Return Policy

Personalized items cannot be returned. 

If you realize that you’ve made a spelling error on your order, send us an email immediately to 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.

We ask that you check, and then double check the name(s), font and thread colour you've selected.

Of course if there is a problem with your order or a mistake made on our end we'll correct the order and keep you updated on turnaround time. 

Cancellation Policy

If your order has not yet gone into production, we will be able to cancel the order. If it's already been personalized, we cannot offer an order cancellation. 

What is the turnaround time?

Currently we have a turnaround time of 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!

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 gift we offer a short list of thread colours and font styles.

However, we are more than happy to create something with you that is super duper personalized. If you have an idea that is not offered, please get in touch and we’ll do our best to make it happen! Just send an email to

*Tip! Be sure to follow us on Instagram and Facebook to see photos of our latest orders and get ideas for your next gift.