Order Process FAQs

What actually happens when I click ‘Order’?

Don’t worry, your order won’t just vanish into the void, only to turn up weeks later in ten boxes of blurry, low-quality merch.

Here at Identity Merchandise, your order is handled by our dedicated team based in Kelham Island, Sheffield. Every order comes with a dedicated account manager. We will guide you through proofs, production and delivery to make sure everything’s spot on before it goes to print.

Still got questions? Here are the ones we get most often – or just get in touch with our helpful team of experts.

🛒 Ordering & Pricing

What’s the minimum order quantity for custom merchandise?

It depends on what you are ordering. As a rule of thumb, low-cost items tend to have a high minimum order quantity. When completing the details on your product you will not be able to add any quantity to the basket that is under MOQ (the MOQ will be shown).

What’s the best way to place an order for my items online? Can I see live pricing and order directly through the website?

Yes! All of the pricing you see on the site is live – and so are stock levels. Complete the steps on the pricing configurator with the print you require on your items and upload your logo at the basket.

If you’d like to talk to us about specific designs or brand placement on your items, you can specify this in the details box before placing your order or simply call us on 0114 262 0408.

What happens once I order? Does someone contact me?

Your order is dealt with by a dedicated account manager who will check all of the details of your order. They will send you another, more detailed order confirmation. You will then receive a digital proof of your items showing how they will look with the branding for you to sign off before anything is printed. You can amend your design as many times as you need. We communicate with you at each stage and let you know when your goods are dispatched.

Does the unit price get cheaper the more I order?

Yes, economies of scale really do count in printing. With our live pricing you can compare the different prices on various quantities to make sure you are ordering the right amount.

Do your prices include VAT?

The unit costs are shown excluding VAT. VAT is shown in the basket.

I need to set you up as an approved supplier before I can order. Can you help with this?

Yes, we are the preferred supplier of merchandise for many organisations. Please contact us at [email protected] and an account manager will contact you straight back.

What payment methods do you accept?

All major credit and debit cards are accepted. If needed, we can set up a credit account after the relevant credit checks.

Can I see any product samples before I order?

Yes, all items are available to order just 1 off without print.

🚚 Delivery

What is the delivery time for my items?

Normal lead time is 5–10 working days from approval of the digital proof. The detailed order confirmation that you receive after placing your order will give you an actual delivery date.

How do I track my order?

We communicate with you throughout the process and our friendly team are available during office hours.

Can I arrange a timed delivery to my event location?

We offer pre-10.30am, pre-12 noon and same-day delivery at extra cost.

I don’t have space at my office to store my order before/after my event, can you help?

We can store your merchandise and give you an online portal to call off what you need, when you need it. See more information here.

What is your returns policy?

Unfortunately, we cannot offer returns or refunds for our branded promotional products unless these goods are faulty, have factory defects, or have been manufactured with the wrong specification.

We always advise customers to order a pre-sample of a promotional item of your choice and view the proof you receive from us carefully. This allows you to see, feel, and touch the product before ordering a larger quantity.

🎨 Customising & Design

When and how do I add my custom artwork? What file format do you need?

You have the chance to add your file at the basket. We accept files in: vectored PDF, EPS or AI.

Can you match the branding to my specific company brand colours?

Yes, we usually work with Pantone(r) references – so if you have those, that would be helpful.

✅ Proofing & Approval

Can I see a digital mock-up before my order goes to print?

All orders are proofed before anything is printed. This will be sent to you by an experienced account manager, and you can make as many amendments as needed until you are completely happy to sign off.

What if my branding looks blurry or pixelated? Will a human check it and help me fix it before the whole order goes to print?

All orders are checked by a dedicated account manager who will make sure everything looks right. If it doesn't, we will contact you straight away and talk you through the solutions we suggest to make sure you get the best merchandise for your brand. You will get a digital proof showing you your logo and how it looks on the product before we go to print.

What is the process and timeline for approving proofs?

We aim to have a proof emailed to you within 24hrs of your detailed order confirmation. You can amend your proof and receive a new one – again, we aim to deliver proofs within 24hrs. You have no restrictions on the number of amendments you can make to your proof, but be aware that the proofing process will affect your bulk delivery time.