Refund policy

Return & Refund Policy

Wilde Fox | Wilde Fox Custom Creations | Wilde Fox Pattern Studio

At Wilde Fox, we want you to love what you create, wear, and share! Every purchase is important to us, and we strive to provide quality products and a positive shopping experience.

Because our store offers a combination of digital downloads, ready-made merchandise, made-to-order products, and personalized creations, return eligibility varies by product type.

Please review the following policy before placing your order.

1. Standard Merchandise — 30-Day Returns

We accept returns on eligible, non-personalized, non-made-to-order physical merchandise within 30 days of delivery.

To qualify for a return:

The item must be unused, unworn, and unwashed.
The item must be in its original condition, with any applicable tags and packaging.
Proof of purchase or an order number must be provided.
The return must be requested within 30 days of delivery.
The item must not be designated as final sale.

To initiate a return, please contact us through our website or customer support email before shipping anything back.

Customers are responsible for return shipping costs on eligible change-of-mind returns unless otherwise agreed or required by law. Original shipping charges are generally nonrefundable.

We do not charge a restocking fee for eligible standard merchandise returns.

Please do not send merchandise back without receiving return instructions and an authorized return address.

2. Made-to-Order Merchandise — Final Sale

Many Wilde Fox products are individually produced after an order is placed.

Because these products are made specifically for each order, they are considered final sale and are not eligible for change-of-mind returns or exchanges.

This includes requests based on:

Ordering the wrong size or color.
Changes in personal preference.
Deciding the product is no longer needed.
Fit concerns when the correct size and product were supplied.
Other buyer's-remorse circumstances.

Please carefully review product descriptions, size charts, color selections, and order details before completing your purchase.

If a made-to-order item arrives damaged, defective, incorrect, or otherwise fails to meet applicable legal requirements, please see Section 4.

3. Personalized & Customized Products — Final Sale

Products featuring personalized names, text, numbers, images, or other customer-requested customization are final sale.

Because these items are created specifically for you, we cannot accept returns or exchanges due to changes in preference, incorrect information supplied by the customer, or ordering mistakes.

Customers are responsible for reviewing all submitted customization details before placing an order.

If Wilde Fox produces an item incorrectly despite receiving accurate customization instructions, or the item arrives damaged or defective, please contact us so we can review the issue.

4. Damaged, Defective, or Incorrect Merchandise

We take product quality seriously.

If your order arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible, preferably within 30 days of delivery.

Please include:

Your order number.
A brief description of the issue.
Clear photographs showing the problem, where reasonably possible.
Photographs of the packaging if shipping damage occurred.

Examples include incorrect products, incorrect sizes or colors supplied by Wilde Fox, printing defects, manufacturing defects, and damage during shipment.

After reviewing the issue, we will provide an appropriate remedy, which may include a replacement, correction, refund, or another solution consistent with applicable law.

You will not be required to pay return shipping for a confirmed error or defect when a return is necessary.

This section applies to all physical merchandise, including made-to-order and personalized products.

5. Digital Downloads — Final Sale

Wilde Fox Pattern Studio offers downloadable cross stitch patterns, diamond painting patterns, and related digital resources.

Because digital products are delivered electronically and cannot be physically returned, digital downloads are final sale once delivered or made available for download, except where required by applicable law.

We do not ordinarily offer refunds for:

Accidental purchases.
Changes of mind.
Purchasing the wrong pattern.
Failure to review the pattern details or skill level before purchasing.
Lack of compatible software, printing equipment, or crafting supplies when product requirements were disclosed.

However, if a purchased file is missing, corrupted, inaccessible, or materially different from its description, please contact us.

We will make reasonable efforts to provide a corrected file, replacement download, or another appropriate remedy, including a refund when required by law.

Digital purchases do not include physical kits, printed charts, fabric, thread, canvases, drills, tools, or other supplies unless expressly stated otherwise.

6. Order Cancellations

For standard physical merchandise, cancellation requests may be accommodated before fulfillment begins. There is a 15 minute window to cancel an order, as long as production has not started.

Made-to-order and personalized products may enter production shortly after purchase. Once production begins, cancellation may no longer be possible.

For digital products, cancellation is unavailable after the files have been delivered or made accessible, subject to applicable law.

Please contact us as soon as possible if you need to request a cancellation.

7. Refund Processing

Once an eligible return is received and inspected, or another refund has been approved, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method within 10 business days of approval, although your financial institution may require additional processing time.

If more than 15 business days have passed since your refund was approved, please contact us.

8. Exchanges

We do not guarantee direct exchanges.

For eligible standard merchandise, customers may request a return and place a new order for the preferred item.

Made-to-order and personalized products are not eligible for exchanges based solely on size, color, or preference.

Defective or incorrectly fulfilled items will be handled under Section 4.

9. How to Request Assistance

To request a return, report a product issue, or ask a question about an order, please contact Wilde Fox through the contact information listed on our website.

Include your order number and relevant details so we can assist you efficiently.

Return instructions and the applicable return address will be provided when a physical return is authorized.