Refund policy

Returns & Refunds

Each piece is created with great care and craftsmanship. Please review the following policy carefully before placing your order.

 

Ready-Made Embroidered Pieces

We accept returns on ready-made, non-custom pieces under the conditions outlined below:

• Return requests must be made within 14 days of receipt
• Items must be unworn, unused, and unaltered, and returned in their original condition and packaging

To request a return, please contact us at olsjona.embroidery@gmail.com with your order number and details. Returns sent without prior authorisation may not be accepted.

Return shipping costs are the responsibility of the customer unless the item is deemed faulty or incorrect.

Once received and carefully inspected, approved refunds will be issued to the original payment method within 5–10 business days.

 

Custom & Bespoke Embroidery

All custom and bespoke pieces are final sale.

These works are designed and embroidered specifically for you, often involving significant preparation, design development, and handwork. As such, they are non-returnable and non-refundable.

This includes:

• Custom designs
• Personalised or made-to-order pieces
• Bespoke commissions

By placing a custom order, you acknowledge and accept these terms.

In the rare event that your piece arrives damaged or does not reflect the agreed specification, please contact us within 48 hours of delivery, providing clear photographs. Each case will be reviewed with care, and where appropriate, we may offer a repair, replacement, or refund at our discretion.

 

Digital Products

All digital products — including patterns, downloadable files, and PDFs — are non-refundable.

Once access or download has been provided, digital items cannot be returned, exchanged, or refunded. Please review all product details carefully prior to purchase.

 

Online Classes & Workshops

Access to online classes, workshops, and recorded educational content is non-refundable once granted.

If a live class or workshop is cancelled by us, you will be offered either a full refund or an alternative date or credit, where applicable.

 

Faults & Errors

If you believe an item is faulty or you have received the incorrect piece, please notify us within 48 hours of delivery, including your order number and clear images of the issue. We will review the matter promptly and aim to resolve it with fairness and care.

 

Exchanges

We do not offer direct exchanges. If your item qualifies for return, it may be refunded in accordance with this policy, and a new order may be placed separately.

 

Contact

 

For all enquiries regarding returns or refunds, please contact:

Email: olsjona.embroidery@gmail.com