FREQUENTLY ASKED QUESTIONS
What is the minimum quantity?
The minimum quantity for one of our standard models is 250 pieces. If you wish to customise your cap using one or more of the many options, the minimum remains 250 pieces. The minimum quantity needed to dye material to match an exact Pantone colour is 1200 pieces. If you need less than this quantity we will do our best to match your colour using the many material colours which we have in stock. Normally we will then be able to obtain an exact or very close match. However, please note that for quantities of less than 1200 pieces we cannot guarantee an exact match
Are there any hidden extra costs?
We will not bill you for any additional charges such as embroidery origination or printing set up. We will charge you for shipping costs from our UK warehouse to your UK delivery address. However, this amount will be quoted when you calculate the price of your selected item online. There is also an additional charge of £40 for sending you an approval sample if you order less than 1000 pieces.
Can I customise my own cap?
Yes, you can customise all aspects of your cap, including the material, rear fastener, visor and labels. Just browse through the options page and make your selection. If you want something a little bit different, just let us know. On the examples page you can see a number of special caps we have made for our clients. We can create any cap or hat you desire.
Can I see quality samples in advance?
Can I see quality samples in advance? Yes, we would be happy to send you one or two samples free of charge so that you can see for yourself the quality of our products.
What happens if I have a complaint?
We promise you 100% satisfaction or your money back. This means that in the event of a justifiable complaint as regards the quality of our products we will replace the goods free of charge. If this is not possible in the time available we will refund the money you have paid.
How do I order?
Once you have selected your item and received our quotation by e-mail or by fax, you can contact us by phone, fax or e-mail to place your order.
Will I receive an order confirmation?
Yes, you will receive our formal order confirmation by e-mail or by fax. Once you have placed your order.
Can I cancel my order?
You can cancel your order at any time before the sample has been approved. However, we will then have to charge you a fee of £40 to cover the costs of making the sample. Once full production has begun it is no longer possible to cancel the order.
Will I get a sample for approval?
There are two ways to approve a sample for full production. We can produce a sample and photograph it in the factory. We will then send you the picture for your approval. Alternatively, if you prefer, we can send you the actual sample for approval. This will take about a week longer. Moreover, for order quantities of less than 1000 pieces we will have to charge you £40 for this service.
Is my logo suitable for embroidery?
We guarantee that your logo will be embroidered to the highest possible standard. But please bear in mind that embroidery is different from printing. In many cases it is not possible to recreate the logo exactly. Fading colours are not suitable at all for embroidery. Very small wording or other details can often be represented only approximately. We must therefore reserve the right to amend or simplify your logo to make it suitable for embroidery. We will of course only do so with your agreement. If necessary we can make a sample first and send it to you for your approval before proceeding with the bulk production. There is an extra charge for this service.
Embroidery costs are generally dependent not on the number of colours embroidered but on the size and complexity of the design. This means that the number of stitches is the key cost factor. The number of stitches used in any logo will generally vary between 2,000 and 10,000 stitches. Our prices are based on a standard embroidery charge. However, we must also reserve the right in the case of particularly large or complex logos (e.g. more than 10,000 stitches) to recalculate the price and re-quote accordingly.
How do I send you my logo?
If you place your order online you can upload your logo from your PC directly into the order form and send this to us with your order. Alternatively, you can send it to us by e-mail separately if you prefer.
We can process your logo in most standard formats. The easiest for embroidery is a simple JPEG, but you can also send as a TIF, EPS, Illustrator or Freehand file. In the case of a printed logo we do need a format suitable for printing, such as EPS, Illustrator or Freehand.
How long will the delivery take?
Under normal circumstances the delivery will take from 5-6 weeks after sample approval. We need 1-2 days to make the sample beforehand. If you need a sample in-hand to approve, please allow an additional 5-6 days for this.
We generally ship the goods in from the Far East by air freight. For larger quantities we do have the possibility to use sea freight. This will take around 3 weeks more but will reduce the price. If you are interested in this service please contact our customer service for a quotation.
How will the goods be delivered?
We generally deliver your goods to you from our UK warehouse by UPS or other parcel service. However, quantities of more than 1000 pieces will generally be sent by truck. Should you have any special requirements as regards delivery, please let us know when placing your order.
What does the delivery cost?
We use standard delivery charges to all parts of the UK. These will be quoted when you use our online price calculation system.
Deliveries to destinations outside the UK will be quoted separately.
How are the goods packed?
We generally pack 25 caps in a poly bag and 150 pieces in a larger transport carton. Should you require different packaging, please let us know when placing your order. There could be an additional charge for unusual packaging requirements.
What are the payment terms?
New customers will generally be asked to pay for the goods in advance. Once we have established a trading relationship with you and following the usual credit control checks, we will be happy to discuss setting up a credit account. Our usual terms in this case are 30 days net from the date of the invoice.
How can I make payment?
Payment can be made using all major credit cards, by bank transfer or by cheque. If you are paying by cheque please allow for a few days delay while the funds are cleared.