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ORDER Queries

I’m missing an item from my order, what do I do?

If an item is missing, please contact our team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

What do I do if I receive a faulty item?

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number.
  • The faulty item's name and number.
  • A description of the fault.
  • Where appropriate, an image of the fault can help us resolve the issue faster and may eliminate the need to return the items to us for inspection.

We will investigate the fault and respond accordingly. Inspection of the items may be needed, if this is the case we will request the items be returned for us to do this.

Can I cancel my order after I have placed it?

You have 2 hours from placing your order to cancel it.

After this time orders cannot be cancelled.

If you wish to cancel your order please call us on 01384 24 22 20.

Can I amend my order after I have placed it?

If you need to amend your order or change delivery options, delivery address or payment method please call us within 2 hours of placing the order.

Call us on 01384 24 22 20 or email sales@merchandise.clothing

PRODUCTS/ STOCK

Can you give me more information about your product?

If you require any information on our products, please don’t hesitate to get in contact with us: 

Call us on 01384 24 22 20 or email sales@merchandise.clothing

Where can I find care instructions?

This information is included in the delivery package of the items. We have also listed them below for further reference.

Care instructions for printed and embroidered garments.

Do not:

  • Wash on a cycle hotter than 40*
  • Iron directly on the transfer
  • Tumble dry
  • Dry on a radiator

 

TECHNICAL

I’m having trouble signing into my account?

Make sure you are using the same email address and password you registered with.

If you can't remember your password or are not able to log into your account, contact our sales team who will be happy to help with a new login or password.

Call us on 01384 24 22 20 or email sales@merchandise.clothing

RETURNS/ REFUNDS

What is your returns policy?

All garments are customised/personalised to order and are therefore non-returnable and non-refundable.

Refunds are only available if the garment is faulty.

Faulty Items

If the item is faulty you have 28 days from receiving your order to return it to us for a refund.

Any items returned after the 28 days will NOT be refunded.

All items will be inspected on return.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly to ensure they do not get damaged on the way.

How do I return my parcel to you?

You can return your parcel using any delivery service. Please notify us of the date the items were sent back to us so we are able to monitor for the return of the items.

Can I return an item for an exchange instead of a refund?

All garments are customised/personalised to order and are therefore not available for exchange.

How do I know if you’ve received my return?

It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed. This is processed within the same working day of receiving your return into our warehouse.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer. 

If you've returned more than one order in the same parcel, please allow 24 hours for all your returns to be completed.

If your returns haven't reached us after the returns timeframe, please get in touch using one of the contact options below so we can help you further.

Call us on 01384 24 22 20 or email sales@merchandise.clothing

PAYMENTS

How do I use PayPal for my order?

To pay with PayPal, you'll need to set up a PayPal account. It only takes minutes to open and it's free.

Log into your account, choose the option to pay with PayPal. From here you will be directed to PayPal to proceed with payment.

Why pay with PayPal?

 It's safer: We only receive payment for the order, no card information is provided to us directly.

It's easier: All you need is an email address and password to pay online.

It's faster: With no need to type in your card details, you can check out in a few clicks.

Can I place and order via telephone?

Yes, call us on 01384 24 22 20 and we can take your order over the phone.

Our opening hours are 9.00am - 6.00pm Monday to Friday.

DELIVERY

What should I do if my order hasn’t been delivered yet?

If your order hasn’t been delivered within 7-14 working days from the date you placed your order please contact us.

Call us on 01384 24 22 20 or email sales@merchandise.clothing

My order status is still ‘processing’ when will it be shipped?

If the status of your order is showing as 'order processing', it means that we're still handling your order ready to be sent out.

You'll receive an email when we send your order letting you know that your order has been shipped.

Who will be delivering my items?

Dependent on the size of the order the delivery will be made by DPD courier services or Royal Mail Postage. The information for this will be emailed to you when the order is placed.

Below are the links for DPD and Royal Mail services which provide information for all their FAQs.

https://www.dpd.com/de_en/help_tools/frequently_asked_questions

https://personal.help.royalmail.com

If you are unable to locate this information, please contact us and we will confirm the information for you.

Call us on 01384 24 22 20 or email sales@merchandise.clothing

Can I have my parcel re-directed to a different address?

For your security, we aren't able to change the address your order is being sent to.