Welcome to Cherubs and Stitches, where we create beautiful babywear and personalised keepsakes made with love. We want every order to be a special experience, so please take a moment to read our shop policies before placing your order.

By placing an order with us, you agree to the terms below.

1. Personalised & Embroidered Items

We offer personalised babywear, gifts and keepsakes, including items embroidered with names, initials and other requested details.

• Please check all spelling, initials, dates and personalisation details carefully before submitting your order.

• We will personalise your item using the details provided at checkout or agreed with you in writing.

• Once personalisation has begun, changes may not be possible.

• Personalised items are made specifically for you and may vary slightly from photographs due to fabric, lighting, thread colours and the nature of embroidery.

• We reserve the right to decline personalisation requests that are unsuitable for the item or cannot be embroidered to a satisfactory standard.

Please note: We cannot accept responsibility for spelling errors or incorrect personalisation details supplied and approved by the customer. However, if we make an error compared with the details you supplied, please contact us so we can put things right.

2. Returns, Refunds & Exchanges

Due to the personalised nature of embroidered products, we generally cannot accept returns or offer refunds simply because a customer has changed their mind, provided the item has been correctly made and is not faulty.

Non-Personalised Items

• We do not offer refunds for non-personalised items returned due to a change of mind. We offer exchanges only, subject to the conditions below.

• Items must be unused, unworn, unwashed and returned in their original condition, with all original tags and packaging where applicable.

• Please contact us before returning an item to arrange an exchange.

• Exchanges are subject to stock availability. If a suitable replacement is unavailable, we will discuss the available options with you.

• Customers are responsible for return postage for change-of-mind exchanges, unless otherwise agreed.

3. Order Processing & Dispatch

Every order is prepared with care and attention to detail.

• Processing times will be communicated at the time of ordering or on our product listings.

• Personalised orders may take longer during busy periods.

• Dispatch estimates are not guaranteed delivery dates.

• If we anticipate a significant delay, we will contact you where appropriate.

• Please ensure your delivery address is correct before completing your purchase.

Once an order has been dispatched, delivery is handled by the chosen delivery service. If your parcel is delayed or appears to be missing, please contact us so we can investigate.

We will continue to meet our legal obligations regarding delivery and any loss or damage for which we are responsible.

4. Payments & Cancellations

Payment must be completed in accordance with the payment options provided when placing your order.

If you wish to cancel or amend an order, please contact us as soon as possible. We cannot guarantee changes once an order has entered production or embroidery has begun.

Where work has already started, we will consider any cancellation request in accordance with applicable consumer law and the work undertaken. Any deposit or payment retained will be subject to the applicable legal requirements.

Nothing in this policy removes any cancellation, refund or other rights you may have under UK law.

5. Product Care & Washing Instructions

To help preserve the quality of your personalised babywear and embroidery, we recommend:

• Following the care label supplied with the garment.

• Turning embroidered items inside out before washing.

• Do not tumble dry any embroidered items 

• Using a gentle wash cycle and mild detergent where suitable.

• Avoiding bleach and harsh cleaning products.

• Avoiding direct ironing over the embroidery.

• Allowing the garment to dry according to its care label.

Embroidery and garments may change slightly with repeated washing and wear. Please follow the manufacturer’s care instructions to help maintain the appearance of your item.

6. Babywear Safety

Your baby’s safety is important to us.

Please inspect all garments and embroidery before use. Do not use an item if you notice loose threads, damaged stitching, loose embellishments or other damage that could present a risk.

Keep packaging, loose threads and any removable decorative components away from babies and young children. Always supervise babies and follow age-appropriate garment and product safety guidance.

Personalised embroidery does not replace the need to follow the manufacturer’s safety instructions.

7. Colours, Fabrics & Product Images

We make every effort to display our products as accurately as possible. However, colours may appear slightly different depending on your screen settings, lighting and the materials used.

Thread shades, garment textures and embroidery placement may vary slightly between items. We will always aim to produce your order in line with the product description and the personalisation agreed with you.

8. Customer Communication

We want every customer to feel valued and confident when shopping with Cherubs and Stitches.

If you have any questions, concerns or issues with an order, please contact us directly. We ask that customers provide their order number and relevant details so we can assist as quickly as possible.

We aim to respond within 24 hours although response times may vary during busy periods 

9. Privacy & Personalisation Details

We only use the personal information you provide for purposes such as processing your order, completing personalisation, arranging delivery and providing customer service, in accordance with our privacy notice and applicable data protection law.

10. Handmade With Love

Each personalised order is prepared with care, and we appreciate your support for our small business.

We reserve the right to update these policies when necessary. Any changes will not remove statutory rights or override terms that apply to orders already placed.

Thank you for choosing Cherubs and Stitches.

We are delighted to be part of your little one’s special moments and to create beautiful personalised pieces for you to treasure. 🤍