Contact Us
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Questions about a title, a year, a size or a parcel? Clover Stitch is reached by email, and a real person reads every message. This page tells you where to write, how quickly we answer, what to put in your message so we can solve it in one reply, and which page already answers the most common questions.
How to reach us
- Email: [email protected]
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Support channel: email only — we do not take orders or changes by phone or social media.
- Structured requests: use Submit a Ticket to open an email with the right subject.
- Postal address: Clover Stitch, 2314 Chand Road, Joppa, MD 21085, US.
Write to us
The fastest way to get help is an email to [email protected]. You do not need an account or an order to write to us: questions before you buy are welcome, and often they save a change later. If you prefer a guided route, our Submit a Ticket page lists the common request types and opens your email app with the subject already filled in.
We answer within 24 hours on business days. A message sent on Saturday morning is answered by the end of Monday at the latest. If you wrote during the 24-hour change window after placing an order, your message counts from the moment it arrived, even if our reply comes later.
What to put in your message
A complete message usually gets a complete answer in one reply. Depending on your question, please include:
- Your order number (from the confirmation email), if you have ordered.
- The email address you used to order — ideally write from it.
- The product and options, for example “Grandma Grandkids’ Names Sleeve Crewneck, Heather Grey, L”.
- Exactly what you want, for example the corrected spelling of a name, typed exactly as it should be stitched, with capitals.
- A photo, if something arrived damaged or different from what you ordered. Photos are deleted 30 days after delivery of the order.
Please never send card numbers, security codes, passwords or one-time codes. We will never ask for them.
Which page answers your question?
| Topic | Quick answer | Full details |
|---|---|---|
| Where is my order? | Look it up with your order number and email | Order Tracking |
| How long will it take? | 1–3 business days to make, then 7–14 business days in transit | Shipping & Delivery |
| I made a typo in a name | Email us within 24 hours of ordering | Cancel or Change an Order |
| It does not fit | Return within 60 days with a free label, or exchange | Returns & Exchanges |
| When do I get my money back? | Within 7 days of us receiving the return | Refund Policy |
| Which size should I choose? | Compare with a sweatshirt she already owns | Size Guide |
| How do I pay? | The methods shown at checkout | Payment Methods |
| Can you stitch a team or character name? | No — family titles, years and names only | Intellectual Property |
| Anything else | Short answers to the most common questions | FAQs and Help Center |
Questions before you order
Many of our emails come before an order, and we are glad to answer them. Typical questions:
- “Will this name fit?” Tell us the product and the name or names. We will tell you whether they fit the field and how they will look.
- “Which thread colour reads best on sage?” We suggest cream or navy for clear contrast, white for a softer look.
- “Will it arrive before a date?” Tell us the date and the destination country. We will give you an honest view based on our 1–3 business days of processing and 7–14 business days in transit; we do not guarantee delivery dates.
- “Is this design available in another colour?” Each product page lists the colours we offer. If you want a colour that is not listed, ask; sometimes we can tell you about a similar design that has it.
- “Can I add a heart between names?” On the Grandma sleeve-names crewneck, tiny hearts between the names are part of the design. Other symbols cannot be added through the fields.
Questions after you order
Changing something
You have 24 hours from ordering to change the title, year, names, thread colour, size, colour or address, or to cancel. Email us with “Change” or “Cancel” and your order number in the subject. After 24 hours the order is usually in production; write anyway and we will tell you what is still possible.
Something is wrong with your order
If the wrong item arrived, the embroidery does not match what you typed, or the item is damaged, email us with your order number and a photo. If the mistake is ours, you will not pay to put it right — we remake or refund it, and we send a free return label if we need the item back.
Returns and exchanges
Email us within 60 days of delivery. We send a free return label, also for a change of mind, and refund within 7 days of receiving the return, or add store credit that never expires.
A parcel that has not arrived
If 7–14 business days have passed since your shipping email, check any tracking link and the area around the delivery address, then email us with your order number. We will look into it with the carrier and help you reach a solution.
Example messages that get a one-reply answer
You do not need to write formally. These short examples show the kind of detail that lets us answer straight away. The names are made up.
Correcting a name
“Subject: Change — order 1234. Hi, on the Grandma Grandkids’ Names Sleeve Crewneck I typed ‘Ava, Leo, Mai’. It should be ‘Ava, Leo, Mia’, in that order. Everything else is correct. Thanks, Laura.”
Exchanging a size
“Subject: Exchange — order 1250. The Kids Name sweatshirt for Theo in 3T is too small. Could I exchange it for 4T with the same name and thread colour? The sweatshirt is unworn.”
Asking before ordering
“Subject: Question — Auntie est. year. I want ‘Titi’ with the year 2027 for a pregnancy announcement next month, shipping to Melbourne. Would it arrive in about four weeks?”
Reporting a problem
“Subject: Problem — order 1302. The Mama Bear hoodie arrived in navy but I ordered sand, size M. Photo of the hoodie and label attached.”
Reply times in practice
| You write | We reply by |
|---|---|
| Monday to Thursday | Within 24 hours |
| Friday | Within 24 hours on business days, so by Monday at the latest if it arrives late on Friday |
| Saturday or Sunday | By the end of Monday |
| A US public holiday | By the end of the next business day |
If you have not heard from us within that time, check your spam or promotions folder for a message from @cloverstitch.shop, then write again; occasionally an email is filtered on the way.
If you need help placing an order
If something on the site is hard to use for you — small text, the personalisation fields, the size options — email us what you would like to order and the details, and we will help you through it step by step. We cannot take payment by email, but we can make sure every field you fill in is right before you pay.
Gift orders and family orders
If you are buying for several family members, you are welcome to email us a list before ordering — names, titles, sizes — and we will check that everything fits the product fields. If a gift has arrived and the recipient wants to swap a size, the person who ordered should contact us with the order number; if that would spoil a surprise, the recipient can write to us with as much detail as possible and we will help discreetly.
Messages from outside the United States
A large share of our gifts travel to Canada, Australia and New Zealand, often ordered by someone in one country for a grandmother in another. Email works the same from everywhere. Because of time differences, a message sent in the Australian or New Zealand evening may arrive during our night; our reply time is still within 24 hours on business days. When asking about a delivery to one of those countries, include the city or postcode so we can give you a realistic answer about timing.
Feedback and kind words
If a sweatshirt made someone cry happy tears at a birthday table, we would love to hear about it. We do not publish customer messages or photos as reviews on the site, so you can write freely; your message stays between you and us. Honest criticism is just as welcome: if a size ran differently than you expected or a description could be clearer, tell us and we will improve the product page for the next family.
Business identity
Clover Stitch
2314 Chand Road
Joppa, MD 21085
United States
Email: [email protected]
We do not have a walk-in shop, and we do not accept returns delivered in person or by post without first contacting us — please email so we can send the free return label and instructions.
Other kinds of messages
- Copyright notices: follow the DMCA process.
- Trademark or other rights: see the Intellectual Property Policy.
- Privacy requests (access, correction, deletion): see the Privacy Policy and email us from the address on your order.
- Suggestions: a grandma name we have not thought of? An idea for a design? We read every suggestion.
A note on suspicious messages
Our emails come from addresses ending in @cloverstitch.shop and link only to cloverstitch.shop. We never ask for payment details, passwords or codes by email, and we never ask you to pay through a link sent in a message. If you receive something that claims to be from us and looks wrong, do not click anything — forward it to [email protected] and delete it.
Before you hit send
A quick checklist: is your order number in the subject? Are you writing from the email address you ordered with? If it is about personalisation, have you typed the text exactly as it should be stitched? If something is damaged, is the photo attached? That is all we need.
What happens after you write
- Your email arrives in our support inbox.
- We read it, check your order if you included the number, and reply within 24 hours on business days.
- If we need something from you — a photo, a corrected spelling, a size — we ask once, clearly.
- We confirm in writing what we have done: a change made, a label sent, a refund issued.
Thank you for writing. Whether it is a question about a toddler’s size or a grandmother’s nickname, we are happy to help.