Support

Welcome to Kreated by Kurrai! We value your business and want to ensure a clear, fair, and enjoyable experience for all customers. Please read the policies carefully.

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1. General Retail Sales & Returns

We strive for satisfaction, but please note our specific rules regarding the nature of sewing projects:

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• Cut Fabric & Final Sale Items: Once fabric is cut per your request, it is considered a custom cut. Cut fabric is non-refundable and non-exchangeable.

• Eligible Returns/Exchanges: Other items (pre-made shirts, hats and other accessories) must be returned within 14 days of purchase. Items must be in their original, unwashed, unused condition, with all original tags and/or packaging intact. A valid receipt or proof of purchase is required for all returns.

• Refund Method: Eligible returns will be issued as a refund to the original payment method.

• Damaged Shipments: We package items carefully. If your order arrives damaged due to shipping, please contact the shipping carrier immediately to file a claim.

• Payment: We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Paypal and cash. Full payment is required at the time of purchase for goods and before custom work begins.

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2. Custom Services, Alterations, & Tailoring

We take pride in custom work. Clear communication ensures the best results:

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• Fittings and Adjustments: The first fitting is rarely the last. We require customers to attend scheduled fittings. If adjustments are needed after the final pickup, garments must be returned within 14 days with the receipt and any remaining fabric scraps.

• Customer-Provided Materials/Measurements: If you provide your own fabric or personal measurements, we are not responsible for the final fit, outcome, or material stability. We highly encourage using our in-house measuring, fitting services, and fabric recommendations.

• Garment Condition & Liability: We reserve the right to decline service on unhygienic items. We are not liable for pre-existing damage, hidden stains that become apparent during cleaning/steaming, or material weaknesses inherent to the fabric provided.

• Unclaimed Items: We will hold completed custom orders for a maximum of 30 days after the agreed-upon pick-up date. Items left past this period will be considered abandoned and may be donated or repurposed without a refund.

• Right to Refuse Service: We reserve the right to decline any project if we cannot guarantee a satisfactory outcome or due to operational constraints.

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3. Monogramming & Embroidery Policies

Thank you for choosing us for your custom personalization needs! To ensure a successful and satisfying experience, please review our policies regarding custom services.

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  a. Design & Order Approval

• Artwork Proofs: A digital proof of your design (including placement, size, and thread colors) will be provided for your review and approval before production begins.

• Accuracy is Key: You are responsible for reviewing the proof meticulously for spelling, colors, design accuracy, and placement. Production will not start until we receive your written approval.

• Final Sale: Due to the personalized nature of these items, all custom monogramming and embroidery sales are final once the proof is approved and the item is decorated. We do not accept returns, exchanges, or offer refunds unless the item is defective or we made an error that deviates from your approved proof.

• Order Changes: We will make every effort to accommodate changes requested after approval, but we cannot be responsible for orders that have already entered production as submitted. This may result in additional charges or production delays.

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  b. Customer-Supplied Items (CSI) Policy & Liability

   We are happy to embroider items you provide, but this carries an inherent risk. By providing your own items, you agree to       the following terms:

• Risk Assumption & Limited Liability: Embroidery is a mechanical process, and while rare, accidents (e.g., snags, tears, machine malfunctions) can happen. You accept this risk. We are not responsible for replacing or reimbursing the cost of any customer-supplied items that are damaged during the embroidery process. Our liability is strictly limited to the cost of the embroidery service itself.

• Item Condition & Suitability:

• Cleanliness: Items must be clean and free of all dirt, debris, or pet hair. We reserve the right to refuse any item we deem unsuitable for our machines or production environment.

• Material Limitations: Certain materials (antique linens, specialized waterproof fabrics, very thick soft coolers) may pucker, bow, or wrinkle, and quality standards cannot be guaranteed. We will advise you of potential issues but cannot guarantee a perfect result on untested materials.

• Spoilage Allowance: We recommend supplying extra items (an "overage") for large orders to account for potential mishaps, typically 3-5% of the total quantity. Any unused extras will be returned to you.

• Payment: Full payment for all services on customer-supplied items is due upon drop-off and order placement.

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  c. Copyright & Intellectual Property

• Ownership Confirmation: By submitting a design or logo, you certify that you own the rights to use the copyrighted or trademarked image(s) or have obtained the necessary license. We take no responsibility for copyright or trademark infringement resulting from customer-provided designs.

• Content Restrictions: We reserve the right to refuse to embroider designs that violate intellectual property rights, promote hate speech, encourage violence, or feature explicit content.

• Marketing Use: We often photograph our completed projects for marketing purposes (e.g., social media, website gallery). Please notify us in writing if you do not wish for us to photograph and share your specific finished item online.

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4. Resolution of Issues

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• Defects & Errors: If you believe your product is defective or differs significantly from the approved proof due to our error, you must contact us within 48 hours of receiving your order. We will review the order internally to determine if it qualifies for replacement or resolution.

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5. Classes and Workshops

Join us to learn new skills! To keep classes running smoothly and safely, please observe these rules:

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• Registration and Payment: Prepayment is required to reserve your spot in any class. Register early to prevent classes from being canceled due to low enrollment.

• Cancellations and Refunds: If you need to cancel, you must do so at least 7 days before the class start date for a full refund. We hold classes based on registration; therefore, "no-shows" and cancellations made within 7 days of the class are non-refundable. Special events may have stricter, non-refundable policies.

• Safety Rules (Mandatory):

  • Proper Attire: Closed-toe shoes are required in the sewing workspace at all times. Safety glasses must be worn when using specific tools.

  • Hair & Jewelry: For your safety around moving machinery, long hair must be tied back securely, and dangling jewelry must be removed.

  • Machine Operation: Do not leave sewing machines or irons unattended while powered on.

  • Conduct: Please be respectful of other students. Disruptive behavior or disturbing others while they are operating machinery is prohibited.

• Studio Use: Please use community cutting tables and pressing stations respectfully. Personal irons are generally not permitted during class unless specifically noted in the supply list. Please take phone calls outside of the main sewing space.

By placing an order and/or working with Kreated by Kurrai, you agree to all the terms outlined above.