Delivery & Returns



Delivery & Collections

All collections are from St Austell, Cornwall. Our contact details are provided on the Contact page.
We reserve the right to change our Delivery & Returns policy at any time. Any such changes will take effect when posted on the website (see date at the top) and it is your responsibility to read the terms and conditions on each occasion you commission us or purchase an item from this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions. Please also see our Website Terms & Conditions page.

We endeavour to keep clients appraised of progress during every stage of a purchase or commission.

We endeavour to accommodate client’s wishes with regard to specific delivery/collection dates and times, however a degree of flexibility is required.

Most deliveries take place on time, however if unavoidable delays on collection or delivery days occur, the courier will contact the client direct via text or mobile phone call.


The greatest care is taken in packing and shipping our orders however in the unlikely event an item arrives damaged, please email a photograph or photographs of the damaged items to us within 24 hours of taking receipt.

If an item does not arrive on the specified date or time, please contact us as soon as possible.

Whilst we hope clients are delighted with our products, clients have the right to return their purchases to us within 14 days of the date of receipt, notifying us within that time scale that the item is being returned and why, providing the items have not been personalised.

Clients are responsible for repacking and paying courier costs for the return of any items.

To ensure an audit trail is established, where clients return items to us, they should obtain proof of return to us so that any reasons for loss or damage during transit can be established.

If the products are returned to us in an identical condition to when they were shipped, a full refund will be processed within 3 days of Downwest Embroidery receiving the returned items.