Terms & Conditions

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1.Terms & Conditions Introduction

1.1 We operate the website www.stitched.co.uk (the "Website"). We trade under the name Stitched with the legal name Hive & Design Ltd, 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.s VAT number is 269752749 ("we", "our", "us" or "Stitched").

1.2 If you are a consumer (whether a natural or corporate person) then references in these terms and conditions (the "Terms") to "you" are to the individual using the Website and purchasing the products detailed on the Website ("Products") for private and non-commercial purposes (such as re-sale of goods supplied).

1.3 These Terms (together with our Privacy Policy) tell you information about us and the legal terms and conditions on which Stitiched sells the curtains, roman blinds, roller blinds and other Products to you. The Terms, Privacy Policy, Terms of Website Use and the description of Stitched’s curtains, roman blinds, roller blinds and other Products on the Stitched website, are together the "Agreement".

1.4 By registering with Stitched and ordering a curtain, roman blind, roller blind or other Product through the Website, you accept that you are entering into a contract with us under these Terms. People who register with Stitched establish an "Account", and become "Users". Visitors to Stitched who do not register, but who nevertheless use the Website acknowledge that they are bound by these Terms each time they access the Website.

1.5 If you do not agree to these Terms, you must not use this Website.

1.6 Please note, we reserve the right to amend these Terms from time to time.

2. Placing an Order

2.1 A contract for the purchase of a curtain, roman blind, roller blind or other Product is created as follows:

2.1.1 To place an order, a visitor must become a User by creating an account, as outlined in clause 1.4;

2.1.2 The User places the order on the Website by pressing the order confirmation button at the end of the checkout process. The made to measure curtain, roman blind, roller blind or other Product (including bay window poles and tracks) contained in the order is a "personalised product";

2.1.3 By confirming your order, you are placing an order to purchase the “personalised product(s)” that you have designed;

2.1.4 At this point, we take payment for your order by means of your nominated payment method;

2.1.5 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;

2.2 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:

2.2.1 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;

2.2.2 Where Stitched cannot obtain authorisation for your payment;

2.2.3 If there has been a relevant pricing or Product description error;

2.2.4 You have ordered from an island or country where we do not deliver;

2.2.5 If your order otherwise breaches any of the requirements of these Terms;

2.2.6 We suspect that the order has been placed fraudulently; or

2.2.7 It is reasonable in the circumstances to do so, and we notify you of such circumstances;

2.3 Stitched cannot make changes or cancel your order once it has been placed – for further details on Stitched’s Cancellation Policy, please see clause 6.

3. Products Shown and Pricing

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, 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.

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.

4. Personalisation of Products

4.1 Made to measure Products are unique and made in accordance with the your design (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 you, will only be suitable for your use and cannot be cancelled or returned. Stitched is unable to resell any curtains, roman blinds, roller blinds or any other Products that are returned to us. It is extremely 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,

4.2 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. It is your responsibility to take the correct measurements of your window, recess, curtain pole or track (as required). 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.

4.3 Stitched cannot edit or cancel an order for a made to measure curtain, roman blind, roller blind or any other made to measure Product once it has been placed, so 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, and take full responsibility for the measurements provided to Stitched. 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, accept returns or refund the value of any Product ordered in the event that you provide incorrect measurements or
dislike any of the Products supplied. Please refer to clause 6 for further information on Changing or Cancelling an Order. While we think these terms are fair, this does not 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. Stitched will not replace the order if the sizes are within this tolerance limit and you will not be entitled to reject the goods. If you are in any doubt as to the precise nature of the fabric you are advised to contact the Stitched customer services team for further advice.

5. Delivery of Products

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, in most cases, 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 or arising out of an Event Outside Our Control (see clause 16). 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. Changing or Cancelling an Order

6.1 By ordering curtains, roman blinds, roller blinds or other Products through the Website you agree to enter into a legal binding contract with Stitched. In accordance with Consumer Contracts Regulations 2013, made to measure goods (such as curtains, roman blinds, roller blinds and other Products sold to you by Stitched) are excluded from this legislation and your right to cancel an order for goods, within 14 days of placing an order does not apply.

6.2 All orders made through the Website are automatically processed with Stitched’s fabric suppliers and workshop. You cannot cancel or make changes to made to measure products you have designed and ordered once that order has been placed, and we are unable to refund your money after this time. Please call the Stitched customer services team as soon as possible in the event that you wish to cancel or change an order in case they are able to override the automatic processing of your order.

7. Refund Policy

7.1 The Stitched team is very proud of the quality of its curtains, roman blinds, roller blinds and the other Products it sells. All Products are rigorously quality checked during and after production by the teams located in Stitched’s workshop. However, problems do occasionally occur. In the unlikely event that a curtain, roman blind, roller blind or other Products you have ordered is damaged, you may request a refund or repair in accordance with clause 7.2 below. Stitched will not refund you if the curtain, roman blind, roller blind or other Product is in a good condition but the order is wrong due to a mistake made when ordering - please refer to clause 4 for further information on ordering personalised products.

7.2 If eligible for a refund, repair or replacement of your order, you can request one within 7 days of the date of receipt of the relevant curtain, roman blind, roller blind or other Products. Please email info@stitched.co.uk with your order number, a description and/or photograph of the damaged Product(s) and we will consider your eligibility in accordance with the Terms. As stated in clause 4 and clause 6, Stitched does not take responsibility for customer generated mistakes.

7.3 If you are eligible for a refund, repair or replacement and choose to receive a refund, Stitched will refund you the total amount you paid for the relevant curtain, roman blind, roller blind or other Product plus any delivery charges you may have paid, within 14 days of the day on which you provide us with evidence that the Product(s) are faulty. You will receive an email confirmation of your refund.

7.4 If you choose to have your Product(s) repaired or replaced, instead of a refund, the Stitched team will do so at its discretion, free of charge and resend the Product(s) to you at no extra cost.

7.5 Please note, it is not Stitched’s policy to offer both a refund and a repair.

8. Payment and Charges

8.1 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).

8.2 The total charges for delivery are listed on the checkout page and on the Order Confirmation Email.

8.3 Payment will be deducted from your account immediately upon placing your Order.

8.4 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.

8.5 If we cannot accept your order for the reasons outlined in clause 2.2 then no charges will be made to your card.

8.6 Your Order Confirmation Email contains all the necessary information to constitute a simplified VAT receipt in line with HMRC guidelines.

9. Installation and other services

9.1 Stitched may, from time-to-time, refer third party installers or other service providers for the provision of services in connection with your order (including installation services for products supplied by Stitched).

9.2 The Stitched team makes every effort to ensure that all referrals are adequate. However, in the event that you contract with any third party installer or any other service provider, you acknowledge that you do so at your own risk, in accordance with the terms and conditions provided by that party.

9.3 By requesting to receive quotes from third party installers or other service providers (at the checkout or otherwise) you authorise Stitched to pass your order details and personal information to those named third party installers or other service providers (including your name, residential address, email address and phone number).

9.4 Stitched shall not be liable for any loss or damage you suffer as a result of services provided by any third party installer 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.

10. Privacy

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10.1 Stitched will only use your personal information in accordance with the Privacy Policy. Please take the time to read this.

11. Intellectual Property Rights

11.1 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.

11.2 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.

11.3 Unauthorised use of the Website and the materials within it may give rise to a claim for damages.

12. Links

12.1 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. Liability

13.1 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:

13.1.1 any loss of income or revenue, business, profits or contracts, and anticipated savings;

13.1.2 any loss or corruption of data;

13.1.3 any loss or damage which does not directly result from Stitched’s failure to comply with this Agreement.

13.2 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 bought through the Website. Nothing in these terms of use excludes or limits Stitched’s liability for death or personal injury arising from negligence, or for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

14. Risk and Title

14.1 The Products will be at your risk from the time of delivery.

14.2 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.

15. Termination

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.

16. Events Outside Our Control

16.1 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.

16.2 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 other natural disaster, road traffic accidents and road closures.

17. Law and Jurisdiction

17.1 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.

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