Customer Care
Return Policy
Every Embrittery item is customized and embroidered specifically for its customer. Please review the details below before approving your order.
Customized orders
Because each item is made specifically for you, customized and embroidered products are generally not eligible for return or exchange. Before checkout, you are responsible for reviewing and approving:
- Product
- Size
- Color
- Quantity
- Artwork
- Text and spelling
- Initials
- Thread colors
- Design size
- Placement
What is not returnable
- An incorrect size selected by the customer
- A change of mind or subjective design preference after approval
- Customer-approved spelling, personalization, artwork, or placement
- Normal differences between screen colors and physical thread or garment colors
- Minor placement or embroidery variations within reasonable production tolerances
When we will make it right
- The wrong product, size, or color was supplied
- The embroidery differs materially from the approved design
- Personalization is incorrect because of an Embrittery production error
- The item arrives damaged or has a manufacturing defect
- The embroidery has a workmanship defect or fails because of production quality
Depending on the issue, Embrittery may repair, remake, replace, partially refund, or fully refund the item. Embrittery will determine the appropriate remedy based on the nature of the issue.
Reporting an issue
Shipping damage, incorrect products, incorrect embroidery, and visible defects must be reported within 7 days of delivery. Include your order number, a description of the issue, clear photographs of the item, and photographs of the packaging when shipping damage is involved.
Embroidery workmanship is guaranteed for 30 days against production-related defects such as unraveling, loose stitching, or embroidery failure. Normal wear, misuse, washing contrary to care instructions, accidental damage, and alteration by another party are not covered.
Changes and cancellations
Order changes and cancellations are available only before production begins. Once digitizing, production preparation, or embroidery production has started, the order generally cannot be changed or cancelled.
Need help?
Contact Embrittery as soon as possible so we can review the order and recommend the right next step.