Returns and Exchanges
Items can be returned or exchanged within 28 days of receipt provided the items are still new and unworn in original packaging (excludes personalised kit).
Please note personalised kit is non-refundable from point of order.
If you think you have made a mistake please contact us within 24 hours of placing your order. Personalised kit can only be exchanged/refunded if faulty.
Faulty items can be returned for an exchange or refund within 42 days of purchase. If an item is faulty and you purchased it more than 42 days ago, it is our aim to get the problem put right as quickly as possible. We may offer a replacement item, a price reduction or a refund.
Certain items listed on our website are not available for a refund or exchange and will be marked as such on their individual product pages. Please make sure you to check to see if your product is available for a refund/exchange before purchasing.
When returning items for an exchange or a refund please ensure you also enclose the returns form so our team can quickly assist you with your request. A returns form should have been included with your delivery, but if not you can print one here.
Items returned with incorrectly completed returns forms or returns forms with missing information will not be processed. Please make sure you fill out the form correctly before returning.
If you are returning any items, once the return has been accepted the funds will be deposited back into your account within 5 working days.
If you wish to discuss a return or report a product as defective then please contact us via email ensuring you have your order reference number to hand.
All returns should be sent to:
Black Mountain Embroidery Solutions
JS Carpets (second floor)
Ross on Wye
If you need to cancel or amend your order that has not yet been dispatched please contact us as soon as possible. Due to our quick turnaround times we cannot guarantee that a refund/cancellation for personalised items will be provided however we will always try and offer the best solution possible.