FAQ

ORDERING

How do I place a custom order?
It's easy! Choose your bag size, color and patch bundle, then enter your name or phrase and list your patch selections by category and number at checkout (ex: Western 3, Whimsy 2). We'll take it from there!

How do I know which patches to choose?
Browse our patch catalog photos on each product listing — every patch is numbered and named by category so you can easily reference them at checkout.

Can I mix patches from different categories?
Absolutely! That's the fun part. Mix and match from any of our 6 categories — Western, Drinks & Things, Bookish, For the Girls, Whimsy and Horoscope.

Is there a limit to how many patches I can add?
Our largest bundle includes 12 patches. Want more? Send us a message and we'll create a custom quote for you!

Can I order a custom phrase not listed in our Statement Totes?
Yes! Our Custom Patch and Custom Embroidery Tote listings allow you to enter any name, monogram or phrase up to 20 characters.

MOCKUPS

What is a mockup?
A mockup is a digital preview of your custom tote showing your name/phrase and patch placement before we begin production. Every custom order receives one!

How long does it take to receive my mockup?
You'll receive your digital mockup via email within 24–48 hours of placing your order.

What if I want to make changes to my mockup?
No problem! Each order includes one round of revisions. Simply reply to your mockup email with your requested changes and we'll send an updated version within 24 hours.

What happens if I don't approve my mockup?
Please approve your mockup within 48 hours to avoid delays. Orders not approved within 48 hours may experience extended processing times.

PRODUCTION & SHIPPING

How long does it take to make my order?

  • Custom Patch Totes: 3–5 business days after mockup approval
  • Custom Embroidery Totes: 5–7 business days after mockup approval
  • Statement Totes (no customization): 1–3 business days
  • Statement Totes (with add-ons): 3–5 business days

Do you offer free shipping?
Yes! Free shipping is included on all orders — it's already built into your product price.

Will I receive tracking information?
Yes! You'll receive a tracking number via email once your order ships. Please allow 24 hours for tracking to update.

Do you ship internationally?
We currently ship within the United States only. Stay tuned for international shipping updates!

RETURNS & EXCHANGES

Can I return a custom order?
Due to the personalized nature of our products, all custom orders are final sale once production begins. Please review your mockup carefully before approving!

What if my order arrives damaged?
Please contact us within 48 hours of delivery at [your email] with photos of the damage and we will make it right!

Can I cancel my order?
Custom orders may be cancelled within 24 hours of purchase as long as mockup production has not begun. Contact us immediately at [your email] if you need to cancel.

PATCHES & EMBROIDERY

Are the patches iron-on or sewn on?
Our patches are professionally applied by hand using a combination of heat bonding and reinforcement for durability.

Will the patches stay on through washing?
Yes! We recommend turning your tote inside out and washing on a gentle cold cycle. Lay flat to dry for best results.

Can I add patches to a Statement Tote?
Absolutely! Any of our Statement Totes can be customized with patches or embroidery icons — just select your bundle at checkout.

What fonts are available for embroidery?
Browse our embroidery font options in the Custom Embroidery Tote listing photos. Can't decide? Leave it to us and we'll choose the best fit for your phrase!

STILL HAVE QUESTIONS?
We'd love to hear from you! Reach out at corkandcottonco@gmail.com or DM us on Instagram [@corkandcottonco] and we'll get back to you within 24 hours.