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\nThis page is about money: when Embro Haven refunds an order, how much comes back, where it goes and how long it takes. The practical side of sending a piece back — the 60-day window, the free return label, exchanges and the condition we ask for — lives on our Returns & Exchanges page. If you only need to cancel an order that has not shipped, see Cancel or Change an Order.
\nOur refund promise is simple to measure: we send your refund within 7 days of receiving your return. The clock starts on the day the returned parcel arrives with us, not on the day you post it, because that is the first moment we can see the piece. We email you when the parcel arrives and again when the refund has been sent.
\nAfter we send the refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider. Many show it within a few business days; some take longer, especially around weekends and holidays. If you have not seen it after a reasonable time, reply to our refund email and we will share the details of the transaction so your bank can trace it. We never ask you to send card numbers or account passwords by email to sort out a refund.
\n| Situation | \nPrice of the piece | \nShipping you paid | \nReturn postage | \nWhen | \n
|---|---|---|---|---|
| You changed your mind or it does not fit | \nRefunded in full | \nNothing to refund — shipping is free | \nFree label from us | \nWithin 7 days of receiving the return | \n
| Stitched text differs from what you typed | \nRefunded in full, or a corrected piece | \nNothing to refund — shipping is free | \nFree label, or no return needed | \nWithin 7 days of receiving the return, or as agreed by email | \n
| Faulty, damaged or wrong item | \nRefunded in full, or a replacement | \nNothing to refund — shipping is free | \nFree label, or no return needed | \nWithin 7 days of receiving the return, or as agreed by email | \n
| Order cancelled within 24 hours, before shipping | \nRefunded in full | \nNothing to refund — shipping is free | \nNot needed | \nWhen we confirm the cancellation | \n
| Order cancelled by us | \nRefunded in full | \nNothing to refund — shipping is free | \nNot needed | \nWhen we confirm the cancellation | \n
The table covers the common cases. If your situation is a mix — one piece faulty and another simply the wrong size, say — each piece is handled under its own row, and our email lists what is refunded for each one so nothing is left unclear.
\nPersonalisation add-ons — the small charge for an optional sleeve line or sleeve date — are part of the price of the piece and are refunded with it.
\nIf a piece is not right for you — the colour is not what you imagined, the hoodie is roomier than you like, or the gift simply was not a hit — you can return it within 60 days and receive a refund of the price you paid for that piece. You do not pay for return postage: we send a free return label. The piece should come back unworn and unwashed, as described on the Returns & Exchanges page.
\nThis applies to personalised pieces as well. A cap with your initials or a crewneck with a name is refunded on the same terms, provided it comes back in the condition it arrived in.
\nIf we made a mistake — the text on the piece is different from what you typed, a letter is missing, the thread colour is not the one you chose, the size or garment colour is wrong, or there is a fault in the stitching or fabric — send us your order number and photos. We look at every case individually and offer a refund, a replacement or an exchange, whichever you prefer and is possible. In some cases we do not need the piece back; our reply will say so.
\nPlease note the difference between a stitching mistake and a typing mistake. We stitch exactly what is typed into the fields on the product page, and no proof is sent before production. If the text you typed contained a typo and we stitched it faithfully, that is a change-of-mind return: still refundable within 60 days if the piece comes back unworn, but not treated as a fault.
\nAn order can be cancelled within 24 hours of being placed. When we confirm the cancellation, we refund everything you paid for that order. If we ever have to cancel an order ourselves — for example because the text requested a trademark we cannot stitch and we could not reach you, or a payment could not be confirmed — we email you and refund the full amount.
\nWe only consider a partial refund when a change-of-mind return comes back clearly worn, washed, damaged after delivery or missing something it shipped with. Even then, we email you first with photos and the amount we propose, and nothing is decided without your reply. If you do not accept the proposal, we can send the piece back to you instead.
\nWhen a gift is returned, the refund goes to the person who paid for the order, on the payment method they used. If the recipient would rather choose something else, we can issue store credit in the recipient’s name with the buyer’s agreement. Either way, the recipient does not need to reveal the price to start a return; the order number is enough.
\nAn exchange is not a refund, but money can still move. If the piece you exchange into costs less — for example switching a hoodie style back to a crewneck — we refund the difference within 7 days of receiving your return. If it costs more, we tell you the difference and only charge it once you agree. The full exchange process is on the Returns & Exchanges page.
\nWe do not collect sales tax at checkout, so there is no sales tax line to refund. Import duties or charges that a destination country collects on arrival are paid to that country’s authorities, not to us; whether they can be reclaimed after a return depends on that country’s rules, and your local customs or postal service is the best place to ask. We are happy to provide order details you might need for such a claim.
\nIf something looks wrong with a charge, please write to us first. An email with your order number usually resolves a problem faster than a dispute through your bank or payment provider, and contacting us does not take away any right you have with them. If a dispute is already open, tell us, so that we can share the information your provider needs.
\nRefunds are calculated per piece. If you return one hoodie from an order of four items, only that hoodie is refunded and the rest of the order stays exactly as it was. Because shipping is free on every order, returning part of an order never changes a shipping charge, and there is no minimum spend you can “fall below” by returning something.
\nIf the order used store credit for part of the payment, the refund goes back in the same proportions: the store credit part returns as store credit, and the rest returns to your original payment method. We spell out the split in our refund email so you can see where each amount went.
\nIf an order does not reach you, write to us with your order number. We look into what happened and explain the options in writing, which can include sending the order again or refunding it. The waiting period before a parcel is treated as missing is decided case by case at the moment, and we will never ask you to wait without an explanation. Our Shipping & Delivery page explains how to check a parcel’s status first.
\nA refund is the right choice when you want the money back where it came from. Store credit suits people who plan to order again: someone who returned a gift crewneck and wants to choose a cap and a beanie instead, for example, or a customer who would like to re-order a personalised piece with corrected text. Store credit is issued as soon as we receive your return, it never expires, and you can split it across several future orders.
\nEvery step is confirmed by email: when your return is agreed, when the parcel arrives, and when the refund or store credit is issued. Keep those emails; they contain everything your bank might ask for. If an email seems to be missing, check your spam or promotions folder, then write to us and we will resend it.
\nSay you order a custom initials dad cap for $29.99 and a botanical sleeve hoodie for $44.99. The hoodie fits too loosely, so you write to us on day 20. We send a free return label the same or next business day. Your parcel reaches us on day 31, and we email you that day. The $44.99 refund is sent no later than day 38 — within 7 days of receiving the return — to the payment method you used. You keep the cap; nothing about it changes.
\nEmail support@embrohaven.shop or use Submit a Ticket with your order number. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery, Payment Methods and FAQs.
\nEmbro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US
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