Return & Refund Policy

Last updated: 14 November 2025

Thank you for choosing our handcrafted and personalized embroidery products. Because each item is made to order in Switzerland, our return and refund conditions are defined as follows:

1. General Policy

All products are custom-made and often personalized specifically for each customer.
For this reason, we do not accept returns, exchanges, or refunds for any items, except in the event of defects or errors caused by us.

Please ensure all personalization details (names, colors, designs, measurements, etc.) are correct before completing your order.

Return shipping costs are at your expense.

2. Defective or Incorrect Items (Swiss Law Reference)

Upon receiving your order, you must inspect the item as soon as possible.
In accordance with the Swiss Code of Obligations (Art. 201 and 210 CO), any defects must be reported within 5 business days of delivery.

To report a defect, please contact us with:

A detailed description of the issue
Clear photos of the product and packaging
Your order number

If the defect is confirmed and attributable to us, we will provide one of the following solutions:

Repair of the product
Replacement
Refund (in cases where repair or replacement is not possible)

We reserve the right to choose the appropriate remedy based on the situation.

3. No Returns for Non-Defective Items

Due to the nature of custom and personalized production:

We do not accept returns
We do not offer exchanges
We do not issue refunds
for items that are free of defects, even if the customer changes their mind.

4. Damage During Transport

If an item arrives damaged due to shipping, please notify us within 5 business days with photos of the damage and packaging.
We will assist you in initiating a claim and determining the appropriate solution.

5. Lost or Delayed Shipments

While we are not responsible for delays caused by postal services or customs, we will support you by initiating an investigation if your shipment appears lost or excessively delayed.

6. Refund Processing

Refunds are only issued in cases approved under the defect policy above.
Once approved, refunds are processed using the original payment method. Processing time may vary depending on your bank or payment provider.

7. Contact Information

For questions regarding defective items or refund eligibility, please contact us at:
graceandbloomatelier@gmail.com