Frequently Asked Questions

How do I place an order?

Browse our available keepsakes, choose your options, upload a clear photo of your handwriting sample, and place your order at checkout. Once received, we’ll get to work crafting your special keepsake.

How long does delivery take?

We aim to dispatch all orders within 3 working days. Once dispatched, delivery time is dependant on your chosen courier selected at checkout.

How do I send you the handwriting photo?

Each keepsake listing has a upload area to upload a photo of your handwriting sample, a simple photo from your phone is enough. A clear photo taken in good lighting works perfectly, no need to scan anything.

What format should I upload my photo in?

A JPEG or PNG photo taken on your phone is absolutely fine. The clearer and higher quality the image, the better the finished result. If we need a clearer sample, we will be in touch to request this.

Can I choose my frame?

Yes! Most of our pieces are available in a choice of frame finishes. Simply select your preference on the product page. An unframed option is available, but we recommend you trust us to frame your piece for the best finish.

What sizes are available?

Embroidery Area Size Guide:

• 4" × 4" (10.16cm × 10.16cm): Best suited to shorter messages, up to 15 words.
• 6"x6" (15.24cmx15.24cm): Suitable for longer messages, up to 30 words.
• 10"x6" (25.4cmx15.24cm): Suitable for larger passages of text, up to 50+ words.

A few helpful notes:

• Please note that these are guidelines only for the embroidered area. The amount of text that can be embroidered will vary depending on the handwriting style and layout. If you're unsure, please email us a photo and we'll be happy to advise.
• Images are for illustrative purposes only. Each keepsake is individually created and may vary slightly from the examples shown.
• If you have selected an additional image to accompany your main design, please let us know where you would like it positioned. You can describe your preferred placement, such as to the end of the handwriting, below or beside your main handwriting or design, and we’ll do our best to bring your vision to life

Do you offer gift wrapping?

All orders are carefully packaged in premium packaging material to make for a lovely unboxing experience and a safe delivery.

Layout Changes:

Very occasionally we may need to make changes to the layout of your note. This is to ensure clarity and so the handwriting fits within our maximum embroidery area.

Please be aware that we may make these necessary changes ourselves and these won't always be confirmed with you prior to your order being dispatched. The vast majority of orders don't require any layout changes, however if your note features 6+ words to a line we may need to split some words across more lines.

If you have a specific layout for your note in mind or would like to know what these changes could be, please contact us before placing your order and we will confirm what changes, if any, are necessary to the layout of your specific note

What is your returns policy?

Because each piece is personalised and made to order, we’re unable to accept returns unless the item arrives damaged or faulty. If there’s an issue, please get in touch at info@timelessstitches.co.uk with your order number and we’ll do our best to put it right.

How do I get in touch?

You can reach us via our contact page, social media, or email at info@timelessstitches.co.uk. We aim to respond quickly.