Frequently asked questions.

Embroidery is a design made of threads stitched directly into the fabric, with a needle and a specialised machine. It doesn't peel, crack or fade in the wash — unlike a print or heat transfer, which are layers of ink or plastic applied to the surface.

We use Madeira Polyneon threads, a premium polyester that stands up to repeated washing and sunlight. For some special pieces we also use metallic threads (gold / silver), marked as such in the product description.

The texture comes from the threads forming layers — on densely stitched areas the embroidery raises the surface slightly. That's normal, and a sign of real embroidery. It settles a little after washing but keeps its relief.

Almost. Embroidery works well with clear lines, distinct shapes and strong contrast. Realistic photos, fine gradients and details under 2 mmdon't translate well into thread. If you're not sure, send us an image at contact@kinzello.comand we'll tell you whether it works.

It depends on the area. On the chest of a t-shirt, about 20 × 25 cm; on the back, more. We confirm the size and position before stitching, so it stays within limits.

No. The high heat of a dryer can shrink the fabric and strain the embroidery stitches. Lay the piece flat or hang it on a hanger, away from direct sunlight.

Turn the piece inside out and iron over the embroidery with a thin cloth between the iron and the fabric. Never iron directly on the front — the threads can flatten or turn shiny.

Yes — see Custom embroidery. Choose the piece, send us your design, photo or text, and we'll confirm the position and size before stitching. You receive the finished piece in 4–7 working days.

For designs that allow it, yes — tell us which colours you'd like when you order and we'll confirm them together. For the rest, we keep the design's original palette.

Of course. For orders of more than 10 pieces, write to us at contact@kinzello.com — we'll agree a special price.

Yes. At checkout choose Companyand enter your tax ID (CUI), your Trade Register number and, optionally, your IBAN. You'll receive a tax invoice with all your company details.

If we haven't started production (the first 1–2 hours after you order), yes — call or write to us straight away. Once the embroidery has started, we can't stop the machine without losing the piece.

3–5 working days for ready pieces and 4–7 for personalised pieces with a sketch. Orders placed before 14:00 start the same day. You see the estimated date on the product page and in the bag.

For now only cash on delivery — you pay the courier in cash when the parcel arrives. Online payment (card / transfer) will be available soon.

It varies with weight, and the free-shipping threshold is shown in the banner at the top of the site and in your bag. Usually free shipping over 250 RON.

Only within Romania for now. If you're in the EU and would like a special order, write to us — we'll work out the shipping cost and confirm it before you order.

Yes — you have 14 days from delivery for standard pieces. Personalisedproducts (with your design, photo or text, or with colour changes) CANNOT be returned unless they have a manufacturing defect — they're made especially for you.

Photograph the defect and write to us at contact@kinzello.com within 48 hours of delivery. We replace the piece or refund you, no questions asked.

Once we receive the piece back, we check it and process the return within 3–5 working days. The money goes back via the same method you paid with.

For returns of standard pieces (through no fault of ours), the customer pays. For manufacturing defects or wrong products, we cover the full cost.

See our size guide. Measurements are taken with the garment laid flat, not on the body. If you're between two sizes, choose the larger one — especially for hoodies, where you'll want room for a layer underneath.

European. S / M / L / XL / 2XL / 3XL. All values in the size chart are in centimetres.

A tolerance of ±1 cmis normal — textiles aren't made to millimetre precision. If the difference is bigger, write to us and we'll sort it out.