Refund & Return Policy

At Serenity Stitch Co, each order is created and prepared with care, and we want you to feel confident in your purchase. If something isn’t right with your order, please contact us within 14 days of delivery so we can help.

Personalized Items

Personalized and custom-made items are created especially for you using the details provided or selected when your order is placed. Because of their custom nature, personalized items are final sale and are not eligible for standard returns, refunds, or exchanges.

Personalization includes selections or information such as:

• Font
• Thread color
• Names, spelling, dates, or other personalized text
• Capitalization
• Other customization details selected or entered when ordering

Please review all personalization details carefully before placing your order.

If we make an error or your personalized item arrives damaged, defective, or with a quality issue, please contact us within 14 days of delivery. We’ll review the issue and work with you on an appropriate solution.

Returns

We accept returns on eligible non-personalized items when you contact us within 14 days of delivery.

To be eligible for a return, the item must be unused, unwashed, and in its original condition. Your order number or other proof of purchase is also required.

To start a return, contact us with your order number and the item you would like to return. Please wait for return instructions before sending anything back.

For standard returns, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.

Refunds

Once your return is received and inspected, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank or credit card provider to process and post the refund to your account.

Exchanges

We accept exchange requests for eligible non-personalized items when you contact us within 14 days of delivery.

Items must be unused, unwashed, and in their original condition. Exchanges are subject to current product availability, and we cannot guarantee that a requested size, color, or style will be available.

If you would like to request an exchange, contact us with your order number and the item you would like to exchange.

Personalized items are not eligible for standard exchanges.

Sale & Clearance Items

Sale and clearance items are final sale and are not eligible for standard returns, refunds, or exchanges.

This does not apply if your item arrives damaged, defective, incorrect, or with a quality issue.

Damaged, Incorrect, or Defective Items

We take great care in creating and preparing each order. If your item arrives damaged, defective, incorrect, or with a quality or craftsmanship issue, please contact us within 14 days of delivery.

When contacting us, please include your order number, a brief description of the issue, and photos when applicable.

We’ll review the issue and work with you on an appropriate solution, which may include a replacement or refund.

If a return is required because of an error on our part or a qualifying issue with your item, Serenity Stitch Co will cover the return shipping cost.

Order Changes & Cancellations

If you need to make a change or cancel your order, please contact us as soon as possible after placing it.

We’ll do our best to accommodate your request before production begins. Because personalized items are made specifically for you, changes or cancellations may no longer be possible once your order has entered production.

Lost or Damaged Packages

If your package appears to be lost in transit or arrives with shipping-related damage, please contact us with your order number so we can help determine the appropriate next steps.

If a package is marked as delivered by the carrier but has not been received, an investigation with the shipping carrier may be required before we can determine the appropriate resolution.

Contact Us

If you have any questions about your order or this policy, we’re happy to help.

Email: support@serenitystitchco.com