Slowstitch Studio cannot be responsible for packages once they have shipped and in the rare case that a package goes missing or is lost once shipped we cannot cover costs or refunds for lost parcels.
Once we’ve relinquished packages to a shipping carrier it becomes their sole responsibility and there are special routes to take to get refunds from them directly in the case of lost or damaged packages via their insurances. If you’d like extra insurance on high priced parcels please reach out to us for a quote.
If a package is returned to us due to customs issues / duty non-payment when shipped internationally it must be resent with postage paid for by the buyer and will not be refunded or cancelled. Import tax customs are the responsibility of the customers in their respective countries.
If a package is marked ’delivered’ but not found, there is a chance it may have been mistakenly taken or stolen from the residence after delivery and is then the responsibility of the resident.
Customer satisfaction is our top priority, however our studio cannot support itself if we are responsible for refunding errors outside of our operations. While these policies may be strict you can always reach out to us and we will do our best to assist you in any way in any situation.