FAQs
Frequently Asked Questions
The East Coast Collection & Customization
How do I place an order for a custom tote? Simply select your preferred tote style and color from the East Coast Line. During the checkout process, you will be prompted to enter your custom text or initials. Please double-check all spelling, as we embroider exactly what is provided!
Can I order totes for a large group? Absolutely. We love a "girls' trip" moment. You can add multiple totes to your cart individually, or contact us directly if you are looking to place an order of 10 or more for a special event so we can coordinate the details with you.
Shipping & Timing
What is the turnaround time for custom orders? Quality takes time! Because each piece is custom-embroidered, please allow 7–10 business days for your order to be processed and shipped. You will receive a tracking number the moment your package hits the mail.
Do you offer expedited shipping? We offer various shipping tiers at checkout. Please note that choosing a faster shipping method speeds up the time it takes the carrier to deliver your package, but it does not shorten our 7–10 day production window.
Returns & Exchanges
What is your return policy? Due to the personalized nature of our custom embroidery, all sales are final. We are unable to accept returns or exchanges on custom items unless there is a manufacturer defect or an error on our part.
What if there is an issue with my order? We want you to love your Pocket and Pearl pieces. If your item arrives damaged or we made a mistake with your customization, please email us within 48 hours of delivery with a photo of the issue so we can make it right.
Care Instructions
How should I clean my Pocket and Pearl tote? To keep your embroidery looking crisp, we recommend spot cleaning with a damp cloth and mild detergent. We do not recommend machine washing, as it may compromise the structure of the bag and the tension of the stitching.
Ordering & Customization
Is there a character limit for embroidery? To ensure the highest quality stitch and aesthetic, our standard custom pricing covers up to 6 letters.
What if I want a longer name or multiple words? We are happy to accommodate longer customizations!
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7+ Letters: An additional $5.00 charge applies.
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Two Words: Adding a second word (e.g., "Mrs. Smith" or "Beach Club") is an additional $5.00.
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Note: These additions may be billed separately or adjusted in your cart depending on the design.
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Still have questions?
How can I get in touch? If your question wasn't answered here—or if you have a specific vision for a custom project—we would love to hear from you!
Please reach out to us at hello@pocketandpearl.com. We strive to respond to all inquiries within 24–48 business hours. Whether it’s a question about a bulk order or a special request for the East Coast Line, we’re here to help make your Pocket and Pearl experience perfect.