FAQs

At checkout, there is a box called Order notes just below the billing and shipping details. Type the letters, name, date or short word exactly as you want them stitched, including capitals and punctuation. If you order several personalised pieces, list them in the same order as your cart, for example “Crewneck M Sand: J S M, gold thread; Tee L Ivory: Grace, blush thread”. We do not use a separate personalisation form or app, so the note is the one place we read.

A traditional three-letter monogram places the last-name initial in the larger centre position, with the first-name initial on the left and the middle-name initial on the right. For Jane Mary Smith that reads J S M. Some people prefer their initials in plain reading order instead, which is equally fine. Because tastes differ, we stitch the letters left to right exactly as you write them in Order notes, so write them in the order you want to see them on the garment.

No. We do not send a proof or digital mock-up before production. The product photos and descriptions show the style, size and placement of each design, and your note tells us the letters and thread colour. Please read your note once more before placing the order: a missing letter, a swapped initial or a misspelt name is stitched just as written. If you notice a mistake after ordering, see the next question.

Yes, if you tell us within 24 hours of placing the order. Reply to your order confirmation email or write to support@threadwell.shop with your order number and the corrected spelling, for example “Please change Katelyn to Kaitlyn”. After 24 hours the piece may already be in production and we cannot promise a change. The full rules are on our Cancel or Change an Order page.

Each product description gives a practical limit, because the space on a left chest, a cap front or a sleeve is different from a full-chest design. As a rough guide, a left-chest script name reads best at up to about twelve letters, varsity arch words at up to ten, and cap words at up to eight. If your word is longer, write to us before ordering and we will tell you honestly how it will sit.

No. We only stitch our own designs and your own words: names, initials, dates and short phrases. We do not reproduce school crests, mascots, team names or logos that belong to a district or club, brand logos, licensed characters or book cover artwork. Our Intellectual Property Policy explains why.

Most of our designs only need words in Order notes. If you want to show us something, such as a handwriting sample you would like us to follow as closely as our designs allow, reply to your order confirmation email and attach it. We use the picture only for your order and delete customer photos 30 days after delivery.

Our thread palette is Antique Gold, Ivory, Navy, Black, Blush Pink and Forest. Some products, such as the Classic Serif Monogram Crewneck and the Snowflake Initial Monogram Hoodie, have a Thread Color option on the product page. For the others, write your thread colour in the Order notes box at checkout.

Each product description says which thread we use by default for each garment colour, for example ivory on navy and navy on heather grey. If your note does not mention a colour, we use that default so your order is not held up. If you would rather pick, add it within 24 hours of ordering by replying to your confirmation email.

A few designs offer a Placement option. Left Chest is a compact version over the heart, about the size of a pocket. Full Chest is a larger version centred across the front, with more stitches and more detail, and it costs a little more; the price updates on the product page when you choose it. Most monograms and names are designed for one placement only, which the description states.

Screens show colours differently, and thread has a slight sheen that changes with light. Antique Gold, for example, looks warmer in daylight than under indoor bulbs. Our swatches are a close guide, not an exact match. If a colour is not what you hoped, you can still return the piece within 60 days with a free return label.

Crewneck sweatshirts, hoodies and tees come in unisex sizes S, M, L, XL, 2XL and 3XL. Quarter-zip pullovers come in S to 2XL. Caps and beanies are one size: caps adjust with a back strap and beanies stretch to fit most adult heads. Larger sizes cost a little more on some garments, and the price changes when you select the size.

The easiest method is to lay a sweatshirt or tee you already like flat and compare it with the size you are considering. Unisex garments are cut straighter and roomier than fitted women’s styles, so many women size down for a neat fit or stay at their usual size for a relaxed one. Our Size Guide walks through measuring step by step and explains how a hoodie, crewneck, quarter-zip and tee each feel.

Send it back within 60 days of delivery. We provide a free return label, and once your return arrives we refund you within 7 days so you can order the size you need. Personalised pieces are included. The steps are on our Returns & Exchanges page.

Yes. Book clubs, grade teams and families often order together. Add each item to the cart in the right size and colour, then list every name, initial and thread colour in Order notes in the same order as the cart. For a large group, you are welcome to email us first so we can check that the list is clear.

You can cancel within 24 hours of placing the order by emailing us with your order number. After that, the piece may already be in production. See Cancel or Change an Order for details, and our Refund Policy for how cancelled orders are refunded.

No account is needed, although you can create one at checkout to see your orders later. Either way, your order confirmation email contains your order number, which you need for Order Tracking and for any message to us.

We ship free, with no minimum order, to the United States, Canada, Australia and New Zealand. We do not ship to other countries at the moment. Every order ships from the USA.

Orders are processed in 1-3 business days, then spend 7-14 business days in transit to the US, Canada, Australia or New Zealand. Add the two together when you plan for a birthday, a wedding or a holiday. We cannot guarantee arrival by a specific date, so order early for occasions. Full details are on Shipping & Delivery.

Duties and taxes depend on the destination country and the value of the parcel, and we cannot predict them for every order. If you are unsure, contact us before ordering and we will help you find out what applies.

First check the timeline: 1-3 business days of processing plus 7-14 business days in transit. If that time has passed, email us with your order number and we will look into it with you and help put it right. The Order Tracking page explains each order status.

Yes. Personalised pieces can be returned within 60 days of delivery, like everything else in the shop, and change-of-mind returns travel back with a free return label that we provide.

We issue your refund within 7 days of receiving your return. It goes back to your original payment method, or as store credit if you prefer; store credit never expires. Your bank or payment provider may need a little extra time to show it. Read the Refund Policy for the full picture.

If a stitch has come loose, the embroidery is not what you wrote, or you received the wrong size or colour, email us with your order number and a clear photo. We will help put it right, and a return for our mistake never costs you anything.

Turn it inside out, wash on a cool, gentle cycle with similar colours, and tumble dry on low or hang to dry. Do not iron directly over the embroidery; if needed, iron the reverse side on a low setting with a cloth between. Avoid bleach, which can change thread colours.

Spot clean caps with a damp cloth and let them dry on a rounded shape so the brim keeps its curve. Hand wash beanies in cool water and dry them flat.

A tiny trimmed thread end on the inside backing is normal. If a letter is unravelling or a stitch has pulled on the front, that is not normal: send us a photo within 60 days of delivery and we will help.

The payment options available for your order are shown at checkout. Prices are in US dollars. Read more on our Payment Methods page.

Our store does not add sales tax at checkout. The price you see in the cart, with free shipping, is the price you pay to us.

We use your details only to make and deliver your order and to answer you. Customer photos are deleted 30 days after delivery. The Privacy Policy explains everything we collect and why.