Frequently Asked Questions

CONTACT & PAYMENT

How can I contact Cristina Embroidery Atelier
You can email us at cristinaartseembroidery@yahoo.com.

What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, American Express, Shoppay), Apple Pay, Google Pay, AfterPay, and payments via PayPal.



SHIPPING

How are shipments handled?
All orders are processed and shipped through our logistics partners, either within Australia. Orders are processed between Monday and Friday, within 24 to 72 business hours from the order date, and shipped after processing through our logistics network.

How long will it take to receive my order?


Once you place your order, please allow 24 to 72 business hours (this may vary for high-demand products) for your order to be processed. After processing, delivery can take between 2 - 7 business days.

I’ve never purchased from this site before. Is it safe?


We are privileged to use highly advanced online security systems, protocols, and hosting, just like those used by major brands such as Budweiser, Red Bull, Kylie Cosmetics, and Tesla Motors. When you make a payment, we do not have access to your credit card details. Payments are made through a trusted provider specializing in secure online payments.

Are you accessible?

 I’m worried about not being able to contact you after purchasing.
Yes, we are. Our website provides well-documented information regarding all processes related to purchasing and delivery. Additionally, we have a dedicated support team available to respond to your queries within 48 business hours.


RETURNS & EXCHANGES



Do you accept returns or exchanges for personalized items?

No. Due to the nature of personalized and custom-embroidered products (such as those with names or custom designs), we do not accept returns or exchanges for these items. Please review your order carefully before checking out.


Can I exchange non-personalized products?

Yes, under the following conditions:


  • Contact us within 5 days of receiving your order.
  • The item must be unused and in its original packaging.
  • Exchange is possible only if we have a similar item available in stock.
  • We do not produce new items for exchange requests.



How do I request an exchange or return?

Send us an email with your order number, reason for return or exchange, and any relevant photos. Our team will assess the request and respond within 48 business hours.


Do you cover return shipping costs?

No. Return shipping fees and any additional costs are the responsibility of the customer.


What if I received the wrong or damaged item?

Please contact us within 5 days of receiving your order. Include your order number, photos of the item(s), and shipping details. We’ll do our best to resolve the issue quickly.


How long does the return/exchange process take?

Once we receive your item, please allow 14–21 business days for processing. You’ll be notified by email once your return or exchange has been completed.


When will I receive my refund?

If approved for a refund, it will be returned to your original payment method. Refunds to credit/debit cards can take 7–10 business days after confirmation. Please contact your bank for exact timelines.