Customisation FAQ

We offer embroidery/engraving in a wide range of our products. If you were thinking about adding that service to your order, you can find out about more about the process here before deciding to go ahead.

What are the choices I have for customisation?

In the product, by choosing to add an embroidery/engraving, you will be asked to select the design content you want to have, its position, colour and other details.

Can I use my own design?

Yes, just select Custom Kamon/Logo on the options. Upload your art or send it to us sales@ninecircles.eu with your order number.  Online uploads have a size limit and should be limited to a .jpg format.

What kind of artwork files do you accept?

We accept many types of art files, but the art submitted for embroidery has to be clean and crisp as we can only embroider solid shapes and colours. Gradients or shades won’t work because we can’t transition from one colour thread to another.

Will I receive a confirmation after I place my order?

Yes. You will receive an e-mail confirmation when you place your order. It’s important to use this opportunity to check if all the details are correct.  We might also contact you to confirm some details with the design or your name’s pronunciation to pass on to our Japanese translator. Once everything is clear you are happy, we start the customisation process and lead time.

Wait! Can I change something?

If the process hasn’t started yet, you can. Once the embroidery/engraving is underway, we cannot change it. We cannot offer exchange or refund on customised items. Be sure to check that all the details you submitted are correct.

How long does it take to receive my customised order?

Customisation process usually takes up to 14 working days to arrive at our distribution centre following confirmation of your customisation data.

Will I be notified after my order has been shipped?

Yes, as soon as your order leaves our warehouse, you will receive an e-mail to confirm and your parcel tracking code.

My order has some items with no customisation requests. Will I get them first?

Your standard items will be on hold and waiting for the custom items to be ready before we ship everything together. If you wish to have the items sent separately, please make two separate orders or contact us and we can calculate the additional shipping fees for you.