Refund policy

1. Custom & Personalized Items
  • Final Sale: Due to the personalized nature of custom machine embroidery, items that have been customized with specific names, logos, or designs are non-returnable and non-refundable.
  • Approval Process: We provide a digital proof for all custom orders. Once you approve this proof, the order is considered final.
2. Eligible Returns (Non-Customized Items)
  • Timeframe: You have 30 days from the date of delivery to initiate a return for non-customized products (e.g., blank apparel, thread, or stabilizer).
  • Condition: To be eligible, items must be unused, unwashed, and in their original packaging with all tags attached.
  • Proof of Purchase: A valid receipt or order number is required for all returns.
3. Damaged or Defective Items
  • Our Guarantee: If your item arrives damaged or there is a clear error in the embroidery that differs from your approved proof, we will provide a full refund or a free replacement.
  • Reporting: Please contact us at gilded@gildedllc.com within 7 days of receiving your order with photos of the defect to initiate the process.
4. The Return Process
  • Step 1: Email gilded@gildedllc.com with your order number and reason for return.
  • Step 2: If approved, you will receive a Return Merchandise Authorization (RMA) number.
  • Step 3: Ship the item back to us. Please note that customers are responsible for return shipping costs unless the item is defective.
  • Step 4: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund.
5. Refunds & Processing
  • Method: Approved refunds will be processed back to your original method of payment.
  • Timeline: Please allow 5–7 business days for the funds to appear in your account, depending on your bank.
  • Exclusions: Shipping costs from the original order are non-refundable.
6. Contact Us
For any questions regarding our policy, please reach out to us at:
  • Email: gilded@gildedllc.com
  • Phone: 208-610-6708