We hope you and your loved ones are OK, staying safe and taking care of one another in these uncertain times. Our hearts are with everyone around the world who has been affected by the COVID-19 outbreak and we are incredibly grateful to all who are working hard to keep our communities healthy and safe.
Hopefully the below may answer some of the questions you may have, however for any other queries, please feel free to .
I can’t get to a post office right now - what should I do about my returns?
We’ve temporarily extended our try-on window to six weeks, fully recognising the importance of everyone staying at home right now. Once you’ve received your Fix, please take your time trying your items on, decide what you’d like to keep, and checkout informing us which items you plan to buy or send back. You won’t be charged for the items you’d like to send back for six weeks. If you feel you need longer than that to send the item(s) back to us, please .
My usual Click & Collect store is closed, how would I receive a Fix and return items I don’t wish to keep?
We appreciate many Click & Collect locations are temporarily closed. However, you still have options. For deliveries, please ensure you have opted for home delivery in your Stitch Fix account settings, selecting either Royal Mail or Hermes. Here you can also change your delivery address, so any future Fix deliveries can be sent to where you will be.
For returns, you may book a free Hermes courier pick-up to come and collect the parcel from your home, or alternatively returns can be sent back from a local Post Office.
I have a Fix that went to an address I do not have access to right now.
We completely understand that due to office, school and other closures, you may not be able to get to your Fix delivery. Please to let us know that your Fix is in a location you can’t get to. We’ll make sure you don’t get charged for the items, and we can also help with arranging for another Fix to be sent to an alternative address.
Why haven’t I received a delivery confirmation? My order is late.
Due to the impact of Government guidance, and increased health and safety measures we’ve implemented at our distribution centres to protect employees, in some cases, Fix orders are being sent out a little later than usual. That said, we are actively working to fulfil orders, to get your Fix to your doorstep as soon as possible. We appreciate your patience if you experience any delays at this time.
I want to take a break from Fixes until everything settles down.
We completely understand. You can adjust your Fix frequency here. If you’d like help managing your account, .
I think I am sick and am worried about my returns.
Your health and safety is the most important thing at this time. If you’re not feeling well, your returns shouldn’t be another thing to worry about. Please hold onto your returns for up to 6 weeks, or until you’re able to safely recover.
Will my stylist still be available to style my Fix?
Our stylists are continuing to style clients from their homes. More than ever, we want to bring joy to your lives, and are eager to deliver your Fix.