If at any point prior to approving your proof, you need to cancel you order, please reach out. If you have already approved the proof and something came up, please let us know as soon as possible. It is not common, but in some cases we can still cancel the order.
We are a small business, and unfortunately, that means that we are charged payment processing fees for both your initial order, as well as any refunds we process. Basically we can't refund money that we did not receive since it went to the payment processing company. Because of this, a small cancellation fee (usually around 6.5%) is applied to cancellations to cover this expense.
If any graphic work has been done, the fee for the graphic design is also retained due to the work that goes into digitizing and creating proofs. Cancellations requested after 30 days from purchase with be converted to shop credit and can be used in full towards a future order.
Once the item is received, we cannot offer refunds on custom orders. This is why we go through the proofing process prior to stitching to ensure that everything is correct. If you ordered a premade and need to exchange it or return it unused, please reach out so we can assist you with this process.