Refund policy

At Q’tees & Moore, many of our products are handmade, personalized, embroidered, and made to order. Because these items are created specifically for each customer, we have specific guidelines regarding returns, exchanges, and refunds.

Custom & Personalized Items

Custom, personalized, embroidered, and made-to-order items are generally not eligible for returns, exchanges, or refunds due to a change of mind, incorrect size selection, or customer preference.

Because these products are made specifically for you, we cannot always resell them to another customer.

Please carefully review your order details before submitting your purchase, including:

Name and spelling
Monogram or initials
Design selection
Thread colors
Product color
Size
Quantity
Other personalization details

If We Make a Mistake

We want you to be happy with your order. If we make a mistake when creating your item, such as incorrect personalization, incorrect design, or another error that does not match the order you placed, please contact us as soon as possible.

If the issue is determined to be our error, we will work with you to provide an appropriate resolution, which may include correcting, replacing, or refunding the affected item.

Damaged or Defective Items

If your item arrives damaged or has a manufacturing defect, please contact us within 7 days of delivery.

Please provide:

Your order number
A description of the problem
Clear photographs showing the damage or defect

We will review the issue and determine the appropriate resolution.

Damage caused by normal wear and tear, improper care, misuse, accidents, or alterations made after delivery may not qualify for a replacement or refund.

Incorrect Item Received

If you receive an item that is different from what you ordered, please contact us within 7 days of delivery so we can review the issue and work toward a resolution.

Changes or Cancellations

Because many of our products are made to order, orders may begin production shortly after they are placed.

If you need to make a change or request a cancellation, please contact us as soon as possible. We cannot guarantee that changes or cancellations can be made once an order has entered production.

Once a personalized or custom item has been completed, cancellation may no longer be possible.

Non-Custom Items

For items that are not personalized or made to order, returns may be considered on a case-by-case basis.

If a return is approved, the item must generally be unused, unworn, unwashed, and returned in its original condition and packaging.

Customers may be responsible for return shipping costs unless the return is due to an error on our part or applicable law requires otherwise.

Refunds

If a refund is approved, the refund will generally be issued to the original payment method.

Processing times for refunds may vary depending on your payment provider or financial institution.

Shipping charges are generally non-refundable unless the return is due to an error on our part or otherwise required by applicable law.

Sale Items

Sale, clearance, promotional, or discounted items may be subject to additional return restrictions. Any applicable restrictions will be stated at the time of purchase.

If you have a question or concern about your order, please contact us before sending anything back. Please do not mail a return without receiving return instructions from Q’tees & Moore.

We are a small handmade business and truly appreciate the opportunity to make your order special. We will always do our best to work with you when there is a genuine problem with an order.