Frequently Asked Questions

Everything you need to know about ordering customised workwear from My Custom Clothing.

Whether you are ordering embroidered uniforms for a small team, putting together a Workwear Pack or need printed garments for a larger project, you can find answers to the most common questions below.

Is there a minimum order quantity?

You can order standard garments in small quantities through the website.

Our garment and embroidery prices are quantity-based, so the price per item generally reduces as your order quantity increases.

Workwear Packs have a minimum order of 5 employees.

How do quantity discounts work?

Garment pricing is calculated using quantity bands:

1–9
10–24
25–49
50–99
100–249

Quantities of 250 or more require a quotation.

For the same product, quantities can be combined across different sizes and colours when determining the garment price band.

Embroidery is calculated separately based on the total number of placements within the relevant embroidery pricing group.

What happens if I need 250 or more garments?

Orders of 250 garments or more are handled by quotation rather than through the standard online checkout.

Contact our team with your requirements and we will prepare pricing based on the products, quantities and customisation required.

How is embroidery pricing calculated?

Embroidery is priced separately from the blank garment.

Branding positions are placed into pricing groups such as:

Standard placements
Large Front
Large Back
Names / Initials

The quantity used to determine the embroidery rate is the total number of placements within the same pricing group across the basket.

For example, Standard chest, sleeve and standard back placements can contribute towards the same Standard placement quantity band.

If a customisation pricing group reaches 250 placements or more, a tailored quotation is required.

Are prices shown including VAT?

Website prices can be viewed excluding or including VAT using the VAT switcher in the header. Your selected view will be reflected throughout the website, with the final VAT amount shown clearly at checkout.

Can I mix different colours, sizes and fits?

Yes.

You can order different colours, sizes and available fits of the same garment to suit your team.

These quantities are combined when calculating the garment quantity band for that product.

Can I order garments without branding?

Yes, where available.

Choose No customisation, select your garment options and quantities, and continue through checkout without adding embroidery or print.

What if the colour or size I need is unavailable?

Availability depends on the selected product, colour and fit.

Where a colour or size is unavailable, the website will prevent you from ordering that unavailable combination. Choose another available colour, fit or size, or contact us if you need help finding an alternative.

Can you source a garment that is not listed on the website?

Yes.

If you cannot find the product you need, contact our team. We can help source suitable garments for your business, team or organisation.

We also regularly add new products to our range.

What customisation options are available?

The website supports three main ordering routes:

Embroidery
Configure your branding and place the order directly online.

Print by Quote
Send us your garment and print requirements and we will prepare a tailored quotation.

No Customisation
Order garments without branding.

Can I add my logo to more than one position on the same garment?

Yes.

You can add multiple embroidery customisations to the same garment configuration.

For example:

Left Chest
Right Chest
Left Sleeve
Right Sleeve
Centre Chest
Standard back positions
Large Front
Large Back

You can currently add up to five customisations to one garment configuration.

Can I use different artwork for different branding positions?

Yes.

Each branding position can use its own artwork or customisation.

For example, you could use:

your company logo on the chest;
a different logo on the sleeve;
employee initials;
a job title;
or different artwork on the back.

Can I use the same logo in several positions?

Yes.

Once artwork has been added to the garment configuration, you can reuse that artwork for another branding position without uploading it again.

Where the same new logo is reused across several positions, it is treated as the same artwork for digitisation purposes.

Does every branding position apply to all garments in that configuration?

Yes.

Each saved customisation applies to the full quantity within that particular garment configuration.

If some garments need different branding from the others, configure those garments separately.

Can I add employee names or initials?

Yes.

Names and initials have their own customisation option and pricing group.

Where different employees require different personalisation, configure the relevant garments accordingly.

Which positions use Standard embroidery pricing?

Common smaller branding positions such as chest, sleeve and standard back positions use the Standard placement pricing group.

Large Front and Large Back use their own larger-format pricing.

Names and initials are priced separately.

The website automatically applies the appropriate pricing group based on the selected position.

How do I provide my logo?

When configuring an embroidered garment, you can choose from options including:

Upload a new logo or design
Use previously supplied logo
Reuse artwork already added to the current configuration
Add text or a job title
Add names or initials

What artwork file types can I upload?

The website currently accepts:

JPG / JPEG
PNG
PDF
AI
EPS

The maximum upload size is 15MB per file.

If you are unsure whether your artwork is suitable, upload the best version you have and our team can review it before production.

What is a digitisation fee?

Before a logo can be embroidered, it normally needs to be converted into a specialist embroidery file. This process is known as digitisation.

A digitisation fee may apply when you supply a new logo.

Where the same logo has already been prepared for a previous order, you can select Use previously supplied logo and a new digitisation fee will not normally be required.

Any applicable digitisation charge or waiver is calculated as part of your order.

Will I be charged a digitisation fee for every branding position?

Not where the same logo is being reused.

The website identifies the same uploaded artwork so that the same new logo is not repeatedly charged simply because it appears in several positions or on several garments.

Different new logos may require separate digitisation.

Do you check my artwork before production?

Yes.

Every uploaded logo or design is reviewed before production production proof or an exact representation of embroidery size, colour or positioning.

Your artwork and order details are reviewed before production.

Where a proof is required, it will be sent separately for approval.

How do I approve my artwork proof?

Proof approval is currently handled by email.

Once the proof has been prepared, it can be sent to you for review.

Please check the logo, spelling, branding positions, quantities and other relevant details carefully before approving it.

Production can proceed once any required proof has been approved.

Can I order printed garments directly online?

Printed garments are handled through our Print by Quote service.

You can provide the relevant garment, colour, size, quantity, branding position and artwork information and send the requirement to our team.

We will then recommend the appropriate print or transfer method and provide a quotation.

Why is printing handled by quotation?

The best printing method can depend on:

garment material;
artwork;
number of colours;
print size;
branding position;
and order quantity.

Handling printing through quotation allows us to recommend the most suitable production method and provide accurate pricing.

What are Workwear Packs?

Workwear Packs are ready-made combinations of garments designed to simplify ordering uniforms for an entire team.

You select the number of employees and then choose the required fit, colour, branding position and size allocation for each garment in the pack.

What is included with a Workwear Pack?

Each Workwear Pack includes:

the specified garments for each employee;
one Standard embroidery position per garment;
one shared company logo;
digitisation;
and standard delivery.

Additional branding can be added where required.

What is the minimum Workwear Pack order?

The minimum is 5 employees.

Pack pricing is available for:

5–14 employees
15–24 employees

For 25 or more employees, contact us for a tailored quotation.

Can employees have different sizes?

Yes.

You can divide the required garment quantities across the available sizes.

The Pack Builder shows how many garments still need to be allocated before the pack can be added to your basket.

Can I select different colours for a Workwear Pack?

You can select a colour for each garment type within the pack.

Where a garment has different fits, select the fit first and the website will show the colours available for that fit.

Each garment type within the pack uses one selected colour.

Do all garments in the pack use the same logo?

The included embroidery uses one shared company logo across the garments in the pack.

This keeps the pack simple and provides a consistent team uniform.

Additional branding options can be added where required.

Can I add additional branding to a Workwear Pack?

Yes.

The first Standard embroidery position per garment is included in the pack price.

You can then add additional positions, different artwork, names, initials or larger embroidery where required.

Any additional customisation is calculated using the normal embroidery pricing rules.

Can I request a sample before placing a larger order?

Yes, samples may be available subject to availability and prior approval.

Samples allow you to check garment:

quality;
colour;
sizing;
and fit

before confirming a customised order.

How does the sample service work?

A refundable deposit equal to the full selling price of each sample is normally required before dispatch.

Outbound delivery and return postage are charged separately.

After an accepted return, the deposit may be refunded or credited against a confirmed order.

How long can I keep a sample?

Samples should normally be returned within 7 calendar days of delivery, unless another date has been agreed with us in writing.

Please contact us before the deadline if you need additional time.

See our Sample Garment Policy for full details.

How long will my order take?

Customised orders may take approximately 10–16 working days from the day your artwork proof is approved, subject to product availability.

Production time depends on:

the garments ordered;
quantities;
customisation requirements;
artwork;
whether a proof is required;
and the current production schedule.

Once your order and artwork have been reviewed, we will confirm the relevant production information.

If you have a specific deadline, contact us before ordering so we can advise whether it can be accommodated.

For more details, see our Delivery Information page.

Is delivery included?

Standard delivery is included with Workwear Packs.

For other orders, the available delivery options and any applicable charges are shown during the ordering process.

Please see our Delivery Information page for further details.

Can customised garments be returned?

Embroidered, printed, named, personalised or made-to-order garments cannot normally be returned because of a change of mind, an incorrect size selected by the customer or details that were approved on the proof.

This does not affect your rights if goods are:

faulty;
damaged;
incorrectly supplied;
not as described;
or do not match the approved order.

Please see our Returns & Refunds Policy for full details.

Can I cancel a customised order?

Before production begins, cancellation may be possible, although reasonable costs already incurred for artwork, digitisation, specially ordered garments or completed work may apply.

Once production has begun, cancellation may no longer be possible.

What if there is a problem with my order?

your order number;
details of the issue;
and clear photographs where relevant.

We will review the issue and advise on the appropriate next step.

Can I reorder garments I have bought before?

Yes.

Once an eligible order has been completed and dispatched, sign in to your account and go to My Account → Orders.

You will see a Reorder button beside the completed order. Selecting it will add the previously ordered garments and customisation details back to your basket, so you do not need to configure everything again from the beginning.

You can adjust the quantities before placing the new order. Current product prices, customisation rates, availability, VAT and delivery rules will apply.

Previously supplied artwork can also be reused, so the same logo will not normally require another digitisation fee.

Can I change quantities when placing a repeat order?

Yes.

Quantities can be adjusted when repeating an eligible previous order.

Current product availability, pricing and customisation rates apply to the new order.

Will I be charged for digitisation again on a repeat order?

Normally, no.

If you are using the same previously supplied logo, select the previous artwork when configuring or reordering the garments.

A new digitisation fee may apply if you provide different artwork.

Can I use a logo from a previous order on a new product?

Yes.

Where the artwork is available from an eligible previous order, you can select Use previously supplied logo instead of uploading it again.

Still Need Help? Can't find the answer you need?

Our team can help with:

choosing the right garments;
embroidery and branding positions;
artwork;
printing;
Workwear Packs;
samples;
larger orders;
and sourcing products that are not currently listed online.

Send us your requirements and we will help you find the most suitable option for your business, team or organisation.