We stand behind the quality of every neckerchief, badge and Custom product we make. If your order arrives with a genuine manufacturing fault, we’ll put it right.
What’s covered
- Embroidery that is significantly misaligned, off-centre, or doesn’t match your approved design
- Poorly sewn or unravelling edges/hems
- Damaged, faulty, or incorrect materials
- Printing or stitching defects that affect the item’s appearance or use
What’s not covered
Because every item is made to order and personalised specifically for you, we’re unable to offer exchanges or refunds for:
- Change of mind, incorrect sizing selected by the customer, or spelling/wording errors submitted in your order (please double-check your personalisation at checkout)
- Minor, expected variation in handmade embroidery (small variations are normal and not a fault)
- Normal wear and tear after use
How to claim
- Contact us within 14 days of delivery at [email protected]
- Include your order number and clear photos showing the fault
- We’ll review and respond within 1-3 business days
What happens next
Once a fault is confirmed, you can choose either:
- A full refund, or
- A free replacement, remade correctly
We may ask you to return the faulty item before issuing a refund or replacement — we’ll cover the return postage if so.