Our policy lasts 35 days. If 35 days have gone by since the delivery date, unfortunately we can’t offer you a refund/return.
Return Policy:
- We will allow return/exchanges if there is an error on our part.
- All items are made to order according to the customer's specifications in term of color, personalization, etc. Due to the high level of customization with every single order, we cannot accept returns. We apologize for any inconvenience this may cause. Thank you for your understanding.
*If there was an error on our part, photos will be requested for verification and then item will be replaced soon.
Refund Request
We accept refund requests when:
- Lost orders, missing items due to our failed service delivery.
- We missed customers' order cancellation and/or exchange requests within a 24-hour timeframe after the order was placed.
- The product variant, appearance, and/or quality are not as described on the product page.
- The product is faded, damaged, and/or missing pieces.
Embroly Store does not accept return/refund requests when:
- Lost orders due to customer address misrepresentation.
- Undamaged item but customers simply change their minds.
- The product is damaged, cause from customer.
Refund Amount
- Full refund:
- Cancellation within 24 hours
- Before design proofs are sent
- Partial refund:
- After sending design proofs. You will be charged $5-$15 per design (depends on how complicated of the design)
- You will receive partial refund (including the shipping fee) if the request is eligible.
Refund Method
These refund methods are available:
Required Actions
Please provide below information to us to process you request:
- Provide us with the digital or physical receipt from our store. Or you can simply reply to one of the order notification emails from us - which was sent by us via support@embroly.com.
- Please provide the reason for the return/refund request.
Please kindly allow us 24 hours (Saturday and Sunday are not counted) to respond to your email. Please do not return the item before knowing whether your return and/or refund request is eligible!
If we confirm that your return and/or refund request is eligible, please return the parcel to our warehouse. Please note that customers are in charge of the return shipping fee and/or journey to our warehouse; which means, lost return items cannot be eligible for a refund request.
For the cost of return label, we will send you the shipping label in case of our mistake free of charge.
Please allow some time for the shipment as well as our inspection time which might take about 7 days.
Expected Time for Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If your refund request is approved, the refund is credited in the same currency as the original payment:
- For bank account payments, the refund is credited to your bank account.
- For PayPal balance payments, the refund is credited to your PayPal balance.
- For credit card payments, the refund will be credited to the sender's card (it can take up to 30 days depending on the card issuer).
Late Refund
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@embroly.com
