THINGS TO KNOW BEFORE YOU ORDER
Q: HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
A: All of our items are made to order, and usually take 2-3 working days to produce, ready for dispatch. Standard delivery is with Royal Mail Tracked 48. This means that it usually takes about 5 working days from when you order until you should receive your products. We do also offer a priority service, see below for details.
Orders placed after 3:00pm are considered to have been placed the next working day.
Q: DO YOU OFFER A NEXT DAY SERVICE?
A: Because all orders are made to order, and 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. If you select the RM24 option your order will be produced and dispatched within 1-2 working days, and sent out via Royal Mail's Tracked 24 service.
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). 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 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 customised garments cannot be returned if they do not fit unless the measurement of the garment varies significantly from the size stated.
Q: DO YOU SHIP INTERNATIONALLY?
A: Yes, we can ship your order to pretty much any where in the world.
That said please be aware we are not liable for any customs/import charges incurred on your order, and we do not currently cover these charges for you so you may have additional costs if ordering to an address outside of the UK.
Personalised items are non-returnable as they cannot be resold, and this is the same if the package comes back to us due to unpaid customs/import fees.
THINGS TO KNOW AFTER YOU'VE ORDERED
Q: DO YOU DELIVERY MY ORDER PERSONALLY?
A: No, all orders are delivered by Royal Mail, either 24 or 48 Tracked depending on the choice you make whilst checking out.
Q: DO I HAVE TO SIGN FOR MY ORDER WHEN IT IS DELIVERED?
A: All orders are sent out via RM Tracked service, either 48 or 24. Royal Mail aren't currently requesting signatures, but as it is a tracked service they are unlikely to deliver if no one is home.
Q: CAN I SPECIFY A TIME FOR MY ORDER TO BE DELIVERED?
A: Unfortunately not. Your order will be dispatched via a tracked service so you should get an email from Royal Mail letting you know what day they’ll deliver, and possibly a rough estimate of time but that’s it. If your order is really time sensitive the we would recommend contacting our Customer Services team who can arrange for your order to go out via courier on a timed slot, but this will cost more.
Q: WHAT HAPPENS IF I AM NOT IN WHEN MY ORDER IS DELIVERED?
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 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 redelivery 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: MY DELIVERY HASN’T ARRIVED WHAT SHOULD I DO?
A: 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. We ask that you give it a couple of days to allow for any delays, and to give Royal Mail time to deliver. If after a few days it till hasn’t arrived then contact our Customer Services team who will 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. Always 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 any drawstrings together to avoid them being pulled out in the wash.
Q: MY GARMENT IS TOO SMALL, WHAT CAN I DO?
A: It depends if your order was customised or not. If not then contact a member of the Customer Services team so we can arrange for you to return and refund/exchange. If however your order was customised there is very little we can do unless there has been a manufacturing problem with the garment. In this case contact our Customer Services team who will 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: Absolutely. We always like to receive feedback from our customers, simply login to the site using your account information and then search for the product you purchased. You can then leave a review of it for us.