Questions & terms
Ordering
Why do I pay before sending a photograph?
The order reserves a slot in the atelier and opens your record. The upload link is emailed immediately and does not expire.
What if my photograph cannot be used?
We tell you within two working days and ask for another. If no photograph works, the order is refunded in full.
Can I change colour or size after ordering?
Any time before the stitch map is approved. After approval the garment is hooped and cannot be swapped.
Can I order without an account?
Yes. An account only stores your records so a second piece can be stitched from the same map later.
The embroidery
How close is it to the photograph?
Thread cannot hold every gradient in a photograph. What survives at 90mm is the shape of the head, the markings and the expression. You see exactly what will be stitched before we begin.
Can you stitch more than one animal?
Two on one piece, from two photographs. A third crowds the placement and the faces stop reading.
Can a name be added?
Yes, beneath the portrait, in the same thread. Ask before approving the stitch map. No additional charge.
How do I wash it?
Cold, inside out, on a gentle cycle. Dry flat. Do not iron directly over the embroidery — press from the back with a cloth.
Shipping
Shipping times are counted from dispatch, after the three to four weeks of making.
Returns
Size exchange only.
Every piece is made for one animal and cannot be resold, so change-of-mind returns are not accepted. This is why nothing is stitched until you have seen and approved the stitch map.
Exchanges
Within 14 days of delivery, unworn. The embroidery cannot move between garments, so the piece is remade — allow three weeks. Free within Australia, once per order.
If we get it wrong
If the stitching does not match the map you approved, or the garment is faulty, we remake it at no cost and cover postage both ways.
Cancellations
Full refund any time before the stitch map is approved. After approval the thread is committed and the order cannot be cancelled.
Your photographs
Photographs are used to make your piece and nothing else. We do not publish them, and we do not use them in advertising unless you tell us we may. Stitch maps are kept on file so a matching piece can be made later; ask and we will delete yours.