Refund & Cancellation Policy

Deposits

All deposits are non-refundable. When you pay a deposit, Shay immediately begins scheduling your slot and sourcing materials. The deposit covers that time and effort regardless of whether the order is completed.

Custom Orders

• All custom items (tutus, denim sets, Dickies, outfits, dresses, etc.) are made to order and are final sale.
• No returns or exchanges on completed custom items.
• If you cancel before work has started, your deposit is forfeited. No further charges apply.
• If you cancel after work has started, you are responsible for the full quoted price.

Alterations

• The $15 alteration deposit is non-refundable.
• If you drop off your item and Shay determines the alteration cannot be completed as described, you will be notified before any work begins.
• Completed alterations are final. If additional adjustments are needed due to your measurements changing after drop-off, a new service fee may apply.

Quality Issues

If you receive your item and believe there is a defect or quality issue that Shay is responsible for, you must contact Shay within 48 hours of pickup or delivery. Shay will review the concern and, at her discretion, make corrections. Quality corrections do not entitle the customer to a refund of the deposit or balance paid.

Shipping Issues

Once your item is handed off to USPS, Sew That's Shay is not responsible for carrier delays, damage in transit, or items lost by the carrier. Please contact USPS directly for shipping claims. Shay will provide tracking information and assist where possible.

Contact Us

Concerns or questions about your order? Contact Shay at 813-570-4764 (call or text) or use the contact page. Shay responds quickly and is committed to making sure you're happy with your experience.