What is Stitch Fix & How Does it Work? FAQs

General Information

What is Stitch Fix?

Stitch Fix is an online styling service that delivers a truly personalised shopping experience. Fill out your Style Profile and a Personal Stylist will hand-pick pieces to fit your tastes, needs and budget and post them right to you. Try on your items at home, then simply keep what you love and send back the rest in the prepaid returns envelope. Delivery and returns are always free.

How does it work?

1. Fill out the Style Profile

Your Style Profile helps your Stylist understand the sizes and styles you love, as well as your ideal price range. Completing your profile takes about 10-15 minutes.

2. Pick the date you’d like to receive your delivery

Confirm your preferred delivery date. When your Stylist begins to select your items, you’ll pay a £10 styling charge. That £10 will be deducted from the cost of anything you purchase from your Fix.

3. Try everything on from the comfort of home

We encourage you to try on everything in the box – you never know what you might like. Pair items from your Fix with clothing and accessories you already own to discover what looks good together before you decide to buy.

4. Buy what you like and return the rest

  • Take up to three days to decide what you want to buy and what to send back. You’ll only be charged for the items you choose to keep when you check out online or through the free Stitch Fix app.
  • Check out by signing into your account and indicate which items you’re keeping and returning. We will then charge you for any items you’ve decided to keep. The £10 styling charge will be deducted from the cost of anything you keep from that Fix. If you buy everything, you’ll save 20% on the entire box!
  • Easily return the items you don't want in the prepaid envelope and drop it at your local  Hermes Parcel Shop, DPD Pickup Shop or Post Office, as indicated on your postage label.

5. Tell us what you think

Remember to give us feedback on the items you received. Telling us what you liked, didn’t like and why helps your Stylist know what to send in future Fix deliveries.

If you’ve set up regular deliveries, we'll automatically book a date for your next Fix. You can always choose a different date or pause your regularly scheduled deliveries. Stitch Fix does not require a membership charge or a monthly subscription.

Learn more about how Stitch Fix works.

How is Stitch Fix different from shopping online, or in a shop?

The Stitch Fix experience is not merely curated, it’s truly personalised to your taste, budget and lifestyle. Stylists handpick items just for you.

We offer styling for both Women and Men.

Stitch Fix makes shopping not just convenient, but effortless. Like other online retailers, Stitch Fix saves you a trip to the shops by shipping items directly to you. Our Personal Stylists also save you the time and trouble of selecting clothing that suits you. Many of our clients enjoy the ease and convenience of automatically scheduled deliveries that arrive at a frequency of their choosing.

At Stitch Fix, the dressing room is your home. We encourage you to try everything on from the comfort of your home and see how the items work with what’s already in your wardrobe.

Sending items back is easy. Simply place the pieces you don’t want to keep into the prepaid mailing envelope and send back by either Hermes, DPD or Royal Mail at no charge.

How much does it cost?

We carry a variety of prices so we can personalise items to your budget. Our Women’s and Men’s items range from styles at an average of £40 to styles at an average of £160. When you fill out the Style Profile, you tell us how much you're comfortable paying. Your Stylist will do their best to send you items within your set range. If you choose to buy everything in your delivery, you’ll get a 20% discount off of your entire purchase! Learn more about our pricing here.

What types of items can I expect?

Because our clients’ tastes are varied, we carry a wide range of items. We’re growing and evolving quickly and you can expect to see us add more and more new categories and brands.

What ages can you style?

Stitch Fix is designed for adults of all ages. We carry a wide range of inventory that allows us to choose pieces that’ll be perfect for your personal style—regardless of your age. However, you must be at least 18 to order a delivery.

What sizes can you style?

We currently carry women’s sizes 6-18, and men’s sizes S-XXL, waist 28-38 and inside leg 30-34. We’re always working to increase our range of sizes so that we can deliver great selections to more clients.

Where do you ship?

We currently ship within the United Kingdom, not including the 14 British Overseas Territories. Our American service ships to all 50 states and all U.S. territories. Orders must be delivered within the country where the account is based. For example, a U.K. order cannot be delivered to an American address.

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Style Profile

How do I find my size?

Please use the size charts provided here to find your size. Because we constantly validate sizing to ensure consistency among the many brands we carry, we may choose to send you a different size than what you've included in your Style Profile. Don’t worry about the size on the label, we're just making sure we're sending you items that will fit you the best!

Can I request specific pieces

You can leave a Fix Note for your Stylist whenever you schedule a delivery. You can view, edit or add to your Fix Note directly on your home page or in the iPhone app. We recommend giving your Stylist an idea of what types of pieces you’re looking for rather than exact pieces so that she can choose new items you’ll love. For example, instead of a specific shirt, please let her know you’d love a printed button-up shirt for work and then she can choose the best piece for you from our current inventory. If you request a specific piece, we’ll do our best to find it for you, but sometimes these items are out of stock.

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Billing 

When will my credit card be charged?

For each scheduled delivery, a £10 styling charge will be charged right before your Stylist begins styling for you. That styling charge will be credited toward anything you purchase in that delivery. After your order arrives, you'll log into your account to purchase the items you’d like to keep. See Returns for more on the checkout period.

Does the styling charge roll over if I decide not to keep anything?

Your styling charge can only be applied to a purchase from your current order. It doesn’t roll over to your next delivery, isn’t refunded, and can’t be transferred to another person. This applies whether you return all of your items or purchase an item that’s less than the cost of the fee. Our number one priority is to personalise your order so that you find at least one item you love and can put your styling charge to good use. If you decide not to keep anything this time around, make sure to leave feedback for each item so we can improve our picks for you in future deliveries.

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Scheduling

How do automatic deliveries work?

Although not required, choosing automatic deliveries is an easy way to set up Fix deliveries to come on a regular schedule. Women’s and Men’s automatic delivery options are: every 2-3 weeks, every month, every other month, or every three months. Your home page will show you when your next delivery is arriving and it’s easy to reschedule or cancel. If you’d rather not receive automatic deliveries, you can schedule a Fix delivery manually anytime you choose to from your home page. For information about how payment works for automatic deliveries, see our Billing FAQs.

Do I have to sign up for automatic deliveries?

Not unless you want to! We think regularly scheduled deliveries are a truly effortless way to keep your style fresh. You can elect to receive deliveries at a frequency that’s right for you—every 2-3 weeks, every month, every other month or every three months. We want you to choose the solution that works best with your schedule and lifestyle, whether that means orders arrive automatically or you place an order manually each time. Stitch Fix doesn’t require a membership fee or a monthly subscription.

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Returns 

How do I send back items during the try-on period?

Sending back items during the try-on period is always free. You’ll find a prepaid return envelope in the parcel with your order.  Place your items in this bag and return by either DPD, Hermes or Royal Mail as indicated on the postage label.

How long do I have to decide what I want to keep?

You'll have 3 days after your order is delivered to try on your items and decide what you’d like to keep. Once you’ve made your decisions, be sure to check out online or via the iPhone app and then place any items that you wish to send back into the included prepaid envelope and return them to us. If your items are late, we’ll send an email to remind you. If you don't check out within the allotted time frame, we’ll assume you loved everything and your saved payment method will be charged.

What if I need more time to decide?

If you’re unable to send back your items within 3 days, you can extend for a few more days by following these steps.

Extending via web browser:

  • Open your home page.
  • Click ‘Extend checkout date’.
  • Select an available date that works for you.

Extending via iPhone app:

  • Select the send back date on your home screen.
  • Select your extension option.Yes

If you have already checked out, you won’t see the option to extend your try-on window. In this instance, please contact us and we’ll be happy to assist you.

What if I change my mind after I’ve checked out or been charged?

If you want to return an item due to a quality issue, please see our damages guidelines. If you kept items but later decided you don’t want them, you may return unworn pieces for a full refund within 30 days of the date you checked out. Contact us for a prepaid returns label. Please make sure any returned item is in its original condition with all original packaging and labels. This includes any branded bags for footwear and boxes for jewellery. We’ll refund the price you paid for your item back to your original payment method. If you paid for all or part of a delivery with Stitch Fix credit, any amount charged to your saved payment method will be refunded first, and the remaining amount will return to your credit balance.

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