Our Guarantee
Every item that leaves our workshop is inspected for quality. We stand behind our craftsmanship and will make it right if we fall short.
Stennings is a small embroidery studio. Your order is stitched, checked, and packed by hand. If something is not right, we want to hear about it so we can fix it.
Custom and Personalized Items
All custom embroidered items are made specifically for you based on your approved design. Because of the personalized nature of these products, custom orders are final sale and cannot be returned or refunded for a change of mind. This includes items made with your supplied artwork, custom text or other personalization. Choosing an unchanged design from our shop does not by itself make an item personalized; those purchases follow the Collection Items policy below.
Once your design is stitched into a garment, that item is uniquely yours. It cannot be restocked or resold, which is why we invest time in our proof approval process to make sure everything is exactly right before production begins.
Once we begin stitching your order, it can no longer be canceled for a change of mind. If your order is late beyond the production or delivery timeframe we gave you, you can still choose a full refund; see delayed orders. We encourage you to review your proof carefully, including spelling, colors, sizing, and placement, before approving it.
Collection Items
Collection items that are not personalized may be returned within 30 days of delivery for a refund of the item price to your original payment method, less the return shipping fee below, provided the item is unused, unwashed, with tags attached, and in its original packaging.
A flat $8 return shipping fee is deducted from your refund to cover getting the item back to us. Original shipping charges are non-refundable, and your refund is issued once we receive and inspect the returned item.
Need a different size? Collection items can be exchanged at no extra charge, as long as they are unworn with tags attached. Custom and personalized items are stitched to order and cannot be exchanged for a different size, so we confirm your sizes with you before production begins.
If you are unsure whether your item qualifies as custom or collection, please check your order confirmation or contact us.
Defective Items and Our Errors
If your item arrives with a defect in craftsmanship or differs from the approved proof, Stennings will make it right at no cost to you. Mistakes are rare, but when they happen, we own them completely.
Please contact us within 30 days of delivery and include photos showing the issue. We will review your claim within 2 business days and offer either:
- A full remake and reship at no charge, or
- A full refund to your original payment method.
The choice is yours. If a return is needed, Stennings will cover return shipping. In many cases we may not require the item to be sent back at all.
Customer Errors
If the finished item matches the approved proof but a mistake was made on what was submitted or approved, such as a misspelling, the wrong size selected, or the wrong color chosen, this is not eligible for a refund because the item was produced as approved.
We understand that mistakes happen on both sides. While we cannot offer a refund for errors in an approved proof, please reach out and we will do what we can to help. In many cases we can produce a corrected item at a reduced cost on a case by case basis.
Cancellations
Orders may be canceled for a full refund any time before we begin stitching. Up to that point your blanks can still be returned to our supplier, so you receive a full refund of everything you have paid.
Once stitching begins, change-of-mind cancellations are no longer available. If your order is late beyond the production or delivery timeframe we gave you, you can choose to wait or receive a full refund of everything you have paid; see delayed orders.
Damaged in Shipping
If your package arrives damaged during transit, please contact us within 7 days of delivery and include photos of the damaged packaging and item.
We will file a claim with the shipping carrier and either reship your order or issue a full refund once the claim is resolved. Resolution typically takes 7 to 21 business days depending on the carrier.
Lost Packages
If your tracking shows the package has not been delivered and the estimated delivery date has passed, contact us and we will investigate with the carrier. If the package is confirmed lost, we will reship your order or issue a full refund at your choice.
If tracking shows the package was delivered but you did not receive it, we recommend checking with neighbors and your local post office. Stennings is not responsible for packages confirmed as delivered by the carrier, but we will assist you in filing a claim.
If you need signature confirmation, contact us before ordering to ask whether it can be arranged.
Etsy Orders
Orders placed through our Etsy shop are subject to both this policy and Etsy's own buyer protection policies. If there is a conflict, Etsy's policies may take precedence for purchases made through their platform. We encourage you to contact us directly first so we can resolve any issue quickly.
How to Request a Refund or Report an Issue
Email support@stennings.com with your order number, a description of the issue, and photos if applicable. We aim to respond within 1 business day.
All approved refunds are processed to the original payment method within 5 to 10 business days, depending on your bank or card issuer.
Contact Us
Questions about our refund policy? We are happy to help.
support@stennings.com
Stennings
California, United States