Kembroid FAQ - Kembroid

FAQ

 How do I order?

Welcome to Kembroid! To place an order, please head to the shop page to find all the items you can personalise. If you need help, please email kerry(at)kembroid.com.au

Do you have a phone contact?

Unfortunately Kembroid cannot be contacted by phone.  Kembroid is an online business and during business hours, your orders are being designed and stitched and there is not enough time available for phone calls.  If you email Kembroid with your questions, you will receive a timely & helpful response.

How much?

All the prices are found on the items in the shop page. Most items have multiple price options due to the wide range of embroidery designs that are available. Each thumbnail embroidery image will show the you its respective price.

Can I see what my embroidery design will look like before my toy is made?

Yes! Once your order has been placed and payment received, Kembroid will design your embroidery artwork and email it to you for approval.  Previews will not arrive instantly, please allow 7-10 days.  Your items will only be stitched once your reply approval is received.

How long will my gifts take to arrive?

Kembroid aims to have all standard & registered delivery orders completed and dispatched within 15-25 days.  When available, priority orders are expedited to 4-7 days and utilise express post delivery, so they arrive quickly. [Priority Deliveries are unavailable over the Christmas Closure].  If there are any unexpected delays during production, you will be notified. The most accurate timing is given at the checkout stage when you choose your delivery options.  

My item won’t add to cart, whats wrong?

The most common reason for an item not adding to your cart is failure to answer a mandatory question on the order form.  Please check that you’ve answered all questions marked with an asterisk.  Once these questions are answered, you item should add to cart.  

Are the plush toys toys safe?

Yes.  When you buy from Kembroid, you are buying from a fully registered and fully insured business so rest assured that all products meet with Australia’s strict toy safety standards.   Most of the plush toy range are suitable for ages 3yrs+ and the Giraffe & Pony are suitable for all ages.  All toys have been tested to meet the relevant toy safety standards.  Please note that neck ribbons are Kembroid decoration/packaging embellishments that are not part of the plush toy and therefore do not form part of the safety tests.   These items should be removed before giving to children.

Is there a pick up location available?

Sorry,  Kembroid operates from a private studio and a pick up is not available. All orders need to be delivered.

I placed an order but I haven’t received a confirmation email?

It is not unusual for confirmation emails to be caught in junk/spam filters.  If you cannot find your confirmation email after 15 minutes, please email orders(at)kembroid.com.au to request a copy.

What postage methods are available?

Kembroid uses Australia Post regular mail service to ensure postage costs are kept to a minimum. Postage is charged at a flat fee of $11.80 on all orders up to the value of $250; Over $250 is FREE! If you need a faster delivery option, you can select a ‘priority’ order at checkout which incurs an additional fee but includes an upgrade to express post [Priority Deliveries are unavailable over the Christmas Closure].

New in October 2016 is a Gift Wrap Premium delivery that allows orders to be gift wrapped and delivered with the fastest courier delivery service available.  A great option for hospital deliveries with most orders delivered the next day (Metro Melbourne) or the day after (outside Metro Melbourne). Orders must be placed by 3pm for next day delivery [Unavailable over Christmas Closure and during other rare times during the year].

My friend is pregnant and I’d like to order a gift for the newborn baby. Can I place an order without knowing the baby’s gender or name?

Of course! If you place an advance order, you can enter TBA (to be advised) in the product ordering information. Once the baby is born, simply email Kembroid (with your order number) and provide all the relevant details.  You could also consider purchasing a gift certificate.

How do I pay?

All payments are required at the time of ordering.  They are made via PayPal. If you don’t have a Paypal account, you can still use your own credit card via the Paypal checkout.

Do you offer discounts on large orders?

Whilst it may not be obvious, Kembroid does offer discounts.  Larger orders are more expensive to deliver to you, so rather than charging the calculated shipping cost (anywhere from $20-40), the Kembroid website offers the same low flat rate shipping for any size order.  This is a saving that you receive for your large order.

Other discounts are also offered in store if you add matching blankets & comforters to your toy orders.

Oh no! I got the spelling wrong, can an embroidered item be fixed?

Unfortunately, it is almost impossible to correct an embroidered item once its complete. Unpicking embroidery can create holes or damage to the fabric and it cannot be easily repaired. Unfortunately, replacement is the most efficient and cost effective way to correct errors.  Please be sure to check your order confirmation email to identify any errors before your items are made.

Do you ship internationally?

Kembroid can provide limited international shipping (excluding North America).  Shipping rates are not displayed on the website but please feel free to request an international shipping quote by emailing [kerry(at)kembroid.com.au].

Can Kembroid embroider my own teddy?

Unfortunately Kembroid can only embroider the toys sold on the Kembroid website.  Kembroid toys are designed specifically for embroidery and any other standard teddy is unsuitable.

Do you outsource your work?

Definitely not! Your order can take up to two weeks to be completed because Kembroid looks after the entire process.  The kembroid website, your orders, your embroidery designs, email & facebook communications, and embroidery stitching is all completed in house by Kembroid.  If you haven’t introduced yourself, send me an email to say hello! Thanks Kerry  [kerry(at)kembroid.com.au]