Frequently Asked Questions
Need a quick answer? Search below. We have covered the most common questions around ordering, artwork, print, embroidery, delivery, sizing, accounts and care.
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Ordering
Is there a minimum order?
We currently have no minimum order quantity for standard website orders, with pricing starting from 1+.
How do I place an order?
Simply choose your garment, select the size and colour, then customise it using our online designer where available.
Once you are happy with the design, add it to your basket and proceed to checkout. If you need something more bespoke, you can contact us for a manual quote.
Can I change my order after placing it?
If your order has not yet entered production, we may be able to amend it. Contact us as soon as possible with your order number and the changes required.
Can I cancel my order?
If production has not started, cancellation may be possible. Once customised production begins, orders may not be cancellable.
Contact us straight away with your order number and we will advise the options available.
Can I get a quote before ordering?
Yes. If you have a larger order, mixed garments, multiple logo positions or something outside the standard online setup, contact us and we can price it properly for you.
How can I get an accurate price?
For the most accurate quote, send us the following:
- Garment type, colour and size breakdown
- Quantity
- Decoration type and placement
- Your artwork file if you have it
- Your required date
Email: sales@branza.co.uk or use our quick quote / contact page.
Artwork & Design
What artwork file types do you accept?
Our online designer typically supports common upload formats such as JPG, JPEG, PNG and SVG. Additional file types such as PDF, AI, EPS, PSD and TIFF can usually be supplied manually if needed.
Please refer to our Artwork Guidelines page for the latest accepted file types and recommendations.
What quality should my artwork be?
For best results, we recommend high-resolution artwork at around 300 DPI where possible. Lower resolution files may appear pixelated or rough when enlarged.
The sharper and cleaner your artwork file, the better the final result is likely to be.
Do you send proofs before printing?
In many cases, the online customiser acts as your visual proof, allowing you to preview the design before adding it to basket and again at checkout, after artwork preparation we may send you an updated mock-up as required.
Can you remove the background from my logo?
Often, yes. Simple background removal may be possible depending on the quality and format of your file. Any in-depth work is subject to fees.
Can you check my artwork before I order?
Yes. If you are unsure whether your design is suitable for print or embroidery, send it over and we can advise before production.
This is especially useful for low-resolution logos, fine-detail artwork, or files intended for embroidery.
I cannot upload my file
Try these quick fixes:
- Use a desktop or laptop and try another browser
- Check the file type is supported
- Reduce the file size if it is very large
If it still will not upload, email the file to us with your product choice and quantities and we can help set the order up manually.
Can you match a specific Pantone colour?
In some cases we can work to a specific Pantone reference, but it depends on the decoration method, fabric colour and artwork supplied.
Send us the Pantone code and your garment details and we will confirm what is achievable and the closest match where needed.
Print & Embroidery
Should I choose print or embroidery?
It depends on the look and use of the garment. Print is ideal for bold graphics, larger designs and more complex artwork, while embroidery is often best for workwear, uniforms, caps and premium logo branding.
Embroidery is generally the more durable option for higher-friction or heavier-use garments.
What kind of printing do you do?
We offer multiple decoration options depending on the garment and design, including print and embroidery.
Applications can vary from DTF, DTG, Vinyl, Flock, Transfer, Embroidery
How is embroidery priced?
Embroidery is usually priced based on stitch count, design size and order quantity. More detailed or denser logos take longer to run and use more thread, which increases cost.
Please see our Price Guide page for the current embroidery pricing matrix.
What is digitising?
Before a logo can be embroidered, it must be converted into a stitch file. This process is called digitising.Embroidered Logo – Digitising: £15.00 This is a one-time setup fee per artwork. If you place a follow-up order using the same logo or text, the setup fee will not be charged again. There is no charge for text-only embroidery designs created using one of our pre-digitised fonts.
Can I provide my own garments?
In many cases, yes — but it depends on the garment fabric, condition and decoration method.
For quality control reasons, customer-supplied garments should be brand new, unused and suitable for the print or embroidery method required.
Can you match my logo colours exactly?
Printed colours can often be matched closely, but exact colour matching may depend on the print process, garment colour and artwork supplied. Embroidery uses thread colours, so exact Pantone matching is not always possible.
Will the hood cover my back print on a hoodie?
It can do, depending on the hoodie style and placement. If you choose an upper-back print on a hoodie, the hood may partially cover the top of the design when worn.
If you want maximum visibility, consider a lower back placement or a large front print instead.
Sizing & Products
How do I check sizing?
Please refer to the product-specific size chart on the individual garment page. Different brands and styles can fit differently, so it is always best to check the chart for that exact product.
How do I measure for garments?
For best results, measure a garment you already own that fits well, laid flat:
- Chest: armpit to armpit, then double it
- Body length: highest shoulder point down to hem
- Sleeve: shoulder seam to cuff where applicable
If you are between sizes, sizing up is often the safest option for a more relaxed fit.
What print size do you recommend?
Recommended print sizes vary by garment size and print position, but common guidelines are:
- Left chest: approx. 80–110mm wide
- Centre front: approx. 250–300mm wide
- Upper back: approx. 250–300mm wide
If you need an exact finished size, let us know the width and height you want in mm.
Do you offer samples?
Yes — you can order blank garments to check fit, colour and fabric before placing a larger customised order, subject to availability.
Do you sell blank garments?
Yes — many items can be purchased blank, subject to the garment, size and colour availability.
What garment brands do you use and how can I find out more?
We work with a wide range of trusted garment brands depending on the style, price point and use case required.
Product pages include fabric, weight and fit information, and if you tell us what you need the garments for, we can recommend the best options.
Delivery
How much is delivery?
Delivery Options:
You can also explain any separate charges for remote areas, large-volume orders or express options here.
How long will delivery take?
Your turnaround time depends on the products ordered, artwork readiness, order size and the dispatch option selected at checkout.
Economy Delivery: 15-20 Business Days (Estimated Delivery) Standard Delivery:10-15 Business Days (Estimated Delivery) Express Delivery:7-10 Business Days (Estimated Delivery)
What is your turnaround time?
Turnaround time depends on the item, decoration method, order size and whether artwork approval is needed.
Your estimated dispatch date should be shown at checkout and confirmed after you place your order.
How can I receive an order to a country you do not deliver to?
If your country is not listed at checkout, contact us with your delivery address, items, quantities and required delivery date if applicable.
We will confirm whether we can ship to you and provide a delivery quote where possible.
Which courier do you use?
We use reliable couriers depending on parcel size, destination and service level selected at checkout.
DPD, ROYAL MAIL, UPS, PARCELFORCE
Do I have to be present to sign for the package?
Some services may require a signature, while others may allow safe-place delivery. This depends on the courier and service selected.
If you are not available, consider using a work address or somewhere that someone can receive the parcel for you.
How do I check the status of my order?
If you have created an account, you may be able to log in and review your order status online.
Once dispatched, we will send tracking details where available via email.
Where is my order?
Check your order emails for updates. Once dispatched, tracking details are provided where available. You can also check the status of your order by logging into your account.
If you are unsure, contact us with your order number and we will help.
Do you offer express delivery?
We offer Express Delivery: £6.99, estimated at 7-10 business days.
Payment
How can I pay?
We offer payment with apple pay, google pay, visa , matercard, amex ,payapl, discover, Klarna to name a few
Can I pay by bank transfer or BACS?
You can pay by BACS, details will be sent via email or displayed on the invoice
Do you offer credit accounts?
We do not offer credit accounts currently
Do you offer any charity discount?
We are happy to consider charity discounts for qualifying orders.
We offer unique charity discounts subject to the cause.
Accounts & Orders
How do I sign in to My Account?
You can sign into your account by clicking this link
How do I register / create an account?
You can create an account through the registration page on our website.
I forgot my password. What do I do?
Use the password reset option on the login page to create a new password.
How do I opt out of e-mail communications?
You can opt out by clicking the unsubscribe link at the bottom of our marketing emails.
Transactional emails such as order confirmations and dispatch updates will still be sent where necessary for your order.
Returns & Issues
Can I return personalised garments?
Because personalised garments are made to order, they are usually non-returnable unless there is a fault, production error or confirmed issue with the order.
Returns Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If your item is faulty/damaged we must be notified within 7 days of delivery otherwise we may not be able to offer a refund or exchange. Goods that are not faulty and printed to the customer's specification cannot be returned or exchanged as they are produced to the customer's requirements unless the garment is faulty or there is an issue with the design. Our aim is to provide 100% customer satisfaction, so if this is the case you must contact us within 7 days of delivery and provide clear evidence of the defect. If we are satisfied that there is a defect in the garment provided we will endeavour to resolve the issue by way of a replacement or full refund. Faulty goods should be returned to us within 30 days of receipt for investigation. Please be aware that you shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded delivery service when returning goods. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. High-quantity orders (blank garments) will be subject to store credit refund only. Additional non-returnable items: Gift cards Please do not send your purchase back to the manufacturer.
Can I return blank garments?
Blank garments may be returnable if they are unworn, unwashed and in resale condition, subject to your returns policy.
Returns Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If your item is faulty/damaged we must be notified within 7 days of delivery otherwise we may not be able to offer a refund or exchange. Goods that are not faulty and printed to the customer's specification cannot be returned or exchanged as they are produced to the customer's requirements unless the garment is faulty or there is an issue with the design. Our aim is to provide 100% customer satisfaction, so if this is the case you must contact us within 7 days of delivery and provide clear evidence of the defect. If we are satisfied that there is a defect in the garment provided we will endeavour to resolve the issue by way of a replacement or full refund. Faulty goods should be returned to us within 30 days of receipt for investigation. Please be aware that you shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded delivery service when returning goods. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. High-quantity orders (blank garments) will be subject to store credit refund only. Additional non-returnable items: Gift cards Please do not send your purchase back to the manufacturer. Refunds Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@branza.co.uk.
What is your refund policy?
Returns Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If your item is faulty/damaged we must be notified within 7 days of delivery otherwise we may not be able to offer a refund or exchange. Goods that are not faulty and printed to the customer's specification cannot be returned or exchanged as they are produced to the customer's requirements unless the garment is faulty or there is an issue with the design. Our aim is to provide 100% customer satisfaction, so if this is the case you must contact us within 7 days of delivery and provide clear evidence of the defect. If we are satisfied that there is a defect in the garment provided we will endeavour to resolve the issue by way of a replacement or full refund. Faulty goods should be returned to us within 30 days of receipt for investigation. Please be aware that you shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded delivery service when returning goods. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. High-quantity orders (blank garments) will be subject to store credit refund only. Additional non-returnable items: Gift cards Please do not send your purchase back to the manufacturer.
What if I receive the wrong item?
If something is wrong with your order, contact us as soon as possible with your order number and clear photographs where relevant so we can investigate quickly.
My garments arrived creased
Garments can occasionally pick up light creasing during folding, packing and transit. In many cases, this can be resolved by following the wash care guidance for the garment and decoration type.
What should I do if I think there is a quality issue?
Please contact us promptly with your order number, a description of the problem and photographs showing the issue clearly. This allows us to review the matter properly and advise on next steps.
Wash Care
How should I wash printed or embroidered garments?
We generally recommend washing garments at 30°C, inside out, with similar colours, and avoiding tumble drying where possible.
Do not iron directly over prints or embroidery. Always check the internal garment label as well as our wash care guidance.
Why are there marks around my embroidery?
Light hoop or ring marks can be a normal part of the embroidery process. These usually wash out after the first wash.
Can I iron over my printed design?
No. Do not iron directly over the printed area. Turn the garment inside out and use a low heat setting on the reverse side if needed.
Still need help?
If you cannot find what you need here, get in touch and we will point you in the right direction.
Contact Branza
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