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FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

How much do you charge for delivery?
Shipping costs are variable, depending on location and volume of items. Shipping will be calculated at the time of order and we reserve the right to charge additional freight where required.

When can I expect my order to arrive?
After your order has been submitted, it will take 2-3 business days for unbranded promotional items and 10-15 business days for branded promotional items. Slightly longer lead times will apply to promotional products sourced overseas, but there can be cost advantages to branding offshore.

Artwork Files

What files do I need to provide?
1. Illustrator EPS or AI File (PDF or JPG: Embroidery Only)
2. All fonts converted to outlines
3. Pantone PMS colours supplied

Tell me more about these files?
To ensure your artwork is high quality, our preferred file type for most branding work is a Vector Illustrator EPS file. EPS means we can resize logos without any loss of quality, detail or accuracy and ensures the best reproduction of your logo on promotional products and apparel.

What is Vectorised Artwork (.eps .ai)?
These are ideal files for the correct printing and reproduction of your logo onto promotional products. Please provide files with converted paths/curves and/or appropriate .TTF fonts.

What is Rasterised Artwork (.jpg)?
JPGs may give an acceptable quality for embroidery, but they must be re-illustrated for printing and engraving metal products. A high-resolution .jpg file can often be used for printing digital or offset printing jobs, but an EPS will still normally give a better result.

What is a PMS Colour?
PMS colours (Pantone Matching System) are a globally recognised colour chart which means that you can be sure your logo will look fantastic on your promotional products. Your PMS colour should be on your brand style guide but if you are unsure do talk to our team. PMS colours can appear slightly different shades depending on what medium is used (for example printed business cards may not perfectly match your embroidery thread) but you can rest assured that using a PMS colour will ensure the closest possible match.

Returns

What is your returns policy?
A no returns policy applies to all products, unless the return is due to fault, incorrect supply, or damage caused by us and you have notified us of the issue within 7 days of delivery.

Cancellation & Amendments

Can I cancel my order?
To amend or reject an order prior to production, you must provide written notice to us. You will be liable for any administration charges including freight associated with your order. We may refuse cancellation or amendment to orders already approved into production. You will be liable for any product, administration and freight charges associated with your order.

Samples

Can I request a product sample?
Samples may be issued on loan, and must be returned in original packaged condition within 7 days at your expense. After this time any items not returned or returned damaged will be invoiced to you.

Payment

What forms of payment do you accept?
We accept bank transfers or credit card payments.
When is payment due?
All new customers are required to make payment prior to dispatch. Existing customers who have an account with us are required to make payment on or before the 20th day following the date of delivery, some exceptions may apply.

Branding

What type of branding do you offer?
This Branding Guide explains the various branding options we use. You may also like to view our helpful Pad Printing and Screen Printing short videos to see some of our printing processes in action. However you are welcome to contact us and ask which branding option is best for your promotional products.

Fonts

What are Fonts (.ttf)?
All fonts (typeface used) must be either converted to outlines/curves or supplied as TTF files.

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