Frequently Asked Questions
Product and Customisation
All hats have the option of having the back of hat personalised and the Multi-Colour Text Hat" and the Custom Text Hat allow for the front to be personalised.
All hats have the option of having the back of hat personalised and the Multi-Colour Text Hat" and the Custom Text Hat allow for the front to be personalised.
Previews are a guide. Embroidery is stitched thread (not print), so small variations can happen due to fabric texture, thread direction, and stitch style.
Yes — you can choose your embroidery font style and thread colour from the options on the product page.
We’ve selected a set of font styles and thread colours that stitch well and suit the product, so the options you see are the ones we recommend.
Embroidery Production, Delivery and Returns
Personalised items are not eligible for refund or exchange. Please ensure that all text, including capitalization, is entered exactly as you would like it to appear when embroidered.
Returns on un-personalised items are accepted if in same condition as received. Customer must show proof of sending the returned goods 7 days after customer receives the product. Customers are
responsible for all return shipping and associated costs. No restocking fee.
All custom embroidered items are final sale with no returns or refunds except for manufacturing defects or shipping damage, design dissatisfaction is not grounds for refund
Our standard embroidery processing time varies throughout the year - please check our announcement bar for most up to date processing time.
NZ Orders - 1-3 working days
Australian Rural Courier: 1 - 3 weeks
Australian FedEx: 1 - 2 days
USA FedEx: 1 - 3 days
Europe FedEx: 2 - 4 days
Shipping times do not include embroidery/production time which adds additional time.
- USA: Tariffs are included in the delivery price.
- Europe (and other international destinations): Duties/taxes may be payable on top, depending on your country’s import rules.
All products purchased from Namesake come with a 1-year warranty
in accordance with New Zealand consumer law. This warranty covers
manufacturing defects and faults in materials or workmanship. The
warranty does not cover damage caused by misuse, neglect, normal wear
and tear, or modifications made by the customer. If you believe your
item is faulty, please contact us with a description of the issue.
Gifting, Special Events & Wholesale
Yes, add Rush Order to your cart to skip the queue and have your order made 1st. The price for this service varies based on demand.
Order early (before December if possible) — personalised items take time to stitch. We’ll publish seasonal cutoff dates on the website as Christmas approaches.
Yes, please add 1 gift wrap for each gift that needs to be individually wrapped. If you add one gift wrap then we will wrap all items in cart if possible.
Please include any gift messages to be handwritten on one of our cards on the order notes. Contact us if you have any queries.
Yes, we would love to collaborate with your business for an event or product line and offer bulk discounts. Please contact us to discuss further.
Yes, this is a service we offer on a case by case basis. Please contact us if you are interested.
