Frequently Asked Questions

Frequently Asked Questions | Diskrafte Personalised Embroidery 

ACCOUNT

How do I create an account?

To create an account, click on the 'My Account' icon at the top right corner of our homepage. Fill in your details and follow the prompts to complete your registration.

I forgot my password. How can I reset it?

If you forgot your password, click on the 'Forgot Password?' link on the login page. Enter your email address, and we'll send you instructions to reset your password.

At disKafte, your security is our top priority. We use advanced encryption technologies to protect your personal information. Rest assured, we will never ask for your password. If you receive any communication requesting your password, please report it immediately. Stay secure and enjoy a seamless shopping experience with us.

How do I view my order history?

To view your order history, log in to your account and go to 'My Orders.' Here, you will find a list of all your past orders and their statuses.

Is my personal information safe with you?

Yes, we prioritise your privacy and security. We use advanced encryption technologies to protect your personal information and do not share it with third parties.

How do I subscribe or unsubscribe from newsletters?

To subscribe or unsubscribe from newsletters, log in to your account, go to 'Account Settings,' and manage your email preferences.

Why am I not receiving any account-related emails?

If you're not receiving account-related emails, check your spam or junk folder. Make sure our email address is added to your safe sender list. If the problem persists, contact us at customercare@diskrafte.com.au

Can I place an order without creating an account?

Yes, you can place an order as a guest. However, creating an account allows you to track your orders and access your order history.

How do I add or update my payment methods?

To add or update your payment methods, log in to your account, go to 'Payment Methods,' and enter your new payment information.

CUSTOM EMBROIDERY SERVICE

What types of items can be embroidered?

We can embroider on a variety of items including apparel (shirts, jackets, hats), accessories (bags, towels, blankets), and more.

What is the minimum order quantity for custom embroidery?

The minimum order quantity varies depending on the item and design complexity. Please contact us at customercare@diskrafte.com.au for specific details regarding your order.

Can I provide my own design for embroidery?

Yes, you can provide your own design. We accept various file formats such as JPEG, PNG, and vector files. Please ensure the design is high quality for the best embroidery results.

What is the turnaround time for custom embroidery orders?

Turnaround time varies based on order size and design complexity. Typically, it ranges from 1 to 3 weeks. 

What are the setup fees for custom embroidery?

Setup fees cover the cost of digitising your design into a stitch file. Fees start from $45 and can vary depending on the complexity of the design.

Can I see a sample before the full production run?

Yes, we can provide a sample for approval before proceeding with the full order. This ensures you are satisfied with the embroidery quality and design placement.

What are the payment options?

We accept various payment methods including credit cards, PayPal, and bank transfers. Full payment is required before production begins.

Do you offer bulk discounts?

Yes, we offer discounts for bulk orders. Please contact us at customercare@diskrafte.com.au for specific pricing details based on your order quantity.
What if I need to make changes to my order?
If you need to make changes to your order, please contact us as soon as possible. Changes can be made before production begins, but once the embroidery process has started, modifications may not be possible.
What is your return policy for custom embroidered items?
Since custom embroidered items are made to order, they are non-refundable unless there is a defect or error on our part. Please contact us immediately if there is an issue with your order.

SHIPPING AND DELIVERY

Where do you ship from?

All orders are embroidered and shipped from Mickleham, Victoria

Where do you ship to?

We ship with AusPost to Australia, and International.

How long will it take to dispatch my order?

For Pre-designed and Personalised embroidery, lead time is 3 to 5 business days.

For custom artwork and business logo, lead time is 1 to 3 weeks.

What are your shipping rates?

Within Australia:
$10 Flat rate Standard Shipping 
$15 Express Shipping

FREE Standard shipping for Orders above AUD $150
FREE Express Shipping for Orders above AUD $300

International Shipping Rates is calculated at the checkout.

How do I track my order?

Order can be tracked with Australia Post here.

If there is any issue with your delivery, please contact the relevant shipping service to lodge an enquiry directly.

PRODUCT/DESIGN

What types of products can be personalised with embroidery?

We offer personalised embroidery on a wide range of apparels - T-shirts, sweatshirts, hoodies, rompers, dress, and blankets

EMBROIDERING SOON:
Denim Jackets, Hats, bags, pillows, shoes

Can I choose the thread color for my embroidery?

Yes, you can choose from a variety of thread colours or select from our Inspirational Thread Palette (based on design) to match your style and preferences. 

Our Thread colour palette includes both classic and contemporary options.

What designs can I choose for my personalised embroidery?

We provide a selection of pre-designed embroidery as well as the option to create custom designs. 

Whether you want a monogram, a name, a special date, or a unique graphic, we can bring your vision to life.

What is the turnaround time for a personalised embroidered product?

Our standard turnaround time is typically 3-5 business days from the date of order confirmation for Pre-designed and Personalised Embroidery. 1 to 3 weeks for Custom embroidery.

For large orders or complex designs, it may take a little longer. We’ll keep you updated throughout the process.

What if I need to make changes to my order after it has been placed?

If you need to make changes to your order, please contact us as soon as possible or within 4 business hours after placing your order. 

We can accommodate changes up until the point of production. After this period, we may have already started the embroidery process, and changes might not be possible
What materials do you use for your embroidered products?
We use high-quality fabrics and threads to ensure durability and a premium finish. Our products are made from a variety of materials, including Organic Cotton, polyester, and blends, chosen for their suitability for embroidery.
How do I care for my embroidered items?
To maintain the quality of your embroidered items, we recommend washing them inside out in cold water, using a gentle cycle. Avoid bleach and harsh detergents. Air drying will help preserve the embroidery.
Can I order in bulk for events or corporate gifts?
Absolutely! We offer bulk ordering options for events, corporate gifts, and special occasions. Please email us at customercare@diskrafte.com.au for more information on bulk pricing and customisation options.
Are there any limitations on the text or design I can use?
While we strive to accommodate all requests, there are some limitations based on design selected size, detail, and content. Extremely intricate designs may need to be simplified for clarity. Additionally, we do not embroider offensive or inappropriate content.

RETURNS AND EXCHANGE

Can I return a personalised embroidered item?

Unfortunately, personalised items cannot be returned due to their customised nature. We recommend double-checking all details before placing your order.

What is there is a mistake in the embroidery?

If there is an error in the embroidery that was our mistake, please contact us within 24-48hrs of receiving your order. We will correct the error and provide a replacement at no additional cost.

Can I exchange a personalised embroidered item for a different size or colour?

Since personalised items are made to order, we cannot offer exchanges for different sizes or colors. Please ensure you select the correct size and colour before finalising your order.

What if my item arrives damaged or defective?

If your item arrives damaged or defective, please email us at customercare@diskrafte.com.au within 48hrs of receipt with photos of the issue. We will work with you to resolve the problem, which may include a replacement or refund.

How can I cancel or change my order?

If you need to cancel or change your order, please contact us immediately or within 4 hours of placing the order. Once production has started on a personalised item, changes or cancellations cannot be made.

Do you offer refunds for personalised embroidered items?

Refunds are not available for personalised items unless there is a defect or mistake on our part. Please review all order details carefully before finalsing your purchase.
How long does it take to process a return or exchange?
For issues that qualify for a return or exchange, processing times may vary. Once we receive the returned item or verify the issue, we will process the replacement or refund within 7-10 business days.
Who pays for the return shipping costs?
If the return is due to a mistake on our part, we will cover the return shipping costs. For other return or exchange requests, the customer is responsible for shipping costs.