Legal & Policies

Everything legal in one place. Open the section you need — nothing is hidden, it is just not all shouting at once.

Shipping & Returns

Digital designs and physical orders move at very different speeds, so here is what to expect from each.

Digital designs are delivered instantly — your download starts as soon as payment is confirmed.

Made-to-order and custom pieces are dispatched once stitching is finished, following the lead time given at checkout or in your quote — typically [[LEAD_TIME_DAYS]] days for made-to-order pieces, or [[DIGITISING_TURNAROUND]] plus stitching time for custom work.

I ship to Italy and across the EU with [[SHIPPING_CARRIER]], and every parcel is tracked so you can follow it to your door. Shipping costs are [[SHIPPING_COST_IT]] within Italy and [[SHIPPING_COST_EU]] to the rest of the EU.

If a parcel arrives damaged, photograph the packaging and the item first, then email [[SUPPORT_EMAIL]] with the photos and I will sort a replacement or refund.

About the 14-day right of withdrawal

Under EU consumer law, you normally have 14 days to change your mind on an online purchase. Two situations here work differently, and it is worth understanding why rather than reading it as small print.

Made-to-order and custom pieces are made specifically for you — your size, your colours, your placement, sometimes your own artwork. Once stitching starts, that garment cannot be resold to anyone else, so it falls outside the 14-day right of withdrawal. This is exactly why the preview approval step matters so much: it is your chance to change anything before production begins.

Digital designs work on the same principle. The moment you download a file, you have it — there is no way to “return” a download, so once you have started downloading a design with your consent, that purchase is final too.

None of this is small print for its own sake — once something has been made just for you, or a file delivered, it cannot go back on the shelf for someone else. The full legal wording lives on the Terms and Conditions page.

Privacy Policy

This policy explains how [[LEGAL_NAME]] processes personal data in compliance with Regulation (EU) 2016/679 (GDPR) and applicable Italian law.

1. Data Controller

The data controller is [[LEGAL_NAME]], registered office at [[SEDE_LEGALE]], VAT number [[PIVA]], tax code [[CODICE_FISCALE]], REA [[REA]]. Contact: [[EMAIL]] / [[PEC]] / [[PHONE]].

2. Data We Collect

  • Order data: name, address, email, phone, order contents, order history.
  • Account data: login credentials and profile details, if an account is created.
  • Uploaded artwork files: images or design files submitted for custom embroidery (see Section 6).
  • Payment data: processed directly by our payment providers (Stripe, PayPal, Satispay); we do not store full card numbers or payment credentials on our own systems.
  • Analytics/technical data: IP address, browser type, pages visited, collected via cookies/similar technologies (see Cookie Policy).

3. Legal Basis and Purpose

  • Contract performance (Art. 6(1)(b)): processing orders, producing custom items, delivering digital files, customer service.
  • Legal obligation (Art. 6(1)(c)): invoicing, tax and accounting records.
  • Legitimate interest (Art. 6(1)(f)): fraud prevention, basic security logging, aggregated statistics.
  • Consent (Art. 6(1)(a)): marketing communications, non-necessary cookies, and — where applicable — express consent to begin digital content performance (see Right of Withdrawal page).

4. Retention

Order and invoicing data is retained for [[RETENTION_PERIOD]] to meet civil and tax law requirements. Account data is retained until account deletion is requested. [[VERIFY WITH COMMERCIALISTA: exact statutory retention periods for accounting/tax records under Italian law]]

5. Recipients

Data may be shared with: payment processors (Stripe, PayPal, Satispay); shipping carriers; our hosting provider [[HOSTING_PROVIDER]]; IT and analytics service providers acting as data processors under Art. 28 GDPR. We do not sell personal data to third parties.

6. Uploaded Customer Artwork

Files or images uploaded by customers for embroidery remain the intellectual property of the customer. They are used solely to produce the ordered item (or, for digital files, to generate the purchased download) and are not reused, resold, shared with third parties, or used for any other purpose without the customer’s separate written consent. Artwork files are retained only for as long as needed to complete the order and to handle any warranty or dispute, after which they are deleted, unless the customer requests earlier deletion or longer retention (e.g. for reorders).

7. International Transfers

Where a processor (e.g. a payment or hosting provider) is located outside the EU/EEA, transfers are carried out on the basis of adequacy decisions or Standard Contractual Clauses pursuant to Art. 44 et seq. GDPR. [[VERIFY WITH COMMERCIALISTA/LEGAL: confirm transfer mechanism for each specific processor used]]

8. Your Rights

Under Articles 15–22 GDPR you may request: access to your data; rectification; erasure; restriction of processing; data portability; objection to processing; and withdrawal of consent at any time without affecting prior lawful processing. You also have the right to lodge a complaint with the Garante per la protezione dei dati personali (www.garanteprivacy.it).

9. How to Exercise Your Rights

Send a request to [[EMAIL]] or [[PEC]]. We will respond within the timeframes set by the GDPR.

Terms & Conditions of Sale

1. Seller Identification

Seller: [[LEGAL_NAME]], [[SEDE_LEGALE]], VAT [[PIVA]], tax code [[CODICE_FISCALE]], REA [[REA]]. Contact: [[EMAIL]] / [[PEC]] / [[PHONE]].

2. Conclusion of the Contract

The contract is concluded when the order is submitted and payment is confirmed. An order confirmation will be sent by email; this does not constitute acceptance until production/dispatch is confirmed for custom or made-to-order items.

3. Prices and VAT

Prices are displayed in euro. [[VERIFY WITH COMMERCIALISTA: whether prices are VAT-inclusive, applicable VAT treatment for physical goods vs. digital downloads, and any OSS (One Stop Shop) registration requirements for cross-border EU/digital sales]]

4. Payment Methods

Payment is accepted by card (via Stripe), PayPal, and Satispay. Full payment is generally required before production or download access begins.

5. Delivery and Lead Times

Physical and made-to-order garments are shipped to Italy and the EU within the timeframe indicated on the product page or order confirmation. Digital files are delivered as instant downloads upon payment confirmation, subject to Section 7 (custom-work approval) where applicable.

6. Digital File Licence

Purchase of a digital embroidery design file (DST/PES/EXP/JEF) grants the buyer a single-user, non-exclusive licence to stitch the design onto physical items for personal use or for commercial sale of the finished stitched items. The buyer may NOT redistribute, resell, share, sublicense, or otherwise transfer the digital file itself, in original or converted format, to any third party, whether for free or for payment.

7. Custom Work Process

For custom embroidery and made-to-order garments, a digital preview (mock-up) is provided before production. Written or online approval of the preview is binding, and production begins only after such approval. Changes requested after approval may incur additional costs or delay.

8. Intellectual Property and Customer Warranty

Any artwork, logo, or image uploaded by the customer for embroidery remains the customer’s property. The customer warrants that they hold all necessary rights or permissions to use and reproduce the uploaded artwork, and agrees to indemnify [[LEGAL_NAME]] against third-party claims arising from infringing content they supply.

9. Conformity and Legal Guarantee

Consumers benefit from the legal guarantee of conformity under Articles 128–135 of the Codice del Consumo (Legislative Decree 206/2005) for physical goods. Any defect should be reported to [[EMAIL]] as soon as it is discovered.

10. Limitation of Liability

[[LEGAL_NAME]]’s liability is limited to the value of the order, save for liability that cannot be excluded or limited under mandatory Italian consumer law (e.g. death or personal injury, wilful misconduct or gross negligence).

11. Applicable Law and Jurisdiction

These terms are governed by Italian law. For consumers, the competent court is that of the consumer’s place of residence or domicile, as mandated by the Codice del Consumo. Disputes may also be submitted to the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

Right of Withdrawal

1. General Right (14 Days)

Consumers residing in the EU have the right to withdraw from a purchase contract within 14 days, without giving any reason, pursuant to Articles 52–59 of the Codice del Consumo (Legislative Decree 206/2005). The period runs from the day the consumer, or a third party designated by the consumer, takes physical possession of the goods.

2. How to Exercise the Right

To exercise the right of withdrawal, notify [[LEGAL_NAME]] before the 14-day period expires, using an unequivocal statement sent to [[EMAIL]] or [[PEC]]. You may use the standard form in Section 5.

3. Returns and Refunds

Goods must be returned to [[RETURN_ADDRESS]] within 14 days of communicating withdrawal. Unless [[LEGAL_NAME]] agrees to bear the cost, the consumer is responsible for the direct cost of returning the goods. Refunds, including standard delivery costs, will be issued within 14 days of receiving the returned goods (or proof of shipment, if earlier), using the original payment method unless otherwise agreed.

4. Exclusions from the Right of Withdrawal

(i) Custom or Personalised Goods

Pursuant to Art. 59(1)(c) of the Codice del Consumo, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised, including custom embroidered garments produced to the customer’s design, text, or artwork. This exclusion applies from the moment production begins.

(ii) Digital Content Not Supplied on a Tangible Medium

Pursuant to Art. 59(1)(o) of the Codice del Consumo, the right of withdrawal does not apply to digital content (e.g. downloadable embroidery design files) not supplied on a tangible medium, where performance has begun with:

  • the consumer’s express prior consent to immediate performance, and
  • the consumer’s acknowledgement that they thereby lose the right of withdrawal.

This consent and acknowledgement must be collected via a separate, unticked checkbox at checkout, distinct from and not bundled into acceptance of the general Terms and Conditions. Without this specific, freely given confirmation obtained before download access is granted, the standard withdrawal right applies.

5. Standard Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract, and only where withdrawal applies.)

To: [[LEGAL_NAME]], [[SEDE_LEGALE]], [[EMAIL]] / [[PEC]]

  • I hereby notify withdrawal from my contract for the sale of the following goods/services:
  • Ordered on / received on:
  • Name of consumer:
  • Address of consumer:
  • Signature of consumer (only if this form is notified on paper):
  • Date:

Stitcheria — [[LEGAL_NAME]], [[SEDE_LEGALE]]. P.IVA [[PIVA]] · C.F. [[CODICE_FISCALE]] · REA [[REA]] · PEC [[PEC]]

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