FAQs

Last updated: November 2, 2026

Ordering and sizes

How does a matching set work if it is sold as two separate items?

Most of our couple designs come in two halves, such as a moon and a star or a lock and a key. Each half is chosen in the design option and added to the cart as its own line. That means each of you picks a size, and where the product offers it, a color. For example, Maya orders the Moon half in L and Jordan the Star half in S: two cart lines, two sizes, one parcel.

Can we order two different sizes of the same design?

Yes, and most couples do. Add the same product twice with different sizes, or pick each half separately. Nothing about the design changes between sizes except the garment around it.

How do pair sets handle two sizes?

Our 2-piece pair sets carry both garments in one listing. Choose the first size in the size buttons and the second size in the separate field just below. On the mountains-and-waves hoodie pair set, for instance, the Waves hoodie size is chosen in its own field. The Mama and Mini crewneck set has a matching field for the mini’s size.

Which sizes do you offer?

Adult unisex S, M, L, XL, 2XL and 3XL; youth XS to XL; toddler 2T, 3T and 4T; and baby 6M, 12M and 18M. The beanie is one size. Not every product comes in every range; the size buttons on each product page show exactly what is offered for that piece.

Do larger sizes cost more?

Adult 2XL is $2 more and 3XL is $4 more than the base price. The difference is shown on the size button, so the price you see before adding to cart is the price you pay for that size.

Is there a size chart with measurements?

We do not publish numeric measurements yet. The Size Guide explains how to measure a garment you already own and how to choose between two sizes. If you want the measurements of a specific size and product, email us and we will share what we can confirm for that item.

My partner is between sizes. What should we do?

Think about how they like to wear it. For a relaxed, cozy hoodie, the larger size is usually the comfortable pick; for a neater tee under a jacket, the smaller one may suit better. Compare with a favorite piece they already own using the steps in the size guide. If it still does not fit right, you have 60 days from delivery to return it.

Can I order for the whole family in one go?

Yes. A family of four in Big Star and Little Star tees might order adult L, adult M, Youth S and 3T, all from the same product page. Our Family Matching collection gathers the pieces sized for adults, kids, toddlers and babies.

Can we choose different garment colors for each person?

Where a product offers more than one color, yes. Because each half or each size is its own cart line, one of you can wear navy and the other cream. Keep thread color in mind: a thread that stands out on one garment may look softer on the other.

Personalization

What can I personalize?

Depending on the product: names, initials, dates (including roman numerals), a family name with an “Est.” year, sleeve text, the thread color and, on some pieces, the position on the chest. Everything that can be personalized is collected in Names & Dates.

Which thread colors can I choose?

White, Black, Terracotta, Navy and Mustard, on products with a thread color field. Light thread reads clearly on dark garments and dark thread on light ones. If you are unsure, email us the garment color and we will suggest a thread.

Will you send me a proof before you embroider?

No. We do not send proofs or mockups. The live preview on the product page shows how your text sits on the design, and we embroider exactly what you type. Please check spelling, spacing and capital letters before you check out.

How many characters fit?

Each personalization field shows its maximum length right on the product page, and it will not accept more than that. Shorter words often look cleaner, especially on sleeves and small chest designs.

How do I write a date in roman numerals?

Write it the way you want it to read and type it into the field. A date like June 12, 2019 written day-month-year becomes XII.VI.MMXIX. If you want help converting a date, email us before ordering and we will write it out for you to copy.

I made a typo after ordering. Can it be fixed?

Yes, if you tell us within 24 hours of ordering. If you typed “Est. 2061” instead of “Est. 2016,” email us with your order number and the correct text, and we will change it free of charge. See Cancel or Change an Order for details.

Can I use a team, brand or character name?

No. Our personalization fields do not accept brand, team or character names. Your own names, initials, dates and words are always welcome.

Can I add a name to a design that has no personalization field?

Personalization is offered only through the fields shown on each product page. If a design has no field, it is sold as shown. Browse Names & Dates for pieces built to carry your words.

Shipping and delivery

Where do you ship?

To the United States, Canada, Australia and New Zealand only. Orders ship from the USA.

How much is shipping?

Shipping is free to all four countries, with no minimum order.

How long will my order take?

Processing takes 1–3 business days, because each piece is embroidered after you order. Transit then takes 7–14 business days to the United States, Canada, Australia and New Zealand. Full details are on Shipping & Delivery.

Will I get a tracking number?

When a tracking number is available, we email it to you. You can also check your order on Order Tracking using your order number and email.

Can I send a gift straight to someone else?

Yes. Enter their address as the shipping address at checkout. A gift to a grandparent in Canada, for example, takes 1–3 business days to process and 7–14 business days in transit, so plan the timing with both in mind.

Will I pay import duties outside the US?

Import duties and taxes depend on the rules of the destination country. We do not collect them at checkout. If you are ordering to Canada, Australia or New Zealand and want to know more before you buy, email us and we will share what we know.

Will my order arrive before our anniversary?

Count 1–3 business days of processing plus 7–14 business days of transit from the day you order, and add a little room. We cannot promise a delivery date, but we are happy to look at your timing with you by email before you place the order.

Can I change the shipping address after ordering?

Email us within 24 hours of ordering with your order number and the full new address. After that window the order may already be in production, so please check the address carefully at checkout.

What if something arrives wrong or damaged?

Email us with your order number, a short description of what is wrong and, if it helps, a photo. Whatever the issue, you are covered by our 60-day return window, and we will help you put it right.

Returns and refunds

Can I return a personalized item?

Yes. Any item can be returned within 60 days of delivery, personalized pieces included.

Who pays for return postage?

We do, even if you simply changed your mind. Email us to start the return and we will send you a free return label. Read the steps on Returns & Exchanges.

Only one piece of our pair fits. Do I have to return both?

No. Return just the piece that does not fit, within 60 days of delivery, and order the size you need if you would like a replacement. Tell us which half or which garment in your email.

My child outgrew the mini piece already. Can I still return it?

If it is within 60 days of delivery, yes. A Mama and Mini set where the mini size is outgrown sooner than expected can come back like any other return.

When will I get my refund?

We send the refund within 7 days of receiving your return. You can choose your original payment method or store credit. Store credit never expires. More on the Refund Policy page.

Can I cancel my order?

Yes, within 24 hours of ordering. Email us with “Cancel” and your order number in the subject line.

Care

How should I wash embroidered clothing?

Turn the garment inside out, wash it cold on a gentle cycle with similar colors, and skip bleach. Inside-out washing protects the thread from rubbing against other clothes. Always follow the care label sewn into the garment, which is the most accurate guide for that piece.

Can I tumble dry and iron it?

A low dryer setting or air drying is kindest to embroidery. If you iron, do it inside out or with a cloth between the iron and the design, and never press directly on the thread. Check the garment’s care label for its own limits.

What fabric are the garments made of?

Fabric content can vary by product and color. Look at the product page and the care label, or email us the product name and color and we will tell you what we can confirm for that item.

How do I keep a white garment and colored thread looking crisp?

Wash it with whites or light colors only, cold, and avoid long soaks. Treat spots promptly rather than scrubbing the embroidery itself.

Account, payment and privacy

Which payment methods do you accept?

The payment options available are shown at checkout. See Payment Methods for how payment works on our store.

Do you charge sales tax?

Sales tax is not added by our store at checkout. The total shown at checkout is what you pay us.

Do I need an account to order?

The options shown at checkout tell you whether you can create an account or continue without one. Either way, your order confirmation email holds your order number, which is all you need to track it or contact us.

Do you keep photos I send you?

We do not collect photos through uploads. If you email us a photo, we delete it 30 days after delivery. Read the Privacy Policy for more.

Is it safe to email my card details?

Please never send card numbers, passwords or ID numbers by email. We will never ask for them.

Still have a question?

Email [email protected] and we will reply within 24 hours on business days. Include your order number if you have one. You can also browse topic guides in the Help Center, read more about us on About Us, or start shopping in the Shop.

Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US