Ordering & Personalisation
Can I choose my thread colour?
Yes. Available thread colours are shown on the product page where applicable. Please choose carefully, as personalised items are made specifically to your selections. The thread colours shown on the product pages may not match the thread exactly.
Can I choose the font?
Yes. Most personalised products include a choice of fonts. The available options will be shown on the product page. If you are after a font not listed on the product page, please enter this into special requests and we will do our best to accommodate.
Can I add more than one name?
Most of our products have a character limit. If you can fit both names into this character limit, we can embroider it. If you are unsure, contact us before ordering.
Can I add a date or extra wording?
Usually yes, depending on the product and design. If there isn’t a field available on the product page, please contact us before placing your order.
Can I request a custom design?
Yes. We can often help with custom wording, layouts, line drawings, children’s artwork and business embroidery. Contact us with your idea before ordering so we can confirm what is possible.
Can I see a proof before embroidery?
For most of our products, the font you choose provides a live preview of the font. We provide clear instructions for personalisation and offer a wide range of font styles, colours, and design options to ensure your item looks beautiful. If you would like us to email you a proof before we embroider, please select this option when placing an order. If there is no option to select this, please put this into special requests.
What if I spell the name incorrectly?
Please check all names, dates and wording carefully before completing your order. Personalised items are created using the details entered at checkout, so we are unable to take responsibility for spelling or selection errors made during ordering.
Can I change my personalisation after ordering?
Contact us as soon as possible. If production has not started, we may be able to make a change. Once embroidery has begun, changes may not be possible.
Can I choose where the embroidery is placed?
Yes, on selected products. Available placement options will be shown on the product page. If no placement option is shown, the design will be embroidered in the standard position shown in the product images. If you have a placement request, please put this into special requests when ordering.
Will my embroidery look exactly like the preview or sample photo?
Embroidery placement, spacing and appearance may vary slightly depending on the name length, font, garment size and product shape. We always adjust designs to achieve the best possible result.
Turnaround Times
How long will my order take?
Turnaround times vary by product. Standard personalised baby and gift items are generally completed within 1–2 business days, while memory and custom line-drawing products can take around 7–14 business days. Current turnaround information is also shown on relevant product pages. Memory Sweaters Turnaround time is up to 14 business days from when we receive your fabric.
Does turnaround time include shipping?
No. Turnaround refers to production time only. Shipping time begins once your order has been completed and dispatched.
Do you offer rush orders?
Sometimes. If you need an order by a specific date, please contact us before ordering so we can confirm whether we can meet your timeframe.
What happens during busy periods?
Turnaround times may increase during Christmas, Mother’s Day, Father’s Day and other peak periods. Any major delays or cut-off dates will be communicated on the website.
How long will my artwork/proof take?
If you have asked to approve artwork before embroidery, you will be usually be emailed this within 1 business day (with the exception of Memory Sweaters, line drawing, logos, or kids drawings). Turnaround times will begin once we have received your approval.
Will I be notified when my order is ready?
Yes. You will receive a shipping confirmation email once your order has been completed and dispatched.
Shipping
Do you offer free shipping?
Yes, where our current website promotion states free standard shipping Australia wide. Any current shipping offer will be shown at checkout and on the website.
Do you offer Express Post?
Yes, where available. Express shipping is $15 and can be selected at checkout, but please remember that choosing Express Post does not shorten the production time.
Can I pick my order up from you?
Yes, we are located in Western Sydney. There is a pick up option available in the shipping options at check out. If you choose the pick up option, you will be emailed when your order is ready with the pick up address and to organise a suitable time.
Will I receive tracking?
Yes. Tracking details are emailed once your order has been dispatched.
Do you ship outside Australia?
International shipping availability and rates are shown at checkout. If your country is not available, please contact us.
Can I change my shipping address after ordering?
Contact us as soon as possible. If your order has not been dispatched, we may be able to update the address. Once the parcel has been shipped, changes may not be possible.
What if my parcel is delayed?
Once an order has been dispatched, delivery times are controlled by the shipping carrier. Please check your tracking first. If your parcel appears significantly delayed, contact us and we can help you investigate.
What if my parcel is marked delivered but I cannot find it?
Please check around your property, with household members and with neighbours first. You can also contact the carrier using your tracking number. If you still cannot locate it, contact us.
Can I send a gift directly to the recipient?
Yes. Enter the recipient’s delivery address at checkout. If you would like a gift note and the option is available, include your message during ordering.
Memory Garments
How do Memory Sweaters work?
Place your order online, then you will receive an email with our postal address. Send us the sentimental clothing you would like incorporated into the design. We use selected sections of the fabric to create the appliqué embroidery on your keepsake garment.
What clothing can I send?
Most baby and children’s garments work well, including rompers, onesies, pyjamas, dresses, shirts, blankets and other soft fabrics. If you are unsure whether a particular item is suitable, contact us before sending it.
Will you use the whole garment?
Usually no. Only the amount of fabric required for the design is used. Around 10cm x 10cm of fabric is needed per letter.
Will I get the leftover clothing back?
Yes, where practical. Remaining garment pieces are generally returned with your completed order unless otherwise stated.
Can you guarantee which part of the fabric will appear in each letter?
We carefully choose fabric sections to create the best overall result, but exact pattern placement cannot always be guaranteed, especially with small prints or limited fabric.
How many garments should I send?
This depends on the design and how much variety you want in the finished piece. One garment may be enough for some designs, while several garments can provide more colour and pattern variation. Generally, we use 10cmx10cm of fabric per letter.
Can I send very sentimental or irreplaceable clothing?
Yes, but please keep in mind that the fabric will be cut as part of the process. Only send items you are comfortable having permanently altered.
How should I send my garments?
Please package them securely and include your order number and customer name. Please also include any special requests inside the package such as certain parts of the fabric you wish to be included, or thread colour you would like around the letters. Full sending instructions will be provided after ordering.
What happens if my garments are not suitable?
If we believe the fabric may not work well for the selected design, we will contact you before proceeding.
Can I use adult clothing instead of baby clothes?
Yes, in many cases. Contact us first if you are unsure whether the garment or fabric will suit the design.
If I chose sleeve embroidery, what font and thread colour will it be?
The font of the sleeve names will be a standard block font and will match the thread colour used around the main letters on the front. If you would like a different font or thread colour on the sleeve, please let us know in special requests.
Line Drawings & Kids’ Artwork
How does a line drawing order work?
Upload or send your chosen photo and we create a simplified line-art design suitable for embroidery. Once approved where applicable, the design is digitised and embroidered onto your selected garment on the left chest.
What type of photo works best?
Clear, well-lit photos with the people or subject visible work best. Avoid very dark, blurry or heavily cropped photos where important details are missing.
Do you include facial features?
No, our minimalist line-drawing style often uses simplified or limited to no facial detail to keep the embroidery clean and effective. If you would like facial features, please let us know in the special request section before placing your order.
Can you embroider my child’s actual drawing?
Yes. We can convert suitable children’s drawings into embroidery while keeping the character of the original artwork.
Can I change the photo after you have started the artwork?
If we have started digitizing already, a new photo will require a new artwork fee of $25 because the design needs to be created again.
Will every tiny detail in the drawing be embroidered?
Not always. Very small or complex details may need to be simplified so the final embroidery is clean and durable.
Business & Bulk Embroidery
Do you embroider business logos?
Yes. We offer custom logo embroidery for businesses, clubs, teams and organisations.
Is there a logo setup fee?
A once-off digitising fee of $55 applies for new embroidery logos. Once your logo is digitised and saved, the same file can generally be reused for future orders.
Do you offer bulk pricing?
Yes. Bulk pricing may be available depending on quantity, garment type and embroidery requirements.
Can you supply the garments too?
Yes. We work with a range of garment and workwear suppliers and can source items such as polos, tees, hoodies, caps, bucket hats, aprons and workwear.
Can I see a sample before placing a large order?
Depending on the order, we may be able to provide a sample or embroidery proof before full production. Contact us to discuss your requirements.
Returns & Issues
Can personalised products be returned?
Personalised products are made specifically for you and are generally not eligible for returns or exchanges for change of mind, incorrect sizing or customer-entered errors.
What if Embroida makes a mistake?
If we make an error with your order, please contact us with photos and your order number. We will work with you to resolve it.
What if my item arrives damaged?
Please contact us as soon as possible with clear photos of the item and packaging so we can assess the issue.
What if I ordered the wrong size, colour or spelling?
If the product has already been personalised, we are generally unable to remake or exchange it free of charge. Contact us and we will let you know what options may be available.
Can I cancel my order?
Contact us as soon as possible. If production or custom artwork has not begun, cancellation may be possible. Custom artwork or preparation fees that have already been completed may be non-refundable.
Clothing & Sizing
How do I choose the right size?
Please check the size chart on the product page before ordering. Personalised clothing cannot usually be exchanged for a different size once embroidered.
Do the sweaters run true to size?
Fit varies depending on the garment brand and style. Always refer to the individual product’s size chart rather than relying on your usual size. The sweaters and tees used are a unisex size, so they are more suited to Mens sizes, women may need to go down a size.
Can I exchange personalised clothing if it doesn’t fit?
Personalised items are generally not eligible for size exchanges because they have been made specifically for you.
Can I supply my own clothing for embroidery?
We may accept customer-supplied garments for some embroidery jobs. Please contact us before dropping off or sending any item, as not every fabric or garment is suitable for machine embroidery.
Baby & Personalised Products
What size are the baby blankets?
The size is listed on each individual product page. Please check the measurements before ordering, as different blanket styles may have different dimensions.
Where will the name be embroidered on the blanket?
Placement depends on the blanket and the option selected. Where available, you may choose options such as top border or lower section.
Can I match the thread colour to the blanket?
Yes, you can choose from the available thread colours shown on the product page.
Are personalised baby items safe to wash?
Yes, when washed according to the care instructions. Always follow the care label on the product and avoid harsh bleach or direct heat over embroidery.
Do you offer gift boxes with orders?
We offer a personalised gift box for $35. This is personalised with the name and a ribbon. Please choose this option at checkout if you would like to include a gift box.
Still need help?
If you can’t find the answer you’re looking for, send us a message and we’ll be happy to help.