Returns and Refunds
Our aim is to ensure your complete satisfaction with the products and services we supply. If you need to return any item, we have detailed here, the steps for you to follow to make this process as easy and straightforward as possible.
We pride ourselves on processing jobs quickly and if you decide to cancel your order, we may have already incurred some costs. This can be for administration, artwork setup or handling charges made by our suppliers for example and there will be a restocking charge deducted from any refund to cover us for these expenses.
If there is a query with your order, we would like to hear from you as soon as possible and request that you call our Customer Service Team on 0118 9120 420 so we can help you and resolve any issues straight away.
If you are not completely satisfied with your purchase, you may return the items within 14 days for a refund of the cost of the items, this excludes the carriage cost. Please be aware that you are responsible for the cost of returning the products to us and we recommend you use a service with a proof of delivery to ensure that nothing is lost or misplaced when returning the products to us. Proof of shipping is not proof of receipt.
The items must be returned in a saleable condition and must not have been used or worn. You should include their original packaging with bags, hang tags in place and any additional packing materials that came with them originally. we reserve the right to reject a refund request if these conditions are not met.
Embroidered or Printed Products
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.
General Advice and Information
We pride ourselves on running jobs quickly and if you decide to cancel or change your order, we may have already incurred some costs. This can be for artwork creation, administration or charges made by our suppliers where items are returned and consequently there will be a restocking charge deducted from any refund.
If there are any issues with your order, we would like to hear from you straightaway and request that you call our Top Embroidery Customer Service Team on 0118 978 2133 so we can help and rectify them for you.
Please provide as much information as you can when completing the returns form, this will help us to complete your returns request as quickly as possible.
Card and PayPal refunds will be made within three days of receiving the returned items. It may take a few more days for your card provider to display the amount refunded in your account.