Frequently Asked Questions

How does the laser-engraving process work?

• Our process involves laser engraving your chosen design onto your denim. Simply select a design from our collection, send us your gently worn denim using the pre-paid shipping label we provide, and we'll take care of the rest!

How do I send my denim in for customization?

• After purchasing a design, you will receive a pre-paid shipping label via email. Pack your denim and drop it off at the designated shipping carrier.

Can I send any type of denim for engraving?

• We recommend sending gently worn blue or indigo denim only. Please avoid sending new, expensive, or sentimental pieces, as we cannot guarantee their condition post-customization. Black, grey, white, or any other color of denim may not execute correctly with the laser. 

How long does the customization process take?

• The entire process, from receiving your denim to sending it back, typically takes 2-3 business days. This includes engraving and quality checks. The quicker you ship us your denim, the quicker you get it back! 

Can I return custom denim?

• Due to the personalized nature of each piece, custom denim cannot be returned. We ensure each item is crafted to high standards to meet your expectations.

What happens if my package is lost during shipping?

• All orders are insured up to $100 in case of loss or theft by the shipping carrier. We recommend using the tracking feature provided with the shipping label for peace of mind. Because of this risk, we highly recommend that you avoid sending new, expensive, or sentimental pieces. If your package is lost and/stolen, we are unable to replace it. 

Can I request a custom design?

• Currently, we only offer pre-made designs. We regularly update our store with new designs, so keep an eye on our website for new additions and features! 

How should I care for my laser-engraved denim?

• Care instructions will be provided with your customized denim. Generally, we recommend not washing your denim unless soiled or stained. When washing, use a gentle wash cycle and avoid harsh chemicals as this will preserve the engraving quality, and the longevity of the jeans. 

Is there a limit to how many items I can send for customization?

• There is no limit, but we recommend placing separate orders if you're sending in different types of denim with specific designs for each. This helps reduce errors and ensures that we are engraving the correct design on the correct pair of jeans. 

Who do I contact with questions? 

• We are here to help Monday - Friday, 9:00 AM to 5:00 PM Eastern. If you have a question about your order or a general inquiry, feel free to email us at support@bpdwashhouse.com - We typically respond to all emails within one business day or less.