FAQs

Ordering

How do I place an order?

For stock garments, with or without decoration, add them to the basket on the website and check out. For anything larger, mixed across several garment styles, or in a garment or colour you cannot find on the site, use Request a Quote instead and we will price it in writing before anything goes on a machine.

Is there a minimum order?

Our minimum order value is £10 excluding VAT. Decoration is priced from a minimum of eight garments, and the per-garment rates for 8–11, 12–23, 24–47 and 48 or more are shown in the decoration pricing table on every product page.

What payment methods do you accept?

We take Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay at checkout. You can also order by phone on 0114 275 2147.

Decoration: embroidery, print and artwork

What decoration methods do you offer?

Embroidery, screen print, direct-to-garment (DTG), heat transfer and vinyl/HTV. If you are not sure which suits your garment and your logo, choose “not sure — advise me” on the quote form and we will recommend one.

Where on the garment can the logo go?

We decorate left chest, centre chest, full back, top of back, left sleeve and right sleeve, and on caps the front or the side. Each position is priced as its own run, so two positions cost more than one.

What artwork do you need from me?

Send the best quality file you have: AI, EPS, PDF, PNG, JPG and SVG all work, and we also accept PSD and WEBP. Vector artwork gives the cleanest result; a small, low-resolution image taken off a website usually does not. You can attach it to the quote form, up to 20 MB, or email it to websales@stitchfactory.co.uk later. By sending us artwork you confirm you are entitled to have it reproduced — we will not decorate someone else's trade mark without evidence that you may use it.

I already have an embroidery file. Can you use it?

Yes. Send the DST, EMB or EMT and we will read the exact stitch count from it rather than estimating, which usually means a keener price and a guaranteed match to the logo you have used before.

Is there a set-up charge?

Embroidery carries a one-off set-up charge to turn your logo into a stitch file, and screen print carries a screen set-up charge. It is charged once per logo and position, not per garment, and a reorder of the same logo in the same position does not pay it again.

Delivery

How long will my order take?

Plain stock garments leave us within one to three working days. Embroidered or printed orders take seven to ten working days, because the garments have to be ordered in and then decorated. These are estimates, not guarantees: we do not offer a next-day service, and orders placed from Friday to Sunday are not dispatched before the following Monday.

What does delivery cost, and where do you deliver to?

£6.50 including VAT per order, however many items are on it, and free on orders over £120 before VAT. We deliver to UK addresses, excluding Northern Ireland. For Northern Ireland, the Channel Islands or anywhere outside the UK, call us on 0114 275 2147 before ordering.

Sizing and returns

How do I know what size to order?

Sizes differ between brands, so tell us the garment you are looking at and we will give you the manufacturer's measurements for it. Email websales@stitchfactory.co.uk or call 0114 275 2147 before you order rather than after.

Can I return something?

Plain, undecorated stock can be returned within 14 working days of delivery if you change your mind, unused and in its original packaging. You pay the cost of returning it; we refund the purchase price and the original delivery charge, to your original payment method, within 14 days of receiving the goods back. The returns address is The Stitch Factory Ltd, Unit 2e, Nursery Works, 100 Little London Road, Sheffield S8 0UJ.

Can I return embroidered or printed garments?

No. Anything made to your specification, which includes every garment we embroider or print for you, cannot be returned because you have changed your mind. That does not affect your rights if an item is faulty, not as described, or we have sent the wrong thing — contact us and we will put it right.

VAT and invoices

Are your prices with or without VAT?

Prices are shown excluding VAT by default, because most of our customers are businesses and schools reclaiming it. Use the Ex VAT / Inc VAT switch at the top of any page to see them the other way. VAT is added at checkout.

Is VAT charged on delivery and on embroidery?

Delivery always carries VAT unless the goods themselves are zero-rated, in which case the VAT on delivery is apportioned to match. Decoration follows the garment it goes on: embroidery on adult clothing carries VAT at 20%, and embroidery on zero-rated children's clothing is zero-rated too.

Will I get a VAT invoice?

Yes. We are VAT registered, number GB716351547, and every order is invoiced. If you need a purchase order number on the invoice, put it in the order notes or tell us when you accept the quote.

Schools

Do you supply school uniform?

Yes, through our sister site Stitch Factory Schools. That is where school-specific ranges, branded leavers' hoodies and PE kit are sold. Schools wanting workwear for caretaking, catering or office staff are in the right place here.

Is children's school uniform VAT free?

Children's clothing within the HMRC size limits is zero-rated, so no VAT is charged on it, and the embroidery on it is zero-rated too. Adult sizes, including adult sizes bought for older pupils, carry VAT at 20%.

Still not answered?

Call 0114 275 2147, email websales@stitchfactory.co.uk, or use the contact form.

The Stitch Factory Ltd, Unit 2e, Nursery Works, 100 Little London Road, Sheffield S8 0UJ. Registered in England and Wales, company number 04637128.