Frequently Asked Question

When can I expect my order?

Our packages are processed within 1-2 business days and have an average delivery time of 2-4 business days.

Do you have time to think about it?

We love our products and we know you will too! That's why we offer a 10-day risk-free trial. If you don't love our products, we'll give you your money back. You can register items for return with our customer service within 10 days of receipt.

Is there a delay?

Unfortunately, we are also experiencing delays in production and deliveries. Our supplier will do their utmost to process and ship your order as soon as possible. Please note that the average delivery time is longer than normal ( 2-4 business days ). Thank you for your understanding!

The expected delivery time has passed, where is my order?  

In 99% of the cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed in the delivery process. If you have not received anything 3 days after the expected delivery time, please contact us.

I am not satisfied with my order. What should I do?  

Not satisfied with your order? We are very sorry and would like to hear what we can do to satisfy you. Send an email to info@stitchsimon.com and we will solve  it as soon as possible!

Can I change or cancel my order?   

Please contact us as soon as possible if you wish to make changes to your order. We will do our best to accommodate your request.

What  if I am not at home when the delivery person comes to deliver my package?

If your package does not need to be signed for, the delivery person  may leave your package in the letterbox. Does the package not fit through the letterbox? Then the delivery person will try to deliver your package to your neighbors. If this is also not possible, then the delivery person will take the package back to the depot and try to deliver it again the next delivery day.

I have entered an incorrect address, can you correct this?  

We cannot change addresses of packages that have been sent . However, you can use the tracking to have the package diverted to a service point, so that the package is not delivered to the wrong address. Always have the address changed at the sender, please contact their customer service for this.

My package has been delivered, but I have not received anything. What now?  

We kindly ask you to first ask your direct neighbors if they have received a package or card. Also check the mailboxes. Has your package not yet surfaced? Then contact info@stitchsimon.com as soon as possible so that we can help you further and start an extensive investigation.