Refund policy
Shop pieces (designs from our shop, made to order)
If you change your mind, you can return a shop piece within 14 days of receiving it. It must be unused and in its original condition.
- Email sultanistitches@gmail.com within 14 days with your order number, saying you'd like to return it.
- Post it back within 14 days of emailing us. You pay the return postage, and we recommend a tracked service.
- Once it arrives back with us, we'll refund the item price within 14 days to your original payment method.
Custom orders and commissions
Custom pieces are made to your own design or brief, so we can't accept returns for change of mind. We share progress photos along the way so you can ask for changes before the piece is finished.
Damaged, faulty or wrong items (all physical orders)
If your order arrives damaged, faulty or isn't what you ordered, email sultanistitches@gmail.com within 14 days of receiving it, with your order number and a photo. We'll replace, repair or refund it, and we cover any return postage.
Digital PDF patterns
PDF patterns are digital downloads, so they can't be returned or refunded once downloaded. If a file is broken, won't open or has a mistake, email us and we'll send a corrected file or a refund.
Refund timing
Approved refunds go back to your original payment method. Your bank may take a few extra days to show it.
Questions
Email sultanistitches@gmail.com. We usually reply within 24 hours.