Frequently Asked Questions (FAQ)
Shipping
Where do you ship to?
We currently only ship within Singapore. We use a local courier service with tracking.
How long will it take to receive my order?
Most orders will be sent out within 10 business days. Once shipped out, it depends on the courier service.
We provide tracking information for all orders, so you'll never have to worry about where it is.
Can I self-collect?
Yes, you can choose to self-collect from our studio itself at 514 Chai Chee Lane.
Pets/Kids Collection
I have 2 pets but I can't get a photo of them together. What do I do?
Can't get your pets to sit still together? Combine each of their photos into a collage and upload them in one file and we will design the pets together for you according to the layout in the collage.
I want my pet embroidery to have colour. How accurate will it be?
We strive to embroider your pet’s likeness as accurately as possible.
However, embroidery is a textured, thread-based art form, so it will not have the same level of detail as a printed image.
There may be slight variations in colour, shading, and 3D definition, as thread colours and ability are limited compared to digital printing. While we take great care in capturing key features and expressions, each embroidered piece will have its own uniquely crafted charm.
Can I have my kid's drawing in colour?
Yes, but the limit to this colour is 4, aside from black and white. Use the 'Additional Information' column to let us know youre requirements.
Our Products
Why are your items costly?
Each custom piece goes through a detailed process to ensure the best possible result. Transforming your photo into an embroidery or engraving-ready design requires meticulous editing, vectorisation, and adjustments to make it compatible with our machine. This process takes time, skill, and precision to ensure that every detail is crafted beautifully. Additionally, embroidery and engraving are hands-on techniques that require careful thread and material selection, setup, and finishing. The extra effort we put into every step ensures high-quality, personalised craftsmanship, making each piece a truly unique and meaningful keepsake.
I've received a fault item, what do I do?
We sincerely apologise that you've received a faulty item. Please email us at support@lainecreations.com with your order number and pictures of the wrong/faulty item so that we can investigate further.
Please note: As part of the standard embroidery process, faint hoop marks may be present around the embroidery design. The garment is not damaged - these marks can be easily removed with a damp cloth or a gentle wash.
Also note: As part of the standard embroider process, stabeliser is used to keep the design looking perfect, forever. Stabeliser is a piece of fabric that provides structure the the design, it softens after the first wash.
Why are marks around my design and a paper at the back?
As part of the standard embroidery process, faint hoop marks may be present around the embroidery design. The garment is not damaged - these marks can be easily removed with a damp cloth or a gentle wash.
As part of the standard embroider process, stabiliser is used to keep the design looking perfect, forever. Stabiliser is a piece of fabric that provides structure the the design, it softens after the first wash.
I'm not happy about the embroidery. What do I do?
We do our best to accommodate every custom order. Communication is key to avoid the end product from being different to what you had in mind. Please be clear and specific in the order notes, or email us beforehand if you are worried about your order.
What is your Returns Policy?
Replacements are only eligible for faulty or incorrect products, and must be returned within 14 days.
Returns are not available for any custom items, as they are made to order for you and cannot be resold.
Please view our Returns Policy page for more information, or email us directly at support@lainecreations.com .
Do you offer bulk discounts?
Yes we do, most often for orders over 15 items. Please get in touch with us via email at support@lainecreations.com .
Can I combine discounts and/or promotions?
No promotion or discount code can be used together. Discount codes will not work on items that are already on sale.
I know what I want to embroider, but I am not sure how to order it.
We will be happy to help you with it! Please send us an email at support@lainecreations.com and let us discuss on how to bring your vision to life.
Draft Approval
Can I see a draft of my embroider design before my order is made?
In order to keep prices down and our production smooth, we do not provide drafts before production by default.
Some of our products offer draft approval for a small service fee. The draft approval process typically delays our processing times by around 3 business days each revision.
Please note that what is provided for approval is a digitised file and the embroidered version may have slight variations in colour, shading, and 3D definition, as thread colours and ability are limited compared to digital printing.
How does draft approval work?
When our art team has completed the draft of the design for your order, we will email you a copy.
We offer up to two rounds of revisions before we proceed with the final design.
If we send you a draft and you don't respond to approve or revise it within 72 hours, we will proceed with the draft as is.
If you want to use a different reference image during the revision process this will incur an additional fee.