Stitch & Rivet FAQ, info about returns, and more
How long from the time I place my order until it ships?
Shipping & Production Time- Most orders for small goods are shipping in just a few days, bags will generally ship in 1-3 weeks since we have to make them. We will try to get your order out as quickly as possible, but please remember that faster shipping is just that - speedier shipping time from the carrier, not a shorter time making the item.
Stitch & Rivet ships via the United States Postal Service or UPS
All orders include a tracking number, and insurance can be purchased at check-out.
Due to package volume and systemic issues, at some times of the year, both UPS and USPS may experience delays of a week or more .
Once USPS or UPS tracking shows an item as delivered, we no longer accept responsibility for the shipment; if package theft is a concern, please email us as soon as you place your order to include a delivery signature at a nominal fee, usually around $3.
In the unlikely event that your product arrives damaged from shipment, Stitch & Rivet must be contacted via email within three days of delivery. Please include photos of the damage in the email as an attachment.
International Orders- S&R only ships within the USA at this time.
What about returns and exchanges?
Workshop Tickets and Services - Workshop tickets and services such as stamping events or business consulting are non-refundable. However, they are transferable. You are welcome to sell or give your ticket to someone else if you cannot attend a workshop. In the case of illness, please reach out ASAP, and we will discuss possibilities.
Cancelations - Retail item orders are generally cancelable until the item has shipped or, in the case of made-to-order items, until the item is cut or stamped (generally 2-3 days). If you wish to cancel an order, you must reach out via email with your order number, personalized items cannot be canceled if they have already been stamped. If your item has shipped, that order is subject to the returns and exchanges policies below.
Product Returns and exchanges- are available for full-price retail orders within three days of delivery
Items purchased from late November through December as holiday gifts have an extended exchange timeframe, and all exchanges must be completed by January 15th. Items for holiday exchange must be unused, and personalized items are not exchangeable, with no exceptions.
No exchanges or refunds exist on customized, personalized, second sales, flash sales, discounted items, or gift cards/e-gift cards/gift certificates.
The buyer is responsible for all shipping costs associated with a return or exchange, and the shipping must include a tracking number. Please let us know if you want us to email you a label and deduct the cost from your return.
Due to the handmade nature of our product, we do not offer returns or exchanges on products that have been used or are unsaleable.
If a product is not in perfect unused condition, it will not be accepted for return and will be shipped back to the customer at their cost.
Once returned to S&R, the item will be refunded less actual initial shipping costs and a 3.75% transaction fee that card processing companies charge us, and they do not refund us.
Please email us if you are making a return or exchange so we know your package is on its way.
Please include a note in your return or exchange with your order number and address.
Return Address:
Stitch & Rivet LLC
PO Box 26
Haymarket, VA 20168
Do you have sales?
At Stitch & Rivet, we have periodic sales events and coupon codes included in our newsletters.
Please sign up for our newsletter or follow us on social media to stay informed about sales and promotions.
We do not offer after-the-fact price adjustments or after-the-fact coupon code adjustments.
If you want to use a coupon code on an order, you must use it at the initial check-out time.
Are you teaching workshops?
Yes. Workshops occur within the DMV, and tickets go on sale about two months before the workshop date. See the Class Registration tab for more information. If all tickets are sold out, please sign up for a spot on the waitlist in each listing by adding your email to the box to be notified when this product is back in stock.
Workshop tickets are non-refundable. However, they are transferable. You are welcome to sell or give your ticket to someone else if you cannot attend a workshop. In the case of illness, please reach out, and we will discuss possibilities.
Do you offer repairs? Also, how do I clean this bag?
We are happy to repair items made by Stitch & Rivet, LLC.
If the issue is a defect in craftsmanship or hardware, we will perform the repair for free up to one year from purchase.
If the issue is normal wear and tear or other accidental or intentional damage (stuff happens, dogs eat things, we get it). In that case, we are happy to discuss the best course of action to get your item back to useable condition; repairs of that nature are charged at a reasonable hourly fee, plus materials.
Important repair notes:
Overstuffing a bag to the point that a zipper fails is considered intentional damage, and the zippers often cannot be repaired. Please do not load your bag and force the zipper closed; it will shorten the lifespan of your bag and make everyone sad.
If the fabric or leather is worn to the point of missing (i.e., a rip is not on a seam), your item may not be repairable, but please reach out with a picture so we can tell you.
*Please note: we do not offer repairs, work on, or otherwise alter items we have not made.*
Do you take custom orders?
We do not accept custom orders, act as a manufacturer, or provide private label/white label designs for other brands.
We do not upholster furniture, nor do you want us to learn to become upholsterers of your beloved pieces.
What about wholesale?
We do not currently offer wholesale, consignment, or drop shipping of any S&R products. However, we may revisit this decision at a later date.
Privacy Policy
You can read our full privacy policy and get additional information here.
Intellectual Property Statement
All designs, photos, and intellectual property on this webpage belong to Stitch & Rivet, LLC, and are protected by copyright and trademark laws. Any violations of our protected copyright and trademarks will be pursued to the fullest extent of the law. However, violations are also profoundly uncool, and you should not “lift” designs from other makers because it will haunt your dreams.
Terms of Service- By using this website, you agree to all policies of Stitch & Rivet, LLC.
For more information and our privacy policies, please visit this page.
If we change our policies, we will update this page. Last Update: August, 2024