FAQs

How much is the set up fee and what is it for?

There is a one off payment of £20 + VAT per logo, to set up your logo into stitches or print so that the logo works with our embroidery machines or printers. Once the logo has been set up this charge does not apply again for future orders. We hold your logo on file and you can access this on the website once you log in. 

Can I have my logo, once it has been set up on your system, to use elsewhere?

If you would like your logo file emailling in the embroidery machine format or print format, there is a charge of £50 + VAT to release this. We subsidise heavily the cost of logo set up for our customers, when you place your first order.

What size will my embroidery be?

If you have a specific size requirement please let us know when you order, otherwise design will use their knowledge to ensure that your embroidery is sized to suit your logo. As a guide left hand or right hand breast side would be 13cm maximum, back would be 25cm wide max., sleeve 10cm wide max., caps 6cm high max. and bib aprons 20cm wide max. These sizes are the maximum we can embroider in these areas, however it is possible to have smaller embroideries.

In what format would you like my logo?

The website will accept most formats, including: JPEG, BITMAP and PNG files. For the customiser to display your logo on the garment, the best format would be a PNG file with no background. 

Why is there a white background behind my logo?

When you unload your logo in certain formats, a white background will appear when you design your garment on our website. We will not embroider this white background on the finished garment unless you specifically ask for this.

How long will my order take?

If you order is being customised with print or embroidery we aim to deliver your order within 10-15 working days. If your order is for plain garments, the delivery will take between 2 or 3 workings days. If you have a deadline or a specific date you need your garments for, please note this in Special Instructions when you place your order, or contact us via phone or email. Please note that deadlines cannot be guaranteed but we will endeavor to deliver by the date required. We cannot be liable for any 3rd party costs incurred should an order not reach you in time. We welcome you to email or contact us at any time whilst your order is pending to track the estimated delivery date.

Can I approve my embroidery/print before production is started? 

Once you have customised your garment on our site, you can review and edit your design before completing your order. Before proceeding to checkout, you can review your design and make any amendments required. We send email approvals for all bespoke logos, however, if you require a proof for text or any library image, please request this in Special Instructions when you order.

Is there a minimum order quantity?

No, we do not have a minimum order quantity, however discounts do apply to larger quantities.


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 or display 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 in production we are unable to cancel the order. 


Can I order samples?

If you would like to see any of the garments before ordering please e-mail [email protected] with your request and a representative will contact you regarding your query and send you the appropriate garments, but please note there may be minor differences in colour between batches of garments produced. We do charge for plain 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). Plain samples must be returned within 14 days in the same 'as new' condition to recieve a refund. Please note, that we cannot accept back garments that have been embroidered, unless there is a problem with the garment or embroidery.


Can you provide other garments that are not featured on your website?

Yes, we have an extensive range of garments that are not all featured on the website. E-mail us at [email protected] with the details of the particular garments that you require and we will contact you to discuss this further.

What are your delivery charges within the UK? (*excludes Scottish Highlands & Scottish Islands, Scilly Isles, Isle of Wight, Isle of Man and Northern Ireland)

The standard cost for delivery of orders to UK mainland is £5.95 plus VAT. This does not apply to the Scottish Highlands & Scottish Islands, Northern Ireland and other islands off the UK mainland. Delivery for orders over £95 exclusing VAT to UK mainland, excluding Scottish Highlands, is free of charge. Please click here for further delivery cost information.

Can I order from outside the UK?

We cannot guarantee we can fulfill all orders placed from countries outside the UK. A list of the coutries we deliver to outside of the UK can be found here. If we cannot deliver to your specific country we will let you know as soon as possible. 


Are my credit card details safe?

Our credit card payments are processed by Sagepay to ensure that your personal details are safe. We do not receive any payment details via the website. If you call to give us your card details to pay for an order placed via email, we destroy your card details once the payment is processed.


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 include one embroidered logo on each garment unless you are buying plain garments. Once customising your garment on the website, additional logos or text can be added in various positions at an additional cost.


Can I track my order?

Yes, please e-mail us at [email protected] with your order number and we will be able to give you an approximate delivery date.