Service Policy

Last updated: January 15, 2025

1. Service Overview

At Stitchelle, we are committed to providing exceptional service for all your embroidery and knitting needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

  • Email: ask@stitchelle.com
  • Phone: +1 (514) 733-8470
  • Address: 5836 Rue Boyer, Montréal, QC H2S 2H9, Canada

2.2 Support Hours

Our customer support team is available:

  • Monday to Friday: 9:00 AM - 6:00 PM EST
  • Saturday: 10:00 AM - 4:00 PM EST
  • Sunday: Closed

3. Craft Supply Services

3.1 Available Services

  • Pattern customization
  • Kit assembly and modification
  • Thread and yarn color matching
  • Tool maintenance and repair
  • Pattern translation
  • Instruction booklet replacement

3.2 Service Timeframes

Standard service times:

  • Assessment: 1-2 business days
  • Minor modifications: 2-3 business days
  • Custom kit assembly: 5-7 business days
  • Pattern translation: 7-10 business days

4. Warranty Services

4.1 Standard Warranty

All products purchased from Stitchelle include:

  • 30-day satisfaction guarantee
  • 90-day warranty against manufacturing defects
  • Free replacement of missing components (reported within 7 days of purchase)

4.2 Extended Warranty

Optional extended warranty services include:

  • 12-month extended protection
  • Priority service
  • Free replacement of lost components
  • Discount on custom modifications

5. Custom Services

5.1 Customization Options

  • Custom pattern creation
  • Kit personalization
  • Color scheme adaptation
  • Difficulty level modification
  • Specialized tool selection

5.2 Educational Services

  • Technique workshops
  • Pattern reading sessions
  • Craft circles
  • Skill development classes

6. Service Pricing

6.1 Assessment Fees

  • Basic assessment: Free
  • Detailed consultation: $25
  • Expert pattern review: $45

6.2 Service Costs

  • Minor modifications: $20-35
  • Major customizations: $45-120
  • Custom pattern creation: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

  • Professional assessment of all materials
  • Quality testing of patterns and instructions
  • Detailed documentation of modifications
  • Satisfaction guarantee on all services
  • Follow-up support

8. Service Requests

8.1 How to Request Service

  1. Contact our support team
  2. Describe your service needs
  3. Receive initial assessment
  4. Schedule consultation if needed
  5. Approve service quote

8.2 Required Information

  • Product name and manufacturer
  • Purchase date and location
  • Detailed description of requirements
  • Photos of current materials
  • Preferred timeline

9. Service Guarantees

We stand behind our services with:

  • 30-day warranty on modifications
  • Satisfaction guarantee
  • Price match on comparable services
  • Professional craftsmanship
  • Premium materials

10. Updates to Service Policy

Stitchelle reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.