Refund policy
Returns, Exchanges & Cancellations
We accept returns, exchanges and cancellations for certain items. Please read below to understand what applies to your purchase.
Returns & Exchanges
If you have purchased a ready-made item from our webshop you may return it within 14 days of delivery, provided the item is unused, undamaged and in its original packaging.
- Contact us within: 14 days of delivery
- Dispatch items back within: 14 days of delivery with proof of postage
- Refund: issued after the returned item has been received and inspected
- Cancellation: accepted before the item has been dispatched
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Items That Cannot Be Returned or Exchanged
Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for:
- Custom or personalised orders
- Commission orders
- Made-to-order items
- Digital downloads
- Gift cards
If a custom, commission or made-to-order item arrives damaged or defective, please contact us immediately so we can evaluate the situation and make it right.
Digital Products
Digital products (embroidery patterns, sewing patterns) are delivered immediately upon purchase. By completing your purchase you confirm you consent to immediate access and waive your 14-day right of withdrawal in accordance with EU consumer law. As files are accessible immediately upon purchase we are unable to offer refunds or cancellations once the file has been accessed.
Pre-orders
Pre-orders can be cancelled at any time before we confirm the item has entered production. Once production has started cancellations can no longer be accepted. Payment is collected at the time of purchase.
Made to Order & Commissions
Made-to-order and commission orders are created specifically for you. Cancellations are accepted within 24 hours of purchase. After 24 hours production may have begun and we can no longer accept cancellations. Deposits are non-refundable once work has started.
Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged or incorrect. We will evaluate the issue and make it right.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please allow time for your bank or card provider to process and post the refund.
Questions?
Please contact us if you have any problems with your order. We are happy to help.