Frequently Asked Questions

Pick a design you love, choose your style and size, then complete the personalization options available on the product page. Depending on the design, you may upload a family, child, or couple photo, choose a title such as Mama or Dad, and add names or a special year. Double-check your details, tap Add to Cart, and check out. We'll take care of the rest!

Confirmation emails sometimes land in spam or promotions folders, so please check there first. Still can't find it? Email us at service@embrohug.com with the name and email you used at checkout and we'll resend it.

Because every piece is made just for you, we start working on your order right away. Once an order is locked for production, it can't be canceled or changed — including size, color or personalization details. If you spot a mistake, email service@embrohug.com as soon as possible and we'll do our best to help before production begins.

At checkout, enter your code in the Discount code box and tap Apply. If a promotion applies automatically, you'll see it in your order summary.

For products that offer photo personalization, choose a clear, well-lit family, child, or couple photo where everyone you want included is easy to see. Phone photos are welcome if they are sharp and detailed. Avoid blurry or heavily filtered images, cropped faces, and photos where people overlap or are obscured. Follow the product page's guidance on the number of people and photos supported by your chosen design.

We prepare an embroidery design based on the product you choose and the personalization details you submit. For photo-based pieces, your family, child, or couple photo is adapted into an embroidery design. For text-based pieces, we arrange your selected title, names, or year as shown on the product page. The design is then stitched onto your garment using a computerized embroidery machine, and your finished piece is checked before packing.

Our sweatshirts, hoodies and tees are a relaxed unisex fit. You'll find a size chart in each product's photos — compare it with a top you already love. If you're between sizes or want an oversized look, size up.

Turn it inside out, machine wash cold on a gentle cycle, and tumble dry low or hang to dry. Please don't iron directly over the embroidery.

Yes! We ship to most countries around the world. Not sure if we deliver to you? Drop us a line at service@embrohug.com.

Every order is made to order, so there are two steps:

• Production: 3–7 days
• Shipping (after it leaves us):

• United States: 5–7 business days standard, 3–5 express
• Canada: 7–10 business days standard, 5–8 express
• Europe: 5–7 business days standard, 3–5 express
• Australia: 7–12 business days standard, 5–10 express
• Rest of the world: 5–15 business days standard, 3–12 express

Holidays, customs checks and carrier delays can occasionally add extra time.

• US & North America: $7.99 standard, free on orders of $69+; express $14.99
• Europe: $8.99 standard, free on orders of $79+; express $15.99
• Rest of the world: $9.99 standard, free on orders of $99+; express $16.99

You'll see the exact options and price for your address at checkout.

We'll email your tracking number as soon as your order ships. Tracking can take a day or two to show updates. If your order hasn't arrived within the estimated time, email service@embrohug.com and we'll get back to you within 1 business day.

International orders are shipped duties unpaid, so any customs duties or import taxes are charged by your country when the parcel arrives and are paid by the recipient. For customs reasons we can't mark orders as gifts or declare a lower value than the actual price.

Because every item is personalized just for you, we can't accept returns or exchanges, and we don't offer refunds.

But if something goes wrong on our end, we'll make it right with a free replacement, within 30 days of delivery, when:

• your item arrives damaged or faulty, or
• it's noticeably different from what you ordered (for example, your personalization was stitched incorrectly), or
• your package shows no tracking movement for more than 3 weeks or is far past its estimated arrival.

To request one, email service@embrohug.com with your order number, your email, and photos or a video of the issue.

See our full Return & Refund Policy.

If the wrong name, size or design was entered at checkout, we can usually send a corrected replacement for a small fee — there's no need to send the original back. Email service@embrohug.com and we'll sort it out.

Email us anytime at service@embrohug.com or use our contact form. We reply within 1 business day.