FREQUENTLY ASKED QUESTIONS
Things to know before you order:
Q: How much does it cost?
A: The prices shown on our site include the product and a single colour text print to one area of the product. You can add more images and texts in the designer and as you do this it will tally up your choices and let you know exactly what you are paying for your design. Our off the shelf designs are ready to buy at the advertised prices. Shipping is free within the UK for a standard service although you can pay a little extra to have a super quick turn around.
Q: Do you offer discounts if I order lots of items?
A: It depends largely on how many “lots” is. To some people lots can mean three or four, to others it can mean more than fifty items. In short if you want to order more than twenty items we would suggest you call us so we can work out a cracking deal for you. You can use our quick quote calculator to work out a price quickly and easily without needing to create your design.
Q: How long will it take for me to receive my order?
A: As standard your order will take four working days to complete ready for dispatch, and will be delivered using Royal Mail 1st class postage (unless your order is particularily large, in which case it will be sent via a courier service at no extra cost). This means that is usually takes about 5 working days from when you order until you receive your products. We also offer a priority service, see below for details.
Orders placed after 3:00pm are considered to have been placed the following work day.
Q: Do you offer a next day service?
A: Because we have such a huge selection of garments we can't do a next day service but with our Priority Service we can get pretty close. For a one off cost of £5.00 we will produce and dispatch your order the next working day after you place your order. We will also send your order via an overnight service meaning it will be with you the next day. For example, if you order at lunch time on Monday and choose our Priority Service option your order should arrive on Wednesday. Things you need to know about our Priority Service:
a). The deadline for ordering is 3:00pm, orders placed after this time are processed the next working day.
b). Priority orders are not delivered on Saturday as they are sent by courier services which operate Monday to Friday.
c). We are not able to offer refunds if your delivery is delayed in transit to you making the order unwanted.
For more specific details please refer to our terms and conditions
Q: How is my product printed, do you screen print?
A: The short answer to this is that we use the most appropriate method to produce the best quality finish we can from the design you have created. Large orders may be screen printed; smaller orders may use digital processes such as direct to garment, vinyl printing and transfer printing. Having printed thousands of items over the years you can be sure to rely on our judgement. Please be aware that currently the largest we can print an uploaded image is roughly A4 size.
Q: How can I be sure I am choosing the right colour product?
A:Unfortunately due to limitations in computer screen technology and the fact that fabric is a mass produced item the colours shown on your computer are intended as a rough guide and should not in any way be relied on to be accurate. If you need a specific colour garment and you have the time to wait, please contact our customer services team to arrange for sample colour chat to be sent to you.
Q: How can I be sure I am choosing the right size garment?
A: The measurements we give on our site are intended to be a guide and like everything ordered on line care should be taken to ensure you get the right size for you. Sizes vary across manufacturers and styles so don’t simply rely on the fact that you are always a medium. Read the measurements carefully and if you are in any doubt contact our customer services team. It is always better to be on the safe size and order the next size up if you are concerned that your original choice may be a bit too snug. Please note that garments cannot be returned if they do not fit unless the measurement of the garment varies significantly from the size stated.
Q: Can I upload images to my design?
A: Yes you can. We accept most formats including JPG, PSD and PDF.
Q: My image has a white background on it, can you remove it?
A: About 99% of the time we can. If for some reason the artwork is very complicated and it’s just not possible one of our designers will call you to talk through the options.
Q: Do you offer embroidery?
A: Yes on some products we do. Some products such as very thin items are not suitable for embroidery so it depends a little on what you want embroidered. For technical reasons you cannot choose to embroider uploaded designs; only text added to the designer through the tools in the designer can be embroidered. If you would like us to look at a company logo or a club logo for embroidery then please contact us with details of the design. Our contact details can be found here
Q: Can I upload anything at all?
A: You must be sure you own the material you upload and that you do not use copyrighted material.
Q: Will you print anything at all?
A: The only time we would choose not to fulfil an order on the basis of content is if we felt it the product may cause significant offense to an individual or group of individuals. We don’t worry about language and we don’t easily get offended by daft images. The sort of material that we won’t print, 99.9% of the population wouldn’t want to create anyway! Please refer to our terms and conditions
to see how this would affect your order in this unlikely circumstance.
Q: Do you send proofs of how my design will look on the finished product?
A: We don’t send proofs as the designer itself is pretty accurate. We always try to make the best possible product for our customers and this may mean we take some design decisions on your behalf.
Things to know after you've ordered:
Q: Do you delivery my order personally?
A: No, your order will be delivered either by Royal Mail or a national courier depending on the choice you make whilst checking out.
Q: Do I have to sign for my order when it is delivered?
A: With the exception of 1st class all our delivery services require a signature upon delivery.
Q: Can I specify a time for my order to be delivered?
A: Unfortunately not. Royal Mail Special Delivery should be delivered before 1:30pm and national couriers can delivery any time from 7:00am to 5:30pm.
Q: What happens if I am not in when my order is delivered?
A: If your order is delivered by 1st class service which doesn’t require a signature the post man/post woman will try to deliver it with your normal post. If the item is too big or requires a signature they will leave a card to tell you that they tried to deliver the item along with instructions on how to arrange redelivery or for you to collect the item in person. If you do not collect the item from your local sorting office within a few days Royal Mail will return the package to us and you will have to pay redilvery charges in order to have the package resent. Please be aware it can take quite a while for Royal Mail to return undelivered items back to us.
Q: If my order is delivered by courier and there is nobody at the address to sign for the delivery what happens?
A: The courier will leave a card to tell you that they tried to deliver the item along with instructions on how to arrange redelivery or for you to collect the item in person. If you fail to collect your delivery from the depot it may be returned to us and you will be charged a redlivery cost for us to send the item to you again.
Q: Can I get my order left somewhere specific such as my porch or back garden?
A: All signed for services require a signature upon delivery so neither Royal Mail or our courier will leave an item unattended anywhere at the delivery address regardless of how secure you feel it will be.
Q: Can I ask a neighbour to sign for my delivery?
A: It is beyond our control if any of the delivery services will accept a neighbours signature upon delivery? For security reasons they are unlikely to do this and we suggest it is not a great idea to allow other people to sign for goods you have ordered.
Q: My delivery hasn’t arrived what should I do?
A: There are only two services that we offer a published arrival date for, Royal Mail Special Delivery and National Courier. With these services your order should arrive on the date intended however sometimes things can go wrong. Vans do break down and can get stuck in traffic, system problems and power cuts can happen and industrial action is not uncommon. All of these events can mean a delay in receiving your order. If your order hasn’t arrived with you by 2:00pm for Royal Mail Special Delivery or 5:30pm for national courier deliveries you need to call us on 08000 278660 so we can look in to it for you. We won’t be able to change things if something has gone wrong but we will be able to find out when you can expect your delivery. At this point you may want to refer to our terms and conditions
relating to delayed delivery for more information.
Things to know after you've received your order:
Q: How do I best look after my garment?
A: Always follow the washing instructions on the label. Preferably wash the garment inside out to protect the print from rubbing on the inside of the washing machine. Printed items should only be washed at a maximum temperature of 40 degrees C, embroidered items can be washed at 60 degrees C assuming of course that the label says the garment is okay at this temperature. Never iron the prints and avoid tumble drying. Tie hooded sweat drawstrings together to avoid them being pulled out in the wash.
Q: My garment is too small for what can I do?
A: There is very little we can do about this unless there has been a manufacturing problem with the garment and it has been made too small. You must contact a member of the customer services team so we can decide what needs to be done. You may wish to refer to our terms and conditions
for more information.
Q: My product has arrived with a fault, what should I do?
A: Get in contact ASAP. The longer you leave it the more difficult it is to rectify the situation for you and all faults must be reported within 48 hours of receiving the product. We may ask you to return the item to us via our free-post address or we may elect simply to send a replacement.
Q: My product has developed a fault, what should I do?
A: As long as it’s not something you’ve managed to do as a result of incorrect washing procedures or inappropriate usage then get in touch and we will see what we can do about it for you. It is never our intention to sell anything substandard and it is obviously in our interest to sort any problems that arise through our fault as quickly as we can. You may wish to refer to our terms and conditions
for more information.
Q: I love the product. Is there any way I can review it for others?
A: Sure, login to the site using your account information and then search for the product. You can then leave a review of it for us. You can also upload a picture of you and your product to the web site for all and sundry to view.