Refund Policy

The short version

You have 30 days from the day your order arrives to request a return. You pay the return shipping. Once the item is back with us and in its original condition, we refund the price you paid for it.

How to start a return

Email hmfs-orders@hmfantasticstitches.com within 30 days of delivery, with your order number and what’s wrong. Please wait for our reply before posting anything back— we’ll confirm the return address and, quite often, sort the problem without you needing to send anything at all.

Condition

Items should come back unused and in the condition they arrived in. Because everything is handmade, small variations in stitching, shape and colour are normal and aren’t faults — they’re what makes each piece its own.

If we got it wrong

If your order arrives damaged, faulty, or simply isn’t what you ordered, that’s on us: we cover return postageand you get a full refund or a replacement, whichever you’d prefer. Please send a photo if you can — it usually means we can resolve it immediately.

Digital patterns

Pattern PDFs cannot be refunded once downloaded, because a digital file can’t be returned. If a pattern won’t download, is missing pages, or isn’t what was described, email us — we’ll fix it or refund it.

Custom and personalised orders

Made-to-order pieces in a colour or combination you chose are still covered by the 30-day return above. Genuinely bespoke commissions — something designed specifically for you — can’t usually be resold, so we’ll agree what happens if it isn’t right before we start.

Refund timing

Refunds go back to your original payment method through Square, normally within a few business days of the item reaching us. How quickly it appears is then up to your bank or card issuer.

Questions about any of this? Contact us.