Refund policy

Return & Exchange Policy

Effective Date: July 3, 2025

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