Refund policy

Embroida Return & Refund Policy

At Embroida, we take great care in creating personalised and embroidered products, and we want you to love your purchase. Since most of our items are custom-made, we have specific return guidelines to ensure fairness and quality.

Personalised & Custom Items

Due to the nature of our products, we cannot accept returns, exchanges, or refunds on personalised or custom embroidery items unless they are faulty or incorrect due to an error on our part. Please double-check your order details (including names, spelling, colours, and sizes) before finalising your purchase. If there is an error on our part, we ask that you return your item to us so that we can inspect the error before a decision is made.

Returns & Exchanges (Non-Personalised Items)

We have a 30-day return policy for non-personalised, unused, and unworn items in their original packaging with tags attached. To start a return, please contact mandi@embroida.com.au with your order details.

If your return is approved, we’ll provide instructions on where to send your item. Customers are responsible for return shipping costs unless the item is faulty.

We do not accept returns on:

  • Personalised or custom-embroidered items

  • Sale items or gift cards

have specific return guidelines to ensure fairness and quality.

Line Drawing Embroidery Artwork Policy

For all Line Drawing Embroidery orders, artwork is created based on the photo you provide. Please note the following:

  • If artwork has been completed and you decide not to proceed with your order, a refund can be issued minus a $25 artwork fee. This covers the time spent creating your custom line drawing.

  • If you would like to try a different photo, a new $25 artwork fee will apply for each additional photo.

  • Each additional artwork request (beyond the original) will incur a $25 fee per photo.

Damaged or Incorrect Orders

We carefully inspect all items before shipping, but if your order arrives damaged or incorrect, please contact us within 7 days of delivery with photos of the issue. If approved, we’ll arrange a replacement or refund.

Refunds

Once we receive and inspect your return, we will notify you about your refund status. If approved, refunds will be processed within 10 business days back to your original payment method. If you haven’t received your refund after 15 business days, please contact us.

Contact Us

For any return-related questions, email us at mandi@embroida.com.au.