FAQs
Setup fees
If your design is from our stock catalogue there is nothing to add for set up. However, if your design is over the stipulated size of 15cm x 15cm then we will contact you and give you a quote before we commence any work on your behalf. For customers own logos there is a one off set up charge of £20 plus VAT for digitising artwork. Once this has been set up it does not need to be done again and is saved for any future orders.
How long will my order take?
We try our very best to deliver your garments within 10-15 working days after the order is taken. We are invariably busier during the summer months of June, July and August so it may be that some garments take a little longer for delivery. If you need them for a specific date please let us know and we can give you a definite answer if we are able to achieve your requirements. We welcome you to email us at anytime whilst your order is pending to track the estimated delivery date.
Can I approve my design before you start?
Yes, please request this when ordering and we will send you a proof to review and approve before we produce your order. We send email approval for all bespoke logos, however if you require a proof for text, please request this when you order.
Is there a minimum or maximum order?
No, you can order just one or hundreds of garments; Whittakers are happy to supply as many as you need. However, please note that we are able to offer a more competitive price when the order size increases.
Quality?
We are very confident that our garments are of excellent quality and can meet all the customer requirements. If you are not completely happy with the quality we will do our very best to correct the problem.
What if my garments don't fit?
Each product comes with a size guide. This is usually the relevant size chest (in inches) in relation to S,M,L,XL etc. When you have clicked onto the product you require, please scroll down for the size chart. Please check all sizes carefully as Whittakers Embroidery do not accept liablity for goods that do not fit. If you require any advice please call our sales team on 01254 665839.
What is the colour accuracy of the website?
We have tried to reproduce the colours as closely as possible to the actual fabric colour, however due to different browser settings the colours may not be exactly as per the garment colour. If you require a very specific colour, please contact us to purchase samples prior to embroidery which we will then deduct from the cost of your order. Whittakers Embroidery cannot give refunds for reasons of garment colour after the garments have been embroidered with your personal logo.
Can I cancel my order?
Please contact us as soon as possible if you wish to cancel your order. Once your garments are embroidered we do not give refunds unless there is a problem with your embroidery. Please ensure you check the sizing carefully when you order.
Samples?
If you would like to see any of the garments and embroidery before ordering please e-mail info@whittakersembroidery.co.uk with your request and a representative will contact you regarding your query and send you the appropriate garments. We do charge for samples, however we will then refund the amount once they are returned or deduct the amount from any order placed(delivery charge is non-refundable). We request that samples be returned within 2 weeks and that the garments are in the same 'as new' condition.
What if I would like an amendment to my current logo?
That is no problem, just send us the logo as an attachment using the facilities available and make a note of any changes. We will then send you a proof of your new logo for you to approve before ordering.
Can you provide garments of a more specific type that are not featured on your website?
Yes, we have an extensive range of garments that are not all featured on the website. We do a specialised sports brochure, workwear brochure and leisure brochure. It is normally possible for us to source anything the customer requires. E-mail us at info@whittakersembroidery.co.uk with the details of the particular garments that you wish to look for and a representative will contact you and arrange to send you a brochure or a sample of the garments you require.
Postal & Packaging costs within the UK? (*excludes Scottish Highlands & Scottish Islands, Scilly Isles, Isle of Wight, Isle of Man and Northern Ireland)
The standard cost for every order to the UK mainland is £5.95 plus VAT although we do offer free delivery on orders of garments over £75 (excluding set up fees and vat). This does not apply to the Scottish Highlands & Scottish Islands, Scilly Isles, Isle of Wight, Isle of Man and Northern Ireland. Unfortunately extra costs are incurred for shipping to any of these places. Please contact us directly on 01254 665839 or email info@whittakersembroidery.co.uk for details.
Can I order from outside the UK?
If you are not in the UK you will need to email us first with your requirements and we will let you know whether we are able to fulfill it. We cannot guarantee we can fulfill all orders placed from countries outside the UK. If we cannot do so we will let you know as soon as possible. All enquiries from countries outside the UK need to be emailed to info@whittakersembroidery.co.uk.
Are my credit card details safe?
l our credit card payments are processed by Sagepay to ensure that your personal details are safe.
Will my personal information be shared with other parties?
No, your information will only be used by us and any third parties who are involved in processing your order, for example our courier service. For more information please see our Privacy Statement and the Terms and Conditions of our site.
What if I require embroidery on a number of different positions?
The prices on the website are for one embroidered logo on each garment. If you require more than one logo we would advise you to email us your order. We can then calculate the cost and quote you a final price. For extra logos we normally charge approximately £3.50 + VAT per additional logo. Please contact us for specific prices.
Can I track my order?
Yes, if you require information on the status of your order and the approximate delivery date then please e-mail us at info@whittakersembroidery.co.uk with your order number and we will send you that information as soon as possible.
What is my £20 digitising charge for?
The charge for digitising is for making your artwork, which may be a picture or letterhead compatible with our embroidery machines. This is a one-off payment and then your logo is stored for any future orders. If you would like your logo file on a disk in embroidery machine format there is a charge of £50 plus VAT to release this.
Do you take all credit and debit cards?
We take all major credit and debit cards.
Are you open Saturdays?
We are open most Saturdays; however as there is limited service on Saturdays, each individual Saturday opening time will be posted here.
Saturday 18th May 2013: Open 9AM - 3.45PM
