ministitches

©2019 by ministitches

Common Queries

Your questions answered

Unless explicitly stated in the listing, all items we sell are made-to-order. 

Most items will be made and shipped 2-3 weeks after payment.

 

What is your return policy?

We will gladly accept returns within 28 working days of dispatch by us.  


Refunds on personalised or custom made items will not be issued unless there is a quality issue. 


Postage for returns will be at the expense of the purchaser (unless items are faulty). 


All of our items are handmade and are quality checked before they are packed. 


If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it.

By original condition we mean: 

  • you’ve kept all original packaging and labels in good condition and the product can be resold at full price 


  • you haven’t used the product 


Unless faulty, this should be within 28 days of purchase

  • We will only refund to the original debit, credit or charge card or paypal account used to purchase. 


  • Where a product has been made to measure or personalised for you, unless faulty, we're unable to refund or offer an exchange. 


  • We will refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items


  • Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a full refund, so please keep your receipt or order confirmation.  


  • This does not affect your statutory rights



Cancellations


If you decide to cancel your order please let me know as soon as possible to avoid unnecessary posting. If the item has already been posted please return the item to me within 14 days unused, in the same condition it was received and in the the original packaging. Please advise me as soon as possible that you are returning it and please ensure you have proof of posting. Refunds will only be issued upon receipt of the returned item. Return postage will not be refunded.


If a bespoke/personalised item has been started I'm afraid the order may not be cancelled.



Items which are bespoke & personalised MAY NOT be returned for refund.


Damaged items

All items will be securely and safely packaged for shipping, however we are probably all aware that things can go wrong in transit! If the package arrives appearing damaged please take photographs BEFORE opening.


If the item has been damaged during transit please take photographs of the damage and contact me within 2 days of receipt. The item must be returned with a proof of postage and a refund will only be made once the item has been received and inspected by me.


What is your privacy policy?

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through ministitches.com or its related sites and services. 
This Privacy Policy does not apply to the practices of third parties that I do not own or control.
Information I Collect
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly. 
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:- • as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;• when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services. 
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law. 
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Data Retention
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years. 
Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below. 
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request. 
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons. 
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of EU data protection law, I, Karen Morris, am the data controller of your personal information. If you have any questions or concerns, you may contact me at ministitches.x@gmail.com

Can I Fast Track My Order?

Overtime Policy (rush orders)

We’ve instituted a fast-track fee for any customer who would like their order made faster than our regular turn-around time. If you would like to upgrade to fast-track (turn-around of 2-3 business days, rather than 14+), please contact us prior to purchase. The fee is £15 GBP.

We introduced this fee because we understand that on occasion orders may be required sooner. However, to be fair to all our customers, we don’t allow any customer to ‘jump the queue’. Instead, if you need your order faster than normal, we actually work overtime hours to complete your order. If you need your order to be fast tracked please do not order without contacting us first as we need to ensure we have sufficient fabric in stock to complete your order! 

Additional Information 

Additional Policies and FAQs_


***How to Care for your Items***

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All items with popper fastenings, lace and other embellishments should be washed on a gentle setting and not tumble dried. Excess heat can distort snap fastenings and cause lace to shrink.

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Please keep in mind that all items in this shop are completely handmade, and therefore some small imperfections may be present.

Hopefully, you will, as we do, see any small imperfection as part of what makes a personally hand-made item unique. After all, we are, none of us, perfect!

What is Your Processing Time?

Our collection consists of quality items that are each hand cut and sewn in our studio. This process takes time and each garment is made to order therefore there is a lead time of approximately  2-3 weeks for the order to be completed , packed and shipped. Bigger orders may take few days longer to be completed.


Our lead time is updated on a weekly basis on the front page of our website and also on our social media. Please feel free to contact us prior to ordering to check the current lead time.