Common Questions
How does the approval process work?
Production never starts until you've seen and approved the design. We create a realistic digital mockup showing how your photo will look on your chosen garment before we begin the embroidery.
What photo quality do you recommend?
We recommend high-resolution photos (at least 1080px) with clear details. The more detail in your image, the more we can capture in the embroidery thread.
What is the typical turnaround time?
Once your design is approved, it typically takes 5-7 working days to complete. We dispatch your finished garment once it's fully embroidered and inspected.
Do you offer custom embroidery for gifts?
Absolutely. We specialise in creating unique, high-end gifts. From family portraits to sentimental messages, we turn your personal photos into lasting memories.
UK Delivery & Dispatch
At ELIX, we believe in the power of personal approval. Our production process is designed to ensure your memory is captured exactly as you envision it. After your design is approved, we begin the embroidery process and dispatch your finished garment to your door.
Standard UK Dispatch
Once your design is approved, we begin embroidery. Standard dispatch times for the UK mainland are 5-7 business days.
Island & International
Orders to the Channel Islands, Isle of Man, and the Republic of Ireland typically take 8-10 business days. International shipping times vary by destination.
Tracking & Updates
Once your order is dispatched, you will receive a tracking number via email. We aim to provide regular updates on your embroidery progress.
Returns Policy
At ELIX, we believe in the power of custom-made memories. However, due to the bespoke nature of our photo embroidery, we cannot accept returns or exchanges for a change of mind on personalised items once production has begun. This is because each garment is personalised with embroidery based on your photo. We encourage you to review our digital mockup previews thoroughly before approving your design for embroidery to ensure the final embroidery meets your expectations. If your item arrives faulty, damaged or not as described, please contact us so we can help resolve the issue. This does not affect your statutory rights.