Frequently asked questions

You place your order and upload a clear photo of your pet. Evelyn draws the embroidery file by hand, we test-stitch it, and then we embroider and finish your piece.

A clear, well-lit photo taken from the front, showing your pet's face and markings. Older or imperfect photos are welcome — just send the best you have and we'll work with it.

Every piece is embroidered to order in our Saigon studio, so these times include making your item:

• United States: about 10–20 days from the day you order
• Europe, UK and other countries: about 15–25 days from the day you order

You can cancel for a full refund within 4 days of ordering. After that your piece is in production, so returns aren't accepted – but if it arrives damaged or not as ordered, we'll remake it or refund you.

We ship worldwide with tracking, mainly to the US, UK, Canada, Australia and Europe. Shipping is calculated at checkout from your address and the weight of your order; customs duties and import taxes are not included. See our Shipping & Returns page for details.

We keep most of the process in-house — design, digitization, production and finishing. The difference shows in the finish: the level of detail and the quality of the final piece, without the higher price tag you'd usually expect for that standard.

Travel patches are designs we develop from our own ideas — places, landmarks and symbols with a strong sense of identity, turned into embroidery with an AMO approach. Each one is made to feel like something you'd want to bring home from a trip.

Turn the item inside out and wash cold on a gentle cycle, then air dry or tumble dry on low. Never iron directly on the embroidery – iron from the back with a cloth in between. For patches, wait 24 hours before the first wash; our patch guide has step-by-step tips.