FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Ordering
Can I change my order once processed?
We regret to inform you that we are unable to make changes to your order once it has been placed. This is because all items are personalised/made to order and production starts immediately.
If you order one of our personalised teddies then we will send you a mock up of the designs prior to making it, once you approve the design you can no longer change or cancel your order.
If I write my personalisation in capitals will my order come in capitals?
Yes, all personalisation fields are case sensitive and will be added to your order exactly as written, this includes spaces.
How many letters can I have embroidered?
We recommend under 10 characters. We can embroider more but please be aware that the more characters the smaller it will be.
You can request text to be over two lines. To do this, please add a note to your order.
Left Chest Embroidery is suitable for one name or initials, we do not recommend multiple/hyphened names for Left Chest placement.
Sizing
The majority of our product listings have a size guide available. Please bear in mind our handmade clothing sizing differs to our supplier stock items and, as with many stores, differing materials and styles of clothing can change the sizing.
Please allow 1-2cm tolerance for all item sizing.
If you are unable to locate the size guide or have any further questions regarding sizing please don’t hesitate to contact us here.
How can I check my order status?
If you created an account at checkout, you will be able to log-in to see the status of your order. If you did not create an account you will receive email updates. We only update you via email once your order is placed and then again once it is shipped. We will not update you during the manufacturing process.
Shipping
Where do you ship to?
We currently only ship to the United Kingdom via the website, If you are an international customer please shop our Etsy Store here PersonallyStitchedUK
How long will delivery take?
Following dispatch of your item delivery times will be dependent on what you selected at checkout.
Royal Mail 24 Tracked - Next Working day Aim, however, can take 1-3 Working days during busy periods.
Royal Mail 48 Tracked - 2 Working day Aim, however, can take 2-5 Working days during busy periods.
NOTE: Delivery times are from time of dispatch not time of order
Do you offer free delivery?
Yes. All orders over £50 will receive free standard delivery.
Can I Speed Up My Order?
If you require an order before the 10 working day dispatch time (please factor in shipping duration following dispatch) you will need to pay for priority dispatch at checkout. This will put your order to the front of the processing queue.
If you need your order by a specific date please contact us prior to placing your order for an update on current processing times.
We cannot add priority dispatch after your order has been placed..
Returns
How do I return an item?
Please see our Returns & Refunds page here
We cannot accept returns or cancellations on personalised or made to order items.
If an item is defective or there is a clear error on our part, please accept our apologies and follow the instructions very carefully on our Returns Policy page.
PLEASE NOTE: There are strict time scales with returns as detailed on the returns page. These must be upheld otherwise returns requests will be cancelled.
What if my package is lost or stolen during transit?
Personally Stitched is not responsible for lost, stolen or damaged items during transit. You will not receive a refund. You will receive a replacement order only when a full investigation is launched with Royal Mail and a resolution is made.