Frequently Asked Questions

Below are some of our most Frequently Asked Questions

I can’t see what I’m looking for. Do you supply it?

Our business has been built on working with and alongside our customers so we encourage you to call us or pop by and see us so we can assist you. Not everything we offer is available on our website so therefore please call us to discuss 01708 557735

What do you charge for delivery?

Delivery is charged in accordance to weight. Small packages between 0.75kg – 2kg are £5 to UK mainland, standard boxes are £10 to UK mainland.

How long will my order take?

Plain garments without logos are usually dispatched within 3 working days. Customised garments with printed or embroidered logos are typically dispatched within 10 working days however we ask you to allow up-to 15 working days should we be experiencing any busy periods.

Can you get my garments completed quicker?

Yes we can. We also offer an Express Dispatch service. Plain garments can be delivered within 2 days and embroidered, or printed garments can be with you within 5 working days. There is a surcharge of £2.95 per garment for this service. Please contact us via phone or e-mail if you require an Express Dispatch.

Delivery times can be affected during periods of high order volumes. Please contact us if your order is urgent.

How can I pay?

Our website accepts all major visa and visa debit cards as well as credit cards and AMEX. We can accept bank transfers and payment over the phone or on site via card.

Why do I have to pay for Embroidery setup

Embroidery setup is a skill itself. In order to provide you with the best quality embroidery digitising we outsource this to a specialised company who therefore have a charge. Once payed for we are happy to provide you with this file should you wish to take it elsewhere.

It is a one time fee should you continue to use the same artwork.

How will I receive my artwork proof?

We will email you your artwork proof to your chosen email address. Once happy please confirm in writing by replying to the email that you are are happy to proceed.

Which formats do you accept for artwork?

For embroidery we can be slightly flexible as our digitisers can convert many files. This could even be a photo of existing branding or embroidery.

For print we will require a editable vector file or pdf. Generally, these files are .ai .pdf .eps. If you cannot provide this, please contact us and we can help.

Do you provide samples?

Yes, we can provide samples. Due to the cost from our supplier and administration fees these will be charged in full, however these can be used in and against your order.

Where do I find size guides?

Please email us on and we will be able to point you in the right direction for sizing.

Do you have a minimum order?

Yes, we do. Due to the setup time of projects our general minimum order is £100. We are happy to assist and work with you but in order to keep our level of commitment for all our customers smaller individual purchase under this value may take slightly longer to produce.  

What is your returns policy?

Image ON will not accept responsibility for any misspellings, grammatical errors or design errors caused by the customer. Personalised items will only be eligible for a refund or exchange if the garment itself is faulty. Goods will only be accepted for return with prior arrangement. Refunds will only be made to the original credit or debit card.

For more info please see our Returns Policy

I want print but that print that doesn’t come off!?

Very rarely and if treated as per our Term’s and Conditions does print come off. As long as it is administered correctly it is highly unlikely that this will happen. We strongly recommend that you wash any printed garments on a cool 30 degree wash, inside out, and iron the garment inside out. Also, do not tumble dry or dry clean any printed garments.

How to look after my branded clothing?

We strongly recommend that you wash any printed garments on a cool 30 degree wash, inside out, and iron the garment inside out. Also, do not tumble dry or dry clean any printed garments. Embroidery is more harder wearing and can be treated as per the garment instructions. If you experience any sort of curling then iron the badge in side out.