Submit a Ticket
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A support ticket at Embro Haven is simply an email with the right subject line, sent to support@embrohaven.shop. Choose your topic below and the link opens a new message in your email app with the subject already filled in. Add your order number and the details we ask for under each topic, then send. We reply within 24 hours on business days, and every answer stays in your inbox for later.
Tickets in short
- How: pick a topic below, or email support@embrohaven.shop directly.
- Include: your order number, the product and the details listed for your topic.
- Reply time: within 24 hours on business days.
- Never send: card numbers, security codes or passwords.
- Urgent text or address fixes: use the “Change my order” ticket — changes are free within 24 hours of ordering.
Choose your topic
Change my order (text, size, colour, address)
Open a “Change my order” ticket
Include: order number; exactly what should change; for personalised text, the full corrected text as it should be stitched, including capitals and spaces; for an address, the complete new address. Changes are free within 24 hours of ordering. After that, write anyway and we will tell you what is still possible. Details: Cancel or Change an Order.
Cancel my order
Open a “Cancel my order” ticket
Include: order number and whether you want to cancel the whole order or one piece. Within 24 hours of ordering, cancellations are free and refunded in full. If you would like store credit instead of a refund, say so; store credit never expires.
Where is my order?
Open a “Where is my order” ticket
Before writing, check the status on Order Tracking and compare with our typical total of 8–17 business days (1–3 business days to prepare, then 7–14 in transit). Include: order number, delivery address and the date you ordered. If the parcel shows as delivered but you cannot find it, say so and tell us what you have already checked.
Return or exchange
Open a “Return or exchange” ticket
Include: order number; which piece or pieces; refund, store credit or exchange; for an exchange, the new size, colour or style. Returns are open for 60 days and we send a free return label. Details: Returns & Exchanges.
Something is wrong with my piece
Open a “Problem with my piece” ticket
Include: order number; a short description of the problem; photos — the whole piece laid flat in daylight, a close-up of the problem and the size label if relevant. If the stitched text is different from what you typed, mention the text you entered. We offer a replacement, an exchange or a refund. Photos are deleted 30 days after delivery of the order.
Refund question
Open a “Refund question” ticket
Include: order number and the date your return was sent or delivered to us. Refunds are sent within 7 days of receiving your return. Details: Refund Policy.
Question before ordering
Open a “Question before ordering” ticket
Ask anything: whether a name will fit, which thread colour suits a garment, which size to choose, whether a word is something we can stitch, or whether an order can reach someone by a date. Include the product name and, for sizing, the measurements of a top you already like.
Payment question
Open a “Payment question” ticket
Include: order number if you have one and a description of what happened — a declined payment, a charge you do not recognise, a currency conversion question. Never include card numbers. Details: Payment Methods.
Privacy request
Open a “Privacy request” ticket
Send from the email address on your orders and tell us what you would like: a copy of your information, a correction or deletion. Details: Privacy Policy.
Copyright or trademark concern
Follow the requirements on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and other rights.
Something else
Open a “General question” ticket
Feedback, ideas for designs, a page that did not work for you — tell us anything. We read every message. If your question does not fit any topic above, this is the right place for it, and we will route it to the right answer ourselves; there is no wrong door. Group orders and questions about matching sets for families or friends are welcome here too.
Ticket topics at a glance
| Topic | Must include | Helpful extras |
|---|---|---|
| Change my order | Order number, full corrected details | Screenshot of the confirmation email |
| Cancel my order | Order number, whole order or which piece | Refund or store credit preference |
| Where is my order? | Order number, delivery address | Order date, what tracking shows |
| Return or exchange | Order number, piece, what you want | New size or colour for an exchange |
| Problem with my piece | Order number, photos | The text you typed, size label photo |
| Refund question | Order number | Date the return was sent or delivered |
| Question before ordering | Product name | Measurements, the date you need it |
Example tickets
A change request that can be done straight away
Subject: Change my order. “Order 1150. On the Custom Name Embroidered Cuffed Beanie (Charcoal), the name should be MAISIE, not MAISEY. Thread colour Mint is correct.” This ticket has the order number, the product, the full corrected text and confirms what stays the same. Inside the 24-hour window, we update the order and confirm in one reply.
An exchange that needs one detail
Subject: Return or exchange. “Order 1161. The Pine Sprig Zip Hoodie is too big. Can I swap it?” We will reply asking which size you would like and whether the colour stays the same. Adding “for size M, same Heather Grey” to the first message would have saved a day.
A problem that photos solve
Subject: Problem with my piece. “Order 1172. The Daisy Chain Bucket Hat has a small pulled thread on one petal. Photos attached.” With a clear close-up and a photo of the whole hat, we can offer a replacement, an exchange or a refund straight away.
Writing when English is not your first language
Write in the way that is easiest for you. Short sentences are perfect, and you do not need to use any special wording. If something in our reply is unclear, ask us to explain it again more simply. For personalised text, please write the letters exactly as they should appear, especially accents, which we will check with you if a character is not available in our lettering.
Accessibility
If you use a screen reader or other assistive technology and something on our site is hard to use — a product option, the personalisation fields, the checkout — tell us in a ticket. Describe what happened and which device or browser you use. We will help you complete your order by email and work on fixing the problem for others.
What happens after you send a ticket
- It arrives in our support inbox and is answered in the order it came in. Change requests are treated as time-sensitive, so the subject line matters.
- We reply within 24 hours on business days. Business days are Monday to Friday, excluding US public holidays. Tickets sent on weekends are answered on the next business day.
- We ask for anything missing — a photo, the corrected text, an address — so the ticket can be completed.
- We confirm the outcome in writing: a change made, a cancellation confirmed, a return label sent, a refund or store credit issued.
Reply in the same email thread if you need to add something; it keeps the whole story in one place for both of us.
How long tickets usually take to close
Most tickets are answered and closed in a single reply: a question before ordering, a refund date, a size recommendation. Change and cancellation tickets close as soon as we confirm the change in writing. Return and exchange tickets stay open a little longer, because they follow the parcel: we send the free return label, confirm when the return reaches us, and then confirm the refund, store credit or exchange. Refunds are sent within 7 days of receiving your return, and an exchange is prepared in our normal 1–3 business days before it ships free to you.
Delivery tickets depend on what we find. If your parcel is simply slow, we tell you what we see and when to check again; if something has gone wrong, we explain the options and agree the next step with you in writing.
What tickets cannot be used for
- Placing an order — please use the product pages and checkout, so your options and text are recorded correctly.
- Paying for an order or sending card details — payments are only taken at checkout.
- Requests to stitch team names, brand names, logos or characters — we do not make these.
If the links above do not open your email app
Some browsers and devices are not set up to open email links. If nothing happens when you click a topic, copy our address — support@embrohaven.shop — into a new message in your usual email service, and use the topic name as the subject line, for example “Return or exchange”. The ticket works exactly the same way.
Keeping your information safe
We will never ask you for card numbers, security codes, bank logins or passwords, and you should never send them in a ticket. If you receive a message claiming to be from Embro Haven that asks for them, do not reply; forward it to us. We use what you send only to handle your request, as our Privacy Policy explains.
Tips for a fast answer
- One ticket per order keeps things simple. If you have two orders, mention both numbers in one email or send two tickets.
- For personalised text, type it exactly as you want it stitched, on its own line, so there is no doubt about spacing or capitals.
- Photos taken in daylight show colours and stitching far more accurately than photos under indoor lights.
- If you are writing about a gift you received, tell us the buyer’s name or email so we can find the order.
- If you already wrote once, reply in the same thread instead of starting a new email, so nothing gets split up.
Other ways to find answers
Many questions are answered instantly in the FAQs and the Help Center. For sizing, see the Size Guide; for delivery, Shipping & Delivery. General contact details are on Contact Us.
Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US · support@embrohaven.shop