We put a lot of care into everything we create and want you to feel truly satisfied with your order.
If your purchase doesn’t turn out as expected, please get in touch and we’ll do our best to put things right.
Because our items are personalised and made to order, we’re unable to accept returns unless there’s a fault with the product or the embroidery. This also applies if the wrong size was chosen, as detailed sizing information is provided before purchase to help you decide. If you’d like extra guidance on sizing, specifications, or product details, just ask. We also recommend ordering a single sample before placing larger or bulk orders, so you can be confident the product meets your needs.
We’re happy to resolve problems if:
The product arrives with a fault.
An error during production means your order doesn’t match the agreed specifications or exceeds the tolerances in our terms and conditions
If this happens, please contact us right away. Once a fault has been confirmed, we’ll offer a replacement, repair, partial refund, or full refund, depending on what’s most suitable.
Under the Consumer Protection Act and Consumer Contracts Regulations, returns rights do not apply to personalised or made-to-order items.
We want your order to be spot-on the moment it arrives. You can help us by:
Ordering in advance and letting us know if you have a deadline.
Double-checking product sizing before purchasing.
Making sure artwork files, measurements, and placement details are correct before approval.
We provide details on each product, and our team is always available to answer questions if you’re unsure.
If you believe your order has a fault:
Contact us within 14 days of receiving it.
Provide evidence - we may request photos, more details, or for the product to be returned for inspection.
Resolution - once a fault is confirmed, we’ll act quickly to resolve it with a repair, replacement, partial or full refund.
Thank you for choosing Merch Mama for your custom merch!
