Made by hand, from what you send us
Every Stitched Memory keepsake is cut and sewn by Katie from the actual clothing you mail to us. Once your garments arrive at our studio, that fabric is set aside for your piece and the work begins. Because there is no way to un-cut a shirt or return a bear to the stockroom, our refund window is narrow and specific.
Before your garments reach us
You may cancel your order at any time before your package is scanned as received at 117 Emerald Cove Dr, Woodstock, GA 30189. Email katie@stitchedmemory.com and we'll refund the full amount you paid at checkout back to your original payment method within 5 business days. If you've already been sent a prepaid shipping label and haven't dropped the package off yet, just let us know and we'll cancel the label.
The 30-day fabric window
Your fabric needs to reach our studio within 30 days of the prepaid USPS label being emailed to you. If it hasn't, your order moves into a review hold and Katie personally takes a look — she'll usually email you first to see whether it's already in the mail or whether you need more time. If we can't reach you, the order is cancelled and your full payment is refunded to the original payment method. If something in life makes 30 days tight, just email Katie before the deadline and we'll extend it — this rule exists to keep the production queue moving for the customers who are ready to send, not to penalize anyone.
Once your garments arrive at our studio
After Katie receives and logs your fabric, the order is non-refundable. At that point we are holding your clothing, your piece is entering the queue, and the work of cutting, shaping, and stitching starts. This is true regardless of how far along the keepsake is on the day you reach out — the refund window closes at “fabric received”, not at “finished.”
If something is wrong with your keepsake
A closed refund window is not the same as “you're stuck with it.” If your piece arrives damaged in transit, has a defect in how it was sewn, or doesn't match what you ordered, email Katie at katie@stitchedmemory.com within 14 days of delivery with photos and your order number (it's the SM#### from your order confirmation email). We'll repair, remake, or otherwise make it right at no cost to you.
Fabric remnants
During checkout you'll choose whether any leftover fabric should be returned to you with your keepsake or discarded/donated. We honor whichever you picked. If you change your mind before your garments arrive, email us and we'll update your order.
Donation bears
The free donation bears program for hospices, hospitals, and children's organizations is separate from paid orders and has no refund policy — there's nothing to refund. If your organization's needs change after requesting a donation, just let us know and we'll update or cancel the request.