What is your returns policy?
We want you to absolutely love your handmade pieces! We accept returns on standard, non-custom items under strict conditions: you must contact us within 3 days of delivery to request a return, and the item must be scanned into the USPS system within 7 days of that approval. We do not accept unauthorized returns—packages sent back to us without prior communication will not be refunded.
What items are non-refundable?
Because each item is uniquely hand-crafted, all custom orders, personalized items, digital downloads, and “Last Chance” clearance pieces are final sale and completely non-refundable. Additionally, for health and safety reasons, masks, costume items, and any pieces that come into direct contact with the skin cannot be returned or exchanged.
How long do I have to return an item?
You have 3 days from the official USPS delivery date to contact us and initiate a return. Once approved, the package must be accepted by the post office within 7 days.
How much does it cost to return an item?
The customer is responsible for all return shipping costs. If you prefer, we can generate a return shipping label for you and deduct the cost of that label directly from your final product refund.
Do you refund the shipping charge?
No. We do not refund original shipping charges or return shipping fees under any circumstances. Only the physical product price is eligible for a refund.
What is your standard turnaround time?
Our standard turnaround time is 7 to 10 business days before an item ships, as every order is meticulously crafted in the exact order it is received. We do not offer rush fees or expedited production services. If you need an item within two weeks, please contact us before ordering to see if our current queue allows for it, and plan to upgrade your shipping at checkout.
What if my holiday item does not arrive in time?
We always display clear holiday ordering cutoff dates in our website header. If you are ordering close to a holiday deadline, we highly recommend upgrading to Priority shipping. If a holiday item arrives too late for your event, you may “Return to Sender” by leaving the shipping package completely unopened and handing it back to USPS. Once the unopened package safely arrives back at our studio, we will refund the product price (minus original shipping).
What do I do if my product is faulty?
We take immense pride in our high-quality embroidery and stitching standards. However, if a genuine mistake passed our inspection, please contact us within 3 days of delivery with your order number and a clear photo of the issue so we can make it right immediately!
How long does it take to process my return?
Once your return is received at our studio and inspected to ensure it is in its original, unused condition, we will process your refund within 3-5 business days. The credit will automatically apply to your original method of payment.