Q: How long does it take for my order to be despatched?
A: Please see our Despatch Times information section on the bottom right-hand corner of our homepage for full details. Normally, we despatch non-personalised goods within 4-7 business days and personalised items within 6-14 business days, however, our busiest time of year is from September through to December and you need to allow 14 days for delivery at this time. If you need an item urgently then please email us first to see if it is possible to produce it in time for your deadline. Please note that business days do not include weekends or UK Bank Holidays.
Q: Do you keep large stocks of non-personalised items as I require 10 aprons/jackets/tote bags?
A: We keep very limited stocks as due to the nature of our business, demand for certain items depends on the sun/moon/time of day/what's on the telly, in other words what was popular last month, may not be popular this month! If you order a non-personalised item and we have it in stock, we will despatch it immediately. If it is not in stock then we will embroider/make it and despatch it within our stated despatch times. Obviously, if you place a large order, we will advise you of the expected despatch date if we think we may exceed our stated despatch times.
Q: I live in Canada - can you ship to me?
A: Yes, we can ship to almost anywhere in the world, see "Delivery" in our Information section for full details of charges. Delivery costs are automatically selected when you add your country at Checkout.
Q: I want a special design for an event, can you embroider some aprons for me using some of your motifs and my text?
A: Yes, please email us at email@example.com with your requirements. We will work up a design for you and email you a digital proof. Please ensure that text is kept to a minimum as there's only so much that will fit into an embroidery hoop! Due to the extra work and time involved we will have to charge a little extra for these items as you will then have a completely bespoke apron (or other item) for your event. Naturally we require an extra few days to produce these items but we'll let you know your expected delivery date when you place your order.
Q: I want to send the item I'm purchasing as a gift, how do I tell you not to send the invoice/billing details with the package?
A: When you proceed to Checkout there is a section called "Additional Information" and you can tell us not to include your billing details here.
Q: I want to send gifts directly to a number of people, can I do this on one order?
A: Sorry, we can't do this at the moment. You will have to place a separate order for each different shipping address.
Q: The name I want on my item is nine letters and there's only space for eight letters, what can I do?
A: Email us at firstname.lastname@example.org- we may be able to fit an extra letter within the hoop by reducing the type size and we can let you know if this is possible.
Q: I want to buy 10 chef's jackets but I only want my bistro name embroidered - can you do this?
A: Yes, we may have to charge you for digitising your logo, but please email us at email@example.com with your logo attached as a jpeg file and we'll get back to you with a price.
Q: I want to order a personalised item for a birthday gift next weekend, how long does it take to embroider and despatch within the UK?
A: Please tell us your required delivery date on the "Additional Information" section at Checkout. Personalised items, depending on quantities purchased, may take between 6-14 business days. If you have a specific deadline then we will bend over backwards to meet it! We endevour to dispatch non-personalised goods within 4-7 business days of receipt of order. However, during periods of heavy demand, such as Christmas, we may require the longer time to despatch. If we cannot meet your deadline then we will let you know as quickly as possible.
Please note that orders outside the UK will take longer to be delivered depending on your country's postal service!
Q: If I'm not at home when my parcel is delivered, could you leave it in the porch/greenhouse/garden shed/garage?
A: This is only possible for mainland UK deliveries by FedEx and only if you tell us on the "Additional Information" section at Checkout (we cannot accept PayPal instructions regarding delivery information). If you are unsure if you fall into the UK mainland delivery then please contact us first. Almost all our packages are delivered by FedEx (mainland UK) or Royal Mail Special Delivery (Scottish Highlands, Islands, Channel Islands and Northern Ireland and other "extreme corners" post codes) and Royal Mail deliveries require a signature. Your postman may ask a neighbour to sign for it and keep it safe until you return home, but this is entirely up to your local postman. If it is not delivered, it will be returned to your local sorting office where it will be kept for a maximum of seven days before being returned to us. If your parcel is returned we will require you to pay for postage again before it can be delivered for the second time. (if delivery is made by FedEx and you're not at home, a card will be left and you can phone the depot to arrange another delivery time, not Saturdays, or collect the package from the FedEx depot.) If you fail to contact FedEx then the package will be returned to us and you will need to pay the delivery charge again for us to re-send the package.
You can overcome these problems by ensuring that you use a work address for delivery (or your Mum's!), at least somewhere you know that there are people available to sign for the parcel. This is really important at the busiest time of the year - Christmas - when you really do not want to spend your time queuing up for hours to collect a package.