FAQ

ALL your questions answered here !

How long does it take to logo my custom clothing

We operate on an industry-busting 7 day maximum turnaround for our printing and embroidered custom clothing, but we also offer express services meaning we can despatch your items within 48 hours. See our page here on how to get your items in a hurry.

Will I see a sample of my customised clothing first

In most cases Yes! we always send samples of artwork for you to check before we print or embroider your clothing if we feel there may be an issue. We may not send artwork proofs for small orders of 5 or fewer items, in this case, we may use our 25 years of logo experience and determine the best way to customise the items.

We also will not send proofs if you have used our online designer to design your own garments/logos unless our specialists see any errors you may have made.

, to give you an idea see how we do it click here

My Logo has a white background, can it be removed

Yes certainly with embroidery.

Printing is usually a yes but it depends on the quality and complexity of the logos you send us. Our designers have to see it to be 100% but as ever, if you state that you need the white background or any of the logo removing when placing your order in the notes box at checkout stage, we will send you a proof and will call you if we have any queries before we logo.

How do I send you my logo

You can send your logo via email to sales@hivis.co.uk. We accept virtually any type of logo and our preferred are below..**PLEASE NOTE, the logo quality you send us will be checked by our team before they do any printing, if it needs improving they will try and do so but not all logos can be altered, rest assured they will contact you should they see any issues before they logo.

Preferred logo formats are in order

.EPS, .PDF, .CDR, .AI, .JPG, .BMP, WORD, EXCEL, Publisher,

**Please ensure a crisp clean image is supplied or the print quality will suffer, basically if it looks good on your screen when as big as will fit on your monitor then usually this is good enough, if you only have it small on your screen, then by the time we increase the size of it, it will deteriorate.

see examples of good ... or not so good artwork here

Do you send sample clothing

We can send sample clothing for you to try for size, which is chargeable at sample rate and credited in full on return. * Please note, some manufacturers charge us a restocking fee for any special order items we have to purchase, we may have to pass this charge on to you should any samples be non-stock items. But we will let you know about this at the point of enquiry.

How can I pay

We accept all major debit and credit cards via our secure servers or telephone (American Express is accepted online via Paypal only).
Bacs payments are accepted as below **please send us a proof of bacs remittance so we can process your order as soon as possible.
You can also post a cheque to our address, but any order will only be processed once the cheque has cleared.

Our Bank address is Royal Bank of Scotland, Ormskirk Street St Helens, WA10 1AY


 

What about delivery

We offer FREE delivery on all orders over £200 net and varying rates of delivery from, small packets with Royal Mail, or UPS signed for next day courier, please see here for full info.
We also offer express despatch which can be chosen at the checkout stage for when you need your logoed items quickly.

 

Check how much for delivery by clicking the tab under the products details.

How do I return my items

Please ensure you follow our returns procedure here to enable it to go smoothly.
please also make a note of our cancellation policy here, in our terms and coniditions

How much are your design set up charges

We offer FREE set up charges for large bulk orders for the first design. If having multiple designs then charges are reduced pro rata.
Our embroidery design charges are amongst the lowest around, and usually average £15.00 but more complex designs can cost more.

Screen printing charges are £15-20 for the first silk screen used and each subsequent screen, will be £15.00 each for each colour in the design.
We will always inform you of any set up charges to be clear and transparent without any "hidden" charges.

Pantone reference numbers

We can print to almost all pantone ref numbers, please let us have them at the time of enquiry. Please be aware that some pantone refs do not print exactly the same on textiles as they do on crisp white paper, but again we will send you electronic samples for you to check. Should you have any concerns please ask us for a pre-production actual sample to be posted to you. (chargeable)

Please remember, all colours can display differently on all monitors, so if in doubt request a sample.
A quick pantone ref guide can be seen here and is for guidance only.

 

Or a pantone colour picker can be used here

 

My Parcel has not arrived yet ?

If you used our Courier services you should have received a tracking number, this could help, if not just call us on 01744 814004.

If however if you chose Royal Mail 1st or 2nd class then please see the link below to Royal Mails terms for missing or delayed deliveries.

Click here for Royal Mail

I have my embroidery file from my previous supplier, can you use this.

Yes, this will be fine as long as it is an industry standard embroidery format such as DST, EMB etc. Please note your design will be stitched in the same std as your previous embroiderer so if it was poor then, it will more than likely be poor now as the digitising is the same. You may wish to take advantage of our low rates to re digitise the logo to an acceptable std if you were not happy with your previous design.

Washing my garments

All our garments should only be washed as per the washing instructions on the garment care label if the items have no logos applied.
Do not use the same instructions if logos have been added because the manufacturer would not have considered the logo type.

We recommend no higher temps than 30 degrees for any item with customization. If the garment distorts, stretches or shrinks at 40 or 50, then the embroidery threads we use are up to 90-degree wash we cannot recommend this as it will make the embroidery look puckered as it won't distort the same amount as the garment.

Turn imprinted garments inside out when washing
Do not tumble dry
DO not iron transfers, even with a cool iron
Iron the reverse of the garment when possible
DO not use bleach or harsh chemicals


We cannot replace any items that have shrunk or been damaged in any way by incorrect washing.
We recommend the garment to be washed inside out to enable longevity from abrasion.
Embroidery will generally last longer than any print method, all prints whatever type you use will fade with time and have a maximum longevity with the wash process. So if you feel your garments will need a heavier duty wash than 30 or 40 degrees, then embroidery will be the choice.

 

Can Embroidery be done on any garment

We can supply most things with embroidery such as embroidered towelsembroidered polo shirts, embroidered sweatshirtsembroidered hats and bags, embroidered hi visibility workwear and most other workwear can also be embroidered. We set and design all the logos in house so have full control over the entire process.

 

Our saying is that if we can get a needle through it, we can probably embroider it.

Can I make changes to my order ?

Sure, as long as your order hasn't passed through the process completely we will do our best to accommodate any changes. It is best to call us on 01744 814004 and please find your order reference number to quote to us. This will enable us to track it through our system quicker and make any changes.

Problems ordering online

If you are having problems ordering online just give us a call on 01744 814004 and our friendly staff will guide your through the best way to place your order with us.

If you are having problems using the online designer to make your own custom logo clothing then this video here may also help

Do you have a shop

Yes, we do have a shop where you can come and try garments on for size or collect your pre-ordered goods.
We are open 9 till 5 Mon-Friday and 9 till 1pm Saturday. Door entrance is on right of the image below.


Unit 3 Lea Green Business Park
Eurolink
St Helens
Merseyside
WA9 4TR

01744 814004

 

Can I make amendments to my order ?

Sure you can make amendments to your order, whether you're having custom logo items or just plain stock, the best thing to do is get your order reference number to hand and call our team on 01744 814004, and as long as it hasn't gone too far through our production process it should be fine.

Do you supply bespoke Uniform contracts

Yes we do, we have been supplying bespoke uniform contracts for major multiples and anyone with higher numbers of staff for over 15 years, see here

What about VAT relief

VAT relief for charities info is here

Vat relief for businesses outside of the UK which have an intra community VAT number 

VAT relief on Exports outside the EC.

We remove any vat on products that are sent to a business or user that is in any country outside the eu

 

EU Country vat rules. We can only by law remove the vat from EU businesses if all these conditions are met

  • the goods are sent out of the UK to somewhere in another EU country
  • whoever we are sending them to is genuinely registered for VAT in another EU country
  • you give us your VAT registration number - including the two letter country code (intra community vat number)
  • * Delivery to countries via export may incur local tax charges of which we have no control, this is solely the responsibility of the addressee to pay these costs.