Refund policy
Return and Refund Policy
Thank you for shopping with Tolumi.
My team and I want you to feel confident when purchasing from us. Because Tolumi offers a combination of digital products, physical products and bespoke or made-to-order items, the return and refund conditions differ depending on what you purchase.
Digital Sewing Patterns and Downloads
Digital sewing patterns and other downloadable products are delivered electronically.
Once a digital file has been accessed, downloaded or made available to you, it is generally not eligible for return or refund simply because you have changed your mind.
If you experience a problem with your download, receive the wrong file, or find that a file is corrupted, incomplete or does not work as expected, please contact us and we will do our best to resolve the issue.
Where appropriate, we may provide a replacement file, corrected download or other suitable support.
Please contact us at:
Printed Patterns and Physical Products
For eligible physical products, you may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be:
- unused
- in its original condition
- in its original packaging where applicable
- accompanied by proof of purchase
Please contact us before returning an item so that we can provide the correct return instructions.
Unless the item is faulty, damaged or incorrect, return postage is normally the responsibility of the customer.
We recommend using a tracked postal service when returning an item, as we cannot be responsible for returns that are lost in transit.
Bespoke, Personalised and Made-to-Order Items
Bespoke, personalised, made-to-measure and custom-made products are created specifically for the individual customer.
Because of the personalised nature of these items, they are generally not eligible for return or refund unless they are faulty, damaged, or materially different from what was agreed.
Where a bespoke item is concerned, we will always work with you to understand the issue and determine the most appropriate solution.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible.
Where possible, please include:
- your order number
- a description of the issue
- clear photographs where relevant
Once reviewed, we may offer a replacement, repair, corrected item or refund depending on the circumstances.
Refunds
Where a refund is approved, it will be issued to the original payment method.
Please allow time for your bank or payment provider to process the refund after it has been issued.
Exchanges
Where appropriate, we may offer an exchange for eligible physical products.
Digital products and bespoke or personalised items are not generally eligible for exchange unless there is a fault or error.
Contact Us
If you have any questions about a return, refund, exchange or digital download, please contact:
My team and I will be happy to help.