Terms & Conditions



Making a Purchase

At Downwest Embroidery we respect your privacy and do our utmost to protect your details. We will never sell your details to anyone, nor use them without your consent to bombard you with marketing information from ourselves, or other third parties.

Our online card transactions are handled via Paypal.

We are committed to protecting your privacy and promises only to use information collected about you in accordance with the Data Protection Act 1998. We will never disclose your information to third parties.

When placing an order with us, you may submit personal information such as your name, phone number, postal address, email address and contact details. We may also record which items you buy as well as track customer traffic patterns and other site usage data. This information will be kept securely in accordance with our internal security policy and would only ever be used to:

– Remember your details so you do not have to enter them again the next time you visit

– Process your order

– Help fraud prevention i.e. we check card details with our credit agency and reserve the right to refuse orders on that basis

– Administer prize draws and newsletters

By placing an order and submitting your data you agree to this use.

We aim to treat our customers as we would like to be treated and we would like to keep these terms and conditions as simple as possible. Your statutory rights covered by the consumer protection law are not affected by anything here.


We will automatically confirm your order by an auto generated paypal acknowledgement. We will contact you if there are any issues with your order. We may also communicate with you, occasionally, to make you aware of any latest news or special offer that we may have. If you would prefer to not receive these communications then please let us know.


Should you be unhappy in any way with any aspect of the service or products you receive from us then please contact us and we will do everything reasonable to resolve any issues).

Data Privacy

We do not share your data with any other company for any marketing purposes and will not do so. Information about you as a customer and the orders you have place is held in our database. We can, if you require, supply a copy of all the data we hold about you and are happy to remove your details from our system should you request that we do so. We do not store credit card details nor do we share customer details with any 3rd parties.


Through the website we accept immediate payment using Paypal. Please note it is possible to pay using a credit card or debit card through Paypal without having a Paypal account. If you would prefer to pay by bank transfer just contact us and we can arrange this. Orders will not be dispatched until the payment has been cleared.

Supply of Goods

When you purchase something from us we aim to dispatch the items within 3 working days. However in the unlikely event that we cannot dispatch your order we will contact you and give you an estimate of delivery time.

Return Policy

Whilst we hope clients are delighted with our products that they purchase or we are commissioned to create, in line with distance selling regulations, 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. Clients are responsible for repacking and paying courier costs for the return of any items we have upcycled and we ask clients to provide specific dates and times delivery will take place. Personalised items cannot be returned.

Returns Address

Downwest Embroidery Ltd, Cornwall, UK (please contact us for our full postal address).