Shipping & Returns

Return policy

Received an item and it was not as promised? You have the right to return the item and we’ll gladly process a refund for it.

When does my item not qualify for a return:

1) If it does not fit the buyer, or isn’t according to the buyer’s taste, the buyer is only allowed to return the item if the seller agrees to refund the item or if an alternative mutual agreement was made.

2) If the item has been washed or used.

How to log a return:

3) Buyers need to inform the seller via the Stitch Up messaging platform within 48 hours of receiving the item that they wish to return the item.

4) Buyers need to clearly stipulate their reasons for returning the item.

5) The Seller provides the details to the buyer on where to send the return. The same delivery method used to purchase the item will be used to return the goods unless the Seller and the Buyer agree on an alternative method.

6) Once consent on the return has been received, the Buyer needs to ship the items within 72 hours, unless otherwise arranged with the Seller. Shipping costs will be for the buyer's account.

7) Once the seller has received the item, they need to cancel the order.

8) Once cancelled, the money deposited for the item will be automatically refunded to the Buyer’s Stitch Up wallet.

Stitch this to your ear:

*If the seller made any claims in their descriptions relating to “no returns/no refunds” this claim will be null and void as it is in contradiction to our terms and conditions. The buyer has the right to return the item to the seller in line with the conditions stated above.
*When an item is returned, both parties are responsible for covering one part of the shipping costs, meaning that the seller covers the cost of shipping the item to the buyer and the buyer covers the cost of shipping the item back to the seller in the event of logging a return.

Struggling to reach a consensus? Email support@stitchup.co.za and we’ll help you to resolve the situation. If one of the parties does not respond within 48 hours, we’ll make a decision in favour of the other party.

Shipping Policy

We have partnered with multiple courier options that deliver nationwide and each operates using their own process which the buyer and seller must adhere to.

It is up to the seller to decide which delivery methods they would like to make use of on their e-shop. The delivery cost will be for the buyer's account.

Delivery Process

1. When a seller uploads an item to their shop, they must choose from the list of delivery options they wish to utilize.

2. Once the buyer chooses an item to purchase, they can choose from the list of delivery partners and supply their delivery information.

3. The shipping cost of the chosen delivery method will be added to the item price at checkout.

4. Once the seller receives the buyer’s details, they will ship the item to the buyer and pay for delivery. The seller can access the order information under the “My shop”->“orders” tab.

5. After shipping the item, the seller must change the status of the item to “item transferred” under Menu-> My Shop-> Orders.

6. After receiving the item and if the buyer is happy, they will need to change the status of their order to “item received.” The total amount (including shipping) is then released to the Seller’s Stitch Up wallet.

SUPPORT PLATFORM

Is your order or e-store leaving you in stitches? We’ll stitch you up fast. From buyer and seller disputes, and e-store issues to funky-lookin’ orders, we are here to help you every step of the way.