Frequently Asked Questions
FAQ
Stitch Happens: Your Burning Questions, Sewn Up
At our small online embroidery shop, we know you may have questions about managing your account, how your custom order gets delivered, payment options, and the details of your purchases…
We also cover important policies around returns and exchanges…
Account
Can I update my shipping or billing address?
Yes, you can update your shipping and billing addresses anytime through your account dashboard. If you encounter any technical issues, please contact us for assistance.
Can I edit my payment details?
No, you cannot change payment details. We only accept PayPal payments as it provides a secure, reliable, and trusted checkout experience. Your payment details are processed directly by PayPal using industry-standard encryption, which means we never have access to or store your financial information. This helps protect your privacy, reduces the risk of fraud, and ensures your transactions are handled safely.
Can I change my email address?
Yes, you can update your email address anytime from your account dashboard. If you have any trouble, please don’t hesitate to contact us for assistance.
Can I change my password?
Yes, you can update your password anytime from your account dashboard. If you run into any issues, please contact us for help.
Orders
Can I cancel or change my order?
Unfortunately, we are unable to cancel, change, or modify orders once they have been placed. As a small business, all of our products are custom-made and embroidered to your specifications. Production often begins shortly after an order is received, making it impossible for us to accommodate changes or cancellations. Please take a moment to carefully review your order, including all personalisation details, before completing your purchase. If you have any questions before ordering, we’re always happy to help through our contact page.
Can I track my order?
Once the order has been completed and sent via AusPost, you will be notified via email with an AusPost tracking number that you can check via AusPost Tracking. If you have an account with us, you can track your order by logging into your Account Dashboard. Go to Orders, select the relevant order, and you’ll find your Australia Post tracking number in the Order updates section.
My order is taking a while, what do I do?
As all of our items are custom-made and embroidered to order, processing times may be longer than those of mass-produced products. If you believe your order is taking longer than expected or you have any questions about its progress, please contact us via our contact page. We’ll be happy to provide you with an update on your order as soon as possible.
Have a question that’s not covered here? We’d love to help! Whether you need advice on personalisation, custom embroidery, product details, or anything else, simply get in touch via our Contact page. We’ll be happy to assist you and help bring your embroidery ideas to life.