Frequently Asked Questions
Got a question that needs answering? Stuck with something? Or maybe you’re just lost and need directions on how to get home! Hopefully we have all the answers…
Office Hours:
Monday to Thursday 9am-6pm
Friday 9am-4pm
Working hours are within the time scale above. As we provide a bespoke service and actually need time in which to do the work any order placed after 11am we can’t guarantee dispatch the same day, if you are on a time scale please call us first on 07892 472406 and our staff will be able to advise better on the day.
Embroidery
Where is the embroidery placed on the cap?
Stock designs are placed on to the front of the crown unless otherwise stated. Front text is also placed on the crown, if a stock design and text is required the overall design may be made smaller to fit. Back text is arched over the opening or if the cap is elasticated or a wool hat then its in a straight line.
Where is the embroidery placed on a bag?
Bag embroidery is central on the front panel only.
Where is the embroidery placed on garments?
Left chest on the front and across the back shoulders, we can embroider onto the sleeves if required.
Will you embroider anything on my item?
We will embroider anything you like so long as its not racist, hateful, strong offensive language, likely to cause offence or upset, licensed or copyrighted. if you are unsure please call us for approval before you place the order.
Can I type in a different language?
Sorry no as our embroidery software does not recognise this, you would have to type this in as large as possible in the correct font and email it as a jpeg or bitmap as this would be classed as an own logo at an additional £10.00 as we would have to actually draw around it to add the stitches in.
Do you offer licensed goods?
No, we only embroider custom bespoke designs.
Can I have my company/ team logo embroidered?
Yes, the artwork must be good quality and large as possible in a JPEG or BITMAP format, please email this to us so we can see if its suitable to transfer into embroidery format. Please note we cannot work from photographs at all.
Can all logos be embroidered?
No, sorry, some logos are simply too complex to transfer into embroidery format and are simply more suited to printing. Designs that cannot be embroidered, such as those with colour gradients or very intricate designs and small text.
Unsure about your logo?
We have years of experience, if your unsure please email it over for us first and we will get straight back to you.
Is there a setup fee?
No, set-up is free of charge but there is a charge of £10.00 per custom embroidered logo.
Do you have more thread colours?
Yes, we have many thread colours to choose from, if you would like us to match your own colours simply email us a Pantone reference number or RGB number and we will match it as close as possible.
What colour thread do you use when the customer clicks the “leave it to us“ option?
We use our own discretion as to what we think works best for each cap, we don’t just choose a standard black or white so please keep this in mind, this could be any colour, if this is not something you want to risk then please choose your own colour as we can not redo the embroidery.
Do you have more stock designs available?
Yes, we have a huge selection, email us your requirements and we can search our database.
Can I change the colour of a stock design?
Not to view online however email us your requirements and we will change the colours and email you a mock-up image.
Are there any other fonts available?
Yes, if you have a particular font then email us the name or the true type font file and we will do our best to find it, please note not all fonts are suitable for embroidery.
Alternative Stock Items
Can you supply different garment styles or colours?
We have access to a huge range of items, from aprons to sweatshirts, all in different shapes, colours and sizes, we can email you product information and prices on hundreds of items, please call or email us so we can help.
Would you embroider onto my own item?
No, sorry we don’t.
Costs & Discounts
What are the costs?
We have simplified our costing system so its easy to view and there are NO HIDDEN CHARGES & NO SET-UP FEE.
THE FIRST LINE OF TEXT IS FREE OF CHARGE
The second line is a flat rate of £2.00
Stock designs £3.00
Back text on caps £3.00
Back text on garments £5.00
Own Logo’s £10.00
Are discounts available?
Yes, on caps from 5 items and upwards, even if you mix the styles, the more you order the more discount we can give you. On garments you have to order 6+ in 1 colour/size for the discounts to start, this is due to the discount package we have with our supplier so ww can then pass any savings on to you. Please fill in our quote form or contact us. Discounts are not available on clearance stock.
How much is postage?
Postage is calculated from the weight of each item i,e.
a stocking is 95g, a cap is 150g
Delivery & Returns
How will my order be packaged?
Most orders are dispatched in a waterproof postal bag with an address label and a sender address on the front. Larger items or bulk orders may be boxed.
Delivery times
93% of 1st Class Royal Mail within the UK is delivered the next working day, European Communities may take between 3-5 working days
Royal Mail estimated delivery times
2nd class UK – 2-3 working days.this service is not guaranteed, 1st class UK – royal mail states 93% of 1st class post is delivered the next day however this service is not guaranteed, 1st class recorded service is the same amount of time except this service requires a signature, again it is not a timed service. Special delivery is next day guaranteed service before 1pm, you can also track this item.
Most orders leave us within 48 working hours depending on stock availability, on larger or more complex orders this does take longer and we will keep you informed on an estimated dispatch date. If you have a deadline please tell us so we can advise if this is possible. Please note during busy periods like Christmas and bank holidays this may be longer due to the amount of work to keep up with. Please note that the carriage option is in your hands, if you need a service to be fast then please choose the correct method.
Rush Order
Please email or call us with all the details and we can advise you on stock levels and turnaround times. We can also fast track bulk orders, as above please call us with all details and we will do our very best to meet your deadline.
Can I request special delivery?
Yes. This applies on cap orders only up to 5 caps. Not on garments. These are sent via Royal Mail Special Delivery guaranteed next day before 1pm. Orders must be placed before 11am to leave the same day. Please call us for express garment availability due to the size/colour range available. For larger orders fast please email us to check stock availability. If you need more information please call our customer services department on 07892 472406. If you upload your own logo this will not leave us the same day due to the amount of work involved writing the image into embroidery format.
Lost items?
If your order fails to reach you and becomes lost during transit please contact us as soon as possible. Unfortunately we are governed by the policies of Royal Mail or the courier firms. Lost Item Times Within The UK First class Royal Mail Is 15 working days until it is classed as lost, until then we will try our best to see if it reaches you or is returned back to us. Special Delivery and Courier services are trackable. Lost Item Times Within Europe 25 working days until it is classed as lost, until then we will try our best to see if it reaches you or is returned back to us. We will endeavour to recover lost/missing items and keep you informed on the progress at all times.
Returns policy
Due to the customised nature of the products, refunds are not available unless the products are defective, or there is a mistake on our behalf. If you believe your products are defective you must contact us on 07892 472406 immediately. Returns will not be accepted if the products have been used, worn or washed.