Refund policy

Can I Return It?

Personalised and made-to-order* items cannot be refunded unless we have made an error, or the item is faulty. Ordinary non-personalised items can be returned within 30 days for a refund or exchange.**

Return Instructions

To initiate a return, simply send the item back to us.

Customer Service
Duncan Stewart Textiles
Unit 1 Easting Close
WORTHING
BN14 8HQ

Customised Products

*As a small business, our products are embroidered, laser-engraved, or debossed to order, and we do not hold stock that has been designed prior to ordering. For our standard product designs, we can usually accept returns unless the item is discontinued or has more than one variation. For example, robe colours and sizes with standardised text such as 'Bride' cannot be returned as these are embroidered to order, not pre-made.

Gift Returns

**Gifts: If you are returning a product that has not been personalised or had a design added, we will accept returns up to 30 days from the date of the relevant gifting holiday (Christmas, Hanukkah, etc). For birthday gifts, we strive to be reasonable where possible, but sale or discontinued products cannot be returned after 30 days.

Buyer's Remorse?

Our workshop staff sometimes work extended hours, including weekends, which means we cannot always cancel an order as it may have already been processed. Please email us stating your order reference number and postcode, and our team will do their best to support you.

If we are able to cancel your order, refunds can take up to 5 working days to process back to you, depending on the payment method and your bank.

Our Bad?

We do our best to provide quality products that meet the expectations of our customers. If your order has a fault or mistake, please let us know within 30 days of delivery, and we will be happy to work towards a resolution for you.

Email us with your name, order reference, and postcode. Pictures are really helpful. Our team will get back to you ASAP.

Email: customerservice@duncanstewart.co.uk

Not Satisfied?

If you are not satisfied with our service, please feel free to email our company directors:

Andrew: andrew@duncanstewart.co.uk

Fraser: fraser@duncanstewart.co.uk