Store and Event Policy
Special Order Policy
We love our customers and always aim to bring you the stitching goodies you are searching for!
We are happy to place special orders and fulfil customer requests, however some products involve significant lead times. Hand-dyed linens, for example, may have wait times of 3–9 months, while international shipping and supplier delays may also extend delivery timeframes.
Should you wish to proceed, a 50% deposit (exclusive of postage costs) is required before the order will be placed.
All special orders are considered a commitment to purchase in full once received. Payment details may be requested to ensure completion of the order.
Retreat & Event Booking
In the event you need to cancel your attendance, refunds will only be offered where another attendee is able to fill your place. All waitlist management and transfers are handled solely by the event organiser and no private transfers may be arranged independently.
As significant costs are incurred immediately in relation to venue bookings, catering, kits, event materials and planning, refunds cannot be guaranteed.
Where your place is successfully filled, a $50 non-refundable administration fee will be deducted from your refund.
Attendees who choose to cancel are responsible for their own related bookings and expenses, including accommodation, flights and transportation. The event organiser accepts no responsibility for cancellation fees or losses incurred through third-party providers.
The event organiser reserves the right to refuse entry and, in such circumstances, all event payments made will be refunded.
Workshop & Retreat Changes
The Stitchers Merchant reserves the right to make changes to advertised guests, designers, tutors, projects, schedules, event inclusions or programming where necessary due to circumstances beyond reasonable control.
This may include, but is not limited to:
- illness or family emergencies
- travel disruptions or airline cancellations
- government restrictions or travel advice
- geopolitical events
- freight or supplier delays
- force majeure events
Where possible, reasonable efforts will be made to provide alternative arrangements, revised programming, substitute inclusions or virtual participation.
The inability of an advertised guest, designer or tutor to attend in person does not constitute cancellation of the retreat where the event itself continues to proceed.
No refunds, credits or partial reimbursements will be provided for changes to individual guests, presenters or program elements where the retreat is otherwise proceeding as scheduled.
Force Majeure
The Stitchers Merchant shall not be held liable for cancellation, delay, modification or interruption to the event caused by circumstances beyond reasonable control, including but not limited to natural disasters, severe weather events, pandemics, government restrictions, industrial action, travel disruption, war or civil unrest.
Any refunds, credits or transfers in these circumstances will be determined at the discretion of the event organiser and subject to unrecoverable costs already incurred.
Digital Products
Digital products, including downloadable charts, PDFs and electronic files, are for personal use only and remain the intellectual property of The Stitchers Merchant and/or the original designer where applicable.
Due to the immediate nature of digital delivery, digital products are non-refundable and non-returnable once purchased or downloaded, except where required under Australian Consumer Law.
Digital files must not be copied, shared, distributed, resold, reproduced or uploaded to third-party websites, social media groups or file-sharing platforms.
Please ensure you carefully review product descriptions prior to purchase, including whether an item is physical or digital in format.
If you experience difficulty accessing your files, please contact us and we will do our best to assist.