Return & Refund Policy

At Miller Grey Heirlooms, every item is made with care and attention to detail. Because many of our products are personalized and custom embroidered, we are unable to accept returns or exchanges on most orders. Please review all order details carefully before completing your purchase.

Custom & Personalized Items

All personalized and custom embroidered items are final sale.

This includes:

• Names, monograms, initials, and custom text

• Custom embroidery designs

• Team or school apparel

• Custom color selections

• Made-to-order items

We cannot accept returns or issue refunds for:

• Incorrect sizes selected by the customer

• Spelling, names, dates, or monograms submitted incorrectly

• Color choices approved by the customer

• Change of mind after an order has been placed

• Delays caused by the shipping carrier

Please double-check your order before submitting it.

Mockup & Proof Approval

For orders that include a digital mockup or embroidery proof, customers are responsible for carefully reviewing all details before approving production.

By approving your mockup or proof, you acknowledge that all spelling, names, initials, dates, fonts, thread colors, design placement, sizing, and artwork are correct. Once approval has been given, any errors discovered after production that match the approved proof are the customer's responsibility and are not eligible for a refund or replacement.

Order Changes & Cancellations

Orders may be canceled or modified within 24 hours of purchase, provided production has not begun.

Once embroidery or production has started, orders cannot be canceled, changed, or refunded, except where required by applicable law or where a remedy is otherwise required under this policy.

Damaged, Defective, or Incorrect Orders

Your satisfaction is important to us. If your order arrives damaged or defective, or you receive the wrong item due to our error, we will gladly make it right.

Please contact us within 7 days of delivery with:

• Your order number

• A brief description of the issue

• Clear photos of the item and packaging

If the issue is determined to be our mistake, we will provide one of the following at no additional cost:

• A replacement item

• A repair, when applicable

• A refund, if a replacement is not possible

Nothing in this policy limits any rights or remedies available to customers under applicable law.

Returns

Returns are only accepted for non-personalized items and must meet the following conditions:

• The return must be requested within 14 days of delivery.

• The item must be unused, unwashed, and in its original condition.

• All original tags and packaging must be included.

Return shipping costs are the customer's responsibility unless the return is due to our error.

Please contact us before returning an item to receive return instructions. Unauthorized returns may be delayed or refused.

Shipping

We are not responsible for shipping delays caused by the shipping carrier. If your package is lost, stolen, or arrives damaged, please contact us so we can help address the situation.

Please verify that your shipping address is correct before placing your order. Orders shipped to an incorrect address provided by the customer may not be eligible for a refund. If a package is returned due to an incorrect address, the customer is responsible for any additional shipping charges required to resend the order, where permitted by applicable law.

Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days after approval. Processing times may vary depending on your financial institution.

Questions?

If you have any questions or concerns about your order, we're happy to help.

Miller Grey Heirlooms LLC
Email: contactus@millergreyheirlooms.com

Thank you for supporting our small business! Every order is stitched with care, and we truly appreciate your trust in Miller Grey Heirlooms.