Refund policy

Sentimental Stitches Return Policy

At Sentimental Stitches, each item is custom-made to your specifications, making it a one-of-a-kind keepsake. Due to the personalized nature of our products, we do not accept returns or offer refunds once an order is placed. We ensure that each design is approved by you before proceeding with embroidery, so we are unable to offer exchanges or cancellations after that point.

Order Verification

Before we begin the embroidery process, you will receive an email with a hand-drawn illustration of your pet for review and approval. This step ensures that the final product meets your expectations. Any necessary adjustments can be requested during this stage.

Damaged or Incorrect Orders

If your order arrives damaged or if there has been an error in the embroidery (such as a discrepancy from the approved design), please contact us at sales@sentimentalstitches.co.za within 7 days of receiving the product. We will work with you to resolve the issue and ensure you receive the product as originally designed.

Contact Information

For any inquiries regarding your order, please reach out to our customer support team at sales@sentimentalstitches.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.