Submit a Ticket

Last updated: November 2, 2026

Use this page to send Clover Stitch a support request with the right subject line already filled in. Choose the topic that fits, click the link, and your email app opens a new message to [email protected]. Add the details listed under each topic and send. We reply within 24 hours on business days.

Before you send a ticket

Include: your order number (if you have one) and write from the email you ordered with.
Personalisation: type names and years exactly as they should be stitched.
Problems with an item: attach a photo; photos are deleted 30 days after delivery.
Never include: card numbers, security codes, passwords or one-time codes.
Reply time: within 24 hours on business days.

Choose your topic

Each link below opens a new email with a subject that tells us immediately what you need. If your email app does not open, copy the subject shown in brackets and write to [email protected] yourself.

Change or correct my order (within 24 hours)

Open a change request (subject: “Change my order”). Include your order number and exactly what should change: a name, a year, a title, the thread colour, the size, the garment colour or the shipping address. For names, type them exactly as they should be stitched, with capital letters and in order. Changes are possible within 24 hours of ordering. See Cancel or Change an Order.

Cancel my order (within 24 hours)

Open a cancellation request (subject: “Cancel my order”). Include your order number. Inside the 24-hour window you receive a full refund and there is nothing to send back. If you only want to remove one item, say which one.

Where is my order?

Ask about a delivery (subject: “Where is my order”). Include your order number and the date of your shipping email, if you received one. Before writing, you can check the status yourself on Order Tracking. Typical timing is 1–3 business days of processing and 7–14 business days in transit.

Return or exchange

Start a return or exchange (subject: “Return or exchange”). Include your order number, the item and whether you want a refund, store credit or a different size or colour. Returns are accepted within 60 days of delivery and we send a free return label. See Returns & Exchanges.

Something is wrong with my item

Report a problem (subject: “Problem with my item”). Include your order number, a short description and a photo showing the issue and the garment label. Wrong item, embroidery not as typed or damage in transit: we remake or refund at no cost to you.

Refund question

Ask about a refund (subject: “Refund question”). Include your order number and the date of our refund email if you received one. Refunds are sent within 7 days of receiving your return. See Refund Policy.

Question before ordering

Ask a question (subject: “Question before ordering”). Tell us the product, and what you would like to know: whether names fit, which thread colour reads best, which size to choose, or whether delivery is likely before a date in a particular country.

Payment question

Ask about a payment (subject: “Payment question”). Describe what happened — a declined payment, a duplicate charge, a confirmation email that never arrived — and the date. Do not include card details. See Payment Methods.

Privacy request

Send a privacy request (subject: “Privacy request”). Tell us whether you want a copy of your data, a correction or deletion, and write from the email address linked to your orders. See Privacy Policy.

Copyright or trademark concern

Please follow the steps on our DMCA page for copyright, or the Intellectual Property Policy for trademarks and other rights. Those pages list the information a notice must include.

Anything else

Send a general message (subject: “General question”). Suggestions for new grandma names or designs are welcome here too.

How to write names and years in a ticket

Most change tickets are about personalisation, and the way the text is written in your email is the way we will stitch it. A few tips:

Put the text on its own line, after a short label, for example “Names: Ava, Leo, Mia”. That way there is no doubt where the text starts and ends.
Use the exact capitals you want. “Mimi” and “mimi” are stitched differently on designs that do not set the case themselves.
Keep the order. On the Grandma sleeve-names crewneck the first name is stitched nearest the shoulder; on the Mama Names Heart hoodie names are stitched left to right in the order typed.
Mention accents and hyphens clearly, for example “Zoë (with two dots over the e)” or “Anna-Lise (with a hyphen)”. We will tell you if a character cannot be stitched.
Check the field limits. Up to 6 names and 60 characters on the sleeve crewneck, 5 names and 45 characters on the names hoodie, 10 characters on the Kids Name sweatshirt.
Years are four digits, for example 2019, not ’19.

Example tickets

These examples use made-up names and order numbers to show the level of detail that gets a one-reply answer.

A change ticket

“Subject: Change my order. Order 2041. On the Mama Est. Year crewneck, the year should be 2021, not 2012. Title Mama and thread colour Cream are correct.”

A return ticket

“Subject: Return or exchange. Order 2077. The Gigi Embroidered Crewneck in M is a little small. I would like to exchange it for L in the same colour, Blush Pink. It has not been worn.”

A problem ticket

“Subject: Problem with my item. Order 2102. The Kids Name sweatshirt says ‘Theo’ but I typed ‘Teo’. Photo of the front attached. The size and colour are right.” (If the embroidery does not match what was typed, we remake it at no cost.)

A question before ordering

“Subject: Question before ordering. I would like the Auntie Est. Year sweatshirt with ‘Tia’ and 2027, delivered to Christchurch, New Zealand. Would it arrive in about four weeks?”

Tickets from gift recipients

If you received a Clover Stitch gift and something needs attention — a size, a spelling, a damaged item — you can write to us even though you did not place the order. Tell us your name, the delivery address and roughly when the parcel arrived, and describe the problem. We will find the order and, where needed, contact the buyer discreetly. Refunds always go to the person who paid, so recipients often prefer an exchange.

Tickets about several orders

If your question concerns more than one order — for example three Auntie Club sweatshirts sent to three addresses — list every order number in the same ticket and say which item each question refers to. One ticket keeps everything together and avoids crossed answers.

What to include, by topic

Information that lets us answer in one reply
Topic	Required	Helpful
Change or cancel	Order number, exact change	Product name and option
Where is my order	Order number	Shipping email date, tracking number, city
Return or exchange	Order number, item	New size or colour wanted; refund or store credit
Problem with an item	Order number, photo	Photo of the garment label
Refund	Order number	Date of our refund email
Before ordering	Product, your question	Names, date, destination country
Payment	Date and description	Name used at checkout
Privacy	Type of request	Order number to confirm identity

What happens after you send a ticket

It arrives in our support inbox. Every message is read by a person.
We reply within 24 hours on business days. Business days are Monday to Friday, excluding US public holidays.
We ask once if anything is missing. For example a photo or the exact spelling of a name.
We confirm the outcome in writing. A change made, a label sent, a refund issued, or an answer to your question.

Please reply in the same email thread rather than starting a new one; it keeps the whole history of your request together and makes the next answer faster.

Time-sensitive tickets

Change and cancellation requests are only possible within 24 hours of ordering, so send them as soon as you notice. The time your email arrives is what counts, not when we read it. For everything else — returns within 60 days, delivery questions, refunds — there is no rush within the policy windows, but earlier is always easier.

Why we use email tickets

Clover Stitch offers support by email only. That is a deliberate choice: personalisation questions depend on exact spelling, and an email gives both of us a written record of every name, year and size. It also means you can write whenever it suits you — during a lunch break, late at night after the kids are asleep, or from another time zone — and our reply will be waiting within 24 hours on business days. Nothing you write in a ticket is published, and we never use support messages as reviews or testimonials.

Attachments

Photos are the only attachments we usually need. A clear picture in daylight of the whole item, plus a close-up of the problem and the garment label, is ideal. Ordinary phone photos are fine; there is no need to compress or edit them. Please do not attach documents such as bank statements or identity cards.

Keeping your information safe

We never ask for card numbers, security codes, passwords or one-time codes, and you should never send them in a ticket. If someone claiming to be Clover Stitch asks for them, it is not us: forward the message to [email protected]. Photos you send are used only to resolve your request and are deleted 30 days after delivery of the order. Names you send for personalisation are used only for your order.

Closing a ticket

A ticket is closed when the request is resolved and confirmed in writing. If something comes up later about the same order, reply to the same thread and we will pick it up again with the full history in front of us.

If you did not hear back

If 24 business hours have passed without a reply, check your spam and promotions folders for a message from @cloverstitch.shop. Make sure the address you wrote from is spelled correctly in your email app. Then send your message again with “Second request” at the start of the subject.