Question 1

Where are you located?

Accepted Answer

We are located in Logan City in sunny Queensland Australia.

Question 2

What is your refund policy?

Accepted Answer

Returns and Refunds
We take great care to ensure your items are packed and sent in perfect condition. If your order arrives faulty, damaged, or not as described, we are happy to offer a refund or exchange in line with Australian Consumer Law.
Faulty or Damaged Items
Please contact us within 7 days of delivery if there is an issue with your order.
If a return is required:
 • Items must be returned within 14 days
 • Items must be unused, in original condition, and in original packaging
 • Return postage must include tracking
If an item is not returned in its original condition, the buyer may be responsible for any loss in value.
Change of Mind
Please choose carefully. We do not offer refunds or exchanges for change-of-mind purchases.
Handmade & Hand-Dyed Items
Many of our products are handmade and hand-dyed. Natural variations in colour, pattern, and finish are part of the process and are not considered faults.
Personalised Products
Due to the nature of personalised and custom-made items, we cannot accept returns or refunds unless:
 • the item arrives damaged or defective, or
 • there is an error made by us (such as a spelling mistake)
Please ensure all names, spellings, colours, and font choices are correct when placing your order. We cannot accept responsibility for errors provided by the buyer once an item has been embroidered.
Your Rights
Nothing in this policy limits your rights under Australian Consumer Law.
Contact Us
If you have any questions about returns or refunds, please contact us via the details on our website.

Question 3

What is the current turn around time for custom embroidered items?

Accepted Answer

Current turn around time for custom embroidered orders is 2-3 weeks. Shipping time is not included in the turn around time.
Items are stitched in the order that payments were made. This time frame does not include ready to ship items, unless you have added a personalised item to your order along with ready to ship items. 
Normally ready to ship items are shipped within 1-3 business days.  Weekends and holidays are not included in these time frames.

Question 4

What if I need my order sooner?

Accepted Answer

Please feel free to send an email to debartdesigns@gmail.com to discuss a rush option. Please note certain times of the year ie as Christmas approaches this may not be an option due to volume of orders.

Question 5

Do you do custom items?

Accepted Answer

Yes, we often do custom items and love doing them.   Please feel free to email debartdesigns@gmail.com to discuss your custom item.

Question 6

What if I need to change an item that was ordered?

Accepted Answer

All orders should be thoroughly checked before payment to insure invoice and or carts are correct. Should you require to change an item please email debartdesigns@gmail.com within 24 hours of paying for your order.

In the case of personalised items We will email design proofs for personalised items for your approval before processing your order. Please check details and all spelling is correct. Once approval is given Debart Designs Embroidery take no responsibility for mistakes made due to customer error.

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