Shipping policy

Order Processing & Estimate Manufacturing Times

All of our products are made to order in our South East London studio. Production times vary depending on the piece and embroidery process.

• Standard pieces - such as name patches and other straightforward items — are usually made within 10 working days from the date of purchase.

• Complex or large-scale pieces - including merch caps, figurative artworks, embroidered garments and other more involved pieces; are made during scheduled production weeks, typically in the first week of each month. Scheduling may occasionally vary.

The relevant production category is listed on each product page.

If you need your order sooner, please contact us before ordering or reply to your confirmation email. We’ll always do our best to accommodate earlier deadlines where our schedule allows.

Shipping Services

• All orders are shipped with tracked delivery services.

• UK and Worldwide orders are typically sent using Royal Mail Signed For, Special Delivery, or an equivalent tracked service.

• For international orders, we use insured courier services such as Parcelforce, DPD, UPS, DHL or equivalent.

Insurance & Liability

• Shipments are insured to cover loss in transit, the courier’s terms and level of cover.

• Compensation for lost parcels is limited to the amount recoverable through the relevant courier or insurance service.

• We cannot accept responsibility for delays caused by couriers, customs processing or local authorities.

Customer Responsibility

• Please ensure shipping details are correct at checkout. We cannot take responsibility for items sent to an incorrect address provided by the customer.

• International customers are responsible for any import duties, taxes or local charges applied in the destination country.

Custom Garments Sent to Us

For services where you send us your own garment or item for embroidery:

• Where arranged by the Studio, we can provide a pre-paid, tracked and insured shipping label.
• If an item is lost in transit, compensation is limited to the amount recoverable under the courier’s insurance, together with any applicable embroidery service fee.
• Proof of purchase may be required when making an insurance claim.
• We cannot guarantee reimbursement based on resale value, replacement value above the insured amount, or sentimental value.