Returns & refunds

What "made to order" means for returns

Every Step Weave product is manufactured after you order it. Nothing sits in a warehouse waiting to be sold to someone else. That's great for the planet — but it does mean we can't accept returns the way a regular retailer would, because we'd have nowhere to resell the item.

In short: change-of-mind returns aren't available, but if there's a real problem with what we made for you, we will fix it.

What's final sale

The following situations are generally final sale and not eligible for return:

• You ordered the wrong size
• The color on your screen looks different from the printed product
• You changed your mind after ordering
• You placed a duplicate order by accident
• Normal print-on-demand variation within industry tolerances

Once production has begun, cancellation may not be possible — see Cancelling an order for the window where cancellation still works.

What is eligible for a refund or replacement

If any of the following happens, contact us and we'll make it right:

• Material defect. The print, stitching, or material has a real manufacturing defect — not normal print-on-demand variation.
• Wrong item. You received a different item or SKU than what you ordered.
• Lost in shipping. The carrier or fulfillment partner has declared the package lost, or tracking has stalled with no movement for more than 14 days past the expected delivery date.

The resolution is usually a replacement, rework, or Stripe refund or credit — whichever is fairest given the situation and what our fulfillment partner can offer.

How to request a refund

1. Email stepweave_admin@foxhillai.com as soon as you notice the issue.
2. Include your order ID (it's on your confirmation email and in Profile → Orders).
3. Attach clear photos of the problem. For damage, photograph the item and the shipping label. For a wrong-item issue, photograph what you received next to the original listing or order summary.
4. Briefly describe what's wrong and what outcome you'd like.

We aim to reply within a few business days. Refunds, when issued, are processed through Stripe and typically appear on your statement within 5–10 business days depending on your bank.

Mockup images vs. the final product

The product previews you see in the design tool and on listings are illustrations, not photographs. They show roughly where a design will sit and roughly what it will look like — but the real, manufactured product will vary slightly:

• Color and ink saturation can differ between screen and fabric or material.
• Print placement may shift by a small margin as part of normal production.
• Trim, stitching, and material textures vary between production runs.

These small differences are part of how print-on-demand works and are not eligible for return. A real manufacturing defect — like a smudged print, broken stitching, or a clear misprint — is.

Sizing and fit

Size charts are shown on each product listing. Read them before you order — sizes can vary between products and between manufacturers, even when the label number is the same.

Ordering the wrong size is final sale. We can't exchange a made-to-order product for a different size after it has been manufactured. If you're between sizes, the listing usually has guidance on whether to size up or down.

Local consumer rights

If you live somewhere that gives you statutory consumer rights — for example, the EU, UK, or certain US states — those rights override anything in this article that would limit them. Our policies don't take away rights you have under local law.

For details, see Section 9 of our Terms of Use, or contact stepweave_admin@foxhillai.com with your specific situation.