sWhat is your holiday cut off?
The final day to order in time for Christmas and Chanukah is December 10. Any orders placed after December 10 will be shipped in January.
Where does ketzel ship to?
We offer flat rate shipping anywhere in Ontario for $4.99. All other rates will be calculated at checkout and you are able to select the pricing and shipping time. Find more information on our Shipping page.
Receive FREE shipping on order over $150 until December 10 with code HOLIDAYLOVE. Canada wide.
What is the turnaround time?
Currently all items have a turnaround time of around 2 weeks. We do our best to turnaround items as quickly as possible but please keep in mind that each gift is made to order. Trust us, it’s worth the wait!
Ok but I kinda need it right now. Can I put a rush on the order?
We do offer a rush service of a one-week turnaround. If for some reason this is not an option, we will contact you. To make this possible we have to charge a 25% premium on your gift order. You can select this option during the Personalize It process of your order.
We don't offer rush during the holiday season.
What if my order is wrong?
We promise to do our very best to avoid any mistakes or misspellings from happening. To help us, we ask that you check, and then double check the name(s) and/or birthday, font and thread colour you have selected.
If we have a question about a name spelling, we will get in touch with you via email. We will not proceed until we connect with you.
*Note that for names you have to specify the font case. Chloe OR chloe or CHLOE.
ALL monograms will be written in capital letters, example: CBK
ALL birthdays will be written out in full, example: January 10, 2018
Ok, but what if a mistake is made?
If you realize that you’ve made a mistake on your order, send us at email immediately to email@example.com. If the order has not been completed, phew! we’ll fix it. If the order has already gone into production, we cannot fix it or offer a refund.
Of course, if it’s our mistake we will rectify the situation as quickly as possible and keep you updated on turnaround time.
What if I have my very own idea for a personalization?
We created ketzel to make your gift giving fun and easy. That’s why you’ll notice that for each product we offer a short list of thread colours and font styles based on what we think looks best.
However, we are more than happy to create something with you that is super duper personalized. If you have a thread colour request or an idea that is not offered, please get in touch and we’ll do our best to make it happen! Just email us at firstname.lastname@example.org.