Guidelines

Custom Projects


1. Payment & Invoicing

  • Full payment is required before stitching begins.
  • If your invoice is not paid on time, your project will be placed on hold until payment is received. This will delay your turnaround time, as I will move on to the next order in my queue.
  • Orders with split invoices (deposit + fulfillment) will not be started until both parts are paid in full.
  • No item will be shipped or available for pickup without full payment. This is non-negotiable.

2. Design Approval & Changes

  • Once a mockup, design, font, or layout has been approved, no changes can be made after the item is stitched.
  • If you are unhappy with the agreed-upon design once stitched, changes can be made at a rate of $25/hour.
  • If I make an error, I will fix it at no cost.

3. Customer-Provided Materials

  • If you provide the material, fabric, or product, I will embroider the agreed-upon design. If the finished look is not as you imagined, I cannot offer a replacement or redo. Custom embroidery is a collaboration, and while I do my best to match your vision, results may vary.

4. Damages & Liability

  • In the rare event that a customer-provided item is damaged beyond repair during embroidery, I will reimburse you for the value of the item at a reasonable replacement cost.

5. Originality & Copyright

  • I will not recreate another artist’s or business’s exact design from a photo you provide.
  • I can, however, use inspiration photos as a starting point to create a unique design.
  • Exact duplication is rarely possible in embroidery, and I want to respect the work of other creators.

6. My Commitment to You

I am a one-woman shop, balancing online and local orders. I work hard to give each project the same level of care and quality.

Custom embroidery is a detailed, strategic, and time-intensive process—I will always give you my best.

I am human, and while mistakes may happen, I will do everything in my power to make it right.

Returns

While we strive for customer satisfaction, returns are handled on a case-by-case basis. Please contact us to discuss any issues or concerns regarding your order.

Shipping

Once you have placed an order, Shopify will automatically email the shipping details and tracking number once your order is completed and shipped. It is of the utmost importance that your email address is correct so you can receive these notifications. Chap & Graham utilizes USPS Priority Mail, and orders typically arrive three to four days after shipping.