Personalisation Terms

Everything we make is stitched to order, one piece at a time, by us. This page explains how that works so there are no surprises — and so your order isn't sitting in a queue waiting on an email.

Turning your artwork into embroidery

Embroidery isn't printing. When you send us a logo, a design, a child's drawing or a piece of handwriting, we don't press it onto the fabric — we rebuild it in thread, stitch by stitch.

Which means it will never be a pixel-perfect copy of your digital file, and it isn't really meant to be. Thread has a minimum size it can hold. Very fine lines, tiny lettering and narrow gaps either disappear altogether or turn into a dense patch that puckers the fabric and wears badly. Where a design has a lot of detail packed into one small area, we simplify it so it reads clearly from a normal distance and survives a hundred washes.

We match your artwork as closely as thread allows, and we make those calls the way we'd make them on our own work.

When we'll come back to you: if your design can't be stitched at all, or if doing it properly would change it substantially, we'll contact you before we start. That's a real conversation, not a formality.

When we won't: the small stuff — thickening a line so it holds, nudging a size so it sits right in the placement, simplifying a busy corner. Those decisions are the job, and making them without a two-day email thread is how your order goes out on time.

By agreeing to these terms you're trusting us with that judgement. Honestly, it's the part people thank us for. You're getting an embroiderer's eye, not a photocopier.

Thread colours

Sometimes the colour you've picked won't show up on the garment you've picked — black thread on a black hoodie being the obvious one. If that happens we'll stitch it in the closest colour that works, usually a cream, white or tonal shade, so your design is visible instead of invisible.

Same goes for artwork. If you've sent a drawing done in black texta and ordered a black jumper, we'll pick a colour that suits it.

If you'd rather we check with you first, just say so in the notes box and we will.

Placement and sizing

We stitch to the placement you choose, sized to suit the garment. A design that works beautifully at left-chest size may need adjusting to work across a back, and a kids' size 2 gets a smaller version than an adult XL. We scale sensibly so it looks right on the piece it's going on.

Designs you send us

By uploading a logo or design you're confirming it's yours, or that you have permission to use it. We can't stitch other people's trademarks, characters or copyrighted artwork.

Spelling

We stitch exactly what you type. Please read it twice before you order — capitals, apostrophes, spacing and all. We can't unpick a name.

Changes and cancellations

Get in touch as soon as you can. If we haven't started your piece we'll happily change it. Once it's been digitised or it's on the machine, it's locked in.

Orders placed during a campaign or preorder have a published cutoff date. After that date nothing can be changed, because everything has to be made, packed and posted together.

Returns

Personalised pieces can't be returned or exchanged for change of mind, because they're made specifically for you.

If something's wrong with it — a fault, our spelling error, not what you ordered — tell us and we'll fix it. That's your right under Australian Consumer Law and we're not going to be weird about it.