Terms & Conditions of Service



  •  Giving you accurate information. Patches that are ordered by email, before starting production of a custom patch ordered through email, you will receive via e-mail a quote based on the information you have supplied us. Once you have confirmed that you would like to proceed based on that e-mail and we have received your payment/deposit if your order is for 10 units or more you will be emailed a photo of your draft custom patch.  For orders of less than 10 units production will be finalised based on the quote and the patches will manufactured based on the quote.If your patches are ordered through our Custom Patch page, no matter what the quantity they will be manufactured according to the art/colours that were supplied through the website  
  • Colour matching of custom patches. We can either colour match visually by choosing thread that matches the image you have supplied, or by you coming into the factory, or where possible by you knowing the Madeira thread numbers that you want. If it’s important to you that your colours are exact you can check out the Madeira colour charts here https://www.sewingsupplies.co.nz/colour-charts/  always remembering that on screen colours can be a little different from actual.
  • Producing and delivering your patch on time. Once we have obtained your approval on the order confirmation described above, we will produce your custom patch within 10-20 working days. Large or specialty orders may require additional production time and if we think there will be a delay we’ll let you know. Replacement orders are subject to the same production time frames (as stated above) as the original order.
  • Once payment is made in full, your patch will be sent to you via a NZ Courier. Delivery times will depend on postal service levels as outlined on their websites. 
  • Online Ordering and Payment System. ACE Embroidery & Patches offers secure online credit card processing. The security of your financial and personal information is very important to us, and we promise to ensure that your information is kept safe. Credit card information is NOT stored by  ACE Embroidery & Patches
  • Listening to you! We want you to have a great experience when you order your patch. If you have concerns, constructive criticism, or compliments, we’d love to hear from you. Phone us on 027 55 55 573 or contact us via email at orders@patches.co.nz. (Please note that we rarely answer the phone due to the noise in the factory.). If there are faults in the manufacture of your patches (this does not include colours) please return the faulty item and it will be replaced free of charge

You are responsible for:

  • Legal ownership of any and all logos, trademarks and copyrights. By submitting your design to ACE or Patches, you warrant that you have the legal right to reproduce (or have reproduced) any logos or other images associated with your order. You also certify that the production of any images you submit do not infringe on any other person/entity’s intellectual property rights.
  • Giving due attention to the proof provided. Once you receive the emailed custom patch draft/pdf, carefully review it in detail. Please give special attention to (1) the design you have chosen, (2) the spelling of words you have chosen, (3) the colours you have chosen, (4) the size of the patch. If there are no changes or corrections to your proof, return your approval to us via reply email, otherwise let us know what needs to be changed.  If major design changes to your custom patch are required, you may need to pay for further digitization. Because we are producing a custom-made patch with no commercial market for cancelled orders, an approved order may not be cancelled or refunded for any reason.
  • Payment for your patch. Lots of work goes into digitizing and creating a draft custom patch for you. Therefore a non-refundable deposit of 50% of the order value or $100 incl GST, whichever is greater, is required before we will start the process.
  • All custom patches, will require payment of a digitization fee which will be based on the size and complexity of the patch. Once we have made your final custom patch you will need to pay the final balance for your patch/es before we can send your package to you.
  • Any custom patches that are not paid for in full will be held for 3 months, after which they may be sold to recover our costs or destroyed if they have no commercial value. Draft custom patches that do not go on to be completed may be used in printed or online promotional material unless you specify otherwise.
  • Receiving Your Product. It’s our goal to have your patch/es delivered to you on or before the date you require. We hope you understand, however, that we cannot be held responsible for delays in shipping which are beyond our control, such as inaccurate/undeliverable address information, the loss or delay of your package by any NZ or International Courier service, or the unavailability of the addressee.
  • You must inform us within 7 days of the expected delivery date if your package has not arrived in order for us to make a claim with our courier services. In addition, there will be a shipping charge if the patch is to be shipped to a location outside New Zealand.
  • Care of your product. Any care instructions provided with your patch must be followed to ensure that it remains in good condition. We cannot be held responsible for any damage caused by misuse or incorrect care of your patch.

Trademark/Copyright infringements. Should Patches be named in a copyright/trademark infringement lawsuit arising out of ACE Embroidery & Patches’ use of a copyright/trademark protected item provided by you for use in your product, you agree to indemnify Patches for any damages and/or litigation-related expenses borne by Patches.

All of the products displayed on this web site containing corporate logos or registered trademarks are shown only to illustrate the reproduction capabilities of Patches. Purchase of merchandise from Patches in no way, shape or form grants you permission to reproduce logos, nor does it transfer, grant or lease ownership of any logos or trademarks to you.

Digital images remain Patches property. All digital images of your custom patch remain the property of Patches and unless otherwise specified by you they may be used in printed or online promotional material.


Terms and Conditions

Standard Services: 2 (two) working days for digitizing and set-up. 10 (ten) working days for embroidery – after the approval of the stitch sample.

We will not be responsible for defective garments or incorrect styles, colours or sizes sent by your vendors.

We will not be responsible for files not digitized by ACE/Patches.

Embroidery Pricing

Embroidery pricing is determined by the number of stitches in the design.

All stitch counts are rounded up to the nearest 1000 (one thousand) stitches.

A one-off fee is charged for new art, this covers the digitizing and set up of the design and is determined by the size and intricacies of the art. 

All digitized files remain the property of ACE/Patches.

New customers must pay either in advance or at the time of collection.

Embroidering YOUR items

We are happy to embroider garments supplied by you – under these terms and conditions.

We will take all reasonable care to ensure that your garments are not damaged in any way.

We cannot take responsibility for the end result as we cannot guarantee branding onto fabrics or garments that do not come through our regular suppliers due to the unfamiliarity of the fabrics and/or garments.

We will NOT replace any garments or items that were not supplied by us under any circumstances.


We look forward to working with you, now and in the future!