Refund policy

1. Overview We want you to be happy with your order. This Returns & Refunds Policy explains what you can do if there’s a problem with your item, and when refunds or replacements apply. This policy applies to purchases made from Crystal Custom Embroidery. Contact: crystal.embroidery@icloud.com

2. Reporting a problem (48-hour window) Please inspect your order as soon as it arrives. If your order is damaged, faulty, incorrect, or missing items, you must notify us within 48 hours of delivery. Email crystal.embroidery@icloud.com with:

your order number clear photos of the item(s) and packaging (if damaged) a brief description of the issue

Requests made after 48 hours may be declined, especially where this prevents us from investigating or making a courier/manufacturer claim.

3. Personalised / made-to-order items (important) Because personalised and made-to-order products are produced specifically for you, we do not accept returns or offer refunds for:

changes of mind, incorrect size/colour selection

spelling/name details you approved or submitted

"it’s not what I expected” (where the item matches the listing/preview)

However, your statutory rights are not affected. If a personalised item is faulty, damaged, or not as described, we will put it right (see Section 6).

4. Standard (non-personalised) items – change of mind returns If you ordered a non-personalised item and changed your mind, you may request a return provided that:

you notify us within 14 days of delivery

the item is unused, unworn, unwashed and in a resaleable condition

all original packaging/tags (where applicable) are included

Return postage costs are the customer’s responsibility unless the item is faulty/incorrect. To request a return, email crystal.embroidery@icloud.com.

5. What can’t be returned (unless faulty) We do not accept returns for: personalised / made-to-order items (except where faulty/incorrect) Items that have been worn, washed, altered, or damaged after delivery items returned without prior contact/authorisation (we may refuse delivery)

6. Faulty, damaged, or incorrect items (our resolution) If your item is confirmed as faulty, damaged, or incorrect, we will offer one of the following (depending on what’s most appropriate):

replacement (like-for-like where possible)

repair (where suitable)

partial refund (if agreed)

full refund (if replacement is not available or reasonable)

We may ask you to return the item before issuing a refund/replacement. Where the issue is our fault, we will cover reasonable return costs or provide a returns label.

7. Refunds (how and when) If a refund is approved:

refunds are issued to the original payment method

once we receive and inspect the returned item (if a return is required), we will process the refund as soon as reasonably possible

shipping charges are non-refundable for change-of-mind returns (unless required by law)

8. Returns process (step-by-step)

Email crystal.embroidery@icloud.com with your order number and reason for return.

We will confirm whether your return is eligible and provide return instructions.

Package the item securely (include any original packaging where possible).

Send it back using a tracked service (recommended).

Once received and inspected, we’ll confirm the outcome (refund/replacement).

9. Exchanges We don’t guarantee direct exchanges. The quickest option is usually:

return the eligible item (non-personalised only), then

place a new order for the correct size/colour

If you’re unsure on sizing before ordering, message us first.

10. Contact us If you need help with a return or refund, contact: Crystal Custom Embroidery Email: crystal.embroidery@icloud.com