Book a home measuring appointment
Book a home measuring appointment
1.1 These are the terms and conditions on which we supply goods and/or services to you. Have a good read. It tells you who we are, what we do, how we will provide goods + services to you, and other bits and pieces that are good to know before you start your Stitched journey.
1.2 We operate the website www.stitched.co.uk (the “Website”) and associated mobile apps (the “App”). References in these terms and conditions (the “Terms”) to “you” are to the person using the Website or App and ordering products and services detailed on the Website or App from time to time (“Products”). We trade under the name Stitched with the legal name Hive & Design Ltd (“we”, “our”, “us” or “Stitched”), a company registered in the United Kingdom under company number 10385657 and with registered office address at Sundew House, Brickfields, Aldeburgh, Suffolk, IP15 5PF. Hive & Design Ltd. Our VAT number is 269752749.
1.4 By registering with Stitched, booking a measuring service or consultation or ordering a curtain, roman blind, roller blind or other Product through the Website or App, you accept that you are entering into a contract with us under these Terms. Customers who register with Stitched establish an “Account”, and become “Users”. Visitors to Stitched who do not register, but who nevertheless use the Website or App (including any visitor who has not registered with Stitched. but books a measuring or consultation, or places an order for curtains, roman blinds, roller blinds or other Products) acknowledge that they are bound by these Terms each time they access the Website.
1.5 A contract will be created between you and Stitched when you register with Stitched, book a measuring service or consultation or ordering a curtain, roman blind, roller blind or other Product through the Website or App, in accordance with Clause 1.4 (above)
1.6 If you do not agree to these Terms, you must not use this Website or the App.
2.1 Users can place orders for curtains, roman blinds, roller blinds, other Products and services (including measuring and installation) on the Website or through the App by pressing the order confirmation button at the end of the checkout process. All curtains, roman blinds, roller blinds and other Products (including bay window poles and tracks) that are supplied by Stitched are “personalised products”. All services (including measuring and installation) that are offered through the Website or App are delivered by third party service providers, and Stitched’s role in the transaction is limited to the arrangement of services only.
2.2 By confirming your order of curtains, roman blinds, roller blinds or other Products, you are placing an order to purchase “personalised product(s)” that you have designed or that you have have approved the final design of. By confirming your order of services (including any in person services such as installation) you acknowledge that Stitched’s role in providing services is limited to the arrangement of those services with a third party service provider, unless you are notified to the contrary in writing. From time to time, confirmation of an order of products or services may be made in writing (including by email), in such circumstances you will be deemed to have confirmed your order as if you had pressed the order confirmation button at the end of the checkout process.
2.3 At the point that you confirm your order, we will take payment for your order by means of your nominated payment method.
2.4 Stitched will confirm acceptance of your order by sending you an “order confirmation email”, which will make the agreement legally binding between Stitched and you. Each order placed will incorporate the Terms and shall be a new and separate contract Stitched and you.
2.5 If your order is rejected Stitched will contact you to confirm this and you will not be charged for your order, or if payment has been taken, it will be refunded in full. Stitched may reject an order for any of the following reasons:
2.5.1 If Stitched (or its suppliers) does not have or has insufficient material or fabric to fulfil your curtain, roman blind, roller blind or other Product order;
2.5.2 Where Stitched cannot obtain authorisation for your payment;
2.5.3 If there has been a relevant pricing or Product description error;
2.5.4 You have ordered from an island or country where we do not deliver;
2.5.5 If your order otherwise breaches any of the requirements of these Terms;
2.5.6 We suspect that the order has been placed fraudulently; or
2.5.7 It is reasonable in the circumstances to do so, and we notify you of such circumstances.
2.6 Except where expressly agreed between you and Stitched prior to placing any order for curtains, roman blinds, roller blinds, other Products or services through Stitched, Stitched only supplies Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
3.1 The curtains, roman blinds, roller blinds and other Products (including poles, tracks and cushions) Stitched sells are digitally represented using photographs of fabrics and materials provided by its suppliers, and its own product photography. The team at Stitched works hard to ensure that the curtains, roman blinds, roller blinds and other Products it sells match the fabric photographs, product photography and samples sent to you. All digital representations are intended to be accurate, however, due to the different viewing configurations of devices used to access this imagery, the shading, texture and colour of fabrics and materials used to make Stitched’s curtains, roman blinds, roller blinds and other Products may appear different to the images displayed on the Website. We strongly advise that you request a free sample before placing your order to ensure that you are happy with the colour and fabric quality before ordering.
3.2 Stitched’s curtains, roman blinds, roller blinds and other Products, as designed by you, are also digitally represented using 3D models (over which fabric photography is rendered). The team at Stitched works hard to ensure that its curtains, roman blinds, roller blinds and other Products match the digital 3D representations designed by you on the Website or the App, however you acknowledge that there may be differences between the digital 3D designs and the curtains, roman blinds, roller blinds and other Products you purchase online through the Website and the App.
3.3 The prices displayed on the Website are subject to change and we reserve the right to change these at any time. The price you will pay is the price shown at the checkout and on your confirmation email. Prices displayed at the checkout are in GBP and are inclusive of VAT (value added tax) at the prevailing rate and in most cases delivery, save that deliveries to certain areas may be subject to additional charges after an order has been placed, e.g. Republic of Ireland and Channel Islands. We will inform you of any extra charges as soon as possible and you will have the option to cancel the order if the extra charge is not acceptable to you. On receipt of your confirmation email, please check to ensure you are comfortable that the total price of the Products ordered is correct.
3.4 In rare cases, the price quoted for a curtain, roman blind, roller blind or other Product may be displayed incorrectly. Stitched will aim to rectify any such error as quickly as possible and will notify you of the correct price. Stitched is under no obligation to provide a curtain, roman blind, roller blind or other Product to you at the incorrect price, even after an Order Confirmation Email has been sent.
3.5 From time to time, Stitched may offer discounts and promotions on the products it sells. Promotions are offered entirely at our discretion and in accordance with the terms communicated in the promotion. Promotion codes can only be used where the code has not expired and the order subtotal exceeds the minimum required for that promotion. Stitched frequently offers discounts to new users of £50 or 10% off their first order, in all cases (unless otherwise stated) such promotions shall be subject to a minimum cart subtotal of £250. Promotional discounts cannot be retrospectively applied to your order.
4.1 Made to measure Products are unique and made in accordance with your design or, in the event that the designs are not created by you, designs that have been approved by you (as confirmed by your order details). Once in production, a curtain, roman blind, roller blind or other Product (such as a bay window pole or track) designed by or approved by you, will only be suitable for your use. Because of this it’s important that you are comfortable with your design and the details of your order (including, but not limited to, colour, texture and fullness of fabrics, product form and shape, and size and suitability of products). We advise that you take advantage of Stitched’s free sample service before placing an order. Please note; we may occasionally substitute the tracks and poles displayed on the website with alternatives of equal quality and suitability, subject to availability.
4.2 For orders placed on the Website, the curtains, roman blinds, roller blinds and other Products Stitched sells are made to measure in accordance with measurements provided by you to us through the Website. Please take care when taking your measurements. We strongly recommend using the Stitched measuring guide provided on the Website, or if this is not clear, contacting the Stitched team directly for help before ordering. For orders placed on the App, our technology will measure the size of the digital curtains, roman blinds, roller blinds or other Products you have designed in the App. The app does not measure your windows, nor does it determine how how the product you have designed will fit your windows. Please ensure that any curtains, roman blinds, roller blinds or other Products you have designed in the App will fit your windows. We recommend following the measuring guide included in the App before placing your order.
4.3 Please double-check the details of the designs in your cart before confirming your purchase. By ordering any curtain, roman blind, roller blind or other Product from Stitched you confirm that you have checked that all of the details of the designs ordered (including the measurements of your window) before placing your order. Upon receipt of your order confirmation you should check your order and confirm it is correct. All Stitched curtains, roman blinds, roller blinds and other Products are made to measure. Stitched is therefore unable to resell such Products that are returned to it at full price. For details of our returns policy please refer to clause 6 for further information on Returns. Nothing in these terms affect your statutory rights.
4.4 Most fabrics and materials provided by Stitched’s suppliers are dyed and each batch can vary slightly in shade. Due to colour variations between fabric and material batches, Stitched cannot guarantee the free samples dispatched to you will match any curtains, roman blinds, roller blinds or other Products you order, nor that any new curtain, roman blind, roller blind or other Products ordered will match historic orders. Due to the print design or weave of some pattern fabrics and materials, free samples dispatched may not show the full pattern repeat, range of colours or pattern design. Fabrics and materials are cut by Stitched’s suppliers before being sent to its workshop. Stitched’s suppliers are very professional and will be as accurate as possible within a variance of +/- 3cm. In the event that a product is defective, Stitched will endeavour to repair or alter the product to your satisfaction before proceeding with any return.
4.5: Custom sizes are achieved by joining curtain “widths” (panels of around 140cm) to make up the total desired curtain or blind width. For this reason it is common for curtains to have discreet vertical joins running at intervals-however this is industry standard to any curtain/blind maker and is generally discreet-or even undetectable in the context of the finished product in-situ.
4.6: Where “blackout” is stated, please note that this defines the type of lining or fabric in question. Light leakage may still be seen around the borders of the window covering and/or occasionally in tiny stitch holes where the lining has been attached, although our makers minimise this as much as possible. This is consistent with industry standard practice.
4.7: Fabrics with a linen appearance can show an inherent casual movement, which can sometimes be interpreted as creasing. This is part of the fabric character and does not constitute a fault. If you prefer a more formal tailored look, please discuss this with the team when choosing your fabric.
4.8: Samples of patterned fabrics give an indication of the colour and pattern, however please note that they will not show the full pattern repeat. To understand how a pattern is spaced out as a wider repeat, please see our website images which show a larger fabric piece. We are unable to accept returns that relate to representation of pattern repeat by fabric samples.
5.1 Stitched’s made to measure curtains, roman blinds, roller blinds and other Products are made in workshops located in the United Kingdom. All Products are shipped directly from Stitched’s workshops.
5.2 The price for delivery is £15 which is included in the total cost of goods at the checkout stage before you place your order.
5.3 The expected delivery date will be provided to you after your order has been placed. Delivery will be made by one of Stitched’s logistics partners to the address specified by you. Please note that Stitched can only deliver products within mainland UK.
5.4 All delivery dates are estimated based on information provided to Stitched by its fabrics and materials suppliers, workshops and logistics partners. By ordering products through the Website you acknowledge that all delivery times published on the Website or provided to you directly are estimates and are in no way are guaranteed by Stitched.
5.5 The team at Stitched does its best to secure delivery within the period quoted but shall not be liable for loss occasioned by delay in delivery whether arising from order processing, supply chain or manufacturing delays, or any other Events Outside Our Control (see clause 17). We advise you not to book any installation or fitting services that cannot be freely rescheduled by you until your order has been delivered and you have checked that there are no defects and that all parts are complete.
5.6 Bulky product deliveries will often be shipped in more than one package and that delivery times for each package may vary.
5.7 Delivery days are counted in calendar days and start from the day following that on which payment is received into Hive & Design Ltd.’s bank account (usually within 24 hours). Delivery terms do not apply during busy times of the year, such as bank holidays and the Christmas period.
6.1 Stitched has a strict no refund policy, due to the custom nature, high cost of the products and waste that would be incurred.
6.2 All Stitched products are made to measure, specific to an individual’s measurements and design preferences. These products cannot be resold and are also not subject to Consumer Protection Regulations (previously Distance Selling Regulations). You will receive an order confirmation email upon payment, please double check your measurements and specifications as after 24 hours we will be unable to cancel and refund this order.
6.3 You can cancel an order for whatever reason and receive a full refund within 24 hours of placing it. After 24 hours has passed, a cancellation and refund will not be allowed.
6.4 Stitched is not responsible for any alterations costs due to incorrect measurements input. When ordering items, a customer is given two opportunities to check that they have entered the correct information: at the time of order, and on the subsequent order confirmation, which is received by email. In cases where the need for an alteration has arisen due to incorrect customer input/unchecked confirmation details, the customer will pay for this in full. This amount will be clearly discussed and agreed with you before any alteration work begins. Please help us to reduce potential wastage of fabrics and resources by carefully checking the details of your Order Confirmation email.
6.5 Fabric samples are offered so that customers can be confident about the fabric choice that they have made. Website image representations are provided in good faith, however can be subject to perceived colour difference, depending on your screen brightness and other environmental factors which are outside of our control. For this reason we regret that customers who have declined to order fabric samples before ordering a product, will not be considered for any kind of return/refund which relates to colour or appearance of the fabric in question.
6.6 We will accept full refund / partial refund in the rare circumstance there is a significant problem with the quality of manufacture or significant faults with the fabric. Stitched orders go through rigorous quality control, this instance is very rare.
6.7 In relation to fabric only orders, we advise customers to always double check the amount of fabric required as once the fabric is cut it is deemed non-refundable/non-returnable.
6.8 Please make sure all measurements are in centimetres (cm).
7.1 Stitched only accept payment through VISA, Mastercard debit and credit cards and Maestro (or such other payment options as we may provide from time-to-time e.g. PayPal).
7.2 The total charges for delivery are listed on the checkout page and on the Order Confirmation Email.
7.3 Payment will be deducted from your account immediately upon placing your Order.
7.4 When submitting your order, you warrant that all the detail you have provided are valid and accurate at the time, and that when your order is accepted by us, payment will be made in full.
7.5 If we cannot accept your order for the reasons outlined in clause 2.2 then no charges will be made to your card.
7.6 Your Order Confirmation Email contains all the necessary information to constitute a simplified VAT receipt in line with HMRC guidelines.
9.1 Promotional codes entitle you, at the time of ordering, to a saving equivalent to the discount advertised at the time.
9.2 Stitched reserves the right to decline orders where, in its opinion, a promotional code is invalid for the order being placed.
9.3 Promotional codes cannot be used in conjunction with any other offers or promotions. Offers are not valid on sale items or other discounted products.
9.4 Promotional codes and gift cards have no monetary value and cannot be exchanged for cash.
9.5 In the event of part of the order being returned, the value of the discount applied on that order will be spread between the goods proportionately. The sum in cash exceeding this value will be returned to the customer. The promotional discount will not be applied to replacement items, if the offer is still valid at the time of making a return – you should place a new order using the original promotional code.
9.6 Promotional codes and gift cards are only valid on made to measure curtains and blinds. Fabric-only orders are excluded from any promotion we may have.
9.7 Promotional codes are limited to one per household.
9.8 Gift cards purchased with discount cannot be used in conjunction with any other on-site discount.
10.1 All material on the Website is either owned by or licensed to Hive & Design Ltd and cannot be redistributed or reproduced without prior permission. This material includes, but is not limited to, designs, photography, text, layout, look, graphics and 3D models. All worldwide rights are reserved.
10.2 You may not copy, distribute, create any derivative work or commercially exploit content from or produced by Stitched or Hive & Design, or any of the material found on the Website without prior express, written permission.
10.3 Unauthorised use of the Website and the materials within it may give rise to a claim for damages.
11.1 Stitched may, from time-to-time, refer third party trades people (including measurers, installers or other service providers) for the provision of services in connection with your order.
11.2 The Stitched team makes every effort to ensure that all referrals are adequate, you acknowledge that Stitched’s role in any order of services is limited to the arrangement only. In the event that you order services that are arranged by Stitched and provided by a third party tradesperson, you acknowledge that you contract is with the third party tradesperson on the terms agreed between you and that party and you enter into that contract at your own risk.
11.3 When you place an order for or request the arrangement of services (including measuring installing and other services) you at the checkout or otherwise, you authorise Stitched to pass your order details and personal information to third party tradespersons or other service providers (including your name, residential address, email address and phone number).
11.4 Stitched shall not be liable for any loss or damage you suffer as a result of services provided by any third party tradesperson or other service provider (including any installation services or any other service provided). Loss and damage shall include all loss or damage resulting from the negligence or misconduct of such parties.
11.5 We strongly advise that no installation services are booked until you have received and checked over your order. Stitched is unable to offer any compensation towards failed installation costs in situations where products were not received and checked to be present and correct ahead of their booking.
12 The Website contains links to other websites over which we have no control. We do not endorse the contents of those websites and are not responsible for their availability or service. We will not be liable in any way for any loss or damage which you may suffer by visiting or using those websites, you do so at your own risk.
13.1 All curtains, roman blinds and roller blinds carry a 3 year guarantee from the date of delivery against faulty weaving or stitching. This guarantee applies to all purchases made after 1 June 2020.
13.2 Our Guarantee does not cover:
13.2.1 fair wear and tear, neglect, abuse or misuse of your Products (including failure to follow any Product care instructions that we provide);
13.2.2 loss or damage (including shrinkage, warping or mould) due to exposure to water or damp;
13.2.3 loss or damage due to fire, smoke, explosion, lightning, sunlight (including sun damage, fabric fading or material erosion), infestation by animals or boring insects, theft, accidental damage or loss or damage caused by a third party
13.2.4 any Products using fabric (or other items) supplied by yourself or a third party
13.3 If you wish to make a claim under our Guarantees, please contact us by e-mail at email@example.com.
13.4 Where defective Products are covered by our Guarantee, we will endeavour to repair them free of charge. If a repair is not possible you will be offered a replacement and only if a suitable replacement is not available will you be offered a refund. Where possible, refunds will be made using the same means of payment as you used to purchase the relevant Products. In the case of card payments, refunds will be made to the original card of purchase.
13.5 The law gives you certain statutory rights for the repair, exchange or refund of faulty products. These rights are not affected by this clause.
14.1 Stitched doesn’t exclude liability to you where it is unlawful to do so. Nothing in the contract excludes or limits our liability for: (i) death or personal injury resulting from our negligence or that of our employees; (ii) fraud or fraudulent misrepresentation; (iii) breach of your legal rights in relation to the products (including the right to receive products which are as described, of satisfactory quality, fit for purpose, supplied with reasonable skill and care and installed correctly by us); (iv) defective products under the Consumer Protection Act 1987; or (v) any other matter in respect of which it is unlawful for us to exclude or restrict liability. However, neither Stitched, nor any of its members, agents, directors, employees or partners, have any liability to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for:
14.1.1 any loss of income or revenue, business, profits or contracts, and anticipated savings;
14.1.2 any loss or corruption of data;
14.1.3 any loss or damage which does not directly result from Stitched’s failure to comply with this Agreement.
14.2 With the exception of any liability that cannot be excluded or limited by English law referred to above, in the event that Stitched is liable to you, in all cases its liability is limited to the amount of money you have paid to it for the curtains, roman blinds, roller blinds or other Products you have purchased through the Website.
14.3 In the event that your order services that are arranged by Stitched and provided by a third party tradesperson, you acknowledge it is is the responsibility of that tradesperson to make good any damage to your property caused by him/her while carrying out the services. You acknowledge that: (i) in order to install products, holes may be made in the fabric of the structure of your property; and (ii) neither Stitched nor any tradespersons referred to you by Stitched undertakes structural surveys prior to the provision of services and no liability shall be accepted where damage is caused by existing structural or other defects of your property.
14.4 Except where expressly agreed between you and Stitched prior to placing any order for curtains, roman blinds, roller blinds, other Products or services through Stitched, Stitched only supplies Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.1 We reserve the right to terminate this Agreement with immediate effect if you are in breach of any of the terms of the Agreement, or fail to make payment when due.
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17.1 The Products will be at your risk from the time of delivery.
17.2 Ownership of Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges, and the Product has been dispatched to you.
18.1 Neither Stitiched, nor any delivery and production service it uses, will be liable or responsible for any failure to deliver, or delay in production or delivery of, a curtain, roman blind, roller blind or other Product that is caused by an Event Outside Our Control, as defined below.
18.2 An “Event Outside Our Control” means any act or event beyond Stitched’s reasonable control, including but without limitation to, adverse weather conditions (such as snow, flood, storms), strikes or industrial action, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, earthquake, subsidence, epidemic or another natural disaster, road traffic accidents and road closures.
19.1 These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts. If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms which will continue to be valid and enforceable to the fullest extent permitted by law. These Terms are offered in English only.
20.1 On rare occasions some of our fabrics have a longer lead time, unfortunately, these will not be able to honour the 2 weeks but our team will be in touch if this is the case
20.2 Orders with over 4 items (curtains/blinds) are not eligible for this service, and cannot be guaranteed to be completed within 2 weeks
20.3 We ship our items on a next day delivery service, however, we are not able to control any delays incurred by our courier partner, therefore 2 weeks lead time doesn’t include shipping time
20.4 Priority delivery is 10 working days (excluding weekends and bank holidays)
21.1 For larger orders over £1,000 you can request to pay a 50% deposit now and pay the balance before delivery should you prefer. We request the remaining 50% to be paid 48 hours before we deliver.
21.2 If the balance is not received within 48 hours your item(s) will be held back until the balance is received. If no payment is received two weeks after this date your order will be cancelled. Please remember, delivery cannot be made until your entire invoice has been settled. If you have any questions regarding our 50% deposit payment option, please contact our customer experience team.