Refund policy

Returns, Refunds and the Right of Withdrawal

At The Grim Stitchery, every item is made to order, then printed and shipped by our fulfilment partner, Printful. Being made to order does not remove your statutory rights as a consumer. This policy sets out exactly what you are entitled to.

Your 14-Day Right of Withdrawal

If you are a consumer in the European Union, you have the right to cancel your order within 14 days without giving any reason. This right applies to our standard catalogue designs, even though each item is printed to order.

The withdrawal period ends 14 days after the day on which you, or someone you nominate other than the carrier, receive the goods. Where your order arrives in several parcels, the period runs from the day you receive the final item.

To withdraw, inform us of your decision by a clear statement before the period ends. You may do this in any of three ways: by using the withdrawal button on our website, available from your order confirmation and order status page; by email to info@thegrimstitchery.com; or by completing the model withdrawal form at the end of this policy. Using the form is not compulsory. To meet the deadline, it is enough that you send your communication before the 14 days have passed.

Returning the Goods

If you withdraw, you must send the goods back without undue delay, and in any event within 14 days of telling us. The deadline is met if you send the goods before the 14-day period has expired.

Our items are dispatched from a fulfilment facility operated by our partner, Printful, and returns must go back to that same facility. The correct return address is printed on the packing slip and shipping label enclosed with your order. As the fulfilling facility can vary from one order to the next, please contact us at info@thegrimstitchery.com when you notify us of your withdrawal, and we will confirm the exact return address before you send anything back.

You will bear the direct cost of returning the goods. We recommend a tracked service, as the goods remain your responsibility until they reach us.

You are responsible only for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In plain terms, you may examine the item as you would in a shop, but goods returned worn or washed may have their refund reduced accordingly.

Refunds

We will refund all payments received from you, including the standard delivery cost you originally paid. Where you chose a delivery method more expensive than our standard rate, we will refund only up to the cost of that standard rate.

We will make the refund without undue delay, and within 14 days of the day on which we are informed of your decision to withdraw. We will use the same means of payment you used for the original order, and you will not incur any fee for the refund.

We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever is earlier.

Faulty, Damaged or Incorrect Items

This is separate from the right of withdrawal above. If your order arrives misprinted, damaged, or defective, please contact us within 14 days of delivery at info@thegrimstitchery.com with your order number, a description of the issue, and clear photographs. Where a fault is confirmed, we will arrange a replacement or refund, and we will cover the cost of return. This 14-day window is for a swift replacement and does not limit your statutory rights in respect of faulty goods, which last longer under applicable consumer law.

Custom and Personalised Items

The 14-day right of withdrawal does not apply to goods made to your own specification or clearly personalised, for example where you supply your own artwork or text. This exclusion does not apply to our standard catalogue designs, which remain fully covered. If you have any doubt about whether an item is custom, contact us before ordering.

Contact

For any question about this policy or help with a specific order, contact us at info@thegrimstitchery.com. We aim to respond promptly.

The Grim Stitchery
info@thegrimstitchery.com
Søbakkevej 56, 8381 Tilst, Denmark

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from your order.

To: Kenneth Madsen, The Grim Stitchery, Søbakkevej 56, 8381 Tilst, Denmark. Email: info@thegrimstitchery.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if sent on paper):
Date: