Returns & refunds

30-day returns on ready-made items

Ready-made packs can be returned within 30 days of delivery. To qualify, the patches must be unused, unwashed and in their original packaging.

Return shipping is paid by you, unless the item was faulty or we sent the wrong thing. We recommend a tracked service — we cannot refund a return that never reaches us.

Once we receive the return, we refund the price you paid for the items. Original shipping costs are refunded only when the whole order is returned and the return is our fault.

Custom orders

That said, you are fully covered in these situations:

• The stitching does not match the proof you approved — wrong shape, wrong colours, wrong lettering, or a missing element. Send us a photo and we remake the order or refund it in full.
• The patches arrived damaged or defective — covered under the section below.
• We made a production error we cannot fix — for example a backing type you did not order.

Minor differences that are normal in embroidery and not grounds for a remake are listed in our production tolerances.

If we have not yet started production, you can cancel a custom order at any time before you approve the proof, and we refund you in full.

Your right to change your mind (EU & UK)

If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from a distance contract within 14 days of receiving your goods.

Two things are worth knowing:

• Personalised and customised goods are excluded from the right of withdrawal. Custom patches made to your artwork fall into this category, so the 14-day right does not apply to them.
• For ready-made packs, we go further than the law requires: our 30-day window replaces the 14-day one, so you have 16 extra days.

To withdraw, just tell us you are cancelling — a WhatsApp message or an email is enough. No form, no reason needed.

How to start a return

1. Message us on WhatsApp or email, with your order number and a short description of the problem.
2. A photo helps enormously — especially for damage, colour and quality issues. It usually lets us approve the return in one message.
3. We reply within 1 business day with a return address and instructions.
4. Send the items back within 14 days of us approving the return.

When you will get your money back

Step	Time
We receive and inspect the return	1–3 business days
We issue the refund	Within 5 business days of approval
Money appears on your statement	5–10 business days, depending on your bank

Refunds go back to the original payment method through PayPal. We cannot refund to a different card, account or person.

Damaged, faulty or wrong items

If your order arrives damaged, defective, or is not what you ordered, you do not need to return it. Instead:

• Send us a photo within 7 days of delivery.
• We confirm and replace the item at our cost, or refund it in full — your choice.
• We cover any shipping involved. You pay nothing.

Please open your parcel within a week of it arriving. Damage claims raised months later cannot be verified with the carrier, so we cannot process them.