FAQs

Do I need to make payment first?

Yes. As all our items are handmade from scratch and customised, full payment is required before we proceed with any order.
Once payment is made, no changes or cancellations are allowed.

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Can I view the PDF before embroidery?

Yes. Please WhatsApp us at +65 9008 3464 with your order number immediately after payment. We will then send you a PDF preview.

Please note:

• PDF will only be sent to customers who WhatsApp us with a confirmed order number.
• No changes are allowed once the PDF is confirmed.
• Kindly check all details carefully, especially the name. Once confirmed (even if there is a mistake), no further changes will be accepted.
• Actual embroidery may differ slightly from the PDF as this is embroidery, not printing.

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What is the lead time?

Normal orders: 2–4 weeks (excluding delivery time)
Urgent orders: 2–5 working days (excluding delivery time)
Additional charge: +$5 per item

Important notes:

• Additional shipping fee (+ $5 per trip) applies to dispatch urgent items first (unless self-collection).
• If only some items are urgent, please check out separately.
• WhatsApp us at +65 9008 3464 to check availability for urgent orders.

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Can I request an icon not in your album?

Yes. Please search on Google for “(icon name) cartoon PNG” and paste the link in the comment box.

Please note:

• If the image is not suitable for embroidery, we will replace it with a similar icon.
• Colours may vary based on our embroidery colour chart.
• Final embroidery will not be 100% identical as this is not a printing service.

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Are the insert and case separated?

Yes. The insert and case are separated, so you can remove and wash the case easily.
You may also purchase extra cases for replacement

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I already have my own insert. Can I order a case in my own size?

Yes. Custom sizes are available with a +$2 custom fee on top of the quoted price.
Please WhatsApp us at +65 9008 3464 with your measurements for a quotation.