FAQs
Product & Customization
1. What products can I personalize or embroider?
You can personalize towels, hats, hoodies, and other apparel with custom names, initials, or designs.
2. Can I request a custom design or logo embroidery?
Yes! We can embroider custom designs or business logos. Just send us your artwork or idea before ordering.
3. What thread colors are available?
We have a wide range of thread colors. You can choose your preferred color in each of our product.
4. Do you offer bulk or group orders (e.g. wedding gifts, team uniforms)?
Yes, we do! Contact us for a quote on bulk or event orders — we’ll help you get the best rate.
5. How do I provide my name or design for embroidery?
You can enter your customization details in the text box on the product page before adding to cart.
6. Can I see a preview before you start embroidery?
Yes, we can send a digital preview upon request before production begins.
7. Do you embroider on items provided by the customer?
Currently, we only embroider items purchased through Threads on Kiwi to ensure the best quality results.
8. What materials or fabrics do you use for embroidery?
We use high-quality cotton and polyester fabrics designed to hold embroidery securely and last long.
Orders & Shipping
9. How long does it take to process and ship my order?
Orders are processed within 1 to 3 working days for custom orders and shipped on Monday through Friday. Orders placed on weekends/public holidays will be dispatched the next working day. Shipping time is 1 to 4 working days.
10. Do you ship outside New Zealand?
At the moment, we only ship within New Zealand — but international shipping is coming soon!
11. How can I track my order?
Once your order ships, you’ll receive a tracking number via email.
12. Can I change or cancel my order after placing it?
We can modify or cancel your order within 1 hours of purchase. After that, embroidery already in progress and can't be cancel or modified.
13. What happens if my package gets lost or damaged?
Please contact the courier company directly. If you need help with your claim, let us know and we’ll do our best to assist.
Payment & Pricing
14. What payment methods do you accept?
We accept Credit / Debit, Visa / Mastercard, Google Pay / Apple Pay and Union Pay / American Express through our secure checkout.
15. Are prices in NZD and do they include GST?
Yes, all prices are listed in New Zealand Dollars (NZD) and include GST.
16. Do you offer discounts or promo codes for bulk orders?
Yes, we do offer discounts for large or group orders — just get in touch with us for a custom quote.
Care & Maintenance
17. How should I wash and care for embroidered items?
For cotton towels, wash in cold or warm water with mild detergent. Avoid bleach and tumble dry on low for best results.
18. Will the embroidery fade or unravel after washing?
No, our embroidery is made to last. Follow the care instructions and your design will stay looking great for years.
Returns & Policies
19. Can I return or exchange personalized items?
Because each item is made to order, we can’t accept returns on custom items unless its a defective or faulty product.
20. What if there’s a mistake in my order or embroidery?
If we’ve made an error, we’ll replace or fix the item free of charge — just contact us with a photo and your order number.
