Refund policy

At Coastal Edge Embroidery Co, every item is made with care and attention to detail. Because many of our products are personalised or made‑to‑order, our return and refund guidelines differ slightly from standard retail policies. Please read the information below before placing your order.

Personalised & Custom Items

Custom‑embroidered products — including items with names, dates, initials, or personalised designs — cannot be returned or refunded unless the item arrives damaged, defective, or incorrect due to an error on our part.

If we have made a mistake with your customisation, we will happily replace or remake the item at no cost to you.

Non‑Custom Items

For non‑personalised products, we accept returns within 14 days of delivery if the item is unused, in its original condition, and in its original packaging.

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 7 days of receiving your item. Include:

• Your order number

• A description of the issue

• Clear photos of the product and packaging

We will assess the issue and arrange a replacement or refund where appropriate.

Order Cancellations

Orders for personalised items can only be cancelled before embroidery work has begun. Once production has started, cancellations are no longer possible.

Non‑custom orders may be cancelled prior to dispatch.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed back to your original payment method.

Shipping costs are non‑refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges for personalized items. For non‑custom items, exchanges may be arranged depending on stock availability.

Contact Us

If you have any questions about returns or need help with an order, you can reach us at: coastaledgeembroideryco@gmail.com