Frequently Asked Questions

🧵 Order & Customization Process

⏱️ Shipping & Production Times

1. How do I submit my custom text or design for an order?

2. Can I see a proof of my design before you make it?

3. What types of files do you accept for custom logos?

Answer: It’s easy! When viewing a custom item, you'll see a text box right on the page to type in your desired names, dates, or initials. If you have a specific logo or design, you can upload your file directly on the product page before checking out, or email it to us at [Your Email].

Answer: Absolutely. For all custom orders, we will email you a digital mockup (proof) of your design within 2–3 business days of your order. We want to ensure your layout, spelling, and colors look exactly how you want them before we begin production!

Answer: High-resolution files work best! We prefer clean vectors like SVG, PDF, or high-resolution PNG images with transparent backgrounds. If your file requires extensive formatting or digitizing to make it ready for machine embroidery, a small setup fee may apply.

1. What is your turnaround time for custom orders?

Answer: Because each piece is handmade and customized specifically for you, our standard production turnaround time is typically 7–14 business days before shipping. During busy holiday seasons, times may vary, but we always display our current processing times right on our homepage banner.

2. Do you accept rush orders if I need a gift quickly?

Answer: We accommodate rush orders whenever our current studio schedule allows! Please contact us prior to placing your order to check our availability. A rush production fee and expedited shipping charges will apply to guarantee delivery by your deadline.

3. Can I make changes to my order after it has been placed?

Answer: We allow changes to custom text or details within 24 hours of placing your order. Once a design proof has been approved and production or embroidery has begun, we are unfortunately unable to make further modifications or cancellations.

🧼 Product Care & Quality

1. How should I wash and care for my embroidered apparel?

Answer: To keep your custom embroidery looking pristine, we recommend turning the garment inside out and machine washing it on a cold, gentle cycle with mild detergent. Hang drying is best, but you can tumble dry on low heat. Avoid bleach, and if you need to iron the item, place a pressing cloth or light towel over the embroidery rather than ironing directly on the threads.

2. What materials do you use for your apparel and crafts?

Answer: We prioritize premium, high-quality materials to ensure your pieces last. For our custom apparel, we love working with soft, natural fabrics like 100% organic cotton and linen which offer beautiful stitch density and feel incredible to wear.

📦 Returns & Cancellations

1. What is your return policy for personalized items?

Answer: Due to the permanent nature of customization, all personalized and custom-made items are final sale and cannot be returned or exchanged. However, if there is a spelling error on our part or a structural defect with the item when it arrives, please reach out to us within 48 hours of delivery so we can make it right!

2. Do you offer bulk discounts for bridal parties, businesses, or events?

Answer: Yes! We love creating cohesive sets for special events, small businesses, or family gatherings. Bulk pricing tiers typically kick in for orders of 10 or more identical items. Send us a message through our contact form with your timeline and quantity ideas, and we’ll put together a custom quote for you.

👶 Mama Keepsake Sweater FAQs

1. How does the process work for sending in my baby onesies?

2. Can I choose which parts or patterns of the onesies go into specific letters?

3. Will I get my leftover clothing/fabric scraps back?

Answer: It’s a seamless process from start to finish!

Answer: Yes! When you send in your garments, you are welcome to include a note specifying if there is a particular pattern, logo, or graphic you want featured prominently. Before we begin the permanent embroidery process, we will email you a photo proof showing exactly how the fabric fits within the lettering layout so you can see it and approve it first.

Answer: Absolutely. We completely understand how precious these garments are to you. Once your keepsake sweater is fully completed, we will package up and ship back all of your remaining excess fabric and clothing pieces right along with your finished sweater. If you prefer that we discard or recycle the leftover scraps instead, just leave us a note at checkout or reply to your design proof email to let us know!

Step 1: Place your order on our website.

Step 2: Pack and ship your chosen onesies or clothing items to our studio at your own cost (we will provide our secure shipping address in your order confirmation email).

Step 3: Once your items safely arrive, we carefully plan the layout, cut the fabric pieces, and place them inside a design template of your "MAMA" lettering.

Step 4: We will email you a photo proof of this layout for your final approval before a single stitch is made. Once approved, we complete the embroidery and ship your custom keepsake sweater straight to your door!