Frequently Asked Questions
Personalization
How do I personalize my piece?
Every listing has a personalization box. Type the name, title or word exactly as you want it stitched — spelling, capitals and all. What you type is what goes under the needle.
Can I use any name or word?
Yes, within the character limit shown on each product. We do not stitch school names, team marks, brand names or other trademarks in our own designs; if you enter one yourself, that is your choice and your responsibility.
Can I preview it before it's stitched?
The product photos show the design with a sample name. We don't send an individual proof, because the piece goes on a machine within a day or two of your order. If your text needs an unusual layout, write to us before ordering.
Can I change the name after ordering?
Only if we haven't started stitching. Message us immediately with your order number — once thread is in the fabric, it can't be undone.
Making and materials
Is this embroidery or print?
Embroidery. Gingham appliqué letters are cut and edge-stitched; script names are stitched thread; chenille designs are raised yarn. Nothing on our pieces is printed.
Where is it made?
In our own embroidery workshop, on our own machines.
How should I wash it?
Turn the garment inside out, wash cold on a gentle cycle, and lay flat or tumble dry low. Don't iron directly over embroidery or appliqué.
Sizing
What are the measurements?
Garment laid flat, in inches and centimetres. Chest is measured across, armpit to armpit — double it for the full circumference. Length runs from the top of the shoulder to the hem; sleeve from the centre of the back to the cuff.
| US size | Chest (flat) | Length | Sleeve |
|---|---|---|---|
| S | 20" / 51 cm | 27" / 69 cm | 31.5" / 80 cm |
| M | 22" / 56 cm | 28" / 71 cm | 32.5" / 83 cm |
| L | 24" / 61 cm | 29" / 74 cm | 33.5" / 85 cm |
| XL | 26" / 66 cm | 30" / 76 cm | 34.5" / 88 cm |
| 2XL | 28" / 71 cm | 31" / 79 cm | 35.5" / 90 cm |
Allow ±2–3 cm for hand measurement. The fit is relaxed and slightly oversized — if you're between sizes, take the larger one. Every piece is stitched to order and carries a name, so it can't be exchanged for size; if you're unsure, write to us before ordering.
How do the mocknecks fit?
They are made to be worn relaxed and slightly oversized. If you are between sizes or want a roomier look, take the larger one.
Can I exchange for a different size?
Because each piece carries a name and is made only after you order, we can't restock or resell it, so we can't accept size exchanges. Please check the size before ordering — and if you're unsure, ask us first.
Orders and delivery
How long until it ships?
About 3–5 business days to stitch, then transit. The delivery estimate for your address is shown on the product page and at checkout.
What does shipping cost?
Nothing. Shipping is included in the price on every order, with no minimum.
Why does the payment page say FAFO CLUBS?
Vivian Clothing is part of the FAFO CLUBS retail group, and FAFO CLUBS handles payment for all of our stores. The secure payment page — and the charge on your card statement — will show FAFO CLUBS. That's your Vivian Clothing order; nothing is wrong.
Do you ship internationally?
Yes. International orders may be subject to customs duties or import taxes set by the destination country, which we don't collect and can't control.
How do I track my order?
A tracking link is emailed to you as soon as your piece leaves the workshop. See Track Your Order.
If something is wrong
What if my piece arrives damaged or misspelled by us?
We remake it at no charge. Reply to your order confirmation email with a photo within 30 days of delivery. See our Return & Refund Policy.
What if I made the mistake?
Tell us anyway. We can't refund a personalized piece that was stitched as typed, but we offer a discounted remake so you end up with the right one.