Frequently Asked Questions

 

  • + How do I order?
    Orders can be placed online by adding garments to the basket and customising the garments. We can also accept orders via email. Please send as much information as possible including garment codes, colours, sizes, quantities, customisation process (i.e. embroidery or printing) and attach any logos you require printed or embroidered.
  • + Can I track my order?
    Yes, once you checkout new customers will be asked to create an account where you will be able to view the status of your order online. Customers will receive email and SMS notifications once their item has been dispatched, providing recipients with a one hour delivery window on the day of the delivery.
  • + Can I add to my order?
    Providing we haven’t started production there’s no problem adding more garments. Please call us immediately if you have any additions where we will always do our best to help you.
  • + How big will the logo be?
    A left as worn embroidery design will normally be no larger than 9cm x 9cm. This size will also be based for sleeve designs and back of neck designs. A large embroidered logo has a maximum width of 30cm. Prints are a maximum of 12 inches by 12 inches, however oversized screen printing is available. Each order will be looked at by our design team and we will advise on all designs with you for the best fit.
  • + Will I see a visual mock-up of my order?
    Visual mock-ups of new designs are provided prior to production for approval. Physical samples of embroideries are available upon request. Visuals are provided for approximate size and positioning. It must be taking into consideration that garments differ in size (for example, a small t-shirt and a 3XL sweatshirt). What you see on a computer monitor may differ to the printed outcome. The design can differ from computer to computer, due to several factors including the screen settings. If you have any concerns as to how your design will look then please request a sample prior to production of the entire order. If you require a print to be a specific size or position, then please provide us with the measurements.
  • + What is digitizing?
    Digitizing is the process of converting flat images into a file format for the embroidery machines. There is a one-off set-up charge of £20+VAT for this, with logos kept on file for future orders. Minor alterations are free of charge.
  • + Can I see a physical sample of my embroidery?
    Swatch samples of your embroidery are available upon request.
  • + Is there a minimum order quantity?
    There is a minimum order value of £50 for new online orders. For small and bespoke orders, please email Sales@CardiffEmbroidery.co.uk with details of your requirements along with any artwork.
  • + How do I pay?
    You can checkout via our checkout gateway which accepts all the major credit and debit cards. We can also accept card payments over the phone or bank transfer, however BACS payments can delay the order being processed until the balance has cleared
  • + Can you invoice me?
    Business customers can set up an account with Cardiff Embroidery. To set up an account simply fill in this form.
  • + Will my payment online be secure?
    Our payment gateway is compliant to the highest level – PCI DSS Level 1.
  • + How do I send my logo?
    When using our “Product Customiser”, your logo is sent directly to us. We typically require all designs to be printed as a vector file which can be sent to Sales@CardiffEmbroidery.co.uk.
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  • + What format should my artwork be in?
    We can accept JPG, JPEG, GIF, BMP, AI, EPS, PS, PDF, PNG, PSD, SVG, TIFF, TIF and CDR files. All printing jobs require vector artwork such as an EPS, PDF or original artwork file (such as Illustrator, Photoshop or Corel Draw files). Charges may apply where artwork is not in the format required for the specific process.
  • + What quality should my artwork be?
    Images should have a minimum resolution of 300dpi. Screenshots, images from the web or low quality images will look pixelated when printing by multicolour transfer. The print quality will only be as good as the artwork provided.
  • + How long will my order take?
    Our turnaround time is typically 10 working days from confirmation of artwork. If you require garments by a specific date, then please let us know prior to ordering.
  • + How is my order delivered?
    Items are dispatched by a tracked, insured and signed-for courier service. we provide parcel recipients with a one hour delivery window, notified by SMS and email, so they don't have to wait in all day. Items can also be re-scheduled or left with a neighbour upon request. More information on delivery can be found at www.cardiffembroidery.co.uk/deliveries
  • + Can I collect my order from you?
    Orders can be collected directly from Cardiff Embroidery. We are located at 34 Bessemer Road, Leckwith, Cardiff, CF11 8BA and are open Monday to Friday, 9am-5pm.
  • + Do you offer an Express Service?
    We can offer express embroidery and printing services. Email us your requirements including the delivery address and deadline, and our Sales Team will be in touch.
  • + What are your postage and packaging costs?
    All orders are sent out by a tracked and insured courier service. Courier delivery is £7.99+VAT or free for orders over £175. Special delivery such as Saturday delivery are available upon request.
  • + My garments don’t fit! What happens now?
    All garment sizing stated on the website are approximates and for general guidance purposes only. Please when selecting your garments ensure you select the correct size as we cannot take responsibility on wrong sizes ordered. If you have any questions regarding size, please contact us prior to ordering.
  • + What is your return policy?
    We treat every order with the utmost care but on the odd occasion mistakes can be made. If it is found to be our fault we will offer a solution for you. Queries must be made within 7 days of delivery via email to Sales@CardiffEmbroidery.co.uk. Bespoke and personalised orders cannot be cancelled and we cannot except returns or exchange goods. Our Terms and Conditions and Returns Policy are available online.
  • + Do you offer bulk discounts?
    Our printing and embroidery prices reduce online based on the number of garments ordered. If you are looking to order more than 100 garments, we would suggest requesting a quote via email to allow us to pass on any possible cost reductions. Call or email for details.
  • + What are your washing instructions?
    We advise you to stick to the washing guidelines stated on your garment for best results, however instructions may vary if the item is printed or embroidered. We recommend (unless specified differently on the label) that all garments follow the washing and care instructions below: Wash garments at a low temperature inside out. Do not tumble dry garments. Dry the garments naturally. Do not iron directly over any kind of print.