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FAQs

I am not sure exactly what I need. Can you help?

Of course. Contact us on either 01977 683697 or sales@arcpal.co.uk and a member of our friendly team will be on hand to help.

I cannot see what product I am looking for on your website. Do you supply it?

Possibly. If you require something that is not available online, please get in touch with us and we will be more than happy to help you.

Can I amend or cancel my order?

We usually allow amendments or cancellations to orders within the first 24 hours of the order being placed. Cancellation is possible up to the point of artwork production. There are occasions where it may be possible to cancel your order after 24 hours but this is not guaranteed. If your order has been confirmed and started the production process, cancellation of your order will not be allowed. If you are unsure of anything, please call us on 01977 683697 to speak to a member of our team regarding your order.

How can I place an order?

Currently, you can place an order via our online shop. Alternatively, orders can be placed via phone or email. For phone and email orders, contact us on 01977 683697 or email our sales department at sales@arcpal.co.uk.

How can I send across my artwork?

Please send your artwork to us at sales@arcpal.co.uk. This is the best way for you to send your artwork to us.

For the artwork, what file formats do you require?

For embroidery, we can use most file formats e.g. png, jpg, pdf etc. For printing, we ideally need either PDF or Vector files but can often use png and jpg files.

Do you send proofs before production?

For new orders, we do send artwork proofs before production. Typically, we will send an artwork proof for the order that includes the order details such as logo placement, garments on the order and quantities. We require this document to be signed and scanned back to us for approval before we send your order into production.

For logos that need to be embroidered, we will produce an embroidered sample for approval before we embroider any garments in production. This is either sent by email as an image or a physical copy can be sent out in the post but this would delay the turnaround time by a few days.

How long will my order take?

Our current turnaround time is 10 – 15 working days. This includes time for producing artwork for your order and producing any embroidered logo samples for your approval. This turnaround time is subject to the time taken to approve any embroidery samples or the order artwork.

If you do have a tighter turnaround time, please contact us and a member of our team will advise whether we can meet your turnaround time or not.

Do you charge for delivery?

Yes, we do charge for delivery. On orders under £100 + VAT, there is a delivery charge of £7.95 + VAT. On orders over £100 + VAT, delivery is free.

When do you require payment for my order?

We require payment before the order goes into production. When you place an order via our online shop, payment will be required at the time of placing the order. For orders via phone and email, we will provide you with all the required details for payment. Orders placed on credit accounts with be subject to the terms they have been given. Our standard terms are strictly 30 days from the date of the invoice.

How can I pay?

You can pay by card or online by BACS.

Do you charge VAT on garments?

We do charge VAT and the current rate of VAT is 20%.

How do I return an item?

Please contact our sales department on 01977 683697 who will email you a copy of our returns form. This must be filled in and sent back to us for us to issue a returns note. Items must not be sent back to us without prior written confirmation otherwise they will be refused. Please ensure that the form is filled in correctly and that no information is missing to enable us to process your return quickly.

What is your returns policy?

If you change your mind about your purchase, please return the unused goods to us once you have received an approved returns form, and we will offer you an exchange or a credit note. Goods that have been customised will not be accepted for a return unless they are faulty. This does not affect your legal rights, including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

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