Custom items include anything that is specially made for you such as an embroidery piece.
In general they will take longer to arrive with you because they are being made to order. If you have a date your custom item is needed by, please communicate that to us early so we can ensure it happens.
Unfortunately there are no full refunds offered on custom items unless they are cancelled within 7 days of ordering. Once work has begun and supplies have been bought we can no longer provide a full refund however a partial refund may be available if very little work has gone into your piece at the time of your request. Requests for any refunds after 3 weeks from ordering will not be considered.