Refund policy

Last Updated: July 4, 2026

Because we specialize in premium, custom-digitized machine embroidery and limited-edition artist designs, our return policies vary based on the type of product purchased. Please review our terms below before placing your order.

1. Custom & Personalized Items (All Sales Final)

Every custom piece we create requires individual graphic preparation, custom software digitizing, and dedicated machine production time.

Final Sale Rule: All orders for custom, personalized, or made-to-order embroidered products are 100% final sale and cannot be returned, exchanged, or refunded for change of mind, buyer’s remorse, or incorrect sizing choice.

Customer Typos: We embroider the exact names, text strings, and layout directions provided by the customer at the time of purchase. We are not responsible for replacements or refunds due to customer spelling errors, typos, or low-resolution image uploads.

2. Ready-to-Ship / Artist Designs (Standard Returns)

For non-customized, ready-to-ship apparel and accessories created by our in-house artist, we offer a standard return window:

Return Window: You have 14 days from the date of delivery to request a return or exchange.

Condition: Items must be returned in their original condition—unworn, unwashed, unaltered, free of pet hair or fragrance, and with all original tags attached.

Return Shipping: Customers are responsible for the cost of return shipping labels unless the item arrived physically damaged or defective. Original shipping fees are non-refundable.

3. The 14-Day Inspection Window & Shop Errors

We take immense pride in our craftsmanship, but we are human! If we make a mistake on your order, we will fix it completely at our expense.

Inspection Window: You must inspect your package upon arrival and notify us of any structural defects, garment holes, thread nesting, or clear design errors within 14 days of delivery.

Our Resolution Promise: If the error is on our end (e.g., mechanical garment defect, wrong color thread used, or spelling deviation from your order notes), we will immediately source a brand-new replacement item, re-digitize/re-embroider it, and ship it to you at zero additional cost.

Bonus Goodwill Clause: Depending on the nature of the production error, our customer care team may instruct you to keep or donate the original "messed up" item rather than shipping it back to us, so you can enjoy it as a lounge piece or secondary bag alongside your corrected replacement.

4. Cancellation Policy

Custom Items: Once a custom order is placed, our artist begins the digital illustration and embroidery conversion process almost immediately. You may cancel a custom order for a full refund within 24 hours of purchase, provided digital configuration or machine production has not yet commenced. After 24 hours, custom orders cannot be canceled.

Ready-to-Ship Items: You may cancel any standard, non-customized order at any time before it leaves our facility. Once a tracking number has been generated and the item has shipped, the order must be processed as a standard return under Section 2.