Last updated: 24 July 2026
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. Contact: crystal.embroidery@icloud.com
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 details, clear photos of the item(s) and packaging (if damaged), and 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.
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, or "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).
If you ordered a non-personalised item and changed your mind, you may request a return provided you notify us within 14 days of delivery, the item is unused, unworn, unwashed and in a resaleable condition, and all original packaging/tags (where applicable) are included. Return postage costs are the customer's responsibility unless the item is faulty/incorrect.
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; or items returned without prior contact/authorisation (we may refuse delivery).
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), or 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.
If a refund is approved, it is issued via the payment method used for your order. 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).
We don't guarantee direct exchanges. The quickest option is usually to return the eligible item (non-personalised only), then get in touch to arrange the correct size/colour. If you're unsure on sizing before ordering, message us first.
If you need help with a return or refund, contact: Crystal Custom Embroidery — Email: crystal.embroidery@icloud.com