Return Policy

We truly want you to love your Ailuros Embroidery piece. Each item is crafted with care, and we stand by the quality of our work. If something isn’t right, we’ll do our best to make it right — kindly and fairly.

You have 15 days after receiving your order to request a return or exchange. Please email us at ailuros.embroidery@gmail.com to get started.

When Returns Are Accepted

• We gladly accept returns for items that are defective or incorrect.
• If your item arrived damaged during shipping, please contact the shipping carrier directly to file a claim. We’ll happily provide all necessary information and documentation to help you resolve it quickly.

To qualify for a return, your item must be in the same condition that you received it — unworn, unused, with tags, and in its original packaging. Please also include your receipt or proof of purchase.

Shipping Costs

• For defective or incorrect items, we’ll cover the cost of return shipping.
• For all other returns or exchanges, the customer covers shipping costs (both to us and back to you).

How to Start a Return

1. Email ailuros.embroidery@gmail.com with your order number, a brief description, and photos if applicable.
2. We’ll confirm if your return or exchange is approved and provide detailed instructions.
3. Once approved, send your item to the address below. Items sent without prior approval cannot be accepted.

Ailuros Embroidery
3917 38a Ave
Red Deer, AB
T4N 2V3
Canada

Exchanges

We’re happy to offer exchanges for non-customized items. If your item wasn’t personalized just for you, we can exchange it — simply cover the shipping to and from our studio. Please contact us first to confirm availability and next steps.

Custom and Non-Returnable Items

Customized and personalized items are made especially for you and cannot be returned or exchanged unless they arrive defective or incorrect. We also cannot accept returns for sale items, gift cards, perishable goods, or personal care products. If you’re uncertain whether your item qualifies, please reach out before sending it back.

Damaged Orders During Delivery

If your order was damaged during delivery, please contact the shipping company directly to file a damage claim. We’re happy to provide all necessary documentation, photos, or order details to support your case — just email us and we’ll help however we can.

European Union Customers

If your order is shipped to the European Union, you have a 14-day cooling-off period. You may return your order within 14 days for any reason, provided the item is returned in its original, unworn condition with proof of purchase.

Refunds

Once we receive and inspect your return, we’ll notify you by email about the status of your refund. Approved refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed since your refund was approved, please contact us at ailuros.embroidery@gmail.com and we’ll follow up promptly.

We know every piece we make carries meaning, and we’re committed to making your experience a positive one — from the first stitch to the last detail. 🖤