FAQs

What is your lead time?

We aim to complete and dispatch orders in 7-10 working days.

How much is delivery?

All UK Mainland orders over £95.00 (excl vat) receive automatic free delivery. For orders under this value a small charge will be calculated using the most economic method based on the overall weight and delivery area.

Delivery takes 1-2 working days once order is completer. We currently use a DPD next day service for larger orders and Royal Mail for orders under 2kg. . Deliveries outside the UK Mainland (N. Ireland, Scottish Highlands, Isle of Man) may take slightly longer.

Once your order is dispatched you will receive a notification by text and/or email with tracking details.

Are there any set up charges?

A set up fee will be applied to all new embroidered logos unless:

You already have a logo set up with us and wish us to use the same design again
You order includes one of our bundle packages – click to view
You only require text and not a logo

The set up fee is a one off charge and we will then hold your design on file to be used for future orders

There are no set up fees for printing unless the artwork is not suitable and of a high enough quality. We will contact you if this is the case.

What format should my artwork be sent in?

To ensure your logo is of the highest quality ideally an EPS, TIFF, AI or CDR file is best. If you do not have your artwork in these formats please send a pdf, png or jpeg file.

Our artwork team will review the file you have sent and will advise you if an additional redraw is required.

What size will my design be?

We will set up the size of the embroidery or print to best suit the shape, style and complexity of your design. As a guide left chest and sleeve designs are 80 – 115mm and back designs 200 – 300mm.

N.B. the maximum size for a back embroidered design is 250mm due to embroidery frame restrictions, printing can be larger.

If you have any specific requests, you can add these in the additional information section when ordering.

Do you embroider or print?

We offer both. You can choose to have your design either embroidered or transfer printed using the latest technologies.

We offer a free left chest design with all our clothing ranges. This can be a logo or just text and be embroidered or printed. The choice is yours and can be added via a link in the basket or by clicking on the Customise Your Products tab at the top of the page.

Can I mix colours and sizes on the bundle packs ?

Yes, there are options on the bundles to mix & match colours and sizes. If you can’t see what you need, please contact us.

Can I add a back design and other customisation?

You can add additional customisation by following the link in the basket or by clicking on the Customise Your Products tab at the top of the page.

Do you have a size guide?

If you are unsure of correct sizing, we would recommend ordering a plain sample to try before customising.

Due to the fact we offer a wide range of brands we don’t have a generic size guide. We try to provide a size guide and spec sheet on each product page but if this is not shown please contact us for more details.

Can I get samples of the products?

Plain samples of all of our products are available to order, in fact we recommend this if you are ordering something new. Our samples are charged in full, but can be returned without a restock fee or used as part of a future orders.

Please contact us to discuss

Can I return my items?

Unfortunately due to the bespoke customisation of the products, we cannot accept returns of these items. If your item is faulty please email info@theblackshack.ltd within 5 working days of receipt of your goods including any supporting images of the faulty items. We will endeavor to reply and rectify the issue as swiftly as possible.

Any plain items can be returned for exchange or refund within 28 days of receiving your order. All items should be returned in their original condition including packaging and tags where available.

I’m not happy with my order?

We always strive to achieve 100% customer satisfaction but if for whatever reason, you are not completely happy then please contact us so we can look into this for you.

Please email info@theblackshack.ltd within 5 working days of receipt of your goods including any supporting images of why you are not happy and we will do our best to resolve the problem.

I have another question?

If you cannot find the answer to your query in our FAQs please contact us and we would be more than happy to answer any questions you may have