At LoveStitchery, customer satisfaction is our top priority. As we specialize in creating one-of-a-kind, custom-made products tailored to your specific instructions, we have a detailed policy in place for returns, refunds, and replacements. Please review the following guidelines carefully before completing your purchase.
By placing an order, you acknowledge and accept all terms outlined below. If you have any questions, don’t hesitate to contact us.
RETURN & REFUND POLICY
As our products are personalized to each customer’s unique specifications, customized orders cannot be returned or refunded unless there is a proven product defect or error caused by our team.
After placing an order, the customization process begins immediately, which means changes (e.g., size, color, or design details) cannot be made once the order is finalized.
When Do We Offer Refunds or Free Replacements?
We do not offer refunds for custom products. However, if the following scenarios occur due to factory or carrier issues, we will provide a free replacement:
Defective Product
The product arrived damaged or faulty due to transit or manufacturing issues.
The custom embroidery is significantly different from the details you provided (e.g., incorrect design, size, or color).
Lost Package
If your package shows no tracking movement for more than 4 weeks or exceeds the estimated delivery period.
Shipping Address Issue
If you provided the correct address but the package failed to arrive due to carriers or external errors.
FREE REPLACEMENT PROCESS
To request a replacement due to one of the issues above, please contact our customer support team with the following:
Order Number and the Email Address used when placing the order.
Supporting photos or videos of the defective item.
For sizing-related claims: include clear photos with a measuring tool (tape, stick, or ruler) showing the affected garment.
For embroidery errors: include a close-up photo showcasing the discrepancy.
Once we verify your claim, we will ship a replacement product free of charge.
CANCELLATION POLICY
As our products are custom-made, orders cannot be canceled or modified once production begins. Custom orders are locked for processing immediately after they are placed.
Important Note Before Placing Your Order
Please double-check your order details, including size, design, spelling, and shipping address, before completing checkout. Since personalized items are one-of-a-kind and cannot be resold, errors caused by incorrect information from the customer may result in additional fees or delays.
WHAT WE DO NOT COVER
While we aim to provide the best experience possible, certain circumstances are outside our responsibility:
Customer Errors
If you provide an incomplete or incorrect shipping address, we cannot offer a replacement or refund.
Change of Mind
As products are personalized, we cannot accept returns or refunds simply because you no longer want the item.
Late Delivery Due to External Factors
Public holidays, weather conditions, customs clearance delays, or factors outside our control may affect shipping timelines.
CONTACT US
Have additional inquiries regarding returns, refunds, or cancellations? We’re here to help.
Email Support: service@LoveStitchery.com
Our team replies within 24 business hours, Monday to Friday.
At LoveStitchery, we are dedicated to ensuring you receive a high-quality, personalized product that meets your expectations.