Frequently Asked Questions
DO YOU SELL GIFT VOUCHERS?
Yes we do sell gift vouchers, these can easily be purchased by contacting us, you will receive a beautiful gift card in the post alongside the details via email.
DO YOU EMBROIDER FAKES?
No. Please only request a logo or design you have express permission or a licence to reproduce.
WILL I SEE THE DESIGN BEFORE EMBROIDERY STARTS?
Yes, if you have requested a new design or personalised Item an initial mock-up will be sent to you for approval before embroidery starts. Once you approve the design the embroidery process starts and design cannot be changed.
WHY DO I HAVE TO APPROVE MY DESIGN?
We send your design to you for approval, so you can check that you are happy for it to proceed into production. If your design needs to be changed we can change them before it has been embroidered. You need to check your design THOROUGHLY and tell us immediately of any changes using the contact us page. We ask you for approval to ensure you like your design, but more importantly that you checked that the information, colours and spellings are correct.
If you do not properly check your design and it contains any errors, we will be unable to rectify them once it has been embroidered.
CAN I SUPPLY MY OWN GARMENTS FOR YOU TO EMBROIDER?
We can supply a large range of quality garments specifically designed (some with hidden access panels) and suitable for embroidery. However we understand that you may have a personal item that you would like to have embroidered, you can get in touch with us to see if this is something we are able to help with.
Please note however if we do undertake to embroider on an item that you supply, we take no responsibility for any potential damage or loss during the embroidery process.
CAN I ORDER A SAMPLE GARMENT?
We can supply reasonable requests for plain sample garments to potential customers, these items would need to be purchased.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
We aim to dispatch all orders as quickly as possible, we normally dispatch within 1-2 working days from final approval of the design.
If we think it is going to take longer we will contact you.
WHAT IS YOUR RETURN POLICY?
Because all our items are personalised especially for you, the customer, we cannot accept returns due to the customer changing his or her mind as we obviously cannot sell the products to anyone else. This is as per the Distance Selling Regulations.
If a fault in the design has been made then we must be contacted within 48 hours of delivery stating the problem, we will then check this to the original order. If an error has been made on our part then we will, of course, offer a full refund after receiving the order back or send out a replacement.. However it must be in the brand new un-used condition that it was sent to you in with the card and cotton tags still attached and the packaging not damaged or missing. It is the customers responsibility to return the item(s) to us, so we recommend sending by recorded delivery. Return postage is a direct cost and cannot be refunded.