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SHIPPING & RETURNS

SHIPPING POLICY

Last updated: January 15, 2026

Welcome to our shipping policy! Here at Defiant Embroidery, we are dedicated to providing you with a seamless and enjoyable shopping experience. We offer reliable shipping methods, secure packaging, and transparent costs to ensure your complete satisfaction. Your trust is important to us, and we are committed to keeping you informed every step of the way.
Feel free to contact us for any shipping-related inquiries. We are always happy to assist you.

​1. Order Processing Times

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All orders are processed within 2 business days (excluding weekends and holidays). You will receive another notification when your order has shipped. 

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  • If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. We will notify you via email if there will be a significant delay in shipment of your order. 

 

2. Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. All parcels will be sent tracked and are calculated by weight. Any orders received after 2pm on Friday will be sent on the following Monday.

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  • Domestic Shipping (within the UK):

    • Tracked 24

    • Estimated delivery time: Next business day aim

    • Tracked 48

    • Estimated delivery time: 2 business day aim

  • International Shipping:

    • Currently we are only shipping to the UK only due to GPSR requirements. This is currently being reviewed.

 

3. Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email with your tracking number once your order has shipped.

 

4. Customs, Duties, and Taxes (for International Orders)

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. 

 

5. Damages

If you received your order damaged, please contact us immediately at hello@defiantembroidery.co.uk with your order number and a photo of the item's condition. We address damages on a case-by-case basis and will work towards a satisfactory solution. Please save all packaging materials and damaged goods before filing a claim. 

 

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RETURN & EXCHANGE POLICY

Our return and exchange policy is designed to give you peace of mind when making a purchase from Defiant Embroidery. If you  are not completely satisfied with your product, we are here to help. We believe in building trust and confidence with our customers, and our straightforward refund and exchange policy reflects this commitment.


We want you to shop with assurance, knowing that your satisfaction is our top priority. Please don't hesitate to reach out to us if you have any questions regarding returns and exchanges.

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1. Return Period

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.

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2. Eligibility for Returns

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.

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3. Bespoke and Personalised Items

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, and other personalised items.

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4. Damaged Items

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.

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5. Non-returnable Items

The following items are non-returnable:

  • Personalised items

  • Items on sale or clearance

 

6. How to Return an Item

To initiate a return, please email hello@defiantembroidery.co.uk with the following details:

  • Your order number

  • The reason for your return

  • In the case of damaged items, please include clear photos showing the issue

 

Once your return request is approved, we will provide further instructions on how to proceed.

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7. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment.

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