If you’ve got a stitch-ready PES file or a clean PNG, great – we can get started straight away.
If not, we’ll need to do some design work to get it production-ready. That costs £50:

• £25 for the design time
   
• £25 for your final file (PNG for print, PES for embroidery)
  Once it’s paid for, the file’s yours to keep.
   

Yes, please. All jobs must be paid in full before we begin stitching or printing.
We’re a small family-run workshop, so each job matters – we don’t offer credit or ‘pay later’ options.

Once a design is approved and production has started, payments are non-refundable.

Yes! We always send a proof for you to check before we go ahead.
Please check it carefully – look at spelling, colours, size, and placement.

If it’s all good, give us the thumbs up and we’ll get going.
Changes after that may cost extra or delay your order.

Most orders are ready within 7–10 working days from the time we’ve got:

• Your approval
   
• Your payment
   
• Any garments or files we’re waiting on
   

Need something sooner? Just ask – we’ll always try to help, but rush jobs may come with an extra fee. Remember big orders can take us longer, ask us for a date and we will always stick with it. 

You can, but here’s the honest bit:

We’re not responsible for what happens to items we didn’t supply.
Some fabrics don’t take well to print or embroidery – we’ll advise if something’s tricky, but if it’s sentimental or can’t be replaced, we recommend ordering blanks through us.

Everything we make is custom – once we’ve started, we can’t undo it.
We don’t offer refunds or exchanges unless something’s faulty or we’ve made a clear mistake. So double-check your sizes, spellings, and choices before we begin!

We do our best to keep things thoughtful and low-waste.

• Recycled threads where possible
   
• Slow ordering – we don’t bulk-buy unnecessarily
   
• Reusable, minimal packaging
   
• Sample offcuts get reused for tests and trials
  That’s part of The Ellis Way – stitched with care, not in a rush.
   

If we’ve made an error, we’ll put it right. Simple as that.
But we can’t take responsibility for:

• Spelling mistakes or incorrect info once approved
   
• Damage to garments you supplied
   
• Items lost or delayed by couriers (though we’ll help chase things up)
   

Yes we are open Monday - Friday 9.30am -2.30pm. If this does not suit you you can make an appointment with us – just message and we’ll book you in.

We’re a working workshop with samples in store, not a high street shop, we plan our days around jobs. we’re always happy to chat or show samples when we can.

• Monday to Friday 9:30am – 2:30pm
  
   
• Closed weekends & bank holidays
   

Everything we do is made just for you. We put love and care into every order, and we ask for a little of that back – by checking your info carefully, respecting our time, and letting us know if something’s not right.