Refund policy

Return & Refund Policy

This Return & Refund Policy explains the rights and responsibilities relating to returns, cancellations, refunds, and order fulfilment for Heirlooms by Em.

Customers have a statutory right to cancel and return eligible items within 14 days of delivery. This right does not apply to personalised or made-to-order items, in accordance with EU consumer law.

 

Lead Times for Custom Orders

All personalised pieces are handcrafted to order. Standard lead time is 10–21 days from receipt of final artwork, handwriting, or digital files.

Lead times may vary during peak periods (e.g. Christmas or wedding season). Any extended lead times will be communicated prior to purchase.

Production begins only once all required materials (handwriting, drawings, venue photos, text and approvals) have been correctly submitted.

Personalised & Made to Order Items

All personalised and made to order pieces including handwriting embroidery, drawings, venue artwork, wedding heirlooms, and custom framed pieces are final sale.

Returns, exchanges, or refunds cannot be offered for:

  • Change of mind
  • Incorrect information, text, or handwriting supplied by the customer
  • Minor variations in stitch style, thread tone, spacing, or fabric texture
  • The inherent nature of handmade products

Under Irish and EU consumer legislation (Directive 2011/83/EU, Article 16(c)), personalised or made-to-order goods are exempt from the 14-day right of withdrawal, unless faulty or damaged.

Non-Personalised Items

For items that are not personalised or made to order, customers have the right to cancel or return their purchase within 14 days of delivery, in accordance with EU consumer law.

Returned items must be unused, in their original condition, and securely packaged.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Refunds will be issued once the returned item has been received and inspected.

Damaged or Defective Items

If your order arrives damaged or faulty, please contact hello@heirloomsbyem.com within 48 hours of delivery and include:

  • Clear photos of the damage
  • Photos of the packaging
  • Order number and full name

If damage or fault is confirmed, a replacement or refund will be offered.

Incorrect Items

If an incorrect item is supplied, return shipping will be covered and a replacement will be issued once the item is returned.

Cancellations

Orders may be cancelled within 8 hours of purchase, provided production has not begun.

Once digitising, embroidery, artwork, or framing has commenced, cancellations cannot be accepted.

Lost Parcels

If a parcel is confirmed lost by the carrier, a replacement or refund will be issued once the carrier claim process is complete.

Collection Orders

Collection orders must be collected within 30 days of being marked ready. After this period, storage cannot be guaranteed and the order will be considered fulfilled.

Statutory Rights

This policy does not affect your statutory rights under Irish and EU consumer law.

Contact

All returns enquiries can be sent to hello@heirloomsbyem.com