Help and FAQs
We know that ordering personalised workwear and choosing the right supplier is a big decision. So, to make this process as seamless as possible for you, we've compiled a list of our most frequently asked questions.
My Order
When will my order be delivered?
We endeavour to dispatch non-personalised orders within 5 working days of cleared payment, subject to stock availability.
For personalised orders please allow an additional 2-5 working days for your item to be dispatched.
If there is going to be a delay for any reason we will contact you and may offer you an alternative product to speed up supply.
Can I track my order?
Our chosen courier will email you with a parcel tracking number as soon as your order is dispatched by us.
To check on the progress of your order, please click on your order in the 'My Orders' section of our website (you will need to be logged in to your account).
Can I change my order?
If you need to make a change to your order please contact us as soon as possible via 01952 585 881 or info@myworkwear.co.uk.
Returns
What is your returns policy?
If you wish to return a non-personalised item, you have 14 days from receipt of the item(s) to do so. Please contact us for a returns number and confirm your order number on the returns note as well as advising our team whether you would prefer a refund or a replacement.
For personalised items, we can only accept these back if they are faulty or incorrect. In this instance please contact us as soon as possible via info@myworkwear.co.uk.
What if my item is faulty or incorrect?
If the item you received is faulty or isn't what you ordered, please contact us with your order details and whether you require a refund or a replacement. You have 30 days from receipt of the faulty item to return it to us.
Have you received my return?
We aim to process all returns within 3 working days of receiving them to our warehouse. We will email you when your return has been completed.
If it's been more than 7 days since you sent your return and you haven't heard from us yet, please contact us so we can follow this up.
Can I return embroidered or printed items?
Embroidered and printed items are all made to order and cannot be returned unless the goods or customisation are faulty.
If for any reason you are unhappy with your embroidered or printed item, please contact us.
Artwork and Logos
Will you send me a proof before embroidering?
We always send a PDF proof of a new logo or design to be embroidered. It is important you review the accuracy of this proof as we cannot make changes after the embroidery is made.
Do you provide samples before ordering?
On request, we will happily provide an embroidered sample on a swatch of your choice of coloured fabric, sent by post. This will incur an origination charge.
Which formats do you accept for artwork?
If uploading your logo through our website, please ensure your artwork is in JPEG, GIF, BMP, TIFF or PNG format. Your file should also be in RGB colour mode, many design agencies send your official logo as a print ready CMYK colour profile. If you don't know what that means, don't worry - we'll catch this, but it may cause a delay.
For all other formats, please email us your logo to sales@myworkwear.co.uk.
What type of logo should I choose?
Your logo will look fantastic whether you choose print or embroidery.
We recommend embroidery for more intricate logos or for logos on garments that you require to be more resistant to many wash cycles. We recommend print for larger logos requiring higher definition or multiple colours.
You can read our full guide on choosing between embroidery or print here.
How big will my logo be?
We will estimate the best size for your logo depending on the location. The size will be shown on the artwork proof that we send you. If you would like your logo at a different size, please contact us.
What are the costs of embroidery?
Logo embroidery prices start from £2.60 ex VAT per logo for a small logo and large logos with a higher stitch count are £8.90 ex VAT per logo. The vast majority of logos we embroider fall into small logos but, should your logo require a higher stitch count, our team will contact you before proceeding.
What are the costs of print?
Our print logos start from just £2.30 ex VAT per logo.
What is the origination cost?
When ordering a new custom logo for the first time, an origination fee of £9.99 ex VAT will be applied to your order. The origination fee covers the time and expense of converting the file or text you upload into a format that can be used by our printing or embroidery machines.
Once you have paid an origination fee for a new logo design, you will not be charged this fee again on subsequent orders. Remember to select the same logo from your account at order time, if you upload your logo again this will be seen as a new logo and origination fee will be calculated.
General Information
Where are you?
We are based at Kingsland House, Kingsland Estate, Halesfield 9, Telford, TF7 4QW.
What are your opening hours?
Our team are available 8:30am - 5:30pm Monday to Friday, however, you can place orders on our website 24/7. Any orders placed outside of working hours will be processed the next working day.
Delivery
What do I do if my delivery hasn't arrived?
Your estimated delivery date is on your order confirmation email - please allow until this date for your order to arrive. You can also check your estimated delivery date from within your account
We will contact you at the earliest available opportunity if your order is going to be delayed for any reason.
Our courier will send an email advising you of when to expect your delivery and you can track the parcel as the driver does their rounds. If you are unable to accept delivery for any reason please follow the link in your email to either leave with a neighbour, leave in a safe place or re-arrange delivery for another day.
If your estimated delivery date has passed and you haven’t received your order, please contact us so we can help you further.
Do you charge for delivery?
All orders over £99 ex VAT are free of charge. You can view all of our delivery charges for orders under £99 ex VAT here.
Do you deliver outside the UK?
For requests regarding delivery outside of the UK, please contact us with your requirements.
Will the courier require a signature?
All deliveries will require a signature on receipt. Therefore, please ensure that someone is present at the delivery address to sign for the order. If no one is present, the couriers will attempt to deliver with a neighbour.
Can I collect my order?
Absolutely! We are open 8:30am - 5pm weekdays for collections.
Embroidery
What can be embroidered?
We can embroider almost any garment including hats, fleeces, coats and trousers in any position including the back and sleeves.
How many logos can we have?
We can add as many logos as we can fit on the garment!
What print methods do you use?
We will print your design using the best method for the job, and for many, that method is Direct to Film (DTF) printing. This advanced technique involves printing your design onto a special film and then transferring it onto the garment using heat. DTF printing offers vibrant, high-quality prints that are durable, water and UV resistant. It's a versatile option suitable for a wide range of garment types and order sizes, ensuring your designs look sharp and last long.
What can be printed?
We can print onto most items of clothing including most polo shirts, t-shirts, sweatshirts and hi-vis items. Unfortunately we cannot print onto fleeces.