Contact Us

Owner/Operator: Amanda Ho

Admin/Customer Service: Danny Ho

Occasional helper during school breaks: Daniel (Amanda & Danny’s son)

 

You can email us at any time using the following email addresses:

For orders and order updates: orders@northstarembroideryltd.com

For newsletter-related issues: newsletter@northstarembroideryltd.com

For online account issues: helpdesk@northstarembroideryltd.com

For Terms & Conditions, GDPR, Privacy Policy related queries: admin@northstarembroideryltd.com

For wholesale queries, complaints, returns, or refunds, please email Amanda directly at: amanda.ho@northstarembroideryltd.com

For all other queries: contactus@northstarembroideryltd.com

All of these inboxes are monitored daily, but for ease of organisation, they have been set up to handle very specific queries. This also makes it easier to delegate once we’re able to expand our team. 

No. Due to the noise level of our studio, we prefer email communication for clarity.

Please send all queries to the appropriate listed email addresses in our “How do I contact you” drop down box here in the FAQ section.

Our registered business address is: 

North Star Embroidery Ltd

Anderson Chambers

Market Street

Galashiels

TD1 3AF

Yes it is. Our Company Registration Number is SC760299. We are not currently VAT registered. 

Not at the moment.

Please keep an eye on our social media accounts! Eventually we will be in need of in-house Customer Service Representatives, Social Media Marketer, a Business Development Manager, Graphic Design Artists, an Embroidery Digitizer, and Embroidery Machine Operators. We will advertise vacancies on social media.

Custom Orders

Yes we do! You can request a custom order by emailing us at contactus@northstarembroideryltd.com with your requirements, or by filling out the form in the Custom Order form on the home page. 

 

Please include the following details of your custom order: 

  • Your Name
  • Address
  • Business Name (if applicable)
  • Phone Number
  • Email Address
  • Garment Type
  • Garment Color
  • Quantity
  • Sizes Required
  • Will you supply your artwork
  • Do you need your logo digitized
  • Logo size
  • Logo colors
  • Logo location ( Garment locations: Left Chest, Right Chest, Center Chest, Jacket Back, Sleeve)
  • Due date for your order

Please note that our standard digitizing fee is £30 per logo or design. We offer up to 3 edits for free. Further edits to your digitized logo will be quoted depending on the complexity of the design and how many edits still need to be made.

Logo/Design Requirements:

We accept 300dpi resolution .svg or .eps files. If you supply your logo/design in a .jpg or .png format, we may not be able to add all of the detail due to pixelation when the design is resized. 

If you will be supplying a pre-digitized logo, we accept .OFM, .EMB,  .PES or .DST files only. Please ensure that your thread color choices are included with the file details as they may not be saved in the software. 

We will email you to discuss your requirements in depth. Once we have the digitized file and all requirements of your order, we will provide you with a PDF quote and a short video of a sample stitch out from our digitizing software. Once this is approved, we will sew out your design file on felt for your approval before starting production on your order.  

If we have digitized your logo, or you gave us a pre-digitized logo to use for your apparel, accessory, or home decor, we will keep it on file in our studio for your own future orders. We will not resell or reuse your design for any reason other than for your own personal use.

We will not share your completed logo file or garment on social media without express written permission. 

If you would like to move your design to another company, please send us an email. We will email you all design files in a zipped folder and remove them from our systems and storage.

Fabric Care

We exclusively use Madeira Polyneon thread, which is made from polyester.

Unfortunately, embroidery can be itchy against very sensitive skin. However, we offer the option of adding a layer of Comfort Wear backing to all apparel. Should you wish to add comfort wear to your garments, please let us know in the notes box at checkout. We are happy to add this at no extra charge. 

Bleach: Madeira states that the polyneon thread is chlorine bleach safe, however, we would not take the risk as we have not tested it ourselves.

(Taken from the Madeira site): Recommendations for chlorine treatment: active chlorine: maximum 30˚C/86˚ F time of treatment: maximum 30 minutes.

WASHING INSTRUCTIONS:
Turn your garment inside out and wash at a maximum of 30 degrees Celsius. Never leave damp embroidered items folded or pressed together. Do not tumble dry unless the item has been thoroughly rinsed. Be careful washing your embroidered garment with other garments that have zippers, metallic buttons or hooks, as they may tear the thread. 

DRYING INSTRUCTIONS:

You can gently tumble dry your embroidered garments on a low-heat setting until almost dry. High heat may cause the embroidery to pucker and curl. For best results, hang your garments on a clothesline or airing rack and allow them to dry naturally. 

 

If you totally dried your embroidered garment in a tumble dryer and it is now curled, never fear! Lightly spray the embroidery with water using a spray or misting bottle until slightly damp on both sides. Turn your garment inside out and lay the garment on your ironing board with the back of the embroidery facing up. Lay a tea towel on top. Then, using a low to medium-low heat setting on your iron, iron the embroidery until it lays flat. It only takes a minute or two. Do not bend or fold the embroidery. 

Be sure to use a low to medium-low heat setting on the iron. Any higher than this will cause the thread to shrink or melt, ruining your garment. 

Shipping & Packaging

We ship everything out with Royal Mail.

We have integrated Royal Mail shipping with our store. The shipping prices you see are live, current prices and come directly from Royal Mail. We do not roll the shipping cost into the item price as we feel this isn’t very ethical. 

We cannot alter shipping prices as we cannot control what Royal Mail charges for their service. 

For domestic orders, we are unable to provide tracking numbers unless you specifically choose Royal mail Tracked delivery. For international orders, you will receive a tracking number when your parcel has been entered into the Royal Mail systems.

Yes, absolutely! We are happy to ship worldwide. We reserve the right to cancel any order that comes from a country with a high rate of spam orders or are in areas with active conflicts/wars.

At the moment we are using standard poly mailers.

As our business grows, we will be choosing a more sustainable method of packaging.

Our Packaging Promise

We are extremely conscious of our waste production streams, so we will be choosing eco-friendly,  biodegradable, and compostable packaging for all orders once we can afford the higher cost.

For large wholesale orders, we will ship in a cardboard box with a paper shipping label and paper tape. Depending on the size of your order, it may be shipped in multiple boxes.

For smaller orders, we will use compostable mailing bags, glassine inner bags to protect your garments, and paper shipping labels. All of our packaging will be able to go in your recycling bin or compost pile. 

 

Returns, Refunds & Replacements

As we are distance selling, you have a statuatory right to cancel your order within 14 days of purchase, and have 14 days after receipt to return the item if it is not a personalised order or knew the item was faulty when you purchased it (such as with our Perfectly Imperfect items). You must notify us by email within 14 days if you want to cancel or return your order.We do not accept returns for the following:

  • Personalised items as they cannot be resold.
  • Items that were placed within the Perfectly Imperfect category as you were made aware that the item was damaged when you bought it.

Please send all returns to our registered office address as stated below:

North Star Embroidery Ltd 

Anderson Chambers Market Street

Galashiels

TD1 3AF

We do not offer refunds in the following cases:

  • You knew an item was faulty when you bought it
  • You damaged an item by trying to repair it yourself or getting someone else to fix it. If the item was faulty or damaged upon arrival, you may be entitled to a refund or replacement.
  • No longer want an item (for example because it’s the wrong size or colour) unless you bought it without seeing it. We make every effort to show the true colours of the item and embroidery, however, due to varying screen colour settings and resolutions this may not always be 100% accurate. If you return an item due to no longer wanting it, a 30% restocking fee will be deducted from your refund. We have limited space in the studio and may not be able to resell the item once we receive it from you.

We only offer refunds for personalised items and custom made items if:

  • The personalised item is faulty
  • Was not listed in the “Perfectly Imperfect” category of our store.

Once we have received the returned item, the item will be inspected by our team. You will receive the refund within 28 days of the item being received back into our studio. The refund will be returned to the original payment method. 

We do not offer free return labels, so the cost of returning the item is your responsibility.

If you purchased an item and discover it was faulty on arrival, you are entitled to a repair or a replacement. 

We will do everything we can to make it right if a damaged item made it through our quality control processes. We reserve the right to ask for a proof of purchase, and photos of the whole garment and damaged areas. 

We take photos of all of our items before they leave our studio to use in our portfolio. The item damage will be verified by inspecting our own photos as well as using any photos or returned items during the inspection process. A final decision will be made regarding faults and you will be notified by email regarding our decision.

No. We only accept returns from the person who bought the item with proof of purchase.

Processing Times and Fees

All of our items are made to order, and we do not keep ready made stock in our studio. We currently have a 7-10 business day lead time. As we are closed on Saturday and Sunday, no orders will be embroidered or shipped during the weekend. 

If your order is placed after 2pm on Friday, your items will be placed in the production queue on the following Monday morning at 9 am.

We reserve the right to extend our lead times during busy periods such as at the run up to Christmas. We will display a store notice at the top of our website that the lead times have been extended.

Occasionally your order may be delayed due to shipping delays or stock being out of order from our suppliers. We will make every effort to source the same item from other suppliers so that we can fulfil your order on time.

If a delay is due to adverse weather conditions, strikes, or anything else out of our control, we will email you immediately and give you the options to either cancel your order for a full refund, or you can choose wait until we are able to process your order as normal.

Rush orders will be subject to approval. As we have a busy schedule in the sewing room, we may not always be able to approve your rush order. We suggest that you place your order well in advance of the date or event that you need the item for. 

Once we have produced, packaged, and shipped your item, you are at the mercy of The Royal Mail’s processing times. There’s nothing we can do to speed it up once it has left our office.

Unfortunately, no. Once your parcel has left our studio, you are at the mercy of The Royal Mail and customs depot handling times.

For international parcels, your item may be stuck in the customs depot due to large amounts of parcels in their own processing queues. In this case, please call the courier directly and have your tracking number handy. They may be able to get your parcel moving through the system. 

Occasionally you’ll get a notice stating that you owe Customs Duties, extra taxes, or fees for your order, and you’ll be wondering why. These taxes are issued by the shipping company themselves or the customs office of your country. The fees they collect are not charged by us, and do not go into our pocket.

If you are charged these extra fees, please contact the issuing office to find out why. We do apologize, but we cannot pay these fees for you, and there is nothing we can do to keep them from charging you the fees on your order.