Returns and cancellations
Custom pieces work differently from ordinary purchases. Please read this before you order.
Why the fourteen-day right does not apply
For most things bought online you may change your mind within fourteen days and send them back without a reason. European consumer law makes an exception for goods made to your specification or clearly personalised, and a portrait wound from your own photograph is exactly that.
A piece made from your photo cannot be sold to anyone else. For that reason the right of withdrawal does not apply to it, and you are asked to confirm that you understand this before you pay.
This is a limit the law itself sets. It is not a policy we invented, and it does not take away any of the rights below.
Cancelling before we start
Winding a piece takes about 3 business days, and until we begin there is nothing to lose. If you write to [email protected] before production starts, we will cancel the order and refund you in full.
Once the thread is on the board the piece exists and cannot be undone, so this window closes as soon as work begins. We will always tell you which side of it you are on.
If it arrives damaged
Nothing above affects this. If your parcel arrives broken, write to [email protected] within fourteen days of delivery with your order reference and photographs of the damage and of the packaging.
We will repair it, remake it, or refund you. You will not pay for the return.
If it is not what you ordered
If the piece is materially different from what you designed — the wrong text on the frame, the wrong image, a defect in the making — the same applies: tell us, and we will put it right at our cost.
Variation in thread tension and density is inherent to the technique and is not a defect.
How to make a claim
Write to [email protected] with your order reference, which is in your confirmation email, and photographs if the problem is visible. Tell us what you would like us to do about it.
We answer every claim within a few working days.
How refunds are paid
Refunds go back to the card or method you paid with, never as store credit unless you ask for that instead.
We issue them within fourteen days of agreeing the refund. How quickly the money appears after that is up to your bank.