Help Center

Last updated: November 2, 2026

Quick answers

These five questions come up more than any others. If yours is here, you may not need to read further.

Can two people order the same design in different sizes?

Yes. Each half of a two-part design is its own cart line with its own size, and pair sets have a separate field for the second size.

Will you send a proof of my names or date?

No proof is sent. The live preview on the product page shows your text on the design, and we embroider exactly what you type.

How long until it arrives?

1–3 business days of processing plus 7–14 business days in transit.

Can I return a personalized piece?

Yes, within 60 days of delivery, with a free return label.

I spotted a typo after ordering. What now?

Email us within 24 hours of ordering with your order number and the correct text, and we will change it free of charge.

More questions and answers are in the FAQs.

Shopping and choosing a design

Our catalog is organized by garment and by occasion. Couples usually start with a garment type; families usually start with the family collection, where pieces come in adult, youth, toddler and baby sizes.

Step guide: ordering a two-part couple design

1. Open the product and choose the first half in the design option, for example Moon.
2. Pick the garment color and the size for the person who will wear it, then add it to the cart.
3. Return to the same page, switch the design option to the other half, for example Star, and choose that person’s color and size.
4. Add it to the cart. You now have two lines that will ship together in one parcel.
5. Open the cart and check both lines before checking out.

Step guide: ordering a pair set

1. Choose the color and the first size in the size buttons.
2. Choose the second size in the separate field below, for example the Waves hoodie size on the mountains-and-waves set.
3. Add the set to the cart; both garments arrive together.

Sizing

Adult unisex sizes run S to 3XL, with 2XL at $2 more and 3XL at $4 more. Youth sizes run XS to XL, toddler 2T to 4T, and baby 6M, 12M and 18M. The beanie is one size. We do not publish numeric measurements yet; the Size Guide explains how to measure a garment you already own and how to choose for two people who want the same look in different sizes. You can ask for the measurements of a specific size by email.

Step guide: choosing a size with a garment you own

1. Pick a hoodie, crewneck or tee the wearer likes the fit of.
2. Lay it flat and measure the chest from armpit to armpit, the body length from the shoulder to the hem, and the sleeve.
3. Email us those numbers with the product name and we will compare them with the size you are considering.

Personalizing your piece

Personalized products have fields for names, initials, dates (including roman numerals), a family name with an “Est.” year, sleeve text, thread color and, on some pieces, position on the chest. Thread colors are White, Black, Terracotta, Navy and Mustard. Each field shows its maximum length on the product page.

Step guide: getting your text right

1. Type your text exactly as it should appear, with the capitals and spacing you want.
2. Look at the live preview on the product page.
3. Read every letter and number again, ideally out loud or with your partner.
4. Choose a thread color that contrasts with the garment color.
5. Check the text once more in the cart before you pay.

We do not send proofs. Our fields do not accept brand, team or character names. If something needs fixing after you order, you have 24 hours; see Cancel or Change an Order.

Orders and changes

Once you check out, you receive an order confirmation email with your order number. Keep it: it is the key to tracking, changes and returns.

Step guide: changing or cancelling an order

1. Within 24 hours of ordering, email [email protected].
2. Start the subject line with “Change” or “Cancel” and your order number.
3. Write exactly what should change, for example “Est. 2061 should read Est. 2016.”
4. Wait for our confirmation email before assuming the change is made.

Full rules: Cancel or Change an Order. Want to send a structured request? Use Submit a Ticket.

Shipping and tracking

We ship from the USA to the United States, Canada, Australia and New Zealand, free with no minimum. Processing takes 1–3 business days and transit 7–14 business days. When a tracking number is available, we email it. Import duties or taxes for orders outside the US depend on the destination country’s rules.

Step guide: checking where your order is

1. Open Order Tracking.
2. Enter your order number and the email used at checkout.
3. If a tracking number has been emailed to you, use it for the latest movement of your parcel.
4. If the status has not changed in a while, email us with your order number and destination.

Full details: Shipping & Delivery.

Returns and exchanges

Any item can be returned within 60 days of delivery, personalized pieces included. If you changed your mind, we still pay return postage with a free return label. You can send back one piece of a pair without returning the other.

Step guide: returning an item

1. Email us with your order number, which piece is coming back, and why.
2. Tell us if you would like a different size or color instead.
3. Use the free return label we send you and keep proof of postage.
4. Watch for our email confirming the return has arrived.

Full process: Returns & Exchanges.

Refunds

We send refunds within 7 days of receiving your return, to your original payment method or as store credit. Store credit never expires. How long your bank or payment provider then takes to show the money can vary. Read the Refund Policy for the full picture.

Payments

The payment options available are shown at checkout. Never send card details, passwords or ID numbers by email; we will never ask for them. See Payment Methods.

Account, privacy and legal

We collect only what we need to make and deliver your order. We do not collect customer photos through uploads, and any photo you email us is deleted 30 days after delivery.

• Privacy Policy: what we collect, why, and your choices.
• Terms of Service: the rules of using the store, governed by the laws of the State of Kansas, USA.
• DMCA: how to report a copyright concern.
• Intellectual Property Policy: how we handle names, designs and trademarks.
• Sitemap: every page of the store in one list.

Care for your embroidery

Embroidered pieces last longest when they are washed inside out in cold water on a gentle cycle and dried on low or air-dried. Never iron directly over the thread. The care label sewn into each garment is the most accurate guide for that piece, so check it first.

Help by situation

Sometimes it is easier to start from what is happening than from a policy name. Find the moment that sounds like yours.

Planning around a date

Say your wedding anniversary falls on a Saturday a month from now and you live in Brisbane. Processing adds up to 3 business days and transit up to 14 business days, and weekends and holidays do not count as business days. Ordering early leaves room for a size swap if one piece needs it. If the timing feels tight, email us before ordering and we will look at it with you honestly.

Dressing a whole family

Write down every person, their usual size and the design they want before you start. A family of four in Big Star and Little Star tees, for example, might be adult L, adult M, Youth S and 3T. Add each size from the same product page, then check the cart line by line before paying.

Before you contact us

A quick checklist that makes the first reply the only one you need:

• Have your order number ready, from the confirmation email.
• Say which person, which half or which garment you mean when your order has more than one piece.
• For changes, write the exact new text or size, not only what was wrong.
• For returns, say whether you want a refund, store credit, or a different size.
• Leave out card numbers, passwords and ID numbers.

About us and contact

Want to know more about what we make and how orders are produced? Read About Us. For anything this Help Center does not answer, visit Contact Us or email [email protected]. We reply within 24 hours on business days. Please include your order number if you have one.

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