Valentines day gift Personalized Heart and Puzzle with Roman Numeral Embroidered Matching Couple Sweatshirt

Return and Refund Policy

All customized products are unique and personalized. Because they are customized, they cannot be resold after return, therefore returns and exchanges are not accepted. Once order confirmation, we will begin production and customization immediately. Once production begins, personalized details (including size selection, color selection, customized patterns, and other customized content) cannot be changed. Therefore, if you need to modify the customization information after placing your order, please contact us immediately: support@embroiderely.com

However, if the error is caused by our production or operational mistakes, we will promptly arrange a brand new replacement or a partial refund. The processing time for a brand new replacement is 7-20 business days. Partial Refund Policy: Please note that in this case, we cannot offer a full refund, but will offer a partial refund (10%-30%). Since customized items are made specifically for you, they cannot be resold or transferred to other buyers. Thank you for your understanding.

Refund preparation time:1-5 business days
Refund arrival time:6-10 business days

Note: If you paid shipping fees of $7.99 or $16.99 at the time of purchase, the refund amount will be the total order amount minus the shipping fees of $7.99 or $16.99.

If you did not pay shipping fees at the time of purchase, and your order qualifies for free shipping on orders over ¥59, the refund amount will be the total order amount minus the shipping fees of $7.99.

Order Cancellation Policy

Once your order is locked and production is confirmed (production will begin 12 hours after order placement), we will no longer accept cancellation or modification requests. All personalized orders will be produced immediately after checkout, therefore no modifications can be made. We strongly recommend that you carefully review all information before payment, including customization requirements, size specifications, and shipping details.

Exchange Request Process

To submit an exchange request, please send an email to our customer service email address: support@embroiderely.com, and attach the following information:

• 1. Your order number and the email address used when placing the order
• 2. A photo or video clearly showing the product defect
• 3. Printing defects: A photo clearly showing the area of the printing defect
• 4. Size discrepancies: Attach photos of a measuring tape, ruler, or other measuring tools to show the actual dimensions

Our customer service team will carefully review your request. Once your application is verified and approved, we will send you a replacement item free of charge (7-20 business days). We believe product replacement is the best solution for quality and production issues, therefore we do not offer full refunds.

Important Note

We do not offer free replacements for issues caused by customer negligence (e.g., incorrect or incomplete shipping address). A shipping fee of $7.99-$16.99 will be required to create a new product. Please carefully check your shipping information before checkout to avoid delivery failure.

The actual product you receive may have slight visual differences from the online images (within 20% error). This slight color and detail deviation is due to shooting light, shooting angle, and the screen display parameters of different electronic devices.

Paid Replacement Service

We offer a low-cost replacement service for specific situations, requiring only a small additional fee, ranging from $7.99 to $16.99, significantly lower than the original product price. This service is available if you receive the wrong product, style, or size due to incorrect information. When purchasing the paid replacement service, you do not need to return the original item.

We value every customer and are committed to providing you with a pleasant and satisfying shopping experience. Thank you for choosing our brand and entrusting us with your personalized order. We are honored to create a unique, customized product for you!

For any further questions or professional assistance, please feel free to contact us via email: support@embroiderely.com

Tip: Free shipping applies when you purchase two sweatshirts or two hoodies.

1. Customize the first sweatshirt → click “Add to Cart” (do not checkout).

2. Customize the second sweatshirt with different specs → click “Add to Cart” again.

3. Go to your cart and complete one checkout for both items together.