Refund and Returns Policy

Refund and Returns Policy

Last updated: November 2026

30-Day Returns

We accept returns of unused, unopened products within 30 days of delivery. Kits must be returned in their original packaging with all materials included.

Damaged or Incorrect Items

If your order arrives damaged, incomplete, or not as described, contact us within 30 days of delivery with photos and we will arrange a replacement or a full refund at our expense.

Custom and Made-to-Order Items

Custom embroidery pieces, personalised samplers and personalised products are made specifically for you. As such, they are only eligible for return if they arrive damaged or faulty.

How to Return

Email [email protected] with your order number and the reason for your return. We will reply within 2 business days with return instructions. Return shipping costs are the responsibility of the customer unless the item is faulty.

Refund Timing

Once we receive and inspect your return, refunds are issued to the original payment method within 5-10 business days. Your bank or payment provider may take a few additional days to post the credit.

Order Cancellations

We can cancel your order at no cost if it has not yet been shipped. If the order has already been shipped, please follow the standard return process.