Refund policy

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

Eligibility
To be eligible for a return, the embroidery kit must be unopened and unused, in its original packaging, with all contents included. For hygiene and quality reasons we cannot accept kits that have been opened, started or stitched. Proof of purchase (your order number) is required.

How to return
Please contact us at renatamoeller163@gmail.com with your order number. Once your return is approved, we will send you the return address. Items sent back to us without first requesting a return will not be accepted. Return shipping costs are paid by the customer.

Damaged, defective or wrong items
Please inspect your order upon delivery and contact us immediately if the item is damaged or defective, or if you received the wrong item. In these cases we will replace the item or refund you, and we will cover the return shipping costs.

Non-returnable items
Custom or personalized orders and gift cards cannot be returned.

Exchanges
The fastest way to get a different item is to return the item you have and, once the return is accepted, place a separate order for the new item.

European Union: 14-day right of withdrawal
If your order is shipped to the European Union, you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. Your statutory rights are not affected by this policy.

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund is approved. If approved, you will be refunded to your original payment method within 10 business days. Please note that it can take some time for your bank or card company to process the refund. If more than 15 business days have passed since your return was approved, please contact us at renatamoeller163@gmail.com.