Shipping, Returns & Policy
SHIPPING
Every Cherry Pets order is made just for you. Because each product is personalised and embroidered to order, production timeframes may vary between products. Please check product description for confirmed timeframe for production before your order is dispatched.
Once your order has been shipped, you'll receive a confirmation email with tracking details so you can follow its journey.
Authority to Leave: If the delivery carrier determines it is safe to leave your parcel in a secure location, this decision is made at the carrierโs discretion. Cherry Pets is unable to control or influence where a parcel is left once it has been handed over to the delivery service.
Please ensure your shipping address is correct before placing your order. Your order gets processed as soon as the order is confirmed. Cherry Pets cannot accept responsibility for parcels delivered to the address entered at checkout.
SHIPPING DESTINATIONS
We proudly ship worldwide. We ship mainly with Australia Post, however we can use UPS, DHL and other freight companies on occasion. Standard recommended shipping timeframe:
AU: 1-6 business days
NZ: 2-10 business days
US: 2-15 business days
UK: 2-15 business days
EU: 3-18 business days
CUSTOM & IMPORT
USA, UK & EU: Import, Custom & Tariff fees are covered by us. No need to worry about paying any of these extra fees.
MADE TO ORDER
As our products are personalised to you and made to order, we do not offer cancellations or refunds for change of mind once an order has been placed and confirmed.
Where we agree to a customer requested cancellation after work has commenced, we may offer a partial refund, retaining costs for artwork, digitising, revisions or other work already completed.
CHANGES TO ORDERS
Once an order has been placed, we are unable to make changes to any of the product selections or specifications. This includes, but is not limited to, colour, size, product style, personalisation options, or other selections made at checkout.
Orders are sent directly into our production system based on the selections submitted at the time of purchase, and we are unable to manually alter these once the order has been placed.
ART APPROVALS
Complimentary artwork approvals must be approved or changes requested within 24 hours of being sent. They will be sent to the email address provided at checkout. It is the customer's responsibility to monitor their inbox, including their spam or junk folder. If we do not receive a response within this timeframe, we will proceed with production using the artwork provided. Requests for changes after 24 hours has commenced may not be possible.
If you wish to use a different photo after the artwork has been completed, a $15 digitising fee will apply to create a new embroidery file.
Our embroidery portraits are designed to closely replicate your chosen reference photo. While we aim to capture your pet's unique features and likeness as accurately as possible, embroidery is an artistic medium and will never be an exact replica of the original photograph.
Artwork approvals are intended to confirm that your embroidery design matches your chosen reference photo as accurately as possible before production. This allows us to correct any genuine errors or details that may have been unintentionally missed during the digitising process.
Any requests to alter your pet's features, proportions, markings, expression, or add or remove details that differ from the original image will incur a $15 digitising fee for the creation of a new embroidery file.
Embroidery Colour Matching
All embroidery thread colours are selected to closely match the colouring shown in the original reference photograph provided by the customer, rather than the colours displayed in the digital artwork preview.
Please note that digital mock-ups are intended for design approval and are not an exact representation of the final embroidery thread colours. Colours may appear different in the finished embroidery due to thread texture, stitch direction, lighting and screen display settings.
It is the customer's responsibility to provide a clear, well-lit reference photograph that accurately represents their pet's colouring and the colours they wish to have embroidered.
If your pet's colouring appears different in the photograph due to lighting, shadows, filters or image quality, these differences may be reflected in the final embroidery. Our team will use the reference photograph supplied at the time of ordering as the primary guide when selecting embroidery thread colours.
Minor variations in colour, shading, stitch texture and fine details between the digital mock-up and the finished embroidery are a normal characteristic of the embroidery process and do not automatically constitute a production fault.
RETURNS
As every Cherry Pets item is custom made and personalised specifically for you, we are unable to accept returns on custom orders including:
- Change of mind
- Incorrect sizing
- Personal preference
- Errors in customer-supplied information (including uploaded photos, names or addresses)
Please double-check all personalisation details before completing your order.
For non-custom orders, we offer returns for store credit. Return requests must be lodged within 10 days of the delivery date. Store credits have a 2 year expiry date. Items must be returned in their original condition with tags attached. To start a return, please contact us at hello@cherryembroidery.com with your order number.
If your order arrives damaged or you believe you've received the wrong item, contact us within 2 days of delivery with your order number and a clear photo + video of the issue.
As with all clothing and accessories, the appearance and condition of products may change over time depending on wear, handling, storage, age and environmental exposure.
Metal hardware may experience discolouration, tarnishing or oxidation over time, particularly when exposed to moisture, humidity or unsuitable storage conditions.
Cherry Pets is not responsible for deterioration or damage resulting from improper care, misuse, accidental damage, machine washing, excessive moisture exposure or reasonable wear and tear.
Products are not guaranteed to remain in their original condition indefinitely. As products age and experience regular use, natural deterioration is expected and is not necessarily considered a manufacturing defect.
Any concerns raised after delivery will be assessed individually, taking into consideration the time elapsed since delivery, product condition, usage, care and the nature of the reported issue.
Cherry Pets reserves the right to request photographs and videos or inspect returned items before determining an appropriate resolution.
LOST OR DELAYED PARCELS
Once an order has been handed to the shipping carrier, delivery times are outside of our control.
If your parcel appears delayed or lost, we'll gladly assist you in lodging an enquiry with the carrier and help however we can throughout the process.