Shipping & returns
Custom patches are made to order, which changes how returns work. Here is exactly where you stand.
Production time
Standard production takes 7-10 business days after proof approval. Rush production is available at 3-5 business days (rush fee applies) for an additional fee, agreed before you order.
The production clock starts when you approve your digital proof, not when you first contact us. If a proof sits waiting for your approval, that time is not counted against the turnaround.
Delivery
We ship worldwide with tracking on every order, and send you the tracking number as soon as your parcel leaves us. Shipping is quoted per destination at cost — we do not add a margin to it.
| Standard delivery | 5–10 business days after dispatch |
|---|---|
| Express delivery | 2–4 business days after dispatch |
| Tracking | Included on all orders |
| Ships from | United States |
Customs and import duties
Any import duties, taxes or customs charges applied by the destination country are the recipient's responsibility and are not included in our prices. We declare all shipments accurately, as the law requires. If you are unsure what your country charges, check before ordering — we cannot predict it for you.
Returns on custom-made items
Because every patch is manufactured specifically to your approved design, custom orders are not returnable for a change of mind. This is standard across the industry and is exactly why we insist on a digital proof first: the proof is your chance to change anything at all, at no cost.
When we get it wrong
If your patches do not match the proof you approved, or arrive damaged or defective, we will remake them at our expense or refund you in full — your choice. Contact us within 14 days of delivery with photographs, and we will sort it out.
This covers:
- Wrong colours, size, quantity or backing versus your approved proof
- Manufacturing faults such as loose stitching, fraying or misshapen borders
- Damage that occurred in transit
What is not covered
- Errors that were present in the proof you approved — please check proofs carefully, including spelling
- Damage from incorrect application, such as ironing a PVC or sequin patch
- Normal wear, or damage from hot washing and tumble drying
- Delays caused by the courier or by customs clearance
Lost parcels
If tracking shows your parcel has not moved for an unusual length of time, contact us. We will open an investigation with the courier and keep you updated. Where a parcel is confirmed lost in transit, we remake and reship your order.
Cancellations
You can cancel free of charge at any point before you approve your proof, since nothing has been produced. Once production has begun, cancellation is not possible because the goods cannot be resold to anyone else.