Frequently Asked Questions
General Questions
What does Henleys Custom Embroidery do?
We transform your favourite photos into premium embroidered hoodies. Every design is custom-made and professionally embroidered to create a meaningful keepsake you can wear for years.
What photos can I use?
You can upload almost any clear photo, including:
- Couple photos
- Family photos
- Mom & Dad photos
- Pet photos
- Memorial photos
- Friendship photos
- Special moments and memories
If you’re unsure whether your photo is suitable, feel free to contact us before ordering.
Can I add custom text?
Yes. Many of our products allow you to add names, dates, short messages, or meaningful text.
Ordering
How do I place an order?
Simply:
- Choose your product.
- Select your size.
- Upload your photo.
- Complete checkout.
We’ll take care of the rest.
Can I change my order after placing it?
If production has not yet started, we may be able to assist.
Please contact us as soon as possible after placing your order.
Once artwork creation or embroidery production has begun, changes may no longer be possible.
Can I cancel my order?
Orders may only be cancelled before artwork creation or production has started.
Because every item is custom-made, orders cannot be cancelled once production has commenced.
Artwork & Embroidery
Will my embroidery look exactly like my photo?
Your photo is carefully transformed into embroidery-ready artwork.
The final design will capture the essence of your image while being adapted for embroidery stitching. Some details may be simplified to ensure the best embroidered result.
Do you embroider faces?
Depending on the design style selected, faces may be simplified or omitted to create a clean, elegant embroidered look.
What if my photo is poor quality?
For the best results, we recommend uploading clear, high-resolution images.
If we believe your image may not produce a satisfactory result, we may contact you before production begins.
Is embroidery better than printing?
Embroidery creates a premium, textured finish that becomes part of the garment itself.
Unlike printed designs, embroidery will not peel, crack, or fade over time when properly cared for.
Shipping & Delivery
How long does production take?
Production typically takes between 3 and 7 business days.
Every hoodie is custom-made to order.
How long does delivery take?
Once shipped:
- Major cities and main areas: 2-3 business days
- Outlying areas: Up to 7 business days
Delivery times may vary depending on your location.
Do you ship nationwide?
Yes. We deliver throughout South Africa.
Do you offer international shipping?
At this time, we only deliver within South Africa.
Returns & Refunds
Can I return a custom hoodie?
Because every item is custom-made specifically for you, we generally do not accept returns or exchanges for change of mind or incorrect size selection.
What if my order arrives damaged or incorrect?
Please contact us within 7 days of receiving your order.
If the issue is due to a manufacturing fault, damage, or an error on our part, we will work with you to resolve the issue.
Sizing
How do I choose the correct size?
Please refer to our Size Guide before placing your order.
If you’re between sizes, we generally recommend sizing up for a more relaxed fit.
Care Instructions
How should I wash my embroidered hoodie?
To keep your hoodie looking its best:
- Wash inside out
- Cold or gentle wash cycle
- Do not bleach
- Avoid high heat tumble drying
- Do not iron directly on embroidery
Following these instructions will help preserve the embroidery and garment quality.
Contact Us
How can I contact Henleys?
Email: info@henleys.co.za
Phone: 045 838 1158
We’re always happy to help with any questions regarding your order.
Still Have Questions?
If you can’t find the answer you’re looking for, please contact us and we’ll be happy to assist.