Terms of service

Crystal Custom Embroidery (“we”, “us”, “our”) Contact: crystal.embroidery@icloud.com Last updated: 1 January 2026

By using our website and/or placing an order, you agree to these Terms & Conditions.

1. About us Crystal Custom Embroidery is an online retailer of leavers hoodies and related apparel, including personalised and made-to-order items.

2. Orders When you place an order, you will receive an order confirmation email. This is not acceptance of your order. Your order is accepted when it has been processed/confirmed for dispatch. We may refuse or cancel an order if we suspect fraud, errors in pricing, or production/stock issues.

3. Products (including personalised items) Images are for illustration. Colours may vary due to screen settings. Personalised / made-to-order items include any product made specifically for you (e.g., names, year, custom design, custom text or bespoke layouts). If we provide a proof/mock-up for approval, it is your responsibility to confirm spelling, names and layout are correct before production.

4. Pricing & payment All prices are shown in GBP (£) unless stated otherwise. Payments are processed through Shopify Payments and any other methods shown at checkout. If payment is reversed or declined, we may cancel the order.

5. Shipping (UK Mainland only) We ship to UK Mainland addresses only. We do not currently ship to: Northern Ireland, Isle of Man, Channel Islands, Scottish Highlands & Islands, or any international locations (unless stated otherwise on the Site). Delivery options, costs and estimated timescales are shown at checkout. We may use third-party couriers (e.g., DPD) to deliver your order. Please ensure your delivery address is correct. If an order is returned due to an incorrect/incomplete address or failed delivery, you may be responsible for additional delivery charges.

6. Production times (made-to-order) Many items are produced to order. Any production/dispatch dates shown are estimates and not guaranteed.

7. Report delivery problems within 48 hours If your delivery arrives with an issue (e.g., damage, missing items, or incorrect item received), you must contact us within 48 hours of delivery at crystal.embroidery@icloud.com with:

your order number, and clear photos of the item(s) and packaging (where relevant).

This helps us investigate quickly with couriers/production. This does not affect your statutory rights for faulty goods under UK law.

8. Cancellations (before dispatch) If your order has not entered production/processing, we may be able to cancel it. Personalised / made-to-order items may not be cancellable once production has started. Stopping production by mutual agreement (made-to-order / personalised orders): If, after production has started, you and we agree in writing to pause or stop production (“Production Halt”), you agree to pay our reasonable costs incurred up to the point of the Production Halt, including (where applicable):

the cost of any garments already printed/embroidered/finished; and

the cost of any order-specific prints/transfers/embellishments already produced or committed for your order (including set-up and production costs) where those items cannot reasonably be re-used or resold for another order.

Any such charges will be limited to the amount of work completed and materials committed, will not exceed the total order value, and we may provide a cost breakdown on request.

9. Returns (change of mind) Non-personalised items If your item is not personalised and you change your mind, you may request a return within 14 days of receiving it, provided:

it is unused, unwashed and in resaleable condition, and any tags/packaging are intact (where applicable).

Return postage is your responsibility unless we confirm otherwise.

Personalised / made-to-order items Personalised or made-to-order items are not eligible for change-of-mind returns, because they are made to your specification, unless they are faulty or not as described.

10. Faulty, damaged, or incorrect items (your legal rights) Nothing in these Terms limits your rights under UK consumer law, including the Consumer Rights Act 2015. If an item is faulty, damaged, or not as described, contact us at crystal.embroidery@icloud.com and we will offer an appropriate remedy which may include:

replacement, repair (where applicable), or full/partial refund.

We may request photos and order details.

11. Refunds If a refund is approved, it will be processed to your original payment method. Refund timeframes depend on your bank/payment provider. If only part of an order is returned, we refund only the returned item(s) (and any required delivery element under UK rules).

12. How to request a return Email crystal.embroidery@icloud.com with:

your order number what the issue is (change of mind / faulty / damaged / wrong item / missing item) photos (required for damaged/faulty/wrong items)

Do not return items until you receive return instructions.

13. Discount codes & promotions Discount codes can’t usually be combined unless stated. Promotions may be changed or withdrawn at any time (this won’t affect already accepted orders).

14. Intellectual property All website content (logos, designs, text and graphics) is owned by or licensed to us. If you provide artwork/logos for printing, you confirm you have the rights to use them and allow us to produce the item.

15. Liability We are responsible for foreseeable loss and damage caused by us. We do not exclude liability where it would be unlawful to do so. We are not responsible for delays outside our control (e.g., courier disruption, severe weather, supply issues).

16. Privacy Your personal data is handled under our Privacy Policy and Cookie Policy available on our website.

17. Governing law These Terms are governed by the laws of England and Wales, and disputes will be handled by the courts of England and Wales (unless consumer law requires otherwise).

18. Contact Email: crystal.embroidery@icloud.com