Thank you for shopping with us. All of our products are hand-embroidered and made to order. Please review this policy carefully before placing your order.

Eligibility for returns
We only accept returns for items that arrive defective, damaged, or incorrect due to an error on our part. Returns are not accepted for any other reasons. Because our items are made to order and customized, we do not accept returns due to personal preference, incorrect information provided by the customer, or changes of mind.

Non-returnable items
All made-to-order and customized products are non-returnable unless the item has a manufacturing defect or was sent incorrectly by us.

No exchanges
We do not offer exchanges under any circumstances. If your item qualifies for a return due to our error, the issue will be resolved through a full refund or replacement.

Return request timeframe
If you receive a defective, damaged, or incorrect item, you must contact us within 7 days of delivery. Requests submitted after 7 days may not be eligible for review.

Proof of issue
To process a return request, customers are required to provide clear photos showing the defect, damage, or error. This helps us evaluate the issue and provide a timely solution.

Return label and shipping costs
If your return is approved, we will provide a pre-paid return label. Customers will not incur any additional shipping costs. The returned item can be sent back safely at no cost to the customer.

Refunds or replacements
Once the returned item is received and inspected, we will notify you within 48 hours regarding the approval of your refund or replacement. Approved refunds will be issued to the original payment method, and replacements will be sent at no additional cost. Refunds are typically processed within 7 business days, depending on your payment provider.

Contact us
If you have any questions about refunds or returns, or to submit a return request, please contact us at:

Email: support@estold.com
Business hours: 9:00 AM – 5:00 PM (EST), Monday – Friday