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.
Is there a membership fee?
There’s no charge for having a Stitch Fix account. You’re only charged when we style an order for you. See ‘When will my credit card be charged?’ above.
Why was I charged £10?
We charge a £10 styling charge before every Fix delivery ships. This £10 charge is applied toward your final order, so it’s completely deducted from your total at checkout if you purchase one or more items. For instance, if you decide to keep £40 in merchandise, we only charge you £30 during checkout since £10 was covered by your styling charge. And if you buy all five items in your parcel, you can save 20% at checkout.
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 styling charge. 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.
Where did my credit go?
When we begin styling your order, we charge a £10 styling charge. If you have Stitch Fix credit, it will automatically be used toward the styling charge instead of getting charged on your card. On your Account page, you'll see that £10 of your available credit has been applied toward your styling charge. Any remaining credit will go directly toward anything you keep. Don’t worry–the £10 styling charge will still be deducted from any items you purchase in your delivery. You can check your live credit balance on your Account page.
How do I update my billing information?
You can update your billing information anytime from your Account page. You can only save one payment method on your account at a time. If you experience any errors saving your information, please try accessing the site from a different web browser or device.
What should I do if I get an error when adding my card?
If you get an error when trying to add or update a payment card, it’s possibly due to an authentication failure. Stitch Fix uses Strong Customer Authentication to validate payments, as required by the EU Payment Services Directive and UK law. As a first step, please reach out to your bank to configure your card to allow transactions from Stitch Fix.
Please also note that we’re not able to accept prepaid cards such as third party gift cards and some types of cash cards issued by employers or government programmes.
If you received an error when trying to check out for your order, please see Checking out for your order.
Why was I charged £1?
If you see a £1 charge on your bank or credit card statement, it will be removed within 24 hours to a week. It’s an authorisation hold only, used to validate the card, and isn’t actually withdrawn from your account.
Do you take personal cheques? MasterCard? AmEx?
We accept all major credit cards that are connected to a U.K. billing address. We do not accept personal cheques, cash or PayPal. We also aren’t able to process third-party gift vouchers such as those purchased through Visa, MasterCard, American Express or other credit card companies.
What if I see an item in my Stitch Fix parcel elsewhere for a lower price?
We do our best to ensure that our pricing is competitive. If you find an identical product at another online retailer, we’ll match the lower price for you and future clients receiving the product if:
- The lower-priced item is found within 7 days of delivery
- The items are identical
- The item is not included in a retailer’s exclusive conditional/promotional sale
If these criteria apply to a piece you received, please contact us with the details of your item as well as a link to the lower-priced item so our buying team can confirm.
What if there is a problem with my billing? Will you notify me?
Yes! If we're ever unable to charge the card you've provided, we'll alert you by email so you can look into the issue and update your billing information if needed. If you ever log into your account and see a ‘Payment is owed’ error, please contact us right away so we can help settle your account.
Does Stitch Fix collect VAT?
Yes, all our listed prices are VAT-inclusive.