Returns Policy

Our refund and returns policy is for damaged or faulty goods and lasts for 30 days. If you have a damaged or faulty item and 30 days have passed since your purchase, we can’t offer you a refund. If the refund is approved we will respond with an RAC and you must then send the items back within 7 days.

You can return decorated items that are faulty, damaged or were incorrectly supplied.  Once the items have been embroidered or printed it is not possible to cancel the order whether they have been despatched or not.  The Consumer Contracts Regulations that came into force on 13th June 2014 exclude “personalised goods or goods made to a consumer’s specification” and the decorated items we supply fall into this category.

You must request a returns authorisations code (RAC) before sending the items back. Please send an email to "[email protected]" with your order details explaining the reason for returning the items. If the refund is approved we will respond with an RAC and you must then send the items back within 7 days.

To be eligible for a return, your item must be unused and in the same condition that they were received. In the original packaging with all the tags, clips and labels.

Once you have received the RAC and to complete your return, we require proof of delivery back to us along with your RAC number. Please make sure you write the RAC on the outside of the packaging of the returned items.

A refund for plain items must be requested within 14 days of receiving your order.We retain the right to refuse a refund for the following reasons:

There are certain situations where only partial refunds are granted or a refund may be refused.

Items with an obvious signs of use.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Late or missing refunds

If you haven’t received a refund please first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank, an Acquirer Reference Number (ARN) will be available in 1 to 3 business days. There is often a delayed processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at "[email protected]".

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only exchange items if they are defective or damaged.

Shipping returns:

To return your product(s) you should send them to:

Top Embroidery
Unit 4, Ashville Way
Berkshire, RG41 2PL

You will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping your original order to you will be deducted from your refund.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and do not accept responsibility for missing items.