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Customer Help

Our experienced & friendly team is always here to help. Here are some of our most commonly asked questions.

Orders and Delivery

This depends on the type of order that you make. For items that are not personalised, standard delivery is 2-3 working days. We also offer a next day delivery service for orders placed before 1pm.

For personalised orders, our standard delivery is 7-10 working days from approval of your design proof. We do have a fast track service available if you need your items quicker. Please contact us for more information on this.

We offer free delivery on orders over £150 (+VAT), but we also have a range of other delivery options. Please read our delivery page for full information.

If you need to change your delivery address please contact us as soon as possible. We cannot update your address once an order is dispatched.

If you would like to know where you order is, you can login to your online account. If you need more information we are always available to help so please just contact us.

We accept payment via all the major credit and debit cards, PayPal, ApplePay and BACS. When making a BACS payment please make sure you use your order reference. An order cannot be processed until payment is received.

We currently only offer delivery within the UK on our website. Please contact us for a custom quote if you would like delivery to another country.

You can change or cancel your order, as long as production has not started. By production we mean the garments have not started to be personalised. Before we begin production on any order we always get your approval, giving you the option to change any part of your design.

Garments that have not been personalised can be returned. Items that have been customised with print or embroidery unfortunately are not eligible for return. Read our returns policy for full details.

Personalisation Options

We use several difference methods for personalisation, depending on the item that is being personalised, the logo that is being applied and the customers requirements. 

Our most common personalisation method is embroidery, but this isn’t always suitable. We also print garments using several different processes including screen printing, direct to garment, transfer printing and vinyl printing. 

If you prefer a certain type of personalisation please let us know and our expert team will try to accommodate this if possible.

A high quality jpeg or pdf is usually fine for embroidery, as we will convert this to a digitised embroidery file.

For print items, we ideally need an eps or ai file, as this will provide the best quality output for you. However, if you don’t have these files available please send your best quality option and we will do our best to use it.

Our design team will check all files that are submitted, and if there are any issues we will get in touch. 

If you do not have a logo, we are happy to create a basic text logo for you, using a range of fonts and colours.

If you are looking for a different type of logo please contact us and we can give you a range of options and prices for design work.

We provide digital proofs via email of your personalised items before we produce any orders. This is the first stage of our order process, where a designer will take your order requirements and create a mockup. This document is important and we will not process any order until a final design has been approved.

Please check your proof carefully as we are not responsible for errors on your final order, if they have approved by you at this stage.

Samples can be ordered via the website. As we have no minimum order, you can order both blank and personalised options here.

Our logo price includes an embroidered logo up to 8000 stitches. This is the number of stitches that it takes to make up the final embroidered logo.  A standard left chest logo of up to 100mm is likely to be under this amount, as is a text logo of up to 120mm. Logo’s which include crests, badges, background fills and large areas of solid embroidery are likely to be above this count at 120mm width.

If your logo is above the standard stitch count we will contact you to let you know about any potential extra charges. We can also change your logo to print, or in some cases reduce the size.

Please do get in touch with us if you have any queries about a potential order. We have a quote form or we can be contacted via phone or email using the details on our contact page.

We are experienced in personalising garments since 2009, and in that time we have worked with thousands of customers from coffee carts to multi national organisations. We will be able to help you, so please do get in touch.

This is one of our most popular questions, and it doesn’t have a simple answer.

The process which is best can change depending on the item being personalised, the logo, the environment the item is used in, and also the customers personal preferences. 

If you need advice please do contact us and we can give that you based on your individual order. We do also have some help guides on our blog, including this Print or Embroidery article.

You haven't answered my question..

If none of these questions answer what you need then do get in touch. You can email us at sales@personalisedandprinted.com, or fill in the form below and one of our experts will get back to you. If your enquiry is urgent you can also call us on 0191 666 1041.

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