Return policy

Overview of Policy Pillars

Policy Category	Rules & Eligibility
Change of Mind	Generally not accepted on completed custom embroidery work. If the item is entirely un-personalised or standard inventory, returns may be evaluated at the store's discretion within standard timelines (typically requiring items to be unused, unwashed, and in original packaging).
Damages & Faulty Items	If your order arrives defective, damaged, or contains an error made on the studio's part, you are fully covered under New Zealand Consumer Law. You must inspect the items immediately upon arrival and contact them to arrange a repair, replacement, or refund.
Order Cancellations	Modifications to text, spelling, or thread choices can be freely requested before you approve your digital layout proof. Once the layout is approved, the order cannot be cancelled as it goes immediately to the stitching machines.

What to Do Next

If your item has arrived damaged, contains a defect, or does not match the final proof you approved, you should reach out to us directly with your order number and photographic evidence of the issue. You can lodge an inquiry at pomkiembroidery@hotmail.com