Return Policy

Return & Exchange Policy

At Stitch & Ember (a DBA of The Craft Loft LLC), we take pride in creating high-quality custom pieces made with care and attention to detail. Because most of our products are personalized and made-to-order, we have a clear return policy to protect both your satisfaction and our craftsmanship process.

All Custom Orders Are Final Sale

Due to the personalized nature of embroidery, engraving, and other customizations, all sales are final once production has started. This includes:

  • Custom embroidery with names, initials, logos, or designs

  • Laser engraved items such as cutting boards, tumblers, or gifts

  • Personalized gift sets and apparel

Please double-check all spelling, design approvals, and details before finalizing your order.

Eligible Returns or Exchanges

We only accept returns or exchanges under the following circumstances:

  • The item you received is defective, damaged in transit, or contains a production error caused by Stitch & Ember

  • You received the wrong item due to our fulfillment error

In these cases, we will either remake the item or issue a refund, at our discretion. Claims must be submitted within 3 business days of receiving your order.

Proof Required: Please email clear photos of the issue to info@stitchandember.com along with your order number.

How to Report an Issue

To start a claim:

  1. Email info@stitchandember.com within 3 business days of delivery

  2. Include your full name, order number, and description of the issue

  3. Attach clear photos of the product and packaging, if damaged

We’ll respond within 2 business days with next steps.

Non-Returnable Items Include:

  • Custom or personalized products (unless damaged or defective)

  • Items provided by the customer for embroidery or engraving

  • Sale or clearance items

  • Gift cards

Shipping Costs

  • If we are at fault (defective product or wrong item), we will cover the cost of shipping for replacements or returns

  • If you mistakenly provide an incorrect address, additional shipping charges may apply for reshipment

Cancellations

Orders may only be canceled within 24 hours of purchase if production has not begun. After that point, materials may have already been sourced or work started, and cancellations are not guaranteed.

Questions?

We want you to love your order! If you have any concerns, please contact us at:

📧 info@stitchandember.com
🌐 www.stitchandember.com

Embroidery

From timeless monograms to detailed logos, our embroidery services bring texture, depth, and durability to apparel and accessories.

We offer:

  • Corporate polos, uniforms, and team apparel
  • Hats, jackets, bags, and spirit wear
  • Personalized gifts and specialty items
  • Bulk embroidery for businesses, schools, churches, and organizations

Every stitch is crafted with precision using commercial-grade equipment to ensure a clean, polished finish.

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Laser Engraving

Our laser engraving adds a refined, professional touch to a wide range of products. Perfect for gifting, branding, and special events, engraving is available on:

  • Cutting boards and kitchenware
  • Drinkware and tumblers
  • Corporate and client gifts
  • Custom accessories, tags, awards, and keepsakes

We offer single-item retail orders as well as bulk engraving for corporate gifting, onboarding kits, real estate closings, and team celebrations.

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DTF & UV DTF Decorated Products

Stitch & Ember offers premium apparel and accessory decoration using DTF (Direct-to-Film) and UV DTF application methods. These techniques allow us to produce bold, durable, and highly detailed designs on a wide range of products—without the limitations of traditional printing.

We do not sell DTF transfers; instead, we use DTF and UV DTF as a decoration method for finished goods.

Our DTF- and UV DTF-decorated items include:

  • Custom t-shirts and sweatshirts
  • Branded uniforms and team wear
  • Tote bags and accessories
  • Hard-surface items such as tumblers, glassware, and small gift items (UV DTF)
  • Small-batch or bulk designs for events, corporate branding, and retail products

This service is ideal for businesses and individuals who want full-color artwork, detailed logos, or vibrant designs applied directly to apparel or hard goods. Every piece is produced with consistency, long-lasting quality, and a professional finish.

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Retail & Corporate Ordering

Stitch & Ember proudly serves both retail customers and business clients. Whether you need one personalized gift or a full order for your team, we provide:

  • Customizable product options
  • Volume pricing for bulk orders
  • Mockups and proofs for approval
  • Fast turnaround and consistent communication
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