Frequently Asked Questions


Q:Why do you charge me to set up my logo for embroidery when I have uploaded it with my order?

When you want your logo to be reproduced in embroidery, we have to have the logo created in special software for the embroidery machines to recognise the logo as stitches. The creating of logos in embroidery software (known as digitising in the industry) is a skilled process that can take many hours per logo. Different sized logos for example require different requirements when designing them as do different fabrics that the logos will be embroidered onto. Hence the set up charge is to cover the cost of creating this for you. The set up charge is a one-off fee that you won’t pay when you re-order with the same logo. Orders above £100 receive their digitising free of charge*.

*terms and conditions apply

Q:How long will my order take?

Our turnaround times are competitive within the industry. We aim to dispatch your order as quickly as possible at all times. For orders without any applications these will be delivered within 3-5 working days. Orders with applications can take between 10 and 15 working days. Please feel free to check when you have placed your order, or speak to one of our friendly staff if you have a deadline to meet and we will endeavour to accommodate you.

Q:Will you send me a proof of my order before it is sent?

Yes! We don’t start your order until you have confirmed you’re happy for us to go ahead. Once we receive your order and logo, work begins on setting up your design in the appropriate software for the chosen application. We may advise you to change your application choice should we feel you will achieve a better result (this is always down to the customers discretion though, we will never do this without consent). Once the logo has been designed, we send a sample via email along with a garment “mock up” CAD to give you an idea of how it will look on the finished product. Once we receive your approval your order is free to go into the production queue.

Q:How will I know when my order is on its way/I need to arrange for someone to be at my delivery address to receive the order?

When you place your order you will need to fill in contact details including email address and phone number. We always recommend you provide us with your mobile number for the purposes of delivery.  Once your order has been completed and packed ready for dispatch, we book the delivery with our delivery provider, Interlink Express. Upon collecting your order, Interlink Express will send you an email and SMS Text message (if mobile number is provided) to let you know they have your order and it will be delivered the following day. You can at this point change delivery date with Interlink Express if required. The following morning you will receive an email and SMS notification with a 1 hour delivery window for your order!

Q:I received my goods with my logo on but they don’t fit. Can I exchange these?

Unfortunately, once the goods have been customised, we are unable to have the items returned to us. Please refer to our returns policy for more information.