How long from the time I place my order until it ships?
Shipping & Production Time- All Stitch & Rivet products are made by hand when you order them. Most orders will ship within 7 days of order date, however orders may take as long as 14 business days to ship. If you require a product by a certain date, please email to check availability. << This is important, please read.
What about returns and exchanges?
Product Returns and exchanges- are available for retail orders within 3 days of delivery. Buyer is responsible for all associated shipping costs associated with a return or exchange. Returned products must be delivered back to S&R within 15 days of original shipment, no exceptions. The shipping address for our studio is: Stitch & Rivet, 716 Monroe St NE, Studio #24, Washington, DC 20017. Due to the handmade nature of our product we do not offer returns or exchanges on products that have been used. If a product is not in perfect un-used condition, it will not be accepted for return, and will be shipped back to the customer at their cost. Please be sure to include a note with your name in the package. There are no exchanges or refunds on customized, personalized, seconds sale, flash sale, or discounted items. Shipping costs will only be refunded when Stitch & Rivet, LLC has made an error. Stitch & Rivet ships via USPS. Once USPS tracking shows an item as delivered at the address, we no longer accept responsibility for the shipment. In the unlikely event your product arrives damaged in shipment, Stitch & Rivet must be contacted via email within 3 days of delivery. Please include photos of damage in the email as an attachment.
DO YOU ever HAVE SALES?
At Stitch & Rivet we have periodic sales events and coupon codes included in our newsletters. To stay informed about sales and promotions please sign-up for our newsletter or follow along on social media. We do not offer after-the-fact price adjustments on items that have gone on sale, or after-the-fact coupon code adjustments. If you would like to use a coupon code on an order, you must use it at the initial time of check-out.
HOW ABOUT WORKSHOPS?
No tickets will be sold at class or workshop events, you must register in advance. Due to limited space for each workshop, there are absolutely no refunds or rescheduling of workshops or classes except in the case of weather events such as large amounts of snow, significant hail or ice storms impacting Washington, DC 20017. In the case of bad weather cancelation all class participants will be notified 24 hours in advance and a prompt refund or credit for a future workshop or class will be offered. Due to safety and liability concerns students who appear intoxicated will not be allowed to participate in classes or workshops and will not be given a refund. All students are required to sign a waiver of liability at the beginning of class. Please email stitchandrivet at gmail for more information about students under 18 participating in workshops.
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, we get it) 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. We are pleased to stock Otter Wax brand waxed canvas and leather care products in our workshop and we suggest their products for cleaning and re-waxing Stitch & Rivet bags. Please note: we do not offer repairs on items we have not made.
Canvas Care: In order to maintain the wax finish we suggest you spot clean with water and a very mild soap only when absolutely necessary, or just wipe clean with water and air dry. Do not put waxed canvas items in a washing machine or dryer. If re-waxing is required supplies can be purchased from Stitch & Rivet.
Leather Care: In order to maintain your leather pieces you should wipe clean any dirt spots with a damp cloth and allow to air dry, if desired, use a small amount of neatsfoot oil or high-quality leather conditioner such as Otter Wax Leather Salve on a soft cloth to gently rub over the entire item. Do not apply any solvent based cleaner as it can cause irreparable damage to leather. Always test a product in an inconspicuous spot before use.
For specific cleaning issues or concerns (like: I spilled a yogurt in this bag, what do I do now?) please email Stitch & Rivet.
Do you take custom orders?
We do not accept custom orders, or act as a manufacturer for other brands.
What about Wholesale?
We strive to ship wholesale orders within 3 weeks of order date. This is not always possible, due to materials availability and production time. If you are interested in setting up a wholesale account, please email us with a little information about your shop and we will be in touch with you with a password and wholesale information. Stitch & Rivet is not accepting consignment or drop-ship accounts at this time. Wholesale purchases are final sale, if you wish to see samples before placing an order, please contact us for more information.
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