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\nQuestions about thread colours, a spelling on a proof, a size for a gift or a parcel that has gone quiet all come to the same place: our support inbox, read and answered by people who know how embroidery works. This page explains how to reach Stitchy Home, how quickly we reply, what to include so we can answer in one message, and which page already answers the most common questions.
\nEmail is our main support channel, and for a personalised order it is the right one: every spelling, every date and every promise stays in writing, where both of us can read it again later. Write to support@stitchyhome.com from any email address. If your message is about an existing order, sending it from the address you used at checkout helps us find the order straight away, but it is not required.
\nWe do not offer telephone support or live chat at the moment. That is a deliberate choice: embroidery questions are often about a photo or an exact spelling, and both work better in writing than over the phone.
\nThe stitch proof email for your order can be answered directly. Write “Approved” to start stitching, or describe any change you want: a different spelling, a larger name, another thread colour, a portrait with the collar removed. Your reply goes to the person preparing your design and is matched to your order automatically.
\nWe reply to every message within 1 business day. Business days are Monday to Friday, excluding US public holidays, so a message sent on Saturday morning is answered by the end of Monday. Most messages are answered much sooner. If your question is urgent because stitching is about to start, put “URGENT” and your order number in the subject line and we look at it first.
\nIf you have not heard from us within 1 business day, check your spam or promotions folder for a message from an @stitchyhome.com address, then write again. Email does occasionally go missing, and we would rather receive your message twice than not at all.
\n| Your question is about | \nPlease include | \n
|---|---|
| An order you have placed | \nOrder number, the name on the order, and the piece you mean if there are several | \n
| A change before stitching | \nOrder number and the exact new text, size, colour or address | \n
| A delivery | \nOrder number and the latest tracking status you can see | \n
| A return or exchange | \nOrder number, the piece, the reason, and whether you want an exchange or a refund | \n
| A fault, misspelling or damage | \nOrder number and clear daylight photos of the problem, plus the box and label for damage | \n
| A portrait before ordering | \nThe photo you plan to use and the garment you have in mind | \n
| A thread or garment colour | \nThe garment colour and the look you want (contrast or tone on tone) | \n
| Sizing | \nThe wearer’s usual size in other brands and how they like a sweatshirt to fit | \n
Never send card numbers, security codes, bank details or passwords by email or ticket. We never need them to help you, and if they arrive we delete them.
\nMany questions are already answered on a dedicated page. If you would rather not wait for a reply, these are the places to look first:
\n| Question | \nPage | \n
|---|---|
| Where is my order? What does this tracking status mean? | \nOrder Tracking | \n
| How long will delivery take to my country? Will I pay duties? | \nShipping & Delivery | \n
| Can I change the spelling or the size? | \nCancel or Change an Order | \n
| Can I return a personalised piece? | \nReturns & Exchanges | \n
| When will my refund arrive? | \nRefund Policy | \n
| Which size should I choose? | \nSize Guide | \n
| Which photo works for a portrait? How do I wash embroidery? | \nFAQs | \n
| How do I pay, and is it secure? | \nPayment Methods | \n
| Everything in one place | \nHelp Center | \n
You do not need an order number to ask us something. Before you buy, we are glad to help with:
\nOnce you have ordered, everything about that order goes through the same email thread if possible: proof changes, shipping questions, returns, refunds. Keeping one thread per order means anyone on our side can see the full history and answer without asking you to repeat yourself. If you have several orders, please write separately about each.
\nIf something has gone wrong, such as a misspelling we introduced, a fault in the stitching or a parcel damaged in transit, send photos in your first message. With photos we can usually approve a replacement or refund the same business day, without asking you to send the piece back.
\nOur Submit Ticket page lists every type of request with a ready-made email subject, so your message reaches the right queue straight away. It is the same inbox as the address above, simply organised by topic. Use it if you prefer a structured form of message, or if you want to be sure you have included everything we need.
\nEvery message is read by a person, matched to your order if you have one, and answered in full rather than with a template that asks you to repeat yourself. If we need something from you, such as a clearer photo or the exact spelling of a name, we ask for all of it in one reply. If your request needs a decision, for example a replacement for a stitching fault, we tell you the decision and what happens next in the same message. If something will take longer than a day to resolve, such as a carrier investigation for a lost parcel, we tell you the expected time and write again when there is news, without waiting for you to chase us.
\nThree short examples of messages we can answer in one go:
\nEach one names the order (or says there is none), says exactly what is wanted, and includes the detail we would otherwise have to ask for. Order numbers in these examples are illustrations only; yours is shown in your order confirmation email and on the packing slip in your parcel.
\nRecipients are welcome to contact us directly. Use the order number on the packing slip. We can help with an exchange for a different size or garment colour, store credit in your own name, care questions or a problem with the piece. We do not tell you what the buyer paid, and we let the buyer know only what they need to know, for example that an exchange was made.
\nOur reply time is counted in US business days. Because of time zones, a message sent during your evening in Sydney or Auckland often arrives during our working day and is answered by the time you wake up; a message sent on your Monday morning may arrive on our Sunday and be answered on our Monday. Include your country in messages about delivery or customs so we can give you the right timings straight away.
\nStitchy Home
4810 W Gary Way
Laveen AZ 85339
United States
This is our business address for correspondence and legal notices; it is not a shop, showroom or returns address. Please do not post returns to it without a return authorisation, because returns are handled with their own instructions and prepaid label, as described in our Returns & Exchanges Policy. Orders ship from the USA.
\nFor press questions, permission to use our photos, collaboration ideas, or business and club orders with your own logo, email support@stitchyhome.com with a subject line that describes the request. Business orders with a logo need written agreement on the design, quantities and timing before anything is stitched, and we will confirm that the logo is yours to use, as explained in our Intellectual Property Policy.
\nReal messages from Stitchy Home come from addresses ending in @stitchyhome.com. We never ask for payment outside our checkout, never ask for card numbers or passwords, and never ask for a fee to release a refund or a parcel. If you receive a message like that using our name, do not reply or click any links; forward it to support@stitchyhome.com.
\nIf any part of the site is hard to use with a screen reader, keyboard or zoom, or if you would like product information in another format, tell us. We will help you place your order by email and use your feedback to improve the site.
\nMessages and photos you send to support are used only to help you with your question or order and are kept as described in our Privacy Policy. We do not add you to any marketing list because you wrote to us, and we do not share your message with anyone outside the people who help with your order.
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