Returns & Refunds
If you are not satisfied with your order, please read through our returns policy below. In any event, your first course of action is to contact us through our contact page or respond to your order email.
What happens if I have been sent the wrong items?
Within 72 hours of receiving an incorrect order, you must inform us what items you want to return. We will send you a returns document that needs completing, and then we will arrange the collection of the goods. If you inform us after 72 hours, we cannot accept returns.
What happens if my order/package arrives damaged?
If your order is damaged, please get in touch with us, and we will arrange the collection of the damaged items. Once these items have been processed at our warehouse, you have the option of either a refund or a replacement item.
Can I return a faulty item?
We promise to refund or exchange any faulty items within 30 days from the date of delivery. The defective item will be inspected before refund/exchange to ensure it has been treated following the care instructions outlined on the item. A refund will not be issued if the item has been misused in any way and this has caused the fault. For further information, please refer to our Terms and Conditions.
Please include a copy of your delivery note/invoice in your package detailing which items will be returned for a refund/exchange.
Please return your items to:
Sew True Colours
PO Box 807
Wigan
WN1 9WN
Please note it is your responsibility to return any items to us. We recommend using a recorded service or acquiring a proof of posting certificate (e.g. Royal Mail, DPD). It can take up to five working days to process your return from receiving it back as Sew True Colours. Suppose you are returning items for a refund because they are faulty. In that case, we will refund you the price you paid for the item (including delivery charges) and any reasonable costs incurred by you in returning the item to us.
Can I cancel my order?
You can cancel your order for good for any reason up to the point production has begun, and any payments made shall be refunded in full within 28 days.
For more information, please see our Terms and Conditions. Please note this right of cancellation does not apply to any goods that you have ordered which have either been made to your specification or personalised (e.g. with your name, logo or other personalisation) or which are sealed and are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
I have changed my mind. Can I get a refund?
If you have changed your mind for ANY reason, you can send your order back for a full refund within 30 days of receipt.
Please get in touch with us via info@sewtruecolours.co.uk if you want to return your item. Send the item(s) back to us at the following address:
Sew True Colours
PO Box 807
Wigan
WN1 9WN
Please keep your proof of postage in case it goes missing. Items must be unused and in a resalable condition. Upon receipt, we will process your refund to the original payment method within five days. We will not be able to refund the initial postage charge.
Which items cannot be returned?
We cannot accept returns for items that have been made to your specification; this includes personalisation, special orders where they cannot be resold through the website, any fabrics that have been cut to your specification or are not suitable for return due to health protection or hygiene reasons.
In the event of personalised or unique order items, we will always seek your approval at the proofing stage before we progress with your order. Therefore, it is essential that you are thoroughly satisfied with proofs and once approved, errors cannot be rectified, and you are liable for costs.
When will I receive my refund?
Once items are received, we will notify you of receipt, and unless there is an issue, all refunds will be processed within five working days. Refunds will be credited back to the original payment method.
