Refund policy
Refund Policy
As a small, conscientious business, we operate within a limited budget and dedicate a portion of our proceeds to Ukrainian charitable causes. Every product we sell is custom-made when your order is placed — this minimizes waste, allows us to offer original embroidery designs without warehousing inventory, and keeps our environmental footprint low.
Because of this made-to-order model, all sales are final — we don't accept returns or exchanges for change of mind, sizing errors, or buyer's remorse. We can't restock a product that was specifically produced for you.
That said, we stand behind the quality of every order. If something is genuinely wrong with what you received, we'll make it right.
When we'll replace or refund your order
We offer replacements or full refunds for the following issues, when reported within 30 days of delivery:
- Defective products — printing errors, embroidery thread defects, manufacturing flaws, holes or tears upon arrival
- Wrong item received — we sent you the wrong product, size, or color
- Significant deviation from product description — the item you received differs materially from what was shown on the product page
- Damaged in transit — the package arrived visibly damaged and the product is unusable
Minor variations are inherent to handmade and on-demand production. The following do not qualify as defects:
- Embroidery placement variations within 0.5 inches of the design specification
- Slight color differences between the product image on your screen and the physical product (different screens render color differently)
- Subtle fabric texture or weight variations between production batches
How to submit a claim
- Email us at store@newvyshyvanka.com within 30 days of delivery
- Include your order number in the subject line
- Attach 2–3 clear photos showing the issue, including the item and any relevant packaging
- Briefly describe what's wrong and what resolution you'd like (replacement, refund, store credit)
We'll respond within 2 business days with next steps. Most claims are resolved within one business week.
Refund processing
Approved refunds are issued to your original payment method within 5–7 business days of approval. Depending on your bank or card issuer, the refunded amount may take an additional 5–10 business days to appear on your statement. If more than 15 business days have passed since your refund was approved and you don't see it, please contact us.
Lost or stuck packages
If your tracking number hasn't updated in 7+ business days, or your package is marked "delivered" but you can't find it, contact us at store@newvyshyvanka.com and we'll work with the carrier to investigate.
For domestic US orders: we generally consider a package lost after 15 business days past the expected delivery date. For international orders: 30 business days. Lost packages are eligible for either a free replacement or a full refund at our discretion.
Note that packages marked delivered by the carrier are the carrier's responsibility, not ours. We'll always help you file a claim, but we can't always replace or refund a package that was successfully delivered to your address.
International orders and customs
International customers are responsible for any customs duties, import taxes, or fees levied by their country's customs authority. These are not included in your order total and are not refundable.
If you refuse to pay customs duties and your package is returned to sender or destroyed by customs, we are unable to issue a refund. Please check your country's customs rules before ordering.
European Union customers
Under the EU Consumer Rights Directive, EU customers have the right to cancel an order within 14 days of delivery, for non-personalized items only. Because all of our products are made to order, and many are personalized (Names Collection, custom designs, etc.), this right of withdrawal does not apply to personalized or custom-made goods (Article 16(c) of the EU Consumer Rights Directive).
For non-personalized catalog items, EU customers may cancel within 14 days by emailing store@newvyshyvanka.com. The item must be returned in unworn, unused condition. Return shipping costs are the customer's responsibility unless the item was defective.
Sale items and gift cards
Sale items follow the same defective-product policy as full-price items — if something is wrong with your sale order, we'll make it right within 30 days.
Gift cards are non-refundable and non-exchangeable.
Custom design commissions
Custom embroidery design commissions are subject to separate terms agreed upon in writing before work begins. Once production has started on a custom design, the order is non-refundable. See our Terms of Service for full details.
Questions?
Email us at store@newvyshyvanka.com. We're a small team — typically just one person — and we read every message. We'll get back to you within 2 business days.
Last updated: May 20, 2026