FREQUENTLY ASKED QUESTIONS
No matter your query, at StitchMob we care about making sure you find the answers quickly and easily. Take a look at our handy FAQs below. If you don’t find what you need, contact us today.
Product & Sizing
Orders & Payment
Shipping & Delivery
Returns & Refund
- How many designs can I submit?
- I submitted a design but I cannot see it! Have you lost it?
- I’m not located in a country you ship to. Can I still submit a design?
- Can you help me troubleshoot the design tool?
- Can you help me with production if I don’t want to go through the crowdfunding process?
- How is payment made?
- When do I get paid?
Product & Sizing
Who designs StitchMob clothing?
You do! As the creative marketplace for artist-designed clothing, all StitchMob designs are originated from a global network of designers that form our community (affectionately known as, "The Mob").
What goes into making StitchMob apparel?
We consider the art of our designers to be precious cargo, so we go to great lengths to represent it well.
Our ethos when designing our clothing templates are two-fold: It has to look good, and it has to feel good
Looking good means that we employ modern cuts and pay close attention to the little details so you'll be proud to flaunt your latest StitchMob piece. As for feeling good, that means we use only premium fabrics that are soft to touch and just the comfiest things, so you'll love it whether you're prancing around at a picnic or sashaying through Saturday night.
I’m not sure what size I need?
Check out our handy sizing guide for the perfect fit.
Orders & Payment
When is my order coming?
We craft every product to order. As such, it takes approximately 4 weeks from purchase of your individual customisation, or from the end of a designer campaign, to receive your order. We will keep you informed at every step of the way.
How do I cancel or change my order from a design campaign?
We will happily refund or amend your order before the end of a campaign.
Unfortunately, as our designers rely on us, we are unable to make changes to your order once a campaign has ended
Please contact our Mob Support team at email@example.com and we will move heaven and earth to assist you within 48 hours.
How do I cancel or change my order of an individually customised product?
Your product goes into production within 2 days of placing your order. Please contact our Mob Support team at firstname.lastname@example.org and we will somersault over cattle to help you.Unfortunately, once production has begun, we cannot accept any changes
Oh no! I put the wrong information in, can I change it?
Not a problem, we all do it. We can easily change or cancel any order that hasn’t processed for shipping.
If it has been processed for shipping, we will put you in contact with our carriers who will be delighted to help straighten things out. Please contact the Mob Support team at email@example.com.
Where is my order status shown?
We want to keep you in the loop, so you will receive e-mails from us through every stage in the process of your order. If you like, you may also view the status of your order at any time in the My Orders tab of your account.
Is my payment secure?
We use Stripe exclusively for payment. They are industry leaders in protecting secure financial information.
StitchMob does not store any of your credit card information, and always operates in accordance with strict regulations and procedures.
Shipping & Delivery
Where do you ship to and how long does it take?
Please refer to our handy shipping table below for a list of countries we ship to and shipping times. We will be expanding this list and adding Express options soon too!
|Destination||Shipping Cost||Shipping Time|
|Hong Kong||$5.90||2-4 days|
|S. Korea||$7.90||7-10 days|
|New Zealand||$9.90||5-12 days|
Where is my shipment?
Once marked as shipped, we'll send you tracking information so you can keep an eye on it.
Returns & Refunds
I’m not happy with my item! What can I do?
No problem, we are here to help. If you have any issues with your product, please send pictures to firstname.lastname@example.org within 30 days of receiving your order. In the event a replacement is not available, we will issue you a full refund.
I want a refund. Who do I contact?
Your happiness is the most important thing to us. To request a full refund please contact email@example.com within 30 days of receiving your order. Thanks for giving us the chance to put things right.
When will I get my refund?
We will process your refund via the same means you made payment, within 24 hours of approving your request. It may take 7-10 days to appear back in your account due to your bank's processing times.
Please contact us at any time for an update. We want to keep you in the loop.
How many designs can I submit?
As many as you want! The Mob has no limits on creativity.
I submitted a design but I cannot see it! Have you lost it?
I’m not located in a country you ship to. Can I still submit a design?
Please do! You will have to find fans based in countries we ship to, but if you’re up for the challenge we would love to have you onboard!
Can you help me troubleshoot the design tool?
Definitely. We need to keep that creative spark burning! E-mail Ruth, our resident Champion of Designers, on firstname.lastname@example.org and she will personally guide you through.
Can you help me with production if I don’t want to go through the crowdfunding process?
Yes, we can! We have set up StitchMob Launchpad to provide our suite of production support to everyone. Please visit StitchMob Launchpad for more information.
How is payment made?
Payment is made via Paypal. Please ensure that you have filled in this information in the Billing Agreements section of your account. Please note that all payments to sellers via Paypal incur a processing fee from Paypal.
When do I get paid?
You can get your campaign’s profits 48-72 hours after your successful campaign ends. We know, simple right!