FAQ's

Ordering

Do you offer discount for bulk orders?

Yes, but they do not vary from our online prices. You can see the prices for each product broken down into brackets depending on the order quantity. Your prices will automatically update themselves depending on the quantities you enter.

Can I get samples before ordering?

You are welcome to order samples from our website. They will be charged in full but you will be able to use them as part of a future order or return them to us if they are not suitable. Restocking fees may apply - please see our delivery & returns section for more information.

I’m not sure what I need, can you make some recommendations?

If you’ve browsed our products and services and are still unsure of what you require, we’d be happy to help. Please contact us for further assistance.

I can’t find what I’m looking for, do you supply it?

If you’ve tried searching our website but can’t find what you’re looking for, don’t worry, we can most likely still supply it. Please get in touch to discuss your requirements.

How do I use the online customisation tool?

Our main customisation options are embroidery, transfer printing and screen printing. You can find out more about each of them in our services section. If you are still unsure of which option to use, or if you require another type of customisation, please contact us.

Can I place an order offline?

The fastest and most secure way to place an order is through our website, where you will also be able to monitor the status of and track existing orders as well as place repeat orders with the click of a button. If you do not wish to shop online, simply get in touch.

Delivery

When will my order arrive?

Generally customised clothing will take between 3-5 working days and branded sports / teamwear between 7-12 working days. Turnaround times depend on which products you order. Please see our delivery and returns section for full information on delivery times.

How do I track my order?

Please use our online order tracker to trace your order. You will find the consignment number for your order in your order history, which is accessible once logged into your account. Your tracking number will also be included in the automated despatch confirmation email which we will send to you as soon as your order leaves us. If you have provided a mobile number with your order, you will also receive SMS updates.

Can I collect my order from your premises?

Certainly, just select ‘collection’ as your preferred option at the checkout and we will notify you once your order is ready. Our opening times are 9am-5pm Monday-Friday, but you can always call ahead to ensure we are open.

How much does delivery cost?

Our UK delivery charge is £5.95 for consignments up to a total of 30kg. For more information including costs for carriage outside the UK, please see delivery and returns.

Satisfaction Guarantee

Here at Brandable Clothing we value long-term relationships with our customers, which is why we offer everyone a satisfaction guarantee on all orders. Our entire product range is covered by manufacturer warranties, while our in-house customisation services are held to the highest industry standards of quality control.

Our gold standard guarantee means we promise to provide products and services which meet your demands, so you can order with complete peace of mine. Trust in the professionals, get in touch today.

Returns

What is your returns policy?

If you are not 100% happy with your order we will provide a full refund or exchange providing the goods are returned to us within 14 days of receipt in original saleable condition. We cannot accept returns of goods which have been customised unless they display manufacturing faults. For more information please see delivery and returns.

Have you received my return?

Once your return has arrived at our warehouse we will endeavour to process it within 24 hours. Once the return has been processed, the order status will be updated and you will be notified by email.

When will I receive my refund / exchange?

Once processed, refunds will be issued via the original payment method. This process is normally instant for card or PayPal transactions; however, it is dependent upon the timescales set by your issuer / bank. Exchanges will normally take the same amount of time as the original order and you will be kept updated by email.

Payment

How can I pay for my order?

Our online payment providers are Opayo (formerly SagePay), who accept all major credit and debit cards, and PayPal. We also accept all major credit and debit cards for offline payments, along with BACS or cheque. Please note that choosing to pay by BACS or cheque may result in a delay to your order as we must wait for funds to clear before we can proceed.

Do you offer discount for bulk orders?

Yes, but they do not vary from our online prices. You can see the prices for each product broken down into brackets depending on the order quantity. Your prices will automatically update themselves depending on the quantities you enter.

How secure is the payment process?

Our entire website is secured by a full SSL certificate, Opayo and PayPal protection services. We are fully PCI-compliant and have been certified to ISO 9001 standards. Offline payments are handled by Barclaycard secure merchant services.

Artwork & Customisation

What format should I send my artwork in?

We accept most file formats including .PDF, .EPS, .JPEG, .TIFF, .AI. Please ensure your artwork is high resolution as we may not be able to work with or may have to charge additional set-up fees for small, pixelated or poor quality artwork.

Will you send me an artwork proof before going ahead?

For orders of new logos and designs, we will always send an artwork proof to the email address provided on the order for your approval. Please get back to us as soon as possible, as slow communication may cause a delay to your order. If we have produced your logo or design before, we will still send a positioning proof for approval.

Account

Why do I need an online account?

You will need to sign in to your account before you can place an order with us. Once logged in, you will also be able to view your order history, monitor the status of and track existing orders and also place repeat orders with the click of a button. If you do not wish to shop online, you can download an offline order form here.

I can’t sign into my account.

If you are having trouble logging in please follow the below steps:

• Make sure you are using the same email address and password you registered with.
• If you can’t remember your password details, click on the ‘forgot password?’ link on the login page and follow the instructions on screen to reset the password for your account.
• If you have forgotten your email address or are still having login issues please contact our customer care team with as much information as possible, including any screenshots or error messages and the steps you’ve taken so far to resolve the issue.

How do I change my account settings?

Simply login to your account and access the areas you need to change. You will be able to modify your contact details, delivery and billing addresses, payment options and any newsletter subscriptions.

Aftercare

How should I launder my garments?

Always follow the guidelines set by the manufacturer. Generally, printed garments should be washed at 30 degrees Celsius or below and dried flat with the printed side facing away from the source of heat. You should not tumble dry printed garments, and ironing should be done on the reverse.

Here at Brandable Clothing we are committed to providing our customers with an excellent service, even after an order has been concluded. Here you will find comprehensive instructions on the best aftercare and laundering practices for your new garments.

Laundering

All of our customisation methods are fully compliant with the highest standards of quality control in the industry. However, there are a few things you can do in order to keep your clothing looking fresher for longer.

Always follow the guidelines on the manufacturer's label. If your clothing has been customised, you should adhere to the general instructions below.

Stains

Always pre-treat stains before laundering. If a stain does not come out in the wash, do not dry the garment, as this will set the stain in. Instead, treat the stain and then launder again. If the stain persists, you should seek professional laundering advice.

Transfer printing

• Wash at 30 degrees celcius or below.
• Wash inside-out.
• Do not tumble dry.
• Dry flat with printed side away from source of heat.
• Iron on reverse.
• Never leave or store clothing scrunched up whilst wet.

Screen printing

• Wash at 30 degrees celcius or below.
• Wash inside-out.
• Do not tumble dry.
• Dry flat with printed side away from source of heat.
• Iron on reverse.
• Never leave or store clothing scrunched up whilst wet.

Embroidery

• Wash at 30 degrees celcius or below.
• Wash inside-out.
• Do not rub stained embroidery as this may force the stain into the fibres.
• Do not wring out wet embroidery designs.
• Iron on reverse.
• Never leave or store clothing scrunched up whilst wet.

Aftercare Support

As part of our gold standard of service guarantee, our customer care team is always on hand to provide aftercare support. If you have any issues which haven't already been addressed in our FAQ's page then please contact us for assistance.