FAQs

PRODUCTION

What is the usual production lead time?
Production typically takes around 4 weeks. Lead times may vary depending on the product, customisation method, and time of year. Feel free to contact us for the most up-to-date estimate.
Can production lead time be shortened?
For selected items, shorter lead times may be possible. Share your timeline with us, and we’ll explore options that work for your needs.
What is the minimum order quantity (MOQ)?
Each product has its MOQ listed on the product page. If it doesn’t suit your requirements, we’re happy to explore alternatives — just get in touch.

Does the unit price include VAT and shipping costs?
The unit prices cover the product cost only. VAT and shipping costs will be calculated separately and clearly outlined in your quote.
How can I estimate my shipping costs?
Shipping costs vary depending on the product weight and destination. An accurate shipping cost will be calculated and included in your personalised quote.
Will there be a discount for large volumes?
Of course! Unit pricing typically becomes more competitive at higher volumes due to production efficiencies. This will be reflected in your personalised quote.
Are there any setup or artwork fees?
While basic artwork adjustments are free of charge, some customisation methods may require a one-time setup fee. This will always be clearly outlined in your quotation.

What format should I provide my artwork in?
We recommend vector files such as .ai, .pdf, or .eps, with all fonts outlined. If you’re unsure, feel free to reach out — we’re happy to help.
Can you help with design if I don’t have artwork ready?
Yes, we’re happy to assist. Basic artwork adjustments are included, while more comprehensive product design support can be arranged at an additional cost. Share your ideas with us, and we’ll guide you on the best way forward.
Will I see a digital proof before production begins?
Absolutely. We’ll provide a digital proof with all product and customisation details. Production will only begin once you’ve reviewed and approved it.
Can I make changes after approving the digital proof?
Once the proof is approved and production has started, changes may be limited. If you need to make adjustments, let us know as early as possible and we’ll do our best to assist.
Can I request a sample before placing an order?
Yes, blank samples are available for purchase on the product page for selected items. This allows you to review the quality and finish before confirming your order. If you need any guidance, feel free to let us know.
Can I create a branded sample?
Yes, branded samples can be arranged. As these are custom-made, a setup fee will apply, and production typically takes 10–15 business days.

Where do you ship?
We ship to most major cities worldwide. Let us know your delivery location when submitting your quote request.
Can you ship to multiple addresses?
Yes, we can. Simply indicate this during order confirmation, and we’ll reconfirm all delivery and contact details before dispatch.

Can I edit or cancel my order?
Yes, orders can be edited or cancelled as long as they have not entered production. As production may begin as soon as the same day your order is placed, we recommend contacting us as early as possible if you need to make any changes.
Can I return my items or request a refund?
As our products are customised and made to order, we’re unable to accept returns or exchanges for change of mind. However, if your order does not meet your expectations, please contact us as soon as possible. Our team will review your case and work with you to find a suitable solution. Refunds, if applicable, are assessed on a case-by-case basis within the first 30 days of receipt of your purchased items.