Questions, answered.

FrayNYC turns a favorite pet, family, friend, memorial, or keepsake photo into a stitchable pattern and a complete custom cross stitch kit. You create a digital stitch preview before deciding whether to add the matching kit to your cart.

Yes. The Custom Photo Cross Stitch Kit is a physical kit shipped to you. The on-screen preview helps you choose the design and options for that kit; the preview itself is not the delivered product.

Yes. Upload your photo, generate a digital stitch preview, and review your Size, Fabric count, and Preview style before adding the custom kit to your cart.

1. Upload a clear photo.
2. Review the digital stitch preview.
3. Choose your Size, Fabric count, and Preview style.
4. Add the matching Physical Kit to your cart and check out.

Choose a bright, sharp photo with the main subject filling most of the frame. Even lighting and a simple background usually preserve cleaner faces, fur, and color areas.

Yes, but small faces and distant subjects need more room for stitch detail. For several people or pets, start with a larger Size and use a photo where everyone is close to the camera.

Try another photo or compare the available Size and Preview style options before purchasing. A clearer source image often improves the pattern more than adding complexity to a poor photo.

No. It is a digital simulation of your selected pattern. It shows the stitchable design you are choosing, not a photograph of a completed hand-stitched piece.

Small differences are normal. Thread, fabric, screen color, lighting, photo quality, selected Size, and individual stitching can all affect the finished appearance.

M is the recommended starting point for many single-subject photos. Choose L or larger for several faces, small subjects, detailed fur, or a background you want to keep visible.

Fabric count describes the number of Aida squares per inch. A higher count creates smaller stitches and a more compact result; a lower count creates larger stitches that may be easier to see.

Start with M + 14CT and a clear photo with one main subject. This combination balances visible detail, project size, and ease of use for many first-time stitchers.

Completion time varies by Size, Fabric count, number of colors, experience, and how often you stitch. Larger or more detailed patterns generally require a longer commitment.

Your kit includes a custom chart, color and symbol key, sorted color-matched third-party embroidery floss, Aida fabric, a needle, a preview reference, and a starter guide.

The colors are selected for your approved pattern and packed as color-matched third-party embroidery floss. Screen color and physical thread can vary slightly under different lighting.

Only the items listed on the product page are included. A hoop or scissors are not part of the standard kit unless the product listing specifically states otherwise.

The Physical Kit listing does not switch between physical and digital delivery. If a Custom Photo Cross Stitch Pattern is available, it will appear as a separate product with its own delivery details.

No. Your photo, selected preview, and kit options need to stay connected. Use the preview flow before adding the custom kit to your cart so the order can be prepared from the correct design.

The current price is shown inside the preview flow and is based on the available Size and Fabric count combination you select. Review the final configuration and price before adding it to cart.

Contact us as soon as possible with your order number. Changes may be possible before custom preparation begins, but they cannot be guaranteed once production is underway.

Yes, you can ship an order to the recipient's address. Gift-ready packaging or special notes are included only when those options are shown on the product page or during checkout.

FrayNYC custom kits are prepared in China and shipped directly to customers in the United States.

Delivery includes custom preparation plus international transit. Check the product page and checkout for the current estimate, because timing can vary by order details, route, and season.

Any tracking information available for your shipment is provided with the shipping confirmation. Tracking updates may take time to appear after the carrier first receives the parcel.

Review the shipping terms and any applicable charges shown during checkout. We do not describe an order as duty-free unless that is explicitly confirmed for the selected shipping method.

Read our Shipping Policy

Custom products are prepared for one customer and may not be resellable. Eligibility depends on the reason for the request and the current published policy. Contact us with your order number before sending anything back.

Read our Refund Policy

Contact us with your order number, a description of the issue, and clear photos when relevant. This helps us compare the item received with the preview and packing information for your order.

Use the Contact page and include your order number. If your question concerns a photo or preview, explain which image and configuration you selected so we can identify the correct order.

Go to Contact

Your image is used to generate the digital stitch preview, prepare the custom pattern and kit, and support your order when needed. Upload only a photo you own or have permission to use.

Not without permission. Customer source photos and custom previews should not be used for advertising or public display unless the customer has clearly authorized that use.

Contact us with the email used for your order and the relevant order number. Do not send sensitive information through public comments or social media posts.

Read our Privacy Policy