Frequently Aksed Questions
Will I receive proof before my is produced?
Yes. Before we put your order into full production, we’ll first send you a mock-up of your design, along with a PDF that details its full dimensions, the spectrum of colours that we’ll use, and any other relevant details. That way, we can be 100% sure that you’re happy with the final results before we produce your order – which saves everyone a lot of potential hassle and cost further down the line!
Who can I speak to if I have a problem?
Our dedicated customer services team is always on hand to help – whether that’s by providing any further information that you might need, or direct answers or clarifications to any questions that you might have. You can get in touch with us on 01332 977409, or by using our handy Contact Form.
How do I pay?
We provide a number of ways to pay – the primary method is by credit or debit card when you make an order on our site. Alternatively, you can pay by BACS if you’d prefer – feel free to give our team a call, and we’ll be happy to sort that out.
What is your return policy?
We offer only a limited returns policy on customised garments, which only applies if the garments are faulty, damaged, or otherwise compromised due to an error or fault here at Urban Custom Clothing.
What turnaround time can I expect on my order?
Most orders take a maximum of 12 working days to arrive. If your order is likely to take longer than 12 days, we’ll always make sure to let you know in advance.
If you have a specific deadline in mind, please let our team know when you come to order, and we’ll see what we can do to meet this. Unfortunately, we cannot guarantee to meet every individual deadline, and we are not liable for any third party costs incurred.
Do I need to be in for my delivery?
All deliveries must be signed for, and you should keep your receipt. DPD will bring the parcel to your delivery address, or will leave it with a neighbour if you are not at home. If delivery is not possible they will return your parcel to the depot.
When your order is complete, you will receive a text from DPD advising of the day of delivery. On the delivery day, you will receive another text advising you of the time slot in which you can expect your package, allowing you to re-arrange delivery should the specified time slot not be convenient.
If any goods show obvious signs of damage in transit, please refuse to accept the delivery.
Do I have to have my workwear customised, or can I order without logos?
Yes, you can order your workwear without logos – customisation is not compulsory! We offer a huge range of our garments in plain versions, giving you plenty of flexibility to use them for whatever applications you have in mind.
Will I be charged for logo set up?
There will be a one off £15 charge for a logo setup.
No charges apply for logos or text on workwear bundles.
Which garments can be embroidered?
The majority of our garments can be embroidered with your text or logo. If you have any specific questions about any individual garment, don’t hesitate to get in touch with our team, and we can provide any clarification that you might need.
There’s a problem with my embroidery, who can I contact?
Our customer services team are always here to help. If you have any questions or need any clarifications, or you’ve spotted a problem with your order, you can get in touch with us on 01332 977409, or by using our handy Contact Form.