Refund Policy
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This page is about the money: when a refund is sent, where it goes, how much comes back, and how store credit works if you would rather keep shopping for the two of you or for the rest of the family. The practical steps of sending something back, like requesting a label and packing your parcel, are on our Returns & Exchanges Policy. Together, the two pages cover everything that happens when an order does not work out.
Refunds at a glance
- When: we send your refund within 7 days of receiving your return.
- Where: back to your original payment method, or as store credit if you prefer.
- Store credit: never expires.
- Return postage: paid by us, so it is never taken out of your refund.
- Shipping: free on every order, so there is no shipping charge to recover.
- Restocking fee: none.
- Return window: 60 days from delivery, any item, including personalized pieces.
- Questions: [email protected], answered within 24 hours on business days.
1. Situations that lead to a refund
A refund can come from a few different starting points. In each case the amount and the timing follow the same simple rules, explained in the sections below.
You changed your mind or something does not fit
Return any item within 60 days of delivery. Once your return reaches us, the refund for that item is sent within 7 days. Personalized pieces are included, so a crewneck with “Est. 2016” across the chest can be refunded just like a plain beanie.
An item arrived damaged, flawed or not as ordered
If a piece arrives with a defect, with embroidery that differs from what you typed, or in the wrong size or color, email us. You can choose a replacement or a refund. If you choose a refund and we ask you to send the item back, it is sent within 7 days of the return arriving with us.
You cancelled within 24 hours
Orders cancelled within 24 hours of being placed are refunded in full. See Cancel or Change an Order for how to ask.
We had to cancel your order
If we ever cannot fulfil an order, for example because a requested personalization includes a brand, team or character name that we cannot embroider, we will email you first. If the order is cancelled, you receive a full refund of what you paid.
A parcel that never arrived
If your parcel seems lost, email us with your order number. We will look into it with you and explain the options, which may include a replacement or a refund.
2. How long a refund takes
Our part of the timeline is short and fixed: we send your refund within 7 days of receiving your return. For a cancellation, there is nothing to send back, so the refund starts as soon as the cancellation is confirmed.
Why it can take a little longer to show up
After we send a refund, your bank or payment provider still needs to post it to your account. That part is outside our hands, and the time it takes varies from one provider to another. If you do not see it after a reasonable wait, check with your provider first, then email us and we will share the refund details we have so they can trace it.
| Situation | What starts the clock | When we send the refund |
|---|---|---|
| Change-of-mind return | Your return arrives with us | Within 7 days |
| Damaged, flawed or wrong item sent back | Your return arrives with us | Within 7 days |
| Cancellation within 24 hours | We confirm the cancellation by email | Right after confirmation |
| Store credit chosen instead of a refund | Your return arrives with us | Within 7 days, as store credit |
Following the progress
We email you when your return is received and again when the refund or store credit has been sent. The order status on our Order Tracking page also changes once a refund has been processed.
3. Where the money goes
You choose between two options when you request your return.
Original payment method
The refund goes back to the same payment method you used at checkout. We cannot send it to a different card, account or person. If the original method has since been closed or replaced, your provider usually routes the refund to the new one; if not, email us and we will talk through what can be done.
Store credit
If you would like to put the value toward a different size, a new design or the next family photo outfit, you can take store credit instead. Store credit never expires, so it is just as useful for next winter’s matching hoodies as it is for this week. We email you the details once it is issued.
Refunds for gifts
When an item was bought as a gift, the refund goes to the person who paid, on their original payment method. If you received a gift and would rather not involve the buyer, an exchange for a different size or color is usually the friendliest route.
4. How much is refunded
We keep the math simple. You get back what you paid for the item you return, and we do not subtract fees for handling, restocking or postage.
- Item price: refunded in full for each returned piece.
- Size additions: if you paid $2 extra for a 2XL or $4 extra for a 3XL, that amount comes back too.
- Personalization: refunded along with the item it was ordered on.
- Shipping: shipping is free on every order, so there is no shipping charge to refund.
- Return postage: we pay for the return label, so nothing is deducted for it.
Discounts and partial orders
If your order used a discount, the refund for a returned item is based on what you actually paid for it after the discount. When you return only some items from a discounted order, we apply the discount fairly across the items so the numbers add up.
Duties and import charges
For orders delivered to Canada, Australia or New Zealand, any import duties or taxes depend on the destination country and are handled by that country’s customs process. If you paid such a charge and are returning the order, contact us and we will help you understand what can be done.
5. Partial refunds and split decisions
Matching orders often end with part of the order staying and part going back. Refunds follow the items, not the order as a whole.
One half of a pair set
If you return only one half of a 2-piece pair set, you are refunded for that half. Where the set was priced as a set rather than as two separate items, we will explain by email how the amount for the returned half is worked out before we send it.
Part of a family order
Picture a family of four in Big Star and Little Star tees: adult L, adult M, Youth S and 3T. If only the 3T goes back, the refund covers the 3T tee. The other three lines stay exactly as they are.
Refund for one item, exchange for another
You can mix both in one request. Maya might keep her Moon half in L, Jordan might exchange his Star half from S to M, and a matching beanie might go back for a refund. We handle each line on its own and confirm all of them in one email.
6. Refunds and the payment options at checkout
The payment options available for your order are shown at checkout, and every refund goes back through the same option you used. Because the refund follows the original payment, it cannot be redirected to another account. Read more on our Payment Methods page.
Disputes and chargebacks
If anything about a charge looks wrong, please email us before opening a dispute with your bank or payment provider. Most questions are cleared up in a single reply, and a dispute can freeze the payment while it is looked into, which often makes a refund slower for you. If you have already opened a dispute, let us know so we can share the order details with your provider.
Duplicate or unexpected charges
If you see two charges for one order, or a charge you do not recognize, send us the date, the amount and the last part of the reference shown by your provider. We will check our records and reply within 24 hours on business days.
7. Choosing between a refund and store credit
Both options are worth the same amount. The difference is where the value lives afterward. A few questions can help you decide.
| Question | Refund to original payment method | Store credit |
|---|---|---|
| When is it sent? | Within 7 days of receiving your return | Within 7 days of receiving your return |
| Where does it go? | Back to the payment you used at checkout | To your Kind Stitch store credit, with details by email |
| Does it expire? | Not applicable | Never |
| Can it go to someone else? | No, only to the original payment | Ask us by email and we will explain the options |
| Best for | Closing out an order completely | Reordering a new size, a new design or a future gift |
Changing your mind about the choice
If you asked for store credit and would rather have the money back on your payment method, or the other way around, email us before your return arrives. Once a refund has been sent, it cannot be pulled back and turned into credit, so a quick note early on saves everyone a step.
Using store credit on a new order
Store credit works well for families that keep growing. Toddler sizes run 2T to 4T and youth sizes XS to XL, so the credit from an outgrown piece can wait patiently until the next size or the next holiday photo. Because it never expires, there is no rush.
8. Examples from real-life matching orders
The outgrown Mama & Mini set
A parent orders a Mama & Mini set for a spring photo, then the little one has a growth spurt. The mini piece goes back within 60 days of delivery with our free label. When it arrives, the refund for that piece is sent within 7 days, or it becomes store credit toward the next size up.
The anniversary hoodie with the wrong year
“Est. 2016” was typed as “Est. 2061”. If caught within 24 hours, it can be changed for free before embroidery and no refund is needed at all. If it is noticed after delivery, the hoodie can still be returned within 60 days and refunded, or exchanged for one with the right year.
A grandparent gift that does not fit
A sweatshirt pair is sent to grandparents in Canada. Grandpa’s fits, Grandma’s does not. She can return hers with a free label; the refund goes to the grandchild who paid, or the value can become store credit that never expires.
9. Contact us about a refund
Before you write
- Have your order number ready; it is in your order confirmation email.
- List each item you are asking about, with its size and the personalization on it.
- Say whether you prefer a refund to the original payment method or store credit.
- If you already sent a return, include the tracking or drop-off details from the label.
Email [email protected] with your order number, the items involved and whether you prefer a refund or store credit. We reply within 24 hours on business days, by email only. For return steps, see our Returns & Exchanges Policy; for general questions, visit the Help Center or our Terms of Service.
Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US.