Returns, Refunds and Warranty

Namesake Limited NZBN 9429051235321 2/74 Upper Queen Street, Auckland 1010, New Zealand

Last updated: 4 September 2026

The short version

• Personalised items cannot be returned or refunded for change of mind, or because of a spelling error entered at checkout. They are made specifically for you and cannot be resold.
• We will change or cancel your order as long as we have not started work on it. Email us as soon as you can.
• Faults are always covered. If something is genuinely wrong with your piece, we will fix it, re-make it or refund it, and we will pay the return shipping. See Section 2 for the normal margin of variation that applies to made-to-order embroidery.
• Non-personalised items can be returned within 14 days if unused and in original condition.
• Everything carries a 12 month warranty against manufacturing defects.
• Your consumer rights apply regardless. Nothing here limits them.

1. Your rights under consumer law

This policy forms part of our Terms of Service, which cover production times, changes and cancellations, and custom embroidery from uploaded artwork in more detail.

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 in New Zealand and the Australian Consumer Law for customers in Australia.

If an item has a genuine fault, is not of acceptable quality, or does not match how we described it, you are entitled to a repair, replacement or refund depending on the nature of the problem. Nothing in this policy limits those rights, and we would not want it to.

2. Embroidery on finished products

Before we get to returns, this is the thing most worth understanding about how we make things, because it explains what does and does not count as a fault.

Every Namesake piece is embroidered onto a finished, ready-made product. We do not stitch flat fabric panels and then sew them into a garment, which is how large-scale manufacturers work. We stitch onto the completed cap, tote, blanket or knit, one piece at a time, in our Auckland studio.

This is a large part of what makes each piece feel handmade. It also means our machines have to work across seams, curved panels, brims, elastic, ribbing, layered linings and stretch knits, rather than across a flat, stable surface.

Tolerance. Because of this, we allow a margin of up to 5% variation in the size and placement of embroidery compared with the design shown on our website. Variation within this margin is a normal characteristic of made-to-order embroidery on finished goods and is not a fault.

The following are also normal and are not faults:

• slight variation in stitch alignment or angle, particularly close to seams, edges, curves and ribbing
• minor puckering, rippling or tension variation in the fabric around the stitching, most noticeable on merino, knit and stretch fabrics
• small differences between two items in the same order, or between a repeat order and an earlier one
• slight variation in thread colour between production batches, and between how a colour appears on screen and in real life

We check every piece before it leaves the studio and hold it to a standard we would be happy to receive ourselves. Where a stitch-out falls outside that standard, we re-make it before dispatch rather than sending it to you.

3. Personalised and custom items

Personalised items, and items embroidered from artwork you have supplied, are made specifically for you and cannot be resold. For that reason we cannot accept returns, exchanges or refunds on these items in the following circumstances:

• change of mind
• personalisation entered incorrectly at checkout, including spelling, capitalisation, names, dates and design selections
• dissatisfaction with how a design has been interpreted in stitch, where the interpretation is within the normal limits described in Section 2

Please check your details carefully before you order. We embroider exactly what you enter, including typos.

You can still change your order, as long as we have not started it. Email hello@namesakestore.com with your order number as soon as you can and we will check where it sits in our queue. If we have not begun digitising, preparing your design file or stitching, we will change or cancel it for you. Rush Orders go into production straight away, so there is usually very little opportunity to change those.

None of this applies to defects. If something is genuinely wrong with your piece we will put it right, see Section 5. For what counts as normal variation rather than a defect, see Section 2.

4. Non-personalised items

We accept returns on non-personalised items within 14 days of delivery, provided the item is:

• unused and unwashed
• in its original condition
• with any tags still attached

Please contact us at hello@namesakestore.com before sending anything back, so we can confirm the return and give you the correct address.

You are responsible for return shipping and for the item reaching us safely, so we recommend a tracked service. There is no restocking fee.

Refunds are processed to your original payment method once we have received and inspected the item. Please allow a few business days for your bank or payment provider to process it.

5. Faults and defects

If you believe your item is faulty, email hello@namesakestore.com with:

• your order number
• a description of the problem
• clear photographs showing the issue

We will assess it and come back to you. Where the item is faulty, we will repair it, re-make it or refund it, whichever is appropriate, and we will cover the cost of returning it to us.

Please have a read of Section 2 first, as some characteristics of hand-finished embroidery are normal and are not defects. If you are unsure, send us a photo anyway and we will tell you honestly.

6. Incorrect or damaged on arrival

If we sent you the wrong item, or your order arrived damaged, let us know within 7 days of delivery with photographs, and we will put it right at our cost.

7. Warranty

Namesake products carry a 12 month warranty against manufacturing defects and faults in materials or workmanship. This includes thread breakage, unravelling stitching and failure of the embroidery itself under normal use.

This warranty is given in addition to your rights under the Consumer Guarantees Act 1993 and the Australian Consumer Law. It does not limit or replace them.

What the warranty does not cover

• normal wear, fading, pilling or softening over time
• damage caused by misuse, accident, neglect or alteration
• damage caused by washing or drying contrary to the care instructions supplied with your item, including machine washing merino, hot washing, tumble drying, or ironing directly over embroidery
• the normal characteristics of embroidery on finished products described in Section 2

Making a warranty claim

Email hello@namesakestore.com with proof of purchase, photographs and a description of the issue. We will assess the claim and let you know the next step.

8. Caring for your piece

Care instructions are included with every order and published at https://www.namesake.nz/pages/care-guide.

Following them is the best way to keep embroidery looking sharp, and warranty cover depends on it. Merino and knitwear in particular need gentle handling.

9. Contact

Namesake Limited Email: hello@namesakestore.com Phone: +64 21 938 995 2/74 Upper Queen Street, Auckland 1010, New Zealand

We aim to reply to every email within one business day.