Problems with an order
Something wrong with your order? Email support@embroiderednames.com with your order number and, if you can, a photo. We answer every message and fix our mistakes at no cost to you.
Wrong name, colour or item
If we made something other than what you ordered, we make it again and send it free, or refund you in full. Your order email shows exactly what you typed, so we can check it together.
A typo in the name
We stitch the name exactly as it was typed. Write to us at once: if making hasn’t started, we change the name for free. Once the name is stitched, it can’t be changed.
Faulty or damaged
Send us a photo. We remake the item or refund you, and if we need it back, we pay the postage. Returns explains your 2-year legal guarantee.
Late or lost parcel
Delivery takes 8–15 business days. Check the tracking link in your email first. If nothing has arrived after 15 business days, write to us: we chase the carrier, and if the parcel is lost, we send a new item or refund you.
Changing the address or cancelling
Write to us as soon as you can. We can change the address until the parcel ships. Each item is made with the name, so we can cancel an order and refund it only before making starts.
Payment
If paying didn’t work, try again in a minute or write to us. If you paid but got no order email, look in your spam folder first, then write to us with the time you paid.