Returns & exchanges

Every Welcomenest piece is made to order in our Melbourne studio, with one child's name stitched by hand. This shapes how returns work — and where we stand behind our pieces without question.

Personalised pieces

Personalised items can't be returned or exchanged. This is the industry standard for hand-embroidered work — once a name is stitched, the piece can't be resold. We ask you to check spelling, script style, and thread colour carefully at checkout. If something looks off in your order confirmation, write to us within twelve hours and we'll do our best to catch it before stitching begins.

Where we stand behind our work

If a piece arrives with a defect — a fabric flaw, a stitching issue, a spelling error on our end — we will remake or refund it. Always. Send us a photo within 30 days of receiving the piece and we'll arrange the next step. There's no debate on this; the standard is the standard.

Unpersonalised stock items

Pieces ordered without personalisation can be returned for refund or exchange within 30 days of delivery, provided they're unworn, unwashed, and in original condition with tags attached. Return shipping is at your cost unless the item was faulty or the wrong piece was sent.

Sizing and colour

If an unpersonalised piece doesn't fit or the colour isn't what you hoped, we'll exchange it within the 30-day window. For personalised pieces, sizing and colour fall outside the returns policy — which is why every product page lists exact measurements and our thread colours are described in detail on the personalisation guide.

How to raise an issue

Write to hello@welcomenest.com.au with your order number and a clear photo. Most queries are answered within one business day, and remakes are prioritised in our studio queue — typically dispatched within five business days of the issue being confirmed.

The made-to-order model is slower than mass production. It is also more accountable. If something isn't right, tell us — we'd rather remake a piece than have a child carry something that doesn't meet the standard.