Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
|---|
| United States | 10-30 Business days |
| Canada, Europe | 10-30 Business days |
| Australia, New Zealand | 10-30 Business days |
| Central & South America | 15-30 Business days |
| Asia | 10-20 Business days |
| Africa | 15-45 Business days |
*This doesn’t include our 2-5 day processing time.Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of embroideryhoopart.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Christina Tran
These pampas grasses are natural, creamy colored, and so, so beautiful. They’ve added a touch of inspiration and folk feather to my space, and I love how these grasses feel + the gentle caring for them 🙂 Amy is an amazing shop owner, I have to say — my experience with this shop is so all around positive, loving, warm, and patient! Amy is communicative and helpful, & while it took a little longer for the grasses to arrive across seas, I had patience these would come when they were meant to ✨☺️ her communication with me was so appreciated around timing, and the product exceeded my expectations, I have them in a glass standing vase by my bedside. thank you for adding tall inspiration to my space!! Genuine, true, natural, and beautiful grass ✨
Morgan Melovitz
I just got my order and I am absolutely loving it! The quality is everything I imagined it would be. I have no regrets or disappointments purchasing this item! The seller responded quickly to my questions and was very helpful. I am more than happy to add these as a perfect edition to my new homes decor!!
Taylor Kotalik
These pampas are gorgeous and priced well! Mine came with super short stems which I wasn’t expecting (see image). But it turns out the short stems work a lot better in my vase also short stems = more pampus. The short stems are seen in a couple of the seller images but some images show way longer stems. Lucky I didnt need these super soon but maybe consider another seller if you need them ASAP.
Morgan Melovitz
I just got my order and I am absolutely loving it! The quality is everything I imagined it would be. I have no regrets or disappointments purchasing this item! The seller responded quickly to my questions and was very helpful. I am more than happy to add these as a perfect edition to my new homes decor!!
Susette Romero
She is the best ! Yes I had a delay but I got them all and I’m so happy !! ..
Thank you so so much .. worth the wait
Susette Romero
She is the best ! Yes I had a delay but I got them all and I’m so happy !! ..
Thank you so so much .. worth the wait
Taylor Kotalik
These pampas are gorgeous and priced well! Mine came with super short stems which I wasn’t expecting (see image). But it turns out the short stems work a lot better in my vase also short stems = more pampus. The short stems are seen in a couple of the seller images but some images show way longer stems. Lucky I didnt need these super soon but maybe consider another seller if you need them ASAP.
Christina Tran
These pampas grasses are natural, creamy colored, and so, so beautiful. They’ve added a touch of inspiration and folk feather to my space, and I love how these grasses feel + the gentle caring for them 🙂 Amy is an amazing shop owner, I have to say — my experience with this shop is so all around positive, loving, warm, and patient! Amy is communicative and helpful, & while it took a little longer for the grasses to arrive across seas, I had patience these would come when they were meant to ✨☺️ her communication with me was so appreciated around timing, and the product exceeded my expectations, I have them in a glass standing vase by my bedside. thank you for adding tall inspiration to my space!! Genuine, true, natural, and beautiful grass ✨
Poppy Rutherford (verified owner)
Just as requested and the arrived super fast!
Rachel Cook(e) (verified owner)
Good quality.
Anastasia Conan (verified owner)
Thank you for fast shipping