Refund policy

Due to the personalized nature of our products, all custom embroidery orders are final sale. We do not accept returns, exchanges, or refunds once an order has been placed.

Please review all details carefully before submitting your order, including spelling, sizes, colors, and design selections.

However, if your item arrives damaged, defective, or with an error caused by us (such as incorrect stitching or design), please contact us within [3–7 days] of delivery. We will gladly offer a replacement or fix the issue.

We are not responsible for errors submitted by the customer, including spelling mistakes or incorrect design choices.

Orders may not be canceled or changed once production has begun.


Damages and issues 

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you received the wrong item.

To report an issue, please email us within [3–7 days] of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

If the issue is due to an error on our part (such as incorrect design, stitching mistake, or damaged product), we will gladly replace the item at no additional cost.


Exceptions / non-returnable items

Due to the personalized nature of our products, certain items are not eligible for return or exchange.

Non-returnable items include:

  • Custom or personalized embroidery items

  • Items with names, initials, logos, or unique design requests

  • Sale or discounted items

  • Gift cards (if applicable)

These items are made specifically for each customer and cannot be restocked or resold.

Exceptions:
We will only replace items if they arrive:

  • Damaged

  • Defective

  • Incorrect due to our error

Please note:

  • We do not accept returns or offer refunds for customer-submitted errors, including misspellings, incorrect sizes, or design selections

  • Slight variations in embroidery (such as thread color, placement, or sizing) are normal and not considered defects

If you believe your item qualifies for an exception, please contact us within [3–7 days] of delivery with your order details and photos.


Exchanges:
Due to the custom and personalized nature of our embroidery products, we do not offer exchanges on any orders.

Each item is made specifically to your requested design, including names, sizes, colors, and other custom details. Because of this, we cannot restock or resell these items.

Please review all order details carefully before placing your order to ensure accuracy.

Exceptions:
We only offer replacements (not exchanges) if an item arrives damaged, defective, or incorrect due to an error on our part. In these cases, please contact us within [3–7 days] of delivery with your order number and photos of the issue.


European Union 14 day cooling off period
For customers located in the European Union, you normally have the right to cancel your order within 14 days of receiving your goods under the EU Consumer Rights Directive.

However, this right does not apply to custom or personalized items.

By placing an order with us for a custom embroidered product, you acknowledge and agree that your item is made to your specifications and is therefore exempt from the 14-day cancellation (cooling-off) period.

If your item arrives damaged, defective, or incorrect due to our error, please contact us within [3–7 days] of delivery, and we will arrange a replacement.


Refunds

Due to the personalized nature of our products, we do not offer refunds on any custom embroidery orders.

All items are made to your specific design, including names, sizes, colors, and other custom details. Please review your order carefully before submitting.

Refunds are only considered in the following cases:

  • The item arrives damaged

  • The item is defective

  • The item is incorrect due to an error on our part

If your order qualifies, we may offer a replacement or a refund, depending on the situation.

To request a refund or replacement, please contact us within [3–7 days] of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

Please note:

  • We do not provide refunds for customer errors (such as misspellings, incorrect sizes, or design choices)

  • Shipping costs are non-refundable

  • Refunds, if approved, will be issued to your original payment method