Have questions? We’ve got answers.

Q: How long will my order take to ship?
A: Most items ship within 5–7 business days since everything is made to order. Need it faster? Reach out before ordering!

Q: Can I customize the thread color or placement?
A: Totally! Many of our products have custom thread options at checkout. If you want something extra specific, send us a message.

Q: What kind of embroidery thread do you use?
A: We use high-quality polyester thread and professional embroidery techniques — including puff embroidery on select designs!

Q: How do I choose thread colors for my personalized item?
A: We offer a thread color chart to help you select the perfect shade. You can choose your thread color during checkout or contact us if you need assistance.

Q: Can I see a mock-up before my item is embroidered?
A: Yes! A digital mock-up is provided upon customer request to ensure your design looks exactly how you want. If you'd like a physical sewout sample, we provide one sewout for new custom designs at no cost for approval. Additional sewout samples are available for $5.00 each.

Q: Can I change or cancel my order after it’s placed?
A: Because many items are custom-made, changes or cancellations must be requested within 24 hours of ordering to ensure your order can be updated.

Q: Do you offer gift cards or wholesale pricing?
A: Yes! Contact us for details about gift cards and wholesale pricing options—we’d love to work with you.

Q: Do you accept returns or exchanges?
A: We accept returns on non-monogrammed items in new, unused condition within 30 days of delivery. Items customized with names, initials, or numbers (like monograms or player jerseys) are final sale and not eligible for return or exchange. However, if your item only has a custom thread color, we’ll gladly accept a return as long as the item is unused.

If your order arrives damaged or incorrect, please contact us at hello@whicholdstitch.com within 7 days so we can make it right.

Q: Can you do bulk orders or custom designs?
A: Yes! We love collaborating on custom projects, events, or gifting bundles. Reach out through our Contact page, email us at hello@whicholdstitch.com, or send us a direct message on Facebook.