Returns
Each item is made with your child’s name, so it can’t be returned just because you changed your mind. If something is wrong with it, we fix it at no cost to you.
Last updated:
[OWNER: draft: have a lawyer check this page before launch]
Why there is no 14-day return
EU law gives a 14-day right to return most things bought online, but not items made to the buyer’s own specification, such as a bag with a name stitched on it (Consumer Rights Directive, Article 16(c)). We tell you this in the cart, before you pay.
When something is wrong, we fix it
- Our mistake: a different name, colour or item than you ordered.
- A fault: loose stitching, a broken zip or strap, or a flaw in the fabric.
- Damage in delivery: the item arrived damaged.
In each case we make the item again and send it to you free, or, if a new one can’t be made or you’d rather not wait, we refund you in full.
How to tell us
Email support@embroiderednames.com with your order number and a photo of the problem, as soon as you notice it. If we need the item back, we tell you how and pay the postage.
Refunds go back to the card or wallet you paid with, within 14 days of the day we agree on the refund.
Your legal guarantee
Normal wear, and damage from washing against the care instructions, aren’t faults. A name stitched exactly as it was typed isn’t a mistake either: here is what to do about a typo.
If we can’t agree, you can turn to a free consumer body: the terms of sale say which one.