Our Policies

Order Fulfilment

  • Owing to the nature of all customised work, lead time may vary depending on the nature of your requests. Do give us sufficient lead time by making your purchases us early, or contact us directly if you wish to enquire if we are able to meet your deadlines.
  • If you are purchasing embroidery supplies, it is advisable to check with us on the stock availability of your desired items before making your purchase on our website.


Returns and Exchanges

Customised Products
  • No returns or exchanges will be allowed for incorrectly customised products if the source of the error is due to erroneous information submitted.
  • However, if we have made an error on our part, we are obliged to replace you with an amended version. We may ask for a return of the article in question before a replacement is made.
  • Please be sure to communicate all customisation details to us clearly. We will exercise our own discretion regarding any non-critical aspects not specified.

Embroidery Supplies

  • Our digital colour charts are meant to facilitate the process of purchasing embroidery threads online. However, monitor-to-monitor and physical-to-digital colour differences will be present.
  • Hence we are not able to accede to requests to exchange embroidery thread colours for reasons due to personal preference or colour discrepancy.
  • We will only grant a one-to-one exchange for goods that are already damaged upon receipt. Please submit to us a photo so that we may assess the damage.
  • Customers are liable to bear the return delivery costs if any.

Returns and Exchanges Validity 

  • All requests for returns and exchanges must be submitted to us via email at hello@shepha.co or our contact form within 30 days of receipt.


Third-party Delivery Fulfilment

  • Our door-to-door delivery service is fulfilled by the trusty ninjas at NinjaVan.
  • Please ensure that your delivery details are entered in correctly during checkout.
  • Once delivery has been arranged by us, we will email you with your Tracking ID, with which you are able to track your order here.
  • Up to 2 re-deliveries will be attempted by NinjaVan, after which additional delivery charges will apply.
  • Delivery by NinjaVan will take 1 - 3 working days.
  • FAQs for NinjaVan are available here.
  • We currently only support local delivery within Singapore.



  • All images / graphics / artworks / logos submitted to us for customised orders must either be original designs or licensed for reproduction.
  • All designs sold through our products or shown on www.shepha.co and its related sites and social media may not be reproduced.