Returns & Refunds
Because every order is custom embroidered with your business name, our policy is built around one simple idea: you see exactly what gets stitched before we stitch it, and we don't start for 48 hours. That protects you, and it makes the rules below fair and clear.
Your Mockup — Your Safety Net
Within 24 hours of your order we email you a digital mockup showing your lettering, fonts, thread colors, and sizes exactly as they will appear. Please check every letter carefully — spelling, punctuation, capitalization.
We start stitching within 48 hours of your order, which leaves you a full day with the mockup in hand to tell us if anything needs changing. Changes are free and unlimited in that time. You do not need to reply to approve it — if we don't hear from you, we stitch exactly what the mockup shows.
If We Make a Mistake
If your finished order doesn't match the mockup we sent you — wrong spelling, wrong font, wrong thread color, wrong size — or arrives with a stitching or fabric defect, email us within 7 days of delivery with photos of the affected pieces.
Because embroidered pieces carry your business name, they can't be restocked or resold once they leave us. So these are handled the same way as any return of custom goods: the affected pieces come back to us, and we issue a partial refund. We tell you the exact amount before you ship anything, so you can decide with the number in front of you. Return postage is yours, and the original shipping isn't refunded.
We would usually rather fix it than refund it. If you'd prefer a remake of the affected pieces instead of money back, say so when you write in and we'll quote that for you.
If There's a Typo in the Mockup
If the error was already in the mockup we sent and it wasn't raised before we started stitching, we unfortunately can't offer a free remake — the piece was made exactly to the design shown. That said, we understand mistakes happen, so reach out and we will offer a discounted remake of the affected pieces. We would rather have you in gear you love.
Damaged in Transit
If your package arrives damaged, contact us within 48 hours of delivery with photos of the packaging and items, and we will ship replacements.
Cancellations
You may cancel for a full refund any time within 48 hours of your order, before stitching begins. Once production begins, orders can no longer be cancelled, since the pieces are stitched specifically for you.
Changed Your Mind After It Arrives?
Custom embroidered pieces carry your business name, so they can't be restocked or resold, and we aren't able to refund one in full for a change of mind. We will still take them back. Email us within 14 days of delivery and we'll arrange a return for a partial refund. We tell you the exact amount before you send anything back, so you can decide with the number in front of you.
Pieces must come back unused, unwashed, and in the condition they arrived. Return postage is yours, and the original shipping isn't refunded. The same applies if the fault is ours — see If We Make a Mistake above.
Questions about your order? Contact us — we respond personally.