Returns & Refunds Policy

At Custom Stitches, we take pride in creating high-quality personalised products tailored specifically to you. Please read our policy carefully before placing your order.

Personalised & Custom Items
As all personalised items are made to order, we do not accept returns or offer refunds unless the item is faulty, the design is incorrect due to our error, or you have received the wrong item. If your item falls into one of these categories, we will offer a replacement.

Faulty or Incorrect Items
If you believe your item is faulty or incorrect, you must notify us within 24 hours of delivery. Please include your order number and clear photos of the issue. Once confirmed, we will arrange a replacement at no additional cost.

Artwork Approval
For personalised orders, customers are responsible for checking and approving all artwork before production. Once artwork has been approved, we cannot accept responsibility for any spelling mistakes, design errors, or incorrect details provided by the customer. Returns or refunds will not be offered for approved designs.

Non-Personalised Items
Non-custom items may be returned for a refund or exchange, provided they are unused and in their original condition. Customers are responsible for return shipping costs unless the item is faulty.

Return Shipping
If the return is due to our error or a faulty item, we will cover the return or replacement costs. If the return is the customer’s responsibility, return shipping costs must be covered by the customer.

Order Cancellations
Orders can only be cancelled before production has started. Once production has begun, cancellations are not possible due to the bespoke nature of our products.

If you have any questions, please get in touch and we will be happy to help.