Refund policy

Returns & Refunds Policy

At Embroiderella, each item is made to order with care and attention. For this reason, we do not accept returns, exchanges, or offer refunds, unless there is a fault with your item.

Faulty or Damaged Items

If your order arrives damaged or there is a fault with your item, please get in touch within 7 days of receiving it. You can email charlotte@embroiderella.co.uk with the following details:

• Your order number

• A description of the issue

• Clear photos showing the fault or damage

We’ll take a look and get back to you as soon as possible to sort things out.

Made-to-Order Items

As all of our items are made to order, we’re unable to accept returns or offer refunds for:

• A change of mind

• Ordering the wrong size

• Providing incorrect personalisation details

Please do double-check everything before placing your order.

If you have any questions or concerns, don’t hesitate to get in touch at charlotte@embroiderella.co.uk.

Thank you for supporting a small business