Refund policy
At Helmsman Stitch Company, custom embroidery should feel exciting, not intimidating. Every order goes through strict quality checks and hands-on review from experienced team members.
Our Guarantee
While custom apparel is typically non-returnable, we proudly stand behind our work. If the items you receive differ materially from your approved artwork, are defective, or arrive after the committed delivery date, you may return the affected pieces for a full refund within 15 days of delivery.
Please contact us before sending anything back so we can process your return quickly and accurately.
Cancellations & Final Sales
Because we do not stock inventory, we trigger a custom garment purchase from our suppliers the moment your order is confirmed.
- Order Changes: Once an order is placed, it cannot be canceled or modified without penalty, as the blank garments have already been purchased specifically for you.
- Final Sale Items: Certain specialty items are designated as "Final Sale" at the time of purchase and are not eligible for return or exchange under any circumstances.
- Restocking Fees: In the event that a cancellation is requestedbefore embroidery begins but after garments have been ordered, a restocking fee (typically 25% of the garment cost) will apply to cover our supplier return costs.
How to Resolve an Issue
If you have any questions or concerns, reach out anytime—you’ll connect with a real person who understands embroidery and can help you sort things out.
To report an issue, use our Contact Us form so we can review your order and get you the best solution fast.