Hello, creative friend! We at Embroidery Designs Shop truly hope you love every digital design you purchase from us. However, we understand that sometimes a pattern might not be exactly what you were dreaming of for your project. While our products are digital and therefore typically cannot be returned once downloaded, we want to ensure your complete satisfaction. This policy outlines the specific circumstances under which we can offer assistance.
What Can Be Returned or Exchanged?
Due to the nature of digital products, all sales of digital embroidery design files (including files from categories like 1.25 Inch, 4×4, 5×7, 6×10, 8×8, Alphabets Fonts, Animals & Critters, Applique Fonts, Bears, and all others) are final once they have been downloaded. They cannot be returned or exchanged for a refund.
We can only process returns and exchanges for physical items (e.g., if we occasionally ship promotional items like USB drives or kits) under the following conditions:
- The item is defective or damaged upon arrival.
- The wrong physical item was shipped to you.
How to Request a Return/Exchange for an Eligible Physical Item
To start a return or exchange for an eligible physical product, please follow these steps:
- Contact Us: Within 15 days of receiving your physical item, please email our friendly support team at [email protected]. Use the subject line “Return Request: [Your Order Number]”.
- Provide Details: In your email, please include your name, order number, and the reason for the return or exchange. Pictures of the damaged or defective item are extremely helpful for us to process your request quickly.
- Wait for Instructions: Our team will review your request and, if approved, will email you within 2 business days with specific return shipping instructions and an address to send the item back to.
- Ship the Item: Once you receive instructions, please securely package the unused item and mail it back to us. Please note that return shipping costs are the responsibility of the customer, unless the error was ours (e.g., we sent the wrong item).
Return/Exchange Request Email Template
To make it even easier, feel free to copy and paste the template below into an email to us at [email protected].
Subject: Return Request: [Your Order Number]
Body:
Hello Embroidery Designs Shop Team,
I would like to request a return/exchange for a physical item from my recent order.
- Order Number: [Please insert your order number]
- Name: [Your Full Name]
- Email Address: [The email you used to place the order]
- Reason for Return/Exchange: [Please describe the issue here, e.g., “The item arrived damaged,” or “I received the wrong product.”]
I have attached photos of the issue for your review. Please let me know the next steps.
Thank you,
[Your Name]Refund Timelines and Methods
Once we receive the returned physical item and inspect it, we will notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed within 5 business days. The funds will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal). Please note that it may take additional time for your bank or credit card company to process and post the refund to your account, typically 5-10 business days.
- Exchanges: For exchanges, we will ship out the correct item as soon as we process your returned item.
✨ A Quick Note on Digital Designs: Because our digital embroidery files (like our whimsical Christmas collections or elegant Alphabets Fonts) can be downloaded immediately, we cannot offer refunds for them. However, if you are having technical issues with a file or it appears to be faulty, please contact us immediately at [email protected] and we will be happy to help you troubleshoot or provide a replacement file!
We’re here to make sure your experience with us is as delightful and creative as possible. If you have any questions at all about this policy, don’t hesitate to stitch us a message!
Happy Stitching,
The Team at Embroidery Designs Shop