Refund policy

Return and refund policy

At North & Ever, every piece is made with care and created specifically for your order. Because our products are made to order, all Custom Collection and Signature Drop purchases are final sale and cannot be returned or exchanged for change of mind, incorrect size selection, colour preference, or style selection.

That said, we want you to be completely happy with what you receive. If something isn’t right, please reach out and we’ll work with you to make it right.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or different from what you ordered due to an error on our part, please contact us within 7 days of delivery.

Please include:

your order number
a brief description of the issue
clear photos showing the item and the problem

Once reviewed, we may offer a replacement, remake, repair, store credit, or refund depending on the situation.

Please do not return an item unless we have provided return instructions.

Custom Collection orders

Our Custom Collection pieces are created from information, images, artwork, wording, colours, locations, dates and other details provided by you.

Because these products are individually created for each customer, they are not eligible for returns or exchanges.

Please review all information carefully before placing your order, including:

uploaded images or artwork
names and dates
spelling
short phrases
location details
garment colour
garment size
personalisation selections

North & Ever may make thoughtful adjustments to artwork, colours, linework and fine details where needed to create a design that works well for embroidery.

If you purchase a digital design proof, you will have the opportunity to review your design before embroidery begins. Once a proof has been approved, changes related to approved design details will not qualify for a return or refund.

Signature Drop orders

Signature Drop products are also made to order and are therefore final sale.

Please review your garment colour, size and selected design style before completing your purchase. Choosing the wrong size, colour or wording style does not qualify for a return or exchange unless the item you receive differs from what was ordered.

Sizing

Please review the size chart and measurement guide available on each product page before ordering.

Because garments are made to order, we cannot offer returns or exchanges for sizing issues caused by selecting the incorrect size.

If the garment you receive is labelled with a different size than the size ordered, please contact us and we’ll make it right.

Natural variations in embroidery

Embroidery is a physical process, and small variations can occur from piece to piece.

Minor differences in thread placement, stitch appearance, positioning, colour interpretation, or the way an embroidered design interacts with the garment fabric are a natural part of the process and do not generally constitute a defect.

For custom artwork and photographs, certain fine details may also need to be simplified or adjusted to create a clean embroidered result.

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because production may begin shortly after an order is placed, we cannot guarantee that changes or cancellations will be possible once design preparation, personalisation, embroidery, or other production work has started.

If we are able to accommodate a cancellation before production begins, we will confirm this with you.

Refunds

If a refund is approved, it will be issued to your original payment method.

Please allow time for your bank or payment provider to process and post the refund after it has been issued.

Original shipping charges are generally non-refundable unless the refund is being provided because of an error by North & Ever or another circumstance where we determine a full refund is appropriate.

Shipping issues

If your package appears damaged upon arrival, please photograph the packaging and item before discarding anything and contact us as soon as possible.

For packages that are delayed, lost, or marked as delivered but cannot be located, please contact us so we can help review the shipment and determine the appropriate next steps.