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FREQUENTLY ASKED QUESTIONS

1. Do you embroider items that the customer brings to you? 

 

Yes. PLEASE NOTE: Items are subject to potential damage during the embroidery process. Fairy Cottage does not assume any liability for items damaged during the embroidery process. Although rare, we want to make sure that you are aware of the potential risk involved. You must sign a service agreement form.

2. Do you embroider logos? 

Yes, please note the following:

1. We have logo embroidery services available through a third party if you need your logo to be digitized.

2. We are able to embroider logos if the customer owns the logo or has the authority to give/provide official written permission for the use of the logo.

3. Is a picture of my logo all you need for it to be embroidered? 

A logo must first be digitized in order to be embroidered. Digitizing a logo is the process by which a logo picture file is made into a file format that can be understood by embroidery machines.

4. Can you embroider Disney characters or other popular characters?

 

We cannot embroider any characters that are trademarked and/or require licensing.

5. Can you use one of your designs on a different item?

Generally speaking, yes. However, there may be size limitations for some items. If you have something in mind, don't hesitate to reach out!

6. What is the process for an original embroidery request?

We love to bring your ideas to life! If you have any special requests for designs that you don't currently see on our site, we can still make it happen! Even if your idea is vague, we will make it work! As we grow our small business we are continuously adding to our designs, fonts, and styles. 

 

  • Tell us your idea! 

  • We'll show you a few design options, and if those don't work, we'll show you some more. Currently, we are investing in acquiring new designs and fonts for future use, so if we don't have it, we can potentially add it to our collection per your request. 

  • Once you have made a decision and we have noted all of the details, we will embroider your item(s). 

  • Once approved, we ship your our items right away. 

7. How do I track my order?

A tracking number will be emailed to you once it has been generated. 

8. What if I change my mind on a custom order?

If you change your mind on a custom order please contact us as soon as possible using the contact form on this site or email me at Erika@FairyCottageEmbroidery.com. If we have not yet processed your order we may be able to make the changes at no cost to you. However, if the order was processed, a variable restocking fee will apply. 

9. What if I order apparel from the catalog and it doesn't fit?

The catalog includes a View Product Measurement button that you can use as a reference before purchasing, please make use of that before ordering.

However, if you are in Bakersfield, CA and would like to try on your apparel please let me know! I will be more than happy to allow you to try it on before it gets embroidered. If it doesn't fit we can order the correct size. The exchange is subject to a shipping and handling fee.

Once a garment is embroidered, it cannot be returned or refunded. 

10. What is your Return Policy?

Refund/Cancelation Policy

Catalog Orders

Catalog items can be partially refunded, or exchanged on a case-by-case basis, provided that the items have not been embroidered or altered in any way. A 20% service charge will be applied along with any applicable shipping charges. Discontinued or closeout items cannot be returned or refunded. Exchanges for up to two items will also require a shipping and handling fee. Exchanges for quantities above two items will be considered a return and will require a 20% service charge plus applicable shipping charges.

Customized/Personalized Items

All customized items are final sale. 

Logo Design Service

There is a non-refundable service fee of $25 if you decide not to proceed with any of the logo designs presented to you. 

Logo Digitizing Service 

Logo digitizing services are non-refundable.

11. What are the rules for monogramming? 

See the examples below

Mary Elizabeth Smith

MSE    or      MES

Mary Elizabeth Smith-Brown

MSBE    or      MESB

Mary Smith

MS