customer service

General Enquiries

What is your usual turnaround time?

Our standard turnaround time is typically 7–14 working days from the date your order and artwork are confirmed. If you have a deadline, let us know early—we’ll do our best to meet it.

What do I need to provide to get a quote?

To provide an accurate quote, we’ll need details including the garment type, quantity, sizes, decoration method (e.g., embroidery or printing), artwork file, and finishing options if required.

What garment sizes should I order?

We recommend reviewing the size guides provided by the garment manufacturer. If you’re unsure, feel free to contact us for guidance—especially for group orders or custom sizing.

How should I care for and wash embroidered garments?

To maintain the quality of your garments, wash them inside out on a gentle cycle with cold water. Avoid bleach, tumble drying, and ironing directly over embroidered areas.

For best results:

Wash garments inside out at 30°C
Do not tumble dry
Do not bleach
Avoid ironing directly over embroidered areas

This helps maintain the thread quality and overall garment finish

Billing & Payment

When is payment due?

Full payment is required once your order has been approved and before production begins, unless other arrangements have been agreed in advance.

How can I make payment?

We accept payments via bank transfer, credit/debit card, and other common methods. Payment details will be provided on your invoice.

Can I cancel or amend my order?

If you need to cancel or change your order, please contact us as soon as possible. Cancellations may not be possible once production has started, and fees may apply depending on the stage of your order.

Delivery

What are your delivery costs?

Delivery charges depend on the size of the order, destination, and required delivery speed. We’ll confirm this in your quote. Free local delivery or collection may be available.

When will I receive my order?

Once your order is completed, we’ll dispatch it using a tracked delivery service. You’ll receive a tracking number and estimated delivery date.

Returns & Issues

What should I do if I have a complaint or want to request a refund?

If you’re not happy with your order, please get in touch with us within 7 days of receiving it. We’ll work with you to resolve any issues, whether that’s a quality concern, incorrect items, or something else. Refunds or replacements are handled in line with our Returns & Quality Policy.

Embroidery & Finishing Services – Frequently Asked Questions

General

What Are Embroidery Frame Marks and How Do I Get Rid of Them?

Embroidery frame marks are the light impressions left on fabric after it has been held in a hoop or frame during stitching. We always do our best to minimise or remove these before sending out your embroidered garments, but occasionally they may still be visible when you first receive your order.

The good news is that these marks are only temporary. A simple wash following the garment’s care instructions will usually remove them completely. You can also use a gentle steam or a low-heat iron (with a cloth placed between the iron and fabric) to smooth out any remaining indentations.

Do you have a minimum order quantity for embroidery?

Yes, we have a minimum order requirement of 10 garments for embroidery. This allows us to offer better value and keep setup costs efficient for you.

What is your typical turnaround time?

Our average production time is 7–14 working days from the point of artwork approval and payment. If you have a deadline or event date, let us know—we’ll always try to accommodate urgent jobs where possible.

Can I combine embroidery and screen printing on the same garments?

Absolutely. A common combination is embroidery for a front chest logo and screen printing on the back. We also offer heat-pressed vinyl for custom names, titles, or numbers. Each process has its own setup, so pricing and minimums are calculated separately.

Can I mix and match garments and sizes for bulk pricing?

Yes! You can mix any combination of garment styles and sizes within an order, as long as they all feature the same embroidery design. Quantity pricing is calculated per design, not per garment type.

Can I cancel my order after placing it?

Cancellations are possible before production begins. Once garments have been decorated, we’re unable to cancel or refund. Please contact us as soon as possible if you need to amend your order.

What if there’s an issue with my order?

Customer satisfaction is very important to us. If something isn’t right—whether it’s a quality concern or incorrect items—please contact us within 7 days of receiving your order. We’ll do our best to resolve the issue quickly and fairly in line with our returns policy.

Artwork & Digitisation

Do you charge for embroidery digitisation?

Yes. We charge a one-time £15.00 + VAT digitising fee to convert your design into a format suitable for embroidery. This is only charged on your first order with that specific design—repeat orders won’t incur the charge.

Are there exceptions to the digitising fee?

Yes. We often waive the digitising fee for:

Standard stock logos (e.g., Scouts, Guides)
Simple designs on orders of 10+ garments
If you’re unsure, email your design to us and we’ll confirm whether a fee applies.

How do I send my artwork for a quote?

You can email your logo or design to us in a high-resolution format (preferably PNG, PDF, or vector files), along with details of:

Garment type
Quantity
Size breakdown
Print/embroidery location(s)

We’ll review everything and send you a no-obligation quote.

click the button below or email hi@falmouthstudios.com

Pricing & Customisation

How is embroidery priced?

Pricing is based on the number of garments, the stitch count of your design, and the number of embroidery positions (e.g., front, sleeve, back). The more garments you order with the same design, the lower the unit cost.

Can I add extra embroidered logos to one garment?

Yes. Additional embroidery (such as sleeve or back logos) will incur a small extra charge, depending on the stitch count and location. We’ll confirm pricing once we’ve reviewed your design.

Can I combine embroidered garments and printed garments to meet quantity discounts?

Unfortunately, no. Embroidery and screen printing are separate processes with their own setup and pricing structures, so quantities cannot be combined across decoration methods for bulk pricing.

Can I personalise garments with individual names or roles?

Yes! We offer vinyl or embroidery personalisation for individual names, numbers, or roles (like “Coach” or “Team Leader”). Pricing will depend on the complexity and quantity.