Frequently Asked Questions

We’ve answered some of our most frequently asked questions below. If you can’t find what you need, please contact us before placing your order.

1. How do I provide my personalisation details?

Please enter all names, wording, colours and other requested information in the personalisation box on the product page. Check everything carefully before adding the item to your basket.

2. Will you check my spelling?

We will copy the personalisation exactly as you provide it, including spelling and capital letters. We may contact you if something appears unclear, but it is your responsibility to check the details before ordering.

3. Can I change my personalisation after ordering?

Please contact us as soon as possible. If work has not started, we may be able to make the change. Once an item has entered production, changes may not be possible.

4. Will I receive a design preview?

A preview is only provided where this is stated in the product description or when we need you to approve a custom design. Colours and sizing may appear slightly different on screen compared with the finished product.

5. Can you create a custom design?

Yes, we may be able to create something different from the options shown. Please contact us before ordering to discuss your idea. Additional design charges may apply.

6. What is your turnaround time?

All personalised products are made to order. Our current turnaround time is up to 14 working days before dispatch unless a different timeframe is shown on the product page.

Working days do not include weekends or bank holidays.

7. Does the turnaround time include delivery?

No. Our turnaround time is the time needed to create your order. Delivery time begins after your order has been dispatched.

8. Can I request a rush order?

Please contact us before placing your order. We will always try to help, but rush orders depend on our current workload and stock availability. An additional charge may apply.

9. How will my order be delivered?

UK orders are sent using Royal Mail Tracked 24 after dispatch unless another service is stated or selected at checkout. You will receive tracking information when your order has been dispatched.

Tracked 24 is a delivery aim and is not a guaranteed next-day service.

10. Can I collect my order?

Yes, collection is available from LS15. If you would like to collect your order, please select Pick Up at checkout.

Please wait until you receive confirmation that your order is ready before travelling. Full collection details will be provided once your order has been completed.

11. What happens if my parcel is delayed or lost?

Please check your tracking information first. If your parcel has not arrived within Royal Mail’s expected timeframe, contact us with your order number so we can look into it.

We cannot control delays once an order has been handed to Royal Mail, but we will help with any appropriate investigation or claim.

12. Can personalised products be returned?

Personalised and made-to-order products cannot usually be returned simply because you have changed your mind. This does not affect your rights if an item is faulty, damaged or not as ordered.

13. What if my item arrives damaged or incorrect?

Please contact us as soon as possible with your order number and clear photographs of the item and packaging. If we have made a mistake or the product is faulty, we will work with you to put it right.

14. Can personalised clothing be exchanged if it doesn’t fit?

Personalised clothing cannot usually be exchanged due to incorrect sizing. Please check the product description and size guide carefully before ordering. If you are unsure, contact us and we will be happy to help.

15. How should I wash personalised clothing?

Wash garments inside out at 30°C on a gentle cycle. Do not use bleach, do not tumble dry unless the garment label allows it, and avoid ironing directly over printed or embroidered designs.

Always follow the care label attached to the garment.

16. Will colours look exactly the same as they do online?

We make every effort to display colours accurately. However, screen settings, lighting and differences between materials may cause colours to appear slightly different in person.

17. What is the embroidery digitising fee?

When ordering embroidered branded uniform with us for the first time, there is a one-off £15 fee to convert your logo into a file suitable for our embroidery machine.

Please select the digitising-fee tick box when adding your first item to the basket. Once paid, we can reuse the same logo on future uniform orders without charging the fee again.

A new fee may apply if you change your logo or require it to be digitised at a substantially different size.

18. What type of logo file should I provide?

For the best results, please upload a clear, high-quality version of your logo. PNG, PDF or vector files are preferred where available. We will contact you if the file is unsuitable or if parts of the design need adjusting for embroidery or printing.

19. How can I contact you about my order?

You can contact us through the website or our social-media pages. Please include your full name and order number so we can find your order quickly.

We aim to reply as soon as possible during our working hours. Sending several messages across different platforms may delay our response.