Refund and Returns Policy

Last updated: October 5, 2026

Overview

QING XIU JI creates handmade Su embroidery pet portraits, made to order in Suzhou, China. Because every piece is personalised and produced specifically for you from the photograph you supply, our policy is different from that of a shop selling ready-made goods. This page explains when a cancellation, refund, return or remake is available to you.

1. Made-to-order and personalised items

Each portrait is hand-embroidered after you place your order, using your photograph and the size and options you selected. Personalised, made-to-order items are therefore excluded from ordinary “change of mind” returns.

2. Cancellation and deposit

You may cancel within 24 hours of placing your order for a full refund, provided production has not started. Once you approve the design proof, or once the embroidery work begins, materials and artisan time are committed and the deposit becomes non-refundable.

3. Damaged, defective or incorrect items

If your piece arrives damaged, or is not the item you ordered, please contact us within 7 days of delivery and include photographs of the item and its packaging. We will repair or remake it at no cost to you, and we will not normally ask you to ship the item back — send us the photos and we will take it from there. If we do need the item returned for inspection, we pay the return shipping. If neither repair nor remake is possible, we will issue a full refund.

4. Handmade variation

Su embroidery is worked by hand. Small variations in stitch density, thread shading and finishing are a normal and expected feature of handmade work and are not considered defects. If you are not happy with the result, contact us within 7 days of delivery and we will discuss adjustments, rework or a partial resolution.

5. Returns

  • Because every piece is made to order for you, we do not normally ask you to send personalised items back — we resolve issues by repairing, remaking or refunding instead.
  • If we do ask for a return, the item must be sent back unused, in its original packaging, with a tracked service, and we cover the return shipping when the fault is ours.
  • Please contact us before shipping anything back — we will confirm whether a return is needed, the return address and a reference number for your case.

6. Refund timing

Approved refunds are issued to your original payment method (normally PayPal) within 3 business days of approval. PayPal and card issuers then typically take a further 5–10 business days to post the funds. Deposits, part-payments and balances already paid are refunded on the same basis as the original transaction.

7. Late or missing refunds

If you have not received a refund that we told you was issued, please first check your PayPal balance and your card or bank statement, then contact us and we will investigate with PayPal.

8. Shipping, duties and taxes

Import duties and taxes charged by your country are not refundable by us. Delivery delays caused by carriers or customs are outside our control and are not by themselves grounds for a refund, but we will always help you trace a shipment.

9. How to start a request

Contact us with your order number, a short description of the issue and photographs where relevant:

10. Changes to this policy

We may update this policy from time to time. The version published on this page at the time of your order applies to that order. This policy is published in English, which is the governing language.

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