FAQ

Shipping

How long will it take to ship my order?

Each piece is custom-made just for you, so we don’t rush the magic. Orders usually ship within 1–2 weeks, depending on the design and how full our stitching queue is. Quality takes time, and we promise it’s worth the wait.

How long does shipping take?

Once it’s in the mail, Canadian orders usually arrive in 3–9 business days.

Where do you ship?

For right now, we ship across Canada.

Orders

I'm having issues placing an order.

Tech can be a pain—we get it. Contact us here. Screenshots are super helpful, and we’ll do our best to get things sorted quickly.

What are the sizing specs on my order?

We use comfy, high-quality apparel with real-life unisex sizing. Each product page has a size chart to help you pick the right fit. If you’re stuck between sizes or would like to request another size, feel free to ask.

Do you embroider facial features?

Nope—we keep things minimalist and artsy due to the size of our designs. Think outlines, shapes, and gestures that capture the essence of your photo, not tiny, stitched noses or eyelashes. Please keep this in mind when choosing your image.

Can you make adjustments to my uploaded image?

Totally! If you want to remove a background, swap a shirt color, or crop out your ex, we got you. Just leave your request in the notes at checkout. Big changes may come with a small extra fee, but we’ll always confirm with you first.

Can I see a preview of my design before I place an order?

Yes! You can add a preview option at checkout for a small fee. It’s a great choice if you’re particular about the details or just like to see things before they’re stitched in thread forever.

I've paid for a preview of my design. How long does it take to receive it?

Previews are usually sent within 3–5 business days. If it’s taking longer, we’ll let you know—sometimes art (like life) takes a little wiggle room.

I would like to change my image.

If we haven’t started working on it yet, you’re in the clear! Just send us the new image ASAP. If we've already started digitizing or stitching, there might be a small fee to switch it up.

Product Care

How do I care for my new product?

Wash it inside out, cold, and gentle—then hang to dry if you can. Tumble drying on low works too, just don’t blast it with heat or bleach. Treat it like your favorite hoodie: with love.

Returns & Cancellations

Can I cancel or make changes to my order?

If we haven’t started digitizing or stitching yet, yes—just message us ASAP. Once we’ve started, we can’t guarantee changes, but we’ll always do our best to help where we can.

Can I return my order?

Since each piece is made-to-order and personalized, we don’t offer returns. But if something arrives damaged or not quite right, reach out—we genuinely want you to love your ISH, and we’ll work with you to make it right.