Frequently Asked Questions

Q: Do you accept returns on personalised items?

A: We only accept returns if an item is faulty. Once you’ve approved the design, size, and placement, we cannot take back items for changes in size or colour of a logo or design.

To avoid disappointment - 

• Review design proofs thoroughly, checking alignment and clarity at full size.
• Confirm measurements against a similar garment you already own.
• Compare colour samples under natural light to ensure the hue matches your expectations.
• Request a one-off sample print if you’re unsure—additional fees may apply.
• Approve only when you’re fully satisfied; after sign-off, no edits are possible.

Q: What if I ordered the wrong size item, or colour?

A: Changes are not always possible after you sign off the quotation. Please double-check all order details are correct before approval.

Q: What is the clothing sample return policy?

A: All samples provided are free of charge but must be returned to us within 30 days of receiving unless another timeframe is agreed . If they are not returned within this timeframe, they will be charged at full retail price. 

Q: How can I ensure accurate colours?

A: Provide exact CMYK, HEX code, or Pantone references for your logo. We’ll calibrate our equipment to match your specifications as closely as possible.

Q: Can I see a physical sample before full production?

A: Yes. We can post a print or stitch sample for your approval, or you can pop in store to approve

Additional -

• You will need to cover the stitch sample cost plus set-up charge if you do not proceed with an order.
• It will add to the overall lead time

A: Full payment is required before any decoration work begins, unless we’ve agreed otherwise in writing.

Q: Can I supply my own garments for decoration?

A: You’re very welcome to provide your own items, but please note the following requirements:

• Ensure each garment is clean; any items that arrive unclean will be rejected.
• Deliver items unbagged; otherwise, a 25p charge per item will apply.

Q: What if my supplied garments are damaged during decoration?

A: By providing your own garments, you accept the risk of possible scalding, snags, or other defects during printing or embroidery. GoApparel is not liable for replacements or compensation in these cases.

Q: How long is a quotation valid?

A: All quotes expire after 28 days. After this period, prices may be subject to change and a new quote will be required.