Terms & Conditions
Lead Times
Plain (undecorated) items
Once we receive your order, your account manager will get to work sourcing your items. We don’t hold stock, but we can source almost anything from our suppliers. We order your goods in within 24-72 hours of you placing your order. Assuming that our suppliers have stock of your ordered items they will be dispatched to you within 24-72 hours after we have placed the order with our suppliers.
Decorated items
Once you confirm you are happy with the visual or sample, we buy in the garments you requested in your order. Assuming that the items are in stock, these usually arrive with us within 24 hours, but occasionally it can take longer – you will be informed of any delay. After sorting, your order is queued into the production schedule for printing or embroidery.
The turnaround time for decorated garments can vary due to variable workload and production capacity. Your account manager will give you an estimated lead time and endeavour to get the order to you as soon as possible.
Delivery
We currently trust DHL as our delivery partners where we are unable to deliver orders ourselves.
For smaller orders we may use Royal Mail (Tracked Services).
Where possible we will provide tracking details of your order.
Large Orders
If you make an order that is too large for parcel delivery, or is split over many parts, it may be more cost-effective and eco-friendly to ship it to you on a pallet using one of our trusted pallet delivery partners. Your account manager will ensure you are able to accept a pallet at the delivery location before we organise this. The partner we use will depend on the location for delivery.
Cost of Delivery
There is always a cost to delivery. Rather than increase prices across the board to pay for free shipping for a few customers, we charge a standard rate which can be found on your order confirmation. We reserve the right to alter or waive this cost should your order warrant it. Shipping charges assume your order is to be delivered within the UK Mainland. Orders to be delivered to The Highlands, Islands or Northern Ireland will likely incur additional shipping costs.
Returns
We hope your order exceeds your expectations, but if for any reason you are not satisfied, you should contact us as soon as possible. We will do everything we can to put things right in a timely manner.
The procedures we have in place, and your legal rights, will differ depending on whether you purchase plain products or have customised items.
Plain & undecorated items
We give you 21 days to return your plain undecorated items, unworn, in their original packaging and in a saleable condition.
However, the sooner you let us know the sooner we can fix things. We do ask that any items are returned unworn, in their original packaging and in a saleable condition, otherwise, we cannot accept the return. Some items are exempt from this law and policy for hygiene reasons if the packaging is opened at all – if in doubt, please get in touch and we will be happy to advise you. If there is a fault with your items, we will provide a replacement.
Customised and Decorated Items
Should there be any problem with a decorated item, you need to let us know right away.
Faults are to be reported within 3 days of delivery and returned to us within 10 days of delivery. There is no automatic right by law to return customised or decorated products unless the base product or decoration is faulty (this does not include the Buyer ordering incorrect sizes). It is for this reason we send a visual representation of your garments for your approval. You are free to change your mind at any stage in the order process, but once items have been decorated there is nothing we can do unless we are at fault. Please be absolutely sure of what you want and check all visuals, and your order confirmation sent for correct logo / logo type, colour, suitability to your requirements, and sizing.