Question 1

Where do you ship from?

Accepted Answer

All orders are shipped from the UK

Question 2

Do you ship internationally?

Accepted Answer

Due to current GPSR requirements, international shipping is temporarily unavailable. This is under review; please feel free to contact me if you would like to discuss options.

Question 3

Will I have to pay custom fees?

Accepted Answer

Defiant Embroidery is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.

Question 4

Can I return a product?

Accepted Answer

Due to the nature of our bespoke and personalised items, we are unable to offer refunds unless the item is damaged. This includes custom-made embroidered brooches, necklaces, ornaments in shells, other personalised items and items on sale or clearance.

Question 5

How do I return a product?

Accepted Answer

If you wish to return an item, you must contact us within 14 days of receiving your order. Once your return is approved, you have a further 14 days to return the item..

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

Question 6

What happens if my item arrives damaged?

Accepted Answer

If your item arrives damaged, please contact us within 7 days of receiving it. We will require clear photos of the damaged item to process your claim. If your item is found to be defective, we will issue a full refund or replacement at no additional cost to you.

Question 7

How will I know my item has been dispatched?

Accepted Answer

You will receive an email to let you know that your item has shipped. It will include your tracking details from Royal Mail

Question 8

How long do you take to process orders?

Accepted Answer

Where possible, orders will be processed within 2 business days (Excluding weekends and holidays)

FAQ

Frequently asked questions