Contact Us

Last updated: October 31, 2026

Thread Well is a small online shop for embroidered apparel: monogram and name crewnecks, hoodies, quarter-zips, tees and caps, plus bookish, hobby and seasonal designs. Because nearly every order is personalised from the words you type in Order notes, a clear conversation matters to us. This page explains how to reach us, what to include so we can help on the first reply, and which page answers your question straight away if you would rather not wait.

How to reach Thread Well

The quickest way to reach us is email. Send your message to support@threadwell.shop from the address you used at checkout if you can, because that lets us find your order immediately. We read every message ourselves and reply within 24 hours on business days. Messages sent on a weekend or a public holiday are answered on the next business day.

We do not offer phone or live chat support. Email suits embroidery questions well: you can attach a photo of a stitch, paste the exact spelling of a name, and keep a written record of what we agreed, such as a corrected monogram or a thread colour change.

If you already have an order, the simplest route is to reply to your order confirmation email. Your order number stays in the subject line, and your message reaches the same inbox.

Our business details

These are the details registered for the shop. Please use the email address for all support; the postal address is not a returns address unless we tell you otherwise in a return email.

What to include in your message

A complete first message usually means a complete first answer. Depending on your question, please include:

• Your order number, found in your confirmation email and in your account if you created one.
• The name and email on the order, if you are writing from a different address.
• The item you are asking about, for example “Mama Crewneck, Sand, size M”.
• Exact wording when the question is about letters: write the corrected name or initials in capitals and lower case exactly as they should be stitched.
• A photo taken in daylight if something looks wrong, showing the whole design and one close-up of the stitches.
• A date if you are ordering for an occasion, so we can tell you honestly whether the timeline works.

Please never send card numbers, bank details or passwords by email. We will never ask for them, and nobody from Thread Well will ever contact you asking for them.

Which page answers your question fastest

Many questions already have a full answer on one of our pages. If you would like to check first, this table points you to the right one.

Questions before you order

We are happy to answer questions before you buy. Common ones include whether a long surname will fit in a varsity arch, which thread colour reads best on a sage crewneck, whether a hoodie or a crewneck makes a better gift for someone you cannot ask, and whether an order will arrive in time for a date. Tell us the product, the words you have in mind and any date, and we will give you a straight answer.

We cannot stitch school crests, mascots, team names, brand logos, licensed characters or book cover artwork, because they belong to someone else. Your own words, names, initials and dates are always welcome. If you are not sure whether something counts, ask us first; our Intellectual Property Policy explains the reasoning.

Group, club and team orders

Book clubs, grade teams, families and bridal parties often order several personalised pieces at once. You can order them yourself in one checkout: add each item in the right size and colour, then list every name and thread colour in Order notes, one line per item, in the same order as the cart. For longer lists, email us first with the list and the products. We will check that every line is clear before you place the order, which avoids mix-ups when ten similar crewnecks are being stitched.

Group orders follow the same policies as single orders: free shipping to the US, Canada, Australia and New Zealand, 1-3 business days of processing, changes within 24 hours, and returns within 60 days with a free label.

After you order: changes and corrections

If you notice a typo or want a different size, colour, thread or address, write to us within 24 hours of placing the order. Put the order number first and the correction second, for example “Order 1042: please change Katelyn to Kaitlyn on the mama crewneck”. We confirm every change by email so you know it has been made. After 24 hours the item may already be in production; we will still tell you honestly what is possible. The details are on Cancel or Change an Order.

If something arrives wrong

If letters do not match your note, a stitch has pulled loose, or you received the wrong garment, size or colour, email us with your order number and a clear photo. Please keep the item and its packaging until we reply. We will help put it right, and any return caused by our mistake costs you nothing. You also have 60 days from delivery to return anything for any reason with a free return label, so a change of mind is covered too.

What happens after you write

1. Your email arrives in our support inbox, the one place we answer from.
2. We match it to your order using the order number or email address.
3. Within 24 hours on business days, you receive a reply with an answer, the next step or a question if we need one more detail.
4. If your request involves a change, a return or a refund, we confirm each step in writing, so you always know where things stand.

If you have not heard from us within 24 hours on a business day, please check your spam or promotions folder, then write again; occasionally a message is filtered on the way.

Sample messages that get a fast answer

You do not need special wording, but these examples show the details that let us reply in one go. Copy one, change the specifics, and send it.

Correcting a monogram

“Hello, order 1187, Classic Serif Monogram Crewneck in Sand, size L. I wrote J M S in the note but would like the surname initial in the middle: J S M, Antique Gold thread as selected. Thank you.” This tells us the order, the item, what is wrong and exactly what you want instead.

Asking whether a word will fit

“Before I order the Varsity Arch Name Crewneck in Heather Grey: will the surname WHITTAKER sit well, or is it too long? I would like Navy thread.” We can then tell you how steeply nine letters arch and suggest an alternative if a shorter word would look better.

Checking a date

“I would like two Mrs. Script crewnecks shipped to Toronto for a wedding on the 20th of next month. Is there enough time?” We will count 1-3 business days of processing and 7-14 business days in transit and answer honestly, without promising a delivery date we cannot control.

Reporting a problem

“Order 1203, Dog Mom hoodie in Black, size M. The name reads BISCIUT instead of BISCUIT, which is what I wrote in my note. Photos attached.” Two photos, one of the whole design and one close-up, are enough for us to see the problem and put it right.

Starting a return

“Order 1219, Single Initial Dad Cap in Khaki. The colour is lighter than I expected and I would like to return it.” We will send the free return label and the next steps; your refund follows within 7 days of the cap reaching us.

Asking for gift advice

“I am buying for my mother-in-law, who usually wears a women’s medium and likes things roomy. Would you suggest the Grandma’s Garden crewneck in M or L, and does Forest script read well on Light Blue?” Tell us what you know about the person, and we will help you narrow it down using the Size Guide and what each design looks like in each colour. If the guess turns out wrong, the 60-day return with a free label still applies.

Planning a message around an occasion

Many orders are gifts with a date attached: a wedding, Mother’s Day, the first day of school, Halloween, the holidays, a graduation. The table shows how the published timeline adds up, so you can decide when to order and when to write to us with questions.

Business days exclude weekends and public holidays, and busy seasons fill up, so leave extra room before the date. If the date is close, email us before ordering rather than after; we would much rather say “that is tight” in advance than disappoint you later.

Privacy when you contact us

We use the details you send only to answer you and to handle your order. Photos you send are used for your order alone and customer photos are deleted 30 days after delivery. Read the Privacy Policy for the full explanation of what we keep, why and for how long.

A note on tone and time

Embroidery questions are often about small things that matter a great deal: one letter, one shade of thread, one size. Ask as many questions as you need before ordering; there is no such thing as a fussy question when a name is being stitched onto something you will wear for years.

Ready to write?

Email support@threadwell.shop, or choose your topic on Submit a Ticket for an email with the subject already filled in. You can also browse the Help Center or go back to the shop to keep looking.