Returns and Exchanges

Returns and Exchanges Policy

Last updated: January 9, 2026

At Thread & Ember, we want you to be completely satisfied with your purchase. Please review our policy below regarding returns and exchanges.

Digital Assets

No refunds will be given for digital assets. Due to the nature of digital products, all sales of digital files, downloads, and digital assets are final. Once a digital product has been delivered, it cannot be returned or exchanged.

Physical Products

Since all physical products are made to order and/or personalized specifically for you, we do not accept returns or exchanges except in the following circumstance:

Damaged in Transit

If your item arrives damaged during shipping, we will gladly replace it or issue a refund. To qualify for a replacement or refund due to transit damage, you must:

  • Contact us within 7 days of receiving your order
  • Provide photographic evidence of the damage
  • Provide photos of the packaging showing the damage occurred during transit
  • Include your order number in your communication

Quality Issues

If you receive an item with a manufacturing defect or quality issue that is our fault, please contact us within 7 days of receipt with photos of the issue. We will review each case individually and work with you to make it right.

Order Errors

If we made an error with your order (wrong item, wrong personalization, etc.), please contact us immediately. We will correct our mistake at no additional cost to you.

How to Contact Us

To report a damaged item or quality issue, please contact us with:

  • Your order number
  • Clear photos of the item and issue
  • A description of the problem

Processing Time

We will review all claims within 2-3 business days and respond with next steps. Approved replacements will be processed as quickly as possible.

Please note: Because our products are made to order and personalized, we cannot accept returns due to buyer's remorse, change of mind, incorrect sizing, or incorrect personalization details provided by the customer. Please review your order carefully before completing your purchase.