Refund Policy

Returns
All products are customized and samples confirmed before stitching. Unfortunately we can’t offer you a refund or exchange for custom embroidery service, unless it is internal mistake and refund or credit store will be offered.

All our embroidery service is customized and all orders are confirmed with real stitched sample. we are carefully reviewing all orders and if we have questions we may contact you several times before finalizing stitching. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require"
1) a receipt or proof of purchase.
2) If you are returning an item due to damage upon arrival, include a photograph of the item upon arrival. All items sent are insurance and the photograph will be necessary to send to the shipping company.
Please do not send your purchase back to the manufacturer. If product changed with embroidery or print please contact us first.

We will work with you directly and be sure you are satisfied with final embroidered results to avoid returns.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 7 days after delivery may not be eligible for return. 

Refunds (if applicable)
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, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
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 embroidentity@gmail.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at embroidentity@gmail.com and send your item to:

Embro Identity : 301 Main Plaza Suite#377, New Braunfels, TX 78130 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to:
Embro Identity : 301 Main Plaza Suite#377, New Braunfels, TX 78130 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, it may take more that 16 days for your exchanged product to reach you. Time may vary depends on service we provide.

If you are shipping an item over $25.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.