Refund policy

Return & Refund Policy

At Threads & Tails, all items are made to order and custom embroidered, which means each piece is created specifically for you. Because of this, our return policy differs from standard retail items.

Custom & Personalized Items

All custom and personalized embroidered items are final sale once production has begun.

This includes, but is not limited to:

  • Custom pet portrait embroidery

  • Personalized names or text

  • Custom logos or designs

Due to the personalized nature of these products, we do not accept returns, exchanges, or cancellations after design approval and the start of embroidery.

Design Approval

Before embroidery begins, customers receive a digital preview of their design for approval.

Once a design is approved:

  • The design is considered final

  • Production begins immediately

  • No changes, cancellations, or refunds can be made

Please review your preview carefully before approving.

Damages, Defects & Errors

Please inspect your order upon delivery.

If your item arrives:

  • damaged

  • defective

  • or with an error made by Threads & Tails

Please contact us within 48 hours of delivery at
📧 threadsandtails.embroidery@gmail.com

Include clear photos of the issue so we can review it.
If approved, we will offer a replacement or refund at no additional cost.

Non-Returnable Items

We do not accept returns for:

  • Custom or personalized items

  • Sale items

  • Gift cards

European Union Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, except for personalized or custom-made items, which are exempt under EU consumer protection laws.

Refunds

If a refund is approved, it will be issued to your original payment method within 10 business days after inspection.

Please note that banks and credit card providers may take additional time to process and post the refund.

If more than 15 business days have passed since approval, please contact us at
📧 threadsandtails.embroidery@gmail.com

Contact Us

For any questions about returns or refunds, contact us at:
📧 threadsandtails.embroidery@gmail.com