Refund policy
Returns, Exchanges & Cancellations
All order queries must be submitted via email to emsyeverafter@gmail.com.
Unfortunately, queries sent via social media channels cannot be efficiently monitored or processed.
Made-to-Order Items
Embroidered and printed products that have been personalised or customised to your specific requirements are made to order. Due to the bespoke nature of these items, returns, exchanges, and refunds cannot be accepted unless the item arrives damaged, faulty, or incorrect.
Returns
Returns may be accepted for store credit at my discretion.
Store credit will cover the value of the returned item(s) only and will not include original shipping costs. Credit will be issued once the returned item has been received and inspected.
Customers are responsible for return postage costs unless the item is faulty or damaged. A tracked return service is strongly recommended, as I cannot be held responsible for items lost during return transit.
Damaged or Faulty Items
If your order arrives damaged or faulty, please:
- Contact me within 7 days of delivery.
- Include clear photographs showing the damage or fault.
- Return the item within 14 days of delivery if requested.
For UK customers, a return shipping label will be provided for approved faulty or damaged returns.
No refunds or store credits will be issued until the item has been returned or satisfactory evidence of damage has been provided.
Cancellations
Cancellation requests must be submitted within 12 hours of purchase.
Where production or processing has already begun, a cancellation requested after 12 hours may incur a 20% restocking fee to cover materials, labour, and administrative costs already committed to the order.
Lost Parcels
If your order has not arrived within the expected delivery timeframe, please contact me via email.
Claims for lost parcels can only be investigated after the courier's designated waiting period has passed. Replacement items or refunds will be considered once the courier's investigation has been completed.