We want you to love your Tidal order!

Because our custom pieces are made specifically to your requirements, custom-embroidered products are not eligible for returns, refunds or exchanges.

If there’s an issue with the quality of your item or something has been embroidered incorrectly or doesn’t match your customisation, please contact us at tidalembroideryau@gmail.com within 7 days of receiving your order. We’ll be happy to work with you to resolve the issue and, where appropriate, redo any customisation that is incorrect or faulty.

When getting in touch, please have your order number ready so we can help you as quickly as possible.

Please note that digitisation fees are non-refundable once our design team has created your artwork, mock-up or embroidery file. This fee covers the time and labour involved in converting your artwork, logo or custom design into an embroidery-ready file, regardless of whether you choose to proceed with production.