frequently asked questions

Product Details & Fit

How do your items fit?

Our items fit true to size. For a more oversized fit, we recommend sizing up. Each product description includes a size chart and details on the model's size for reference.

Customization

Can I send my own image or drawing to be embroidered?

Yes! Prices vary depending on the size and complexity of the design. Feel free to email us at alexa@shopkleindesigns.com or DM us @shopkleindesigns to get a quote and discuss your custom embroidery request.

Can I order a different product to be embroidered?

Absolutely! You can send us a piece from your wardrobe or order online to our studio. Please contact us via email to discuss your custom request.

In-Studio Appointments

Can I bring my own item to be embroidered or purchase one from your studio?

Yes! We welcome in-studio appointments for a personal and collaborative embroidery experience. Bring your own product or choose one from our studio. You can watch the embroidery process, do work in our studio, explore DUMBO, or leave your items and return to pick them up when they're finished—whichever you prefer. Our regular working hours are Monday - Friday 9 AM - 5 PM. Please email us to set up your appointment!

Events

Can I host a private event in your studio?

Yes! If you’re looking for a unique way to celebrate your birthday, bachelorette, corporate event, or any celebration, you are welcome to host a private embroidery party in our studio. Guests are invited to bring in any items for embroidery, customize with our team, and watch it come to life. Please contact us for more details.

Can you bring the machines to our event?

Of course! We offer on-site embroidery as an interactive experience for your event, allowing your guests to customize with us and leave with something special to take home. Please contact us for more details.

Shipping & Returns

What is your return/exchange policy?

Since each item is made to order, we do not offer returns or exchanges. However, if you are not satisfied with your order, please reach out to us via email, and we will do our best to resolve the issue.

When will I receive my order?

Our items are made to order, and processed accordingly. The Everyday Collection ships within 3-5 business days, The Embriodered Sets ship within 1-2 weeks, and all custom pieces ship within 2-3 weeks.

Once shipped, you will receive tracking information via email, and delivery typically takes 2-5 business days.

Do you offer free shipping?

Yes! Free shipping will automatically be applied at checkout.

Do you offer rush shipping?

Yes, expedited shipping is available for an additional fee during checkout.

Lost, stolen or damaged packages

We are happy to partner with Route to protect our customer's packages. We highly recommend adding Route to your order.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit, while also protecting the planet. Green Package Protection can be added during checkout. Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO2 from the air and promotes a flourishing ecosystem. 


If you added Route to your order and it ends up lost, damaged, or stolen, Route will replace or refund it. Claims will be reviewed for approval within 1-2 business days from filing. You can file a claim through Route’s mobile app, the email you received upon placing the order, or at https://claims.route.com


To learn more about what Route covers, see here.


Klein Designs reserves the right to refuse refunds or replacements for orders placed without Route.

Customer Service

How do I contact customer service?

If you have any questions or concerns before placing an order, please contact us at alexa@shopkleindesigns.com or DM us on Instagram @shopkleindesigns.

Can I change or cancel my order?

Once your order is placed, please email alexa@shopkleindesigns.com with your order number and any adjustments you need to make. We can accommodate changes if production has not started. Once embroidered, orders cannot be altered.

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