Returns & Exchanges

Last updated: November 2, 2026

Sometimes a hoodie fits differently from the one you already own, a cap colour looks warmer in daylight than on screen, or a gift simply misses the mark. This page explains how to send an Embro Haven piece back or swap it for something else: who can return, what we need from you, how the free return label works and what happens once your parcel reaches us. Money matters — when and how refunds are paid — are covered separately on our Refund Policy page.

1. How long you have

You have 60 days to return an Embro Haven order. Start the return by writing to us within that time; you do not need to have the parcel back with us by day 60, you only need to have asked. If you are unsure whether your order is still inside the window, send us the order number and we will check for you.

The same window applies to every piece in the shop: caps, truckers, beanies, bucket hats, hoodies, crewnecks, tees, quarter-zips, joggers and totes. It also applies to gifts, so a friend who received a sun-over-mountains hoodie from you can return it with your order number.

2. Personalised pieces can come back too

Many stores refuse returns on anything with a name on it. We decided not to work that way. A cap with initials, a beanie with a name on the cuff or a crewneck with a sleeve line follows the same 60-day window as a ready-designed piece.

What changes with personalised pieces is how we handle a mistake in the text. We stitch exactly what is typed in the fields on the product page, and no proof is sent before production. That means:

• If the stitched text differs from what you typed, that is our mistake. Send a photo and we will put it right.
• If the stitched text matches what you typed but contains a typo, the piece can still be returned within 60 days like any other order. If you would like the corrected version, simply place a new order with the right text.
• If you spot the typo within 24 hours of ordering, write to us immediately: we can usually change the text before stitching starts. See Cancel or Change an Order.

3. The condition we ask for

For change-of-mind returns, please send the piece back unworn and unwashed, the way it arrived, so it can be assessed fairly. Trying on a hoodie or a cap at home to check the fit is fine; a day out, a wash cycle or pet hair is not. Please do not remove or cut stitched designs, and send any small items that came with the order.

If something arrived faulty — a loose stitch area, a mark on the fabric, a seam opening, the wrong piece or the wrong text — the condition rule does not apply in the same way: you only needed to open and look at it to find the problem. Tell us what you found and include photos.

4. Starting a return, step by step

1. Write to us. Email support@embrohaven.shop or use Submit a Ticket. Include your order number, which piece or pieces you want to return, and whether you want a refund or an exchange.
2. Add photos if something is wrong. For a fault or a stitching mistake, attach clear photos of the item and the problem. They help us decide quickly.
3. Receive your instructions. We reply within 24 hours on business days with the return address and your free return label.
4. Pack and send. Fold the piece, pack it securely, put a note with your order number inside, attach the label and hand the parcel over.
5. Hear back from us. We email you when the return reaches us and confirm the refund or send your exchange.

Please do not post anything back before writing to us. A parcel that arrives without notice is much harder to match to an order and takes longer to resolve.

5. Who pays for return postage

We do — including when you simply changed your mind. Every approved return comes with a free return label from us. You do not need to buy postage, measure the parcel or compare services; use the label we send and keep the receipt or drop-off slip until your return is complete.

The label is for the return of the piece or pieces we agreed in our email. If you would like to add another item from the same order later, just write to us again and we will update the instructions.

6. Exchanges

An exchange is the easiest fix when the design is right but the fit or colour is not. You can swap for:

• a different size of the same piece — for example a crewneck in L instead of M;
• a different garment colour — say a sage hoodie instead of heather grey;
• a different style where the product offers one — such as the lemon slice design as a hoodie instead of a crewneck;
• a different product altogether, handled as a return plus a new order.

When the exchange costs more (for example the hoodie style of a crewneck design), we tell you the difference before anything is charged. When it costs less, we refund the difference within 7 days of receiving your return. Personalised pieces are re-stitched with the same text unless you tell us otherwise in your email; please write the text again in your message so we can compare.

Choosing the right size for an exchange

Before asking for a different size, take a moment with our Size Guide. Lay the piece you received flat, measure it the way the guide explains, and compare with a top you already like wearing. Most size exchanges go one size up or down; if you are between two sizes and like a relaxed fit, the larger one usually wins for hoodies, while a neat crewneck often looks best in your usual size.

7. Faulty, damaged or wrong items

If a piece arrives damaged, with a stitching fault, in the wrong size or colour, or with text that is different from what you typed, write to us with your order number and photos as soon as you notice. We review each case and offer a replacement, an exchange or a refund, whichever suits you and is possible. In many cases you will not need to send the faulty piece back; we will tell you in our reply. Photos you send are used only to handle your case and are deleted 30 days after delivery of the order.

The deadline for reporting a fault and the exact remedy for each type of problem are handled case by case at the moment, always inside your 60-day return window. If something feels wrong, contact us rather than waiting.

8. What happens when your return arrives

When your parcel reaches us, we match it to your order, look the piece over and email you. For a refund, the money is sent within 7 days of us receiving your return; the Refund Policy explains where it goes and how long your bank or payment provider may take to show it. For an exchange, the new piece goes into production and follows our normal 1–3 business day preparation time before shipping free to you.

If the returned piece is not in the condition we expected for a change-of-mind return — for example it has clearly been washed or worn out — we email you with photos before deciding anything, and we talk it through with you.

9. Store credit instead of a refund

If you would rather keep the value for a later order — a common choice when a gift was the wrong size but the recipient wants to pick something else — we can give you store credit for the returned piece instead of a refund. Store credit from Embro Haven never expires, so there is no rush to use it.

10. Orders that have not shipped yet

If your order has not left us, you do not need a return at all. Within 24 hours of placing the order we can cancel it or change the size, colour, text or address. After that, write to us anyway; if it has not been handed over, we will see what can still be done. The Cancel or Change an Order page explains the details.

11. Gifts and returns by the recipient

Gift recipients can start a return or exchange themselves. They need the order number (from the person who bought the gift) and should tell us that the piece was a gift. Exchanges are shipped to the recipient. Refunds go back to the original payer; if the recipient prefers, we can issue store credit in their name instead, with the buyer’s agreement.

12. Returning part of an order

You do not have to send back a whole order. If you bought a cap, a beanie and two hoodies and only one hoodie is the wrong size, return just that hoodie. Tell us in your first email which piece or pieces are coming back, and keep the rest. The free return label covers the pieces we agreed; if you change your mind about a second piece later, write to us again inside the 60 days and we will add it.

For matching sets — two hoodies with the same initials for a couple, for example — each piece is handled on its own. Returning one does not mean you have to return the other, and an exchange for one piece is stitched with the same text you chose the first time unless you tell us otherwise.

13. While you decide

If you are not sure yet whether to keep something, try it on indoors, over a thin layer, and leave it folded or on a hanger. Avoid perfume, deodorant marks and pets for a day or two. That way the piece stays returnable while you think, and you still have plenty of the 60 days left. If the doubt is about the fit, our Size Guide explains how to compare it with a top you already own; if it is about the colour, look at it in daylight near a window rather than under a warm indoor bulb, which can make sand look yellow and heather grey look blue.

14. A few things we cannot accept

• Returns started after the 60-day window has passed.
• Parcels sent without contacting us first (we will still try to match them, but it takes longer).
• Items that were not bought from embrohaven.shop.

If your situation does not fit neatly into this page — maybe part of an order was a gift and part was for you — just tell us what happened. A short email usually solves it faster than a long policy.

15. Need a hand?

Email support@embrohaven.shop with your order number and we will reply within 24 hours on business days. You can also check the FAQs, the Help Center and our Shipping & Delivery page.

Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US