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FAQ

Frequently asked questions

What artwork files do you accept?


In order to get a great quality print, we need high resolution artwork files, at 300dpi. Files we can work with are psd, eps, ai, pdf, jpg or png. If your artwork is multi-colour then ideally we would like it with the colours saved on separate layers. If you're new to design, you might find this helpful: When creating your artwork - if you're using a program like Photoshop or Gimp, when starting your image please set it to A3 size, and 300dpi. If you're using a graphic designer or design service please let them know that you are using your files for screen printing and you need 300dpi images. If you're using an online design service like Canva, then please make sure that you download all your files as 300dpi. Why does this matter? DPI means dots per inch. If your DPI is 72, then there's only 72 dots per inch, ideal for online stuff as it loads quickly and the images are generally viewed fairly small. When you then expand that to a print to fit on the front of the t-shirt, the image becomes really blurry and pixelated, and just won't print. We can help out with artwork so always talk to us first if you're not sure how to create artwork, and if it's a quick fix we're happy to help, if the artwork needs to be completely re-drawn then we may charge for our re-drawing time.




Can I visit you?


Right now, because of the pandemic - no. Once it's safe to do so, you are welcome to visit and look at how we work, and check out garment samples and meet the team. Please be aware that as we are a busy production unit, it's always best to get in touch to arrange a time to come and see us - we can sometimes all be involved a print run and may not




How long will my order take?


Our screen printed and embroidery orders usually take up to 3 weeks from payment to dispatch. Extra services like woven labels, can take up to 4 weeks. When you place your order we'll confirm the dispatch time for you - if you have specific events, production launches or promotions that you need your order for, then please let us know when placing your order so we can confirm if we can meet your deadlines.




How do I order?


First thing to do is send your artwork over to us by email, at info@custommerchandprint.com and let us know the kind of thing you would like to order. We can point you in the direction of garments that would work well for you and confirm prices. When you're ready to order, we'll then send a mock up over and order form for you to confirm, and once paid, we'll book you in for printing. Alternatively just give us a call on 01752 267 405 and we'll be happy to chat printing, prices and products.




Do you have a minimum order?


Our minimum order is 30 garments for a 1,2 and 3 colour prints, and 50 garments for 4 and 5 colour prints. For embroidery our minimum order is 30 garments.




How do I pay?


Once we've finalised your order, and you've approved the mock ups and order details, we will email you an invoice. You can then make a payment via bank transfer or using a credit or debit card via the secure link on the invoice.




Can I get a sample?


Due to the set up times involved with screen printing and embroidery, 1-off printed/embrodiered samples simply aren't viable, however we will provide a mock up via email that shows your design, print location and colours. If you'd like to check out our print/garment quantity then we do have a sample t-shirts available, or if you'd like to receive samples of blank garments to check out the fits and styles then we can do that too.




What do I do if there's a problem with my order?


We want you to be totally happy with everything that you receive from us, and if you're not then please talk to us so we can work it out. We do need you to report any issues to us within 2 days of receiving your order - so we would appreciate you taking the time to check through your order once it's arrived and make sure you're happy with it. If there is anything missing from your order - e.g. you ordered 50 t-shirts but only received 49, then you do need to let us know within 2 days, and we will offer a replacement or refund to cover the missing items. Please note, if you report shortages after 2 days then we will not be able to replace or refund. If your order is faulty in any way - e.g. a miss-print, then please get in touch with us within 2 days of receiving your order to let us know so that we can offer a replacement or refund. If your garments develop a fault after two days, then we will offer a credit note to cover them. We may ask you to return the faulty garments so that we can understand what went wrong, and make sure the replacements are perfect.




How much is shipping and how long does it take?


Shipping in the UK is free, and for European countries we offer a flat rate shipping. In the UK, we use a next day delivery service via DPD, so once your order has been collected from us, it will shipped on a next working-day service. We'll put your contact details onto the consignment, and DPD will text/email you the time of delivery - if it's not convenient, then you can reply to them and rearrange. If you have any issues with your delivery - then please get in touch with us, and we'll be happy to help.




I have more questions!


Great! Just get in touch with us through our contact form here or call us 01752 267 405, we're here from 9am til 5.30pm through the week. If you get in touch with us on the weekend or outside of those times, we'll get back to you the next working day.