Refund and Return Policy

Last updated: September 21, 2026

We want every order to arrive as described. Please read the policy below before purchasing, especially for customized or livestream-selected products.

Returns for standard products

You may request a return within 30 days after delivery. The item must be unused, unworn, and in its original condition and packaging. To request a return, email 903328911@qq.com with your order number and reason for the return. Items returned without prior authorization may not be accepted.

Customized and personalized products

Products made, selected, engraved, altered, or packed according to a customer's customization notes or livestream instructions are not eligible for a change-of-mind return. If a customized item arrives damaged, defective, or different from the confirmed order, contact us within 7 days after delivery with photos or video. We will review the case and offer an appropriate replacement, partial refund, or full refund.

Damaged, defective, or incorrect items

Please inspect your order after delivery. If an item is damaged, defective, or incorrect, contact us within 7 days with your order number and supporting photos or video. When the issue is confirmed, Ember & Stitch will cover the approved return or replacement shipping cost.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping and any related customs charges. We recommend using a trackable shipping method. For confirmed damaged, defective, or incorrect items, we will provide the appropriate return or replacement instructions.

Refunds

After an approved return is received and inspected, we will notify you of the result. Approved refunds are issued to the original payment method, including PayPal where applicable, within 10 business days. Your bank or payment provider may require additional processing time.

Order cancellation and customization changes

Contact us as soon as possible if you need to cancel or change an order. We can approve a cancellation or change only before production, customization, or livestream packing begins. Once work has started, cancellation may not be available.

Contact

Email: 903328911@qq.com
Return address: No. 25, Yongtai Guanting East Street, Shanghai 510000, China