Returns & Refunds

We hope you love your order from Embroidery in the Attic. If something isn’t quite right, please read the information below or get in touch and we’ll be happy to help.

Standard items

For non-personalised items purchased online, you have the right to return your order if you let us know within 14 days of receiving it.

Once you’ve told us you’d like to make a return, you have a further 14 days to send the item back.

Items should be returned unworn, unused and in their original condition. You may inspect or try on an item as you would in a shop, but we may reduce the refund if the item has been used or handled beyond what is reasonably necessary.

Unless the item is faulty or we have made an error with your order, you are responsible for the cost of returning it.

Personalised & custom items

Items that have been made to your specifications or clearly personalised for you cannot normally be returned or refunded simply because you have changed your mind.

This includes products personalised with details such as names, initials, custom text, dates, photographs, custom artwork or other information supplied or chosen specifically for your order.

This does not affect your rights if your personalised item is faulty, damaged, not as described or we have made a mistake with your order.

Faulty, damaged or incorrect orders

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order details and, where helpful, photographs of the issue.

We’ll work with you to put things right. Your statutory rights are not affected by this policy. UK customers are legally entitled to remedies where goods are faulty, not as described or not fit for purpose.

Refunds

Once an eligible return has been received, we will process your refund as soon as possible and within 14-days.

Refunds will be made to the original payment method.

Where an online order is cancelled under your statutory cancellation rights, we will also refund the standard delivery charge originally paid. If you selected a more expensive delivery service, any additional delivery cost above our standard option is not refundable.

How to arrange a return

Please contact us before sending an item back so we can confirm whether the item is eligible for return and provide the correct return instructions.

Include your order number and the name or email address used when placing your order.

Questions?

If you have any questions about a return, refund or an issue with your order, please get in touch through our Contact Us page and we’ll be happy to help.