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Returns Returns

  • You have 30 days from the date of purchase to return your items to us. Please see our Returns page for details. 

  • If we've sent you faulty items or items you didn't order, we'll take them back at no cost to you. If you've changed your mind and don't want your items, then we'll need to charge you a restocking fee of £25 or 15% of the value of goods (whichever is greater), plus postage or shipping costs. Please see our Returns page for details. 

  • We’ll need to charge you £25 or 15% of the order value, whichever is greater, as well as any postage or shipping costs. Please see our Returns page for details.

  • Yes, but we'll have to charge you for this service at a standard rate. The rate is currently £8.59 per consignment. For extra boxes it's an additional £4 per box (for UK-based orders).

  • To exchange an item, you need to return your unwanted item back to us first. We'll assign you a Goods Return Number (GRN) before you do this, so please either call us on 0800 252248 or email us. If you have a cash account with us your credit will be processed on the next payment run and can take up to 14 days to go back on the card that was charged. You can then re-order the item you want online or by calling us on 0800 252248.

  • We'll take them back and make sure you get what you need. Please see our Returns page for details. 

  • Yes, we can. Please see our Returns page for details. 

  • You need a GRN (Goods Return Number) from us, which must always be included with any returned goods. Contact us to get your GRN.

  • Your GRN will automatically be deleted after 30 days, so you must return your items within this time. Please see our Returns page for details.

  • This will be provided with the GRN that must be included in your return. Please see our Returns page for details. 

  • No, unfortunately, we can't accept returns for clearance items or items marked for deletion. Please see our Returns page for details. 

  • The following items cannot be returned: Samples, specially ordered non-stock items, underwear, paper transfers, consumables, inks and embroidery threads including Amaya, TheMagicTouch, Xpres and Madeira ranges, items marked as ‘Clearance’ or lines marked for deletion. Please see our Returns page for details.

  • Please check your order carefully before you decorate anything. We can't accept worn, soiled, printed, processed or modified goods. Please see our Returns page for details.

  • As long as you have a GRN number we can look into this for you. Please call our Customer Service team on 0800 252248. If you don't have a GRN with the goods, we will still try our best to help you in any way we can.

  • We use DPD, the UK's leading parcel delivery brand.

  • Yes we will, unless it's a residential address in which case we may collect a little earlier or later than usual business hours.

  • Call our Customer Services team on 0800 252248 quoting your Goods Return Number and ask to rearrange the collection. Please note, if we try to collect your goods and there's no answer, we may need to charge for a reattempt.

  • If you don't have a credit account with us, this will depend upon whether we hold your card on our system. If we don't have your card saved on our system we'll call you to organise a refund. If we do hold your card on our system, then you'll receive your refund on the next weekly payment run.