Frequently Asked Questions

Simply browse our products, select your preferred item (clothing, jewelry, hat, or pet accessory), choose your size and color, then upload your design or describe your idea during checkout. Our team will review your design and contact you if any adjustments are needed before production begins.

We accept PNG, JPG, SVG, AI, PDF, and PSD files. For best results, we recommend high-resolution PNG or SVG files with transparent backgrounds. If your design needs adjustments, our team will work with you to perfect it before stitching.

Absolutely! Describe your idea to us via email (andrew@empresscraft.com) or WhatsApp (+86-13187031303), and our design team will create a digital mockup for your approval before we begin production.

We offer products in sizes S through 4XL, and embroidery thread in 13+ colors. The exact color and size options vary by product — please check the individual product page for details. If you don't see your preferred color, contact us and we'll do our best to accommodate.

Yes! We provide a digital mockup of your design on the selected product for your approval before we proceed with embroidery. This ensures you're completely satisfied with the placement and appearance.

Please refer to our Size Guide for detailed measurements for each product type. If you're between sizes, we recommend sizing up for a more comfortable fit.

Production typically takes 5–7 business days, followed by shipping which takes 9–17 business days depending on your location. Total estimated delivery time is 14–24 business days from order confirmation.

Yes, we ship globally! EmpressCraft delivers to customers around the world. Shipping costs and delivery times vary by destination. You'll see the exact shipping options and costs at checkout.

Yes, once your order is shipped, you will receive a tracking number via email so you can monitor your package's journey every step of the way.

Customs fees, import duties, and taxes may apply depending on your country's regulations. These charges are the responsibility of the buyer and are not included in our shipping costs. Please check with your local customs office for more information.

If your package is lost or arrives damaged, please contact us immediately at andrew@empresscraft.com or via WhatsApp at +86-13187031303. We will work with the carrier to resolve the issue and ensure you receive your order.

We accept payments in USD via major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment methods available at checkout.

Prices are based on the base product plus any customization fees. The product page shows the base price, and any additional costs for custom embroidery or personalization are calculated during checkout. Bulk or complex designs may incur additional charges — we'll always confirm with you first.

Yes, we offer special pricing for bulk and wholesale orders. Contact us at andrew@empresscraft.com with your requirements and we'll provide a customized quote.

Absolutely. We use industry-standard SSL encryption to protect your personal and payment information. Your payment is processed through secure, PCI-compliant payment gateways.

Due to the personalized nature of our products, all custom and made-to-order items are non-returnable and non-refundable unless there is a manufacturing defect or error on our part. We carefully review each order before production to ensure accuracy.

If your item arrives with a manufacturing defect or does not match the approved design, please contact us within 7 days of receiving your order. Send photos of the issue to andrew@empresscraft.com and we will arrange a free remake or replacement.

If your order has not yet entered production, we can accommodate changes. Please contact us immediately via WhatsApp at +86-13187031303 or email. Once production has begun, changes may not be possible.

Orders can be cancelled before production begins. After production has started (typically within 24–48 hours of order confirmation), cancellations are not possible as materials have already been allocated to your custom item.

To keep your embroidery looking its best: turn garments inside out before washing, use cold water on a gentle cycle, avoid bleach and fabric softeners, hang or lay flat to dry (do not tumble dry), and iron on the reverse side — avoid ironing directly on the embroidery.

Yes, machine washing on a gentle cycle with cold water is fine. Always turn the garment inside out and place it in a mesh laundry bag for extra protection. Hand washing is recommended for delicate items.

Spot clean embroidered hats with a mild detergent and a soft cloth. Do not submerge in water or machine wash, as this can damage the hat's shape and the embroidery. Allow to air dry away from direct sunlight.

Store jewelry in a dry, cool place away from moisture and direct sunlight. Clean gently with a soft, lint-free cloth. Avoid exposure to perfumes, lotions, and harsh chemicals. Remove before swimming, showering, or exercising.

With proper care, our high-quality embroidery thread is designed to last. We use premium threads that resist fading and unraveling. Following our care instructions will help maintain the vibrancy and integrity of the embroidery for years to come.