FAQ’s
Frequently Asked Questions
Sale Items
Sale items are final and cannot be returned unless faulty. Sales and discounts are not valid on all hand embroidery (except welcome code), gift cards, mystery bundles and sometimes embroidery add ons (Subject to change for our add ons).
How long will my order take to ship?
All personalised items are made to order, so please allow 7–20 business days for your embroidery to be completed. Unpersonalised items are shipped within 1–2 business days. For the most up to date turnaround info, check our Instagram bio.
Does the turnaround time include shipping?
No, this is production time only. Shipping time is additional and depends on your location.
Do you ship internationally?
Yes! We ship worldwide. Shipping costs are calculated at checkout for international orders. Please note that customs fees or import duties (if any) are the buyer’s responsibility.
Do you offer free shipping?
Sure do!
• NZ + Australia: Free shipping on all orders over $129 NZD
• Flat rate shipping is available for smaller orders:
• New Zealand Flat Rate: $8.99
• Australia: $21.99
Can I return my order?
We accept returns on non personalised items within 14 days of delivery, as long as they’re in original, unworn condition with tags still attached. Personalised, custom, and sale items are final sale unless faulty.
For full details, check out our Returns Policy.
Can I return a personalised item?
No. Due to the custom nature of personalised pieces, they cannot be returned or exchanged unless faulty.
I can’t choose which colour/font to pick, can you help?
Absolutely! Just write ‘surprise me’ in the notes section at checkout or in one of the textboxes (you will still have to select an option on most listings to be able to add it to your cart, so just select any option and just don’t forget to write ‘surprise me’ with any other details of preferences at checkout).
Can I cancel or change my order?
If you’ve made a mistake or need to change something, please email us at hello@ashh.nz ASAP. If your order hasn’t gone into production yet, we’ll do our best to help!
What if my order arrives damaged or incorrect?
Oh no! We’re so sorry. Please email hello@ashh.nz within 7 days of receiving your parcel with your order number and a photo if possible, and we’ll get it sorted quickly.
Can I see what the embroidery looks like before ordering?
We have lots of examples of our embroidery work and fonts over on our Instagram page. If you’re unsure about anything, feel free to message us, we’re happy to help! I can email you a mock up of a couple of fonts for our machine embroidered pieces if you really can’t decide! And all hand embroidery is in the one style/font, my hand writing.
How do I care for my embroidered pieces?
To keep your knits looking beautiful please see our care instructions on the corresponding listing for a detailed overview. Most importantly,
• Do not tumble dry
• Do not iron directly over embroidery
• Lay flat to dry
Do you offer Afterpay?
Yes! You can use afterpay at checkout.
Can I get the name/writing on the back of the sweater?
Yes absolutely! Just leave your request in one of the text box’s on the listing or in the notes at checkout.
Please also note: Every personalised piece is hand made/hand produced by me. Every effort is made to get it looking as ‘perfect’ and centred as possible, but due to the handmade nature of the process there may be slight variations in these areas.
What if I forget to add some custom information?
If any of the required details are missing, I will email you to request them. If I don’t hear back, I will choose the font and thread colour for you, however if it’s the name missing i cannot begin creating it and will await however long for your reply. Please check your junk folder!
Will my embroidery look exactly like the examples?
Due to screen differences and lighting, thread colours and thickness/length may appear slightly different in person. Placement may vary slightly depending on garment size to ensure it looks balanced.
How do I choose the right size?
Please refer to our size guide on each product listing. If you’re unsure, feel free to email us before ordering as personalised pieces cannot be exchanged for sizing errors.
Do you offer gift wrapping?
Currently we do not offer gift wrapping, but all of our orders are packaged beautifully in our custom tissue paper and are always ready for gifting. We do not include a paper invoice/packing slip inside of our packages.
What if a thread colour or garment becomes unavailable?
In rare cases where stock changes unexpectedly, we will contact you to arrange an alternative.
