What it costs, how long it takes, and exactly when we make it right.
Last updated 3 September 2026
There is no shipping line at checkout because there is no shipping charge. The cost of getting your piece to you is built into the price you see on the product.
We ship within the United States only at the moment. We say that here rather than letting you fill in an address and hit a wall at the payment step. If you are outside the US, leave your email on the store and we will tell you the day we can ship to you.
Your piece is embroidered after you pay, not before. Production takes up to 5 business days — that is the due date printed on the production ticket that goes to the embroidery floor, not a marketing number. Transit is another 3–5 business days within the US.
So: 8–10 business days from payment, typically. We email you when payment clears, when it goes into production, when it ships with the carrier and tracking number, and when it is delivered. You can also open your order page at any time — no login, no account.
We quote a range, not a date. We would rather be honest about a range we hit than promise a date we miss.
Because each piece is made to order, we cannot accept returns or exchanges for a change of mind or a size you chose. Check the measurements before you order.
There is no back-of-house stock for it to return to. Your Trepo piece did not exist until you ordered it — a blank was bought, put on a machine and embroidered for you. Sending it back would not put it on a shelf; it would put it in a bin.
That is exactly why we publish the real garment measurements for every size in inches and centimetres, with the manufacturer’s tolerance stated. Measure a piece you already own, lay it flat, and match the numbers. It takes a minute and it is the single best thing you can do before ordering.
If we get it wrong — wrong item, wrong size shipped, wrong colour, a stitching fault or damage in transit — we replace it or refund it, and you do not have to send anything back.
You do not need to post anything back, you do not need a returns number, and there is no restocking fee. Email us a photo and we sort it. This applies to anything that is our fault or the carrier’s: wrong piece, wrong size sent, wrong colourway, a defect in the stitching or the blank, damage on the way to you, or an order that never turns up.
Tell us within 30 days of delivery so we can still claim on the carrier where relevant. Email tillysourcing@gmail.com.
Free cancellation any time before your production ticket goes to the embroidery floor. After that it is being made and cannot be cancelled.
The production ticket is a real event in our system, not a vague window — it is the email that sends your piece to the embroidery floor and commits the blank. Before it goes, cancelling costs you nothing and we refund in full. After it goes, the piece is being made and we cannot cancel it.
To cancel, reply to your confirmation email or write to tillysourcing@gmail.com with your order number. We will tell you straight away whether it has dispatched.
If tracking has not moved for 7 business days, or the carrier says delivered and it is not with you, tell us. We will chase the carrier and, if it does not surface, remake and reship it. You are not the one who has to fight the courier.
Free shipping, included in the price. United States only for now.
Made to order and embroidered by SEWN — nothing is produced until payment clears.
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