Frequently Asked Questions/Terms and Conditions
Q. Do you have a minimum order?
A. We are happy to supply from a single to any quantity of garments.
Q. How long do you take to deliver?
A. We normally dispatch within 5 working days for plain garments, if your garments require embroidery or printing we endeavor to dispatch within fourteen days of your order date but is dependent on workload and the quantity required – a delivery date will be given as soon as you have decided what you would like to order.
Q. Can you provide samples?
A. Yes, sample garments are charged at the normal rate but are non returnable. Logo samples are free of charge.
Q. Can you Design a logo for me and digitize the design for embroidery?
A. Yes, we do all our own design, set up and digitizing in house and can work from your own artwork or simple text.
Q. What format should I supply my logo artwork?
A. You can send your logo in either a JPG, TIF, PDF or EPS vector format, (150 Dpi minimum for embroidery and 300 Dpi minimum, preferably higher for image printing), state the size required for the overall design (width x height) in centimeters – Max A4 portrait or landscape. You may send your design file by email:firstname.lastname@example.org
Q. I only want the name of my Company name as text on the garments - do I have to pay for a design set-up?
A. No, we do not charge a set up fee for standard text providing we have or can download the font used. We have access to thousands of fonts including many Microsoft and other true type fonts. If you have a logo and know the font used then please supply the details when submitting your design, this allows us to produce a better design. Thin or narrow fonts do not embroider as well as bolder ones. The minimum height text we will embroider is 5mm.
Q. Do I have to pay a set-up cost for a logo if I already have the art-work?
A. Logo’s on orders of less than 10 garments will usually incur a charge for digitizing, All digitizing carried out free of charge will remain the property of Laughing Whale.
Q. Can you print in colour i.e photo’s?
A. Yes we can print onto most items excepting fleece or garments with a long pile. We also print in full colour up to a maximum of A4. There is usually no charge for set up for printing.
Q. I already have my design on disk; can you embroider from it without charging a set up fee?
A. Yes providing it is a .DST format Embroidery or similar file our system can read, however, we cannot be held responsible for the finished quality of the embroidery, will inform you if we do not believe it is of a satisfactory standard.
Q. Can I use the Design again?
A. Yes, once your design is set up you can re-order as many times as you like without paying any further set up charges again.
A. It is taken as implicit in the acceptance of all embroidery, printing and any other form of personalization or decoration that the customer is either the copyright holder or the authorised user licensed by the copyright holder and the customer will indemnify Laughing Whale Print and Embroidery fully against any claims for infringement that may arise. Please make sure if you are using someone’s logo that you have had permission from the company or person who owns it.
Q. I have my own garments will you embroider them?
A. Yes. We are quite happy to embroider customer’s own garments, subject to seeing them. There is however a premium charge for embroidering customers own garments, please note own garments are done at customers risk, we can take no responsibility if, in the rare event, a garment is damaged by our embroidery machines.
Q. Do I have to pay for delivery?
A. Yes. Delivery is made by either post or carrier the charges dependent on quantity and weight, carriage charges will be at cost.
Q. Can I return garments?
A. A restocking charge of 15% (minimum £25) will apply to all returned goods which are unused and undamaged in their original packing, However, if the garments have been personalised in any way, we are not able to exchange or refund unless faulty, in which case we will replace
Q. How do I pay?
A. Payment must be made at the time of placing your order, we currently accept: PayPal, Cash, Cheque, BACS.
Please do not hesitate to contact us if you have any further questions.