and the pages that are viewed. This information cannot identify you individually and is only used to collect information on areas/pages of the website that need improvement. For more information on the role of Cookies and how we use them, please see our Cookie Policy.



How can I leave a review for my product/order?

We are always keen to hear your feedback. Every piece of feedback is read and used to improve our service and can help others in deciding whether to purchase our products. There are a number of places where we are collecting feedback, please feel free to leave feedback on as many places as possible:



Can I visit your store and see the product before purchasing?

We do not have a physical store for you to visit and see our products, however we have provided detailed information and pictures of our products to assist your decision. If you wish more information on a product before ordering, please feel free to contact us.



How can I contact Stitch and Sew?

You can contact Stitch and Sew by a number of methods including:

  • Email:
  • Phone: 01462 888072 / 07746 295 961
  • iMessage: /
  • WhatsApp: +44 7746 295961
  • Messenger:



Can I see your available material options / wool colours?

Sure! Each product page where material or wool options are available contain a link to the relevant poster showcasing the available options. This can be found by clicking on the 'Attachments' tab, located near the product description, and then by clicking on the document.

However, for ease, you can also use the links below:



Can I have my item personalised?

At present, we do not offer personalisation of items (except from choosing the material or wool colour).

We do aim to make this available to customers in the future. 



I have placed my order as a gift. Can I include a gift message?

Of course! During the checkout process, on the 'Shipping' page, select 'I would like my order gift wrapped'. You can then enter your gift message in the box that appears.

If you select 'PayPal Checkout' from the shopping cart, you will not be presented with this option. Therefore please email: once your order has been placed to include a gift message in your order.




Back to Top

How do I place my order?

You can now place your order through our online shop. To do this:

  • Browse our items using the navigation bar at the top of the page, or by searching the catalogue.
  • Once you've found an item you want to purchase, pick your variation (if necessary), select the quantity and click 'Add to Cart'.
  • When you've added all the products you want to purchase to the cart, click Checkout.
  • Complete the required billing and shipping information (creating/signing into an account make this easier).
  • Select your payment method, and pay for your item.
  • You're all done!

Some payment methods are not accepted when ordering through our online shop - we're working on it! To see a list of these payment methods, click here. To use these payment methods, please place your order by contacting us, details can be found here. 



I have an offer/voucher code. How do I use it?

If you are ordering through our online shop, in the Cart page, on the right click 'Have a promo code?'. A box will appear for you to insert your offer/voucher code. Don't forget to click 'Add' to ensure you benefit from the offer.

If you are ordering through email, phone or other methods, please quote your offer code during the ordering process.



How do I buy a gift card?

You can now buy a gift card through our online shop. They are available in denominations of £5, just add the desired amount to the cart - i.e. if you want £55 in gift cards, just add 2x £20; 1x £10 and 1x £5 (this is how you will receive your amount); whereas you could also request 5x £10; and 1x £5.

We also offer two methods of delivery. You can choose to have physical gift cards, which will be sent by Royal Mail 1st Class, or you can choose an e-Gift Card, which will be delivered to the email address you specify during checkout.



What does 'Pre Orders Available' mean?

'Pre Orders Available' means that we do not have a ready-made version of your item in stock, and so the item will be made-to-order for you. Therefore, your order will most likely not be dispatched any earlier than our 5-7 working day guideline.



How will my order be processed?

To show how your order will be processed, see the flowchart below:



How do I provide you with my custom material?

This depends on your distance away from one of our collection locations.

The quickest way to provide us with your custom material is to drop the material off to one of our collection locations (see here). If however you are not local to these, you can post your material to us. Unfortunately, we will be unable to reimburse you for the postage costs in getting the material to us, however, this is reflected in the reduced price we offer these masks for. 

Please Note: The timeframe of dispatching masks made from your custom material is dependent on how soon we receive your material.



What colours can I order my item in?

Depending on the material the item is produced from, the colours that are available will differ. Each product page where a material or wool option is available contain a link to the relevant poster showcasing the available options. This can be found by clicking on the 'Attachments' tab, located near the product description, and then by clicking on the document.

However, for ease, you can also use the links below:



Where is my order?

To check the status of your order, please Login to your Online Account. If you do not have an online account, please contact:

Once your order has been dispatched, you will receive an 'Order Dispatched' email.

If you think your order has been lost in transit, before contacting Stitch and Sew, please wait: 5 working days for UK deliveries; 20 working days for International Deliveries to Europe; or 25 working days to all other locations. This is because Stitch and Sew can not raise a missing item claim with couriers until after this period.



Can I cancel or amend my order?

If you wish to cancel or amend your order, please contact us as soon as possible by emailing: to discuss your amendments or queries.

Please Note: If you wish to cancel or amend your order once it has been dispatched, this would count as a return and our Returns Policy would apply. In order to process a refund, the items would then need to be returned to us (at your own expense).



Can I return my order, or an item from my order?

We hope you're satisfied with your items but if you have any issues, please contact us in the first instance to allow us to solve them.

If you wish to proceed with your return, please see our Returns page for information on how to request your return.




Back to Top

I have placed an order. When will I receive my items?

Once your order has been confirmed, we aim to dispatch items within 5-7 working days. Depending upon the delivery service chosen at checkout, you should receive your items a short period of time after you receive your 'Order Dispatched' email. For information on the estimated delivery time of your chosen delivery service, please visit our 'Delivery-Collection' page.



Where do you deliver?

We offer local, mainland and international delivery of our products. There may at times be countries where orders can't be delivered to. Please see our 'Delivery-Collection' page for a list of these countries.

Follow us on Facebook for updates and information regarding changes in delivery locations.



How much does delivery cost?

For information on our delivery costs, please visit our 'Delivery-Collection' page.



What is 'Multi-Product Delivery'?

If you are ordering more than one type of item (i.e. Crochet Christmas Stockings and Crochet Christmas Trees), the delivery options available with show as '*** (Multi-Product Delivery). These delivery options ensure that all items can be delivered as products will vary in size.

If this option is selected and you are only ordering one type of item, do not worry, your order will still be sent through the requested service, however, the postage cost may be higher than the service not shown as 'Multi-Product Delivery'. This will be reviewed when the order is received and adjusted accordingly.



When will my order be dispatched?

As all our items are handmade to order, items will be dispatched within 5-7 working days from the order date.

We aim to dispatch orders as soon as possible but should delays arise, we will keep you up-to-date with the progress of your order. 




Back to Top

How can I pay for my order?

We offer an number of payment methods, both in-person and online, including:

  • PayPal
  • Card / Contactless
  • Cash
  • Online Payment
  • Gift Cards

For more information on our payment methods, please visit our Payment Methods page.



Why was my payment declined?

We're sorry this has happened. If you were making a payment by card, this could be due to insufficient funds. If the payment was through PayPal, please check that PayPal was trying to take payment from your chosen card. If this continues to happen, please try another payment method. 



How do I check my gift card balance?

Please email to check your gift card balance. You will need your Gift Card number; Gift Card PIN and expiry date to be able to check your balance.



Can I use more than one gift card in my order?

Yes, you can use more than one gift card per order.



What discounts do you have?

We will run time-limited discounts at certain times during the year and these will be advertised on our Facebook page.

Some multi-buy discounts automatically apply during checkout. Offers that are currently active in this manner are:



Can I use more than one discount code in my order?

Only one discount code can be used per order.



I am presented with an error when scanning the PayPal QR code?

Yeah, we've noticed this too. This error normally occurs if you are scanning the PayPal QR code in another app (i.e. third-party QR scanner, phone's camera, etc.) and your PayPal account is secured by FaceID/TouchID.

To overcome this, open your PayPal App first, and unlock your account. On the home page, click the 'Scan/Pay' button, then scan the QR code. This should then allow you to pay Stitch and Sew.



I don't want to pay online, what can I do?

You can pay for your order using cash, card or contactless payment, however, you will then need to collect your order from one of our collection locations.