At Elite Embroidery, customer satisfaction is our top priority. To ensure all requests are handled accurately and documented for quality control, all returns, shortages, or faulty item reports must be submitted via email.
1. Reporting Issues (Shortages & Faults)
If there is an issue with your order, please contact us at sales@eliteembroidery.co.uk within the following timeframes:
- Shortages: Must be reported within 24 hours of collection or delivery.
- Incorrect or Faulty Goods: Must be reported within 7 days of receipt.
Note: Our team is instructed that all claims must be documented via email. If you call to report an issue, you will be asked to follow up in writing to ensure your request is officially processed.
2. Non-Returnable Items
Due to the nature of our business, certain items cannot be returned:
- Customised Items: We cannot accept returns on items that have been decorated (embroidery or print) unless the garment itself is faulty. Please double-check your designs and sizes before submitting your order.
- Hygiene-Sensitive Items: For health and hygiene reasons, we cannot exchange or refund PPE, underwear, lingerie, hosiery, or swimwear. These are only eligible for return if they are faulty, or if hygiene strips/tags are intact and original packaging is unopened.
3. Return Conditions & Process
If you wish to return a non-customised item for any other reason:
- Notification: You must notify us in writing within 28 days of receiving your order.
- Approval: Please do not send items back without prior email acknowledgement from our team.
- Condition: Items must be unworn, in their original packaging, and in a resaleable condition.
- Shipping: The customer is responsible for organising and paying for the return shipping.
- Handling Fees: Please be aware that certain brands may be subject to a restocking/handling fee.
4. Refunds & Replacements
Once your return is received, it will undergo a full evaluation.
- Timeline: Approved refunds or replacements will be processed within 5 working days of us receiving the items.
- Method: Refunds will be issued to the original payment method used for the order.