FAQs

ORDER CONFIRMATION

1. How do I know that my order has been gone through?

   - Once you place the order, you will get the order confirmation email from us with the details of the items you have purchased.

2. I can’t find the item what I am looking for. Do you supply any other items which are not listed here?

   - Yes, we can help you to get the product you are looking for. Please contact our support team via phone 01438419177, email sales@smartwearoutfits.com or live chat between 9am to 5pm (Monday to Friday).

3. Do you provide samples?

   - Yes, we can provide samples and they are charged in full.

STOCK AND BACK ORDER

1. The product I am looking for is out of stock. Can I place a back order for those products?

   - If the product is out of stock, a popup notification will advise you to contact our sales team to check for availability before placing the back order. Usually, we do have stock from more than one supplier, hence there is a possibility of getting the product. Please contact our support team via phone, email, or live chat between 9am to 5pm (Monday to Friday) to get the stock update.

2. I have placed a back order. How do I know when will I get the product?

   - Once your order has been received, we will update at every stage of the process. You will get a notification every time we update. If you have placed the back order, we will contact you to advise the expected date of availability.

SIZE GUIDE

1. How do I find the correct size?

   - Every brand has its own size and different products from the same brand may have different sizes. Almost every product has the size guide available in the product details page. If you are not sure about the size, please contact our support team via phone, email, or live chat between 9am to 5pm (Monday to Friday) and we are happy to assist you to find the right size.

PAYMENT

1. What mode of payments do you accept?

   We accept the following payment methods.

• Credit/Debit card
• PayPal
• BACs

Also, you can call us directly and pay over the phone. Call us on +44(0)1438 41 91 77 between 9am to 5pm (Monday to Friday).

2. How do I know my card details are safe?

   - We are using secure PayPal payment gateway to process the payments. Also we do not save any card details in our systems and servers are PCI DSS compliant.

CUSTOMISATION

1. What type of customisation services do you offer?

   We do offer both printing and embroidery services. We choose one of the following application methods for you based on the type of product, quantity etc.

• HEAT TRANSFER
• DIGITAL PRINTING
• EMBROIDERY
2. What is the turnaround time for customisation work?

   - Any orders with customisation work usually takes 4 to 5 working days to dispatch from the date the artwork has been approved.

ARTWORK GUIDELINES

1. What formats should the artwork be in?

   We accept your logo or design from any of the following file types.

• .png
• .pdf
• .psd
• .eps
• .ai
• .tiff
• .bmp
2. How do I check my artwork is suitable for customisation?

   - In order to reproduce your artwork in best quality, we advise you to check the following.

• Artwork must be supplied in higher resolution – Minimum 300dpi
• Artwork must be supplied in CMYK colour format (Not in RGB)
• Convert the text in the artwork to curves or paths or let us know the font used
• Background colour must be removed

If you need any support to edit the artwork or need to re-create one, we can do it for you with additional cost. Please contact our support team via phone, email, or live chat between 9am to 5pm (Monday to Friday).

3. Do you provide the artwork proof?

   - You can use our simple design tool to visually see your mock image. You can download your artwork proof from our design tool and save it in your account for use in future orders as well. If you need any help on it, please contact our support team via phone, email, or live chat between 9am to 5pm (Monday to Friday).

SHIPPING AND DELIVERY

1. How long it will take to dispatch the order?

   - We usually dispatch the orders on the next working day for the plain products. Products with customisation will take 4 to 5 working days to dispatch from the day of artwork approved.

2. What shipping method do you use?

   - We usually dispatch with 48 hours couriers but not guaranteed. Shipping method vary from order to order and we will choose best shipping method based on the packaging weigh, dimensions, delivery time etc.

3. Do you provide tracking information?

   - Yes we will provide tracking information on most of the orders. It depends on the shipping method we use. Tracking information may not be available for some orders.

RETURNS

1. Do you accept returns?

   - We do accept the returns for plain garments within 30 days of receiving your order if the products are returned unused in its original packing and in a condition to re-stock and suitable for resale.
   We will replace any customised products if they are faulty. But otherwise, we do not offer returns or refunds on customised products.