Refund policy

Returns & Refunds

Custom & Personalised Items

All Broidery products are made to order with your personalised embroidery design. Because each item is custom-produced specifically for you, personalised items are non-refundable and cannot be returned unless they arrive faulty or materially different from what you ordered. This is in accordance with the Consumer Contracts Regulations 2013 (UK), which excludes personalised goods from the standard 14-day right to cancel.

Faulty or Incorrect Items

If your item arrives damaged, defective, or with an error that was not present in your submitted design, we will:

• Replace the item at no additional cost, or
• Issue a full refund including any delivery charges paid

Please contact us within 14 days of delivery with your order number and photos of the fault.

Design Errors

Please review your design carefully in the preview before adding to cart. We reproduce your design exactly as submitted and cannot offer refunds for spelling mistakes or incorrect colour selections made by the customer.