Refund policy

At Walt in Stitches, we want you to love your purchase! If you're not completely satisfied with your new ear or sunglasses holder, we’re here to help. Please read our returns and refunds guidelines carefully.
1. Returns Eligibility
We accept returns within 14 days of you receiving your order, provided the item meets the following conditions:
  • Unused & Original Packaging: The item must be in the exact same condition that you received it.
  • Not a Custom/Personalised Order: Due to the bespoke, handmade nature of custom items, we cannot accept returns on personalised pieces unless they arrive faulty.
2. How to Return an Item
To initiate a return safely without needing an open email link, please follow these steps:
  1. Launch our floating Cast Member Chat in the bottom right corner or visit our official Contact Us Page to send us a message with your order number and reason for return.
  2. Our workshop team will review your message and provide you with specific return instructions.
  3. Package the item securely and post it back to us. We highly recommend using a tracked delivery service, as customers are responsible for return postage costs.
  4. Once we receive and inspect your return, we’ll process your refund.
3. Faulty or Incorrect Items
If your parcel arrives damaged by the royal mail carriers, or if an item is faulty, please:
  • Reach out to us via our contact form or chat bubble within 7 days of delivery.
  • Provide clear photos of the issue so we can see what went wrong.
  • We will happily arrange a replacement or full refund at absolutely no extra cost to you.
4. Refunds Process
  • Once your return is received and inspected by our workshop, we will notify you of your refund status.
  • Approved refunds are automatically credited back to your original payment method within 5–7 business days.
  • Original shipping costs are non-refundable unless the return is due to a workshop error.
5. Exchanges
Because our items are handcrafted to order, we don't hold traditional bulk stock shelves. If you would like to swap for a different colour or design, simply return your original item using the steps above for a refund, and place a brand-new order for your preferred style!
6. Non-Returnable Items
  • 🚫 Personalised or custom-made orders.
  • 🚫 Items sent back after the 14-day window has closed.
  • 🚫 Items that show signs of use or have been altered/damaged by the customer.
7. Contact Our Workshop
If you have any questions about an ongoing return or need assistance, please use our secure Contact Us Page to drop us a note.
We truly appreciate your magical support of our small business! ✨🎀