FAQs

The photo is not uploaded on the website. After checkout, email one or two photos to support@wovenpaw.shop with your order number in the subject line, for example “Order 1234 – photo of Milo”. The product page has a required checkbox confirming you will do this, so the step is clear before you pay. Only our five custom pieces need a photo: the polo, crewneck sweatshirt, hoodie, T-shirt and dad hat with your pet’s face.

A sharp, front-facing photo taken in daylight or a bright room, with both eyes and both ears visible and nothing covering the face. Close-ups work better than whole-body shots from across the garden. Send the original file if you can rather than a screenshot. Avoid photos with heavy filters, flash glare in the eyes or strong shadows across the face, because thread can only follow the shapes and colors it can see.

If a photo is too dark, too blurry or the face is hidden, we reply and ask for another one before we start. For example, a black labrador photographed indoors at night is often mostly shadow, so we would ask for a brighter photo taken outdoors. Your order waits until a usable photo arrives, and we tell you by email what is wrong with the first one.

We use them only to make your custom piece, and we delete them 30 days after delivery. We never post your pet on our site or anywhere else without asking you first. You can read the details in our Privacy Policy.

No, and we want to be clear about that. Embroidery is a simplified stitch rendering. We keep the face shape, the main fur colors, the eyes and nose and one or two signature markings. Fine fur texture, single whiskers, subtle shading and backgrounds are simplified or left out. The result looks stitched, not photographic, and recognisably like your pet when the photo is good. Think of it as a portrait drawn in thread: the way an illustrator would sketch your pet with a few confident lines, rather than a camera copy.

The bigger the stitch area, the more character we can keep. The Custom Pet Face Embroidered Crewneck Sweatshirt and the custom hoodie give the portrait the most room, about the width of a hand. The polo and T-shirt use a smaller left-chest area, and the dad hat front is smaller still, so the rendering becomes simpler on those pieces. If detail matters most to you, choose a crewneck or hoodie; if you want something subtle for work, the polo is a good fit.

Use the “Markings we should keep” field on the product page (up to 140 characters), or mention it in your photo email. Write it plainly, such as “white stripe down the nose” or “one ear folds over”. If a marking is very small, it may be simplified, but telling us what matters most helps us choose what to keep.

Dark coats on black or navy are the hardest combination for thread. On navy and black polos we add a fine light outline so the face does not disappear into the fabric. For black or dark brown pets, a lighter color such as sand, heather grey or lavender usually shows the stitched detail better. If you are unsure, email us before ordering.

Yes. Choose “2 Pets” in the Pets option on any custom piece; it adds $15 to the price shown. The two faces are stitched side by side, and each face is smaller than a single portrait, so each carries a little less detail. Send a photo of each pet, or one photo that shows both faces clearly, and tell us which pet goes on which side.

On custom pieces you can type a pet name of up to 12 characters, stitched in small capitals under the face. On the dad hat the name goes on the left side panel. The field is optional. A live preview shows your text on the product photo as you type, so you can check spacing. We stitch exactly what you type, so please check the spelling.

Email us within 24 hours of placing your order with the order number and the correct spelling, and we will fix it before production. After 24 hours the order may already be in production; write anyway and we will tell you plainly what is still possible. See Cancel or Change an Order.

No. We do not send a proof or mockup before production. The photo you send and the options you choose are what we work from, which is why we ask for a clear photo and a markings note, and why we contact you if the photo is unusable. Before you check out, look at the live preview of the pet name, re-read your markings note and confirm your size and color, because those choices go straight into production.

The easiest way is to measure a garment you already own and like: lay it flat and measure straight across the chest just below the armholes, then compare it with the guidance on our Size Guide. Most unisex pieces run adult S to 3XL. If you are between sizes, the larger one usually gives the embroidery more room to sit flat.

The Women’s Fitted Cat Face Embroidered Polo runs XS to 2XL and is cut smaller than a unisex polo of the same letter. The Kitten Face Embroidered Cropped Hoodie runs XS to XL. The Kids Puppy Face Embroidered Tee runs Youth XS to Youth XL. The Cat Face Embroidered Sleep Shirt comes in S/M, L/XL and 2XL/3XL. The pajama set, joggers and lounge shorts run S to 2XL. The bucket hat comes in S/M and L/XL, the dog bandana in S, M and L, and caps, the beanie, the tote, the apron and the scarf are one size.

Measure around your dog’s neck where the collar sits and add about two inches so it ties comfortably. The Size Guide shows which neck range each bandana size suits. Always supervise your dog while it wears a bandana, take it off for unsupervised time, and never use it to attach a leash.

Yes, within 60 days of delivery, with a free return label. Email us with your order number and the size you need. See Returns & Exchanges.

We ship to the United States, Canada, Australia and New Zealand, free, with no minimum order. Orders ship from the USA. We do not currently ship to other countries. Details are on Shipping & Delivery.

Orders are prepared in 1-3 business days and then spend 7-14 business days in transit to all four countries. Business days exclude weekends and public holidays. Custom pieces start once we have a usable photo, so send it soon after checkout.

Count backwards before you order: up to 3 business days of preparation plus up to 14 business days in transit, without weekends. An order placed on 1 December for a 20 December birthday in Canada could take up to about three and a half weeks. Email us first with the date and country and we will tell you honestly whether it is realistic. We never promise a date we cannot keep.

If your order has a tracking number, we email it to you when the parcel leaves. You can also check your order status on the Order Tracking page with your order number and checkout email.

The price you see at checkout is what you pay us; we do not add sales tax at checkout. For deliveries to Canada, Australia and New Zealand, import duties or taxes depend on the destination country’s rules and the order value. If you have questions about a specific order, contact us before ordering and we will help.

Yes, within 24 hours of placing it. Email us with your order number and what you want changed: a pet name, a size, a color, an address, or a full cancellation. See Cancel or Change an Order.

You can return items within 60 days of delivery, including change-of-mind returns. We pay the return postage and email you a free return label. Custom pieces are included. Start by emailing us with your order number. The full process is on Returns & Exchanges.

Within 7 days of your return reaching us, to your original payment method. If you prefer store credit instead, it never expires. See our Refund Policy.

Email us with your order number, photos of the item and the problem, and a photo of the shipping label. We will put it right with a replacement or a refund.

Turn garments inside out, wash cool on a gentle cycle and dry on low or flat. Do not iron over the stitching; iron on the reverse side if needed. Spot clean caps with a damp cloth and dry them on a rounded shape. Hand wash the beanie and scarf in cool water and dry flat. Trim any loose thread rather than pulling it.

Yes. Order in the recipient’s usual size and send the pet photo yourself, so the surprise stays intact. If you do not have a photo, a finished design such as the Peeking Pup Embroidered Crewneck or the Cat Line Art Embroidered Tee needs none. You can ship to the recipient’s address by entering it at checkout.

No. We stitch pets, pet names and our own designs only. Sports team logos, cartoon characters, brand names and other people’s artwork belong to their owners, so we cannot stitch them, even next to your pet. Read more in our Intellectual Property Policy.

Available payment options are shown at checkout. We never ask for card details by email. See Payment Methods.

Email support@wovenpaw.shop. We reply within 24 hours on business days. For a pre-filled subject line, use our Submit Ticket page, or browse the Help Center.