Order and Return Policy

After Placing your order, you will receive a proof

All embroidery orders will receive an email proof from our design department.

The proof is to ensure we have:

  • Correct font

  • Correct text

  • Correct format

  • Correct Color


  • this is a low-resolution jpeg, it will not be representative of the quality of the embroidery

  • Color will appear different on your screen, i.e white will look grey

  • We will not begin production on your order until you approve your approval.

  • If the order is incorrect, but accurate to the proof you approve, we are not responsible for replacing the product.

  • We list the size of the embroidery/ personalization on each item, but it is ultimately at our discretion, the size may change due to various restrictions.


Can I make A change to my order?

Yes, as long as we have not run your order yet, if you find an error on your order confirmation, please contact us immediately!


Can I purchase an item without a monogram?

Yes, pricing is the same with or without personalization. Please remember to select the “No Personalization” option when placing your order.


When will my order be ready?

  • We focus on quality. Personalized orders ship from our shop in Richmond, Virginia, typically within 10 business days. There could be delays due to our suppliers.

  • We will not run your order until you approve the proof we email you.

  • NOTE:  if you do not see our email please check your spam folder!

  • We are currently unable to expedite the turnaround time on any online orders, but if you come to our store and place your order in-person, we can prioritize your order and speed up the process for a rush order fee.  

  • Orders placed during busy seasons such as the holidays and graduation could take an additional day or two.

  • Non-Personalized orders typically ship within 2-3 business day from our location in Richmond, VA.

  • Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please allow 12-24 business hours for the service to process the package, as it must be scanned at the location of departure before you are able to follow the shipment.

  • If you think you should have received your order by now, please contact us with your order number at craig@atlanticembroideryworks.com or +1(804)282-5027 and we will be glad to look into the status of your order for you!

  • Please inspect your order immediately upon arrival. If you receive a damaged or defective item, you must contact us within 48 hours of delivery


Can I return my order?

  • Because our items are custom made just for you, we will only issue refunds on orders that have not been personalized.

  • There will be a 10% processing fee charged for all refunds. See below for our full return policy.

  • If we make a mistake and your item arrives with incorrect personalization, please let us know immediately by contacting us at craig@atlanticembroideryworks.com or +1(804)282-5027 and we will correct the problem


What happens if my package is returned?

  • We will contact you via email or phone call as soon as your package is returned to our business.

  • If the package was returned due to an inaccurate or incomplete address, we will ask that you pay an additional standard shipping charge for the second shipment.

  • All customized products are final sale due to the personalized nature of monogrammed gifts, unless there is an error on our part which was not approved by the customer. 

  • If an item is eligible for return, it must be unworn, unwashed. If items are returned with stains or damaged, they are not eligible for return.

  • Please note that shipping charges are non-refundable. You can send your package back to us using the shipping method of your choice as you are responsible for these shipping charges as well. We suggest using a trackable shipping service or purchasing insurance for the package. We are not responsible for any packages lost or damaged in the mail and will not issue any refunds for them!

  • Exchanges: Because merchandise is available in limited quantities, we are unable to offer any exchanges. We suggest placing a new order for any items you want and following our return policy as outlined above.

  • HOLIDAY EXTENSION FOR RETURNS (STORE CREDIT ONLY): Due to the nature of gift giving around the holidays, we are extending our return timeline for orders placed November 23-December 24. Any order placed during that time period must be postmarked by January 15.


I received my order and something is wrong?

  • Please inspect your order immediately upon arrival. If you receive a damaged or defective item, you must contact us within 48 hours of delivery.

  • We want to help and correct! Please Contact Us and include a photo in your email!

  • If we made the error we will correct the mistake, free of charge

  • If you entered the incorrect information and approved the proof,  please reorder through the website. We are not responsible for replacing the item.

  • If we receive the merchandise within 14 days of delivery, a refund will be issued to the original form of payment. Due to credit card processing fees, there will be a 10% restocking fee on all cash refunds.


Can I mail you something I own to monogram

  • Yes by all mean that will be no problem. It’s a good idea to give us a call and ask about the specific item. Once you send it, you will need to give us the following information:

    • Font

    • Format (Initial, Monogram, 2 letter, 1 letter, name/ text)

    • Size

    • Color

    • Placement (be specific)

  • We will also need:

    • a return mailing address

    • email address

    • credit card #,

  • and we will make a $10 deposit on your card

  • We will send you a proof, once you approve we will run the order

  • The balance of payment will be charged at time of shipping