Refunds & Returns Policy
Dovetailed and Doublestitched will exclusively initiate refunds and is solely bound to do so in strict accordance with our Refunds & Returns Policy. Specific eligibility criteria can be found outlined in the policy provided below.
When your goods are damaged in transit
We provide transit insurance to safeguard our customers' purchases against potential damage during shipping. Upon receiving your delivery, we kindly request a thorough inspection of both the item and its packaging. In the event of any damage, please capture clear photos illustrating the issue. It is essential to notify us via email within 2 days of receiving your order.
Once notified, we will assess the situation and provide you with three options: a replacement, professional repair, or a refund. It's important to note that we retain the right to arrange for professional repair if we determine that a replacement is not warranted.
Please be aware that damages not reported within 2 days of order receipt will not be eligible for consideration. Furthermore, we require the goods to be available for collection within 7 days of receiving your order. Your satisfaction is our priority, and we appreciate your prompt attention to these procedures to ensure a seamless resolution process.
When your goods have a manufacturers fault/flaw or damage
At Dovetailed and Doublestitched, we make every effort to conduct quality checks on all our products before they depart our premises. Nevertheless, if you suspect that we may have overlooked a defect or are dissatisfied with the product's quality, we kindly request that you notify us in writing within 7 days of receiving the item. Please include images and a description detailing the concern.
In the event that we determine the item to be faulty, you will be presented with the option of a replacement, a refund, or a professional repair. It is essential to report any faults within the specified 7-day period, as they will not be eligible for consideration thereafter.
Please be aware that we retain the right to arrange for a professional repair if we conclude that a replacement is not required. Additionally, we require the goods to be available for collection within 7 days of your order's receipt. Your satisfaction remains our utmost priority, and we appreciate your timely adherence to these procedures for a smooth resolution process.
When an incorrect item has been delivered to you
If you receive an incorrect item, please reach out to Dovetailed & Doublestitched within 24 hours of delivery. We will promptly arrange for the collection of the wrong item and ensure the correct one is delivered to you. Rest assured, you will not be subject to any additional charges in this situation, and your replacement item will arrive within the standard delivery timeframe for that specific item.
Goods damaged by you and natural wear and tear
Dovetailed & Doublestitched cannot accommodate returns for goods damaged by you, whether accidentally or otherwise, or due to natural wear and tear that occurs after delivery.
Items that don’t fit into your space
We regret to inform you that we do not provide refunds, accept returns, or offer exchanges for items that do not fit, whether it's in your intended space, through a hallway or doorframe, into an elevator or for any other reason. We kindly urge you to exercise caution and measure your space and access points carefully before making a purchase decision.
Colours of Products
We take every care to ensure we provide you with accurate colour descriptions and images. Please read reasons below why your product may not be exactly what you had seen on your screen.
- Colours of products displayed on your computer monitor may vary from the actual colour of the item you are purchasing due to the high variance in colours utilised by computer monitors.
- Many of our products are hand-finished, or recycled, and there may be variance in colour or pattern for this reason.
We do not offer refunds or exchanges due to colour variations.
Method and payment of refunds
You accept that all refunds will be provided to you by electronic funds transfer to your nominated account or in any other way decided at the discretion of Dovetailed & Doublestitched.
Change of Mind Returns
Please choose carefully when making a purchase as we do not usually accept change of mind returns. You can submit a change of mind return request here: Change of Mind Return Request
Cancellation of Order
You can request the cancellation of an order as long as it has not yet been shipped from our warehouse. Upon approval, we will provide a full refund of 100%, deducting only the transaction fees and bank charges incurred by Dovetailed & Doublestitched. To request an order cancellation, please send us an email.
You can read about our Warranty Information here.