FAQs – Jumpstart Company

Printing & Production

What is your MOQ for customised clothing?

For personalised clothing the minimum order amount depends on the customisation method you are using!

For DTF/DTG Printing the recommended minimum to access bulk pricing using our online customiser tool is 10 prints. However, you can sample from 1 unit.

For EMBROIDERY we have a fixed minimum of 20 embroidered items.

For HTV Vinyl prints, including 4D Silicone, 3D Puff, Reflective and more the minimum is 10 items.

Can I get a physical sample before placing a bulk order?

Yes! We do samples! We also do TEST PRINTS on all orders where neccessary.

If you would like a DTG Printed sample you can order this directly through our product customisation tool online.

For other customisation methods excluding embroidery we offer sampling, just send us an email, submit an enquiry or contact us through the live chat.

For EMBROIDERY unfortunately we cannot offer single unit samples as the fixed minimum is 20 units. We do however run a sample with every order above 20 units, free of charge.

I just want customisation. Can I supply you with my clothes

Unfortunately we don't accept self supplied garments. This is due to unfamiliarity with the item supplied meaning we cannot test the item vigorously to ensure that it meets the standard of the garments we supply.

How long does production take?

Generally all production takes between 7-10 working days (excluding weekends).

What are your maximum dimensions for customisation?

For DTG Printing

Large Print Area W35cm by H45cm
Small Print Area W27cm by H27cm

*please note print areas that do not have a flat surface will have varying print area sizes.

For Embroidery

W25cm by H25cm

For DTF Printing

W29cm by H45cm

For HTV Vinyls

W30cm by H30cm

For Embroidered Patches

W15cm by H15cm

Can i order a combination of plain and customised garments in the same order?

Yes, you are able to order a combination of both. Your order will be fully shipped when the entire order is ready.

If you want the plain garments shipped ahead of time, please contact us via email with your order number.

I placed an order. Can I change it?

You have 24 hours from the time you place your order to make changes. Once this time has passed your order can no longer be changed.

To change your order please email us as soon as possible.

Can i choose from multiple garments for customisation

Yes, there is no limit to the number of items you can customise in a single order.

Are there any specific washing instructions for customised garments

Yes. The washing instructions for your order will always be included in a confirmation email once your items have shipped. You will also receive wash cards with your order.

Generally we recommend 30 degree wash, no bleach or conditioner, and inside out on a gentle cycle to ensure a long lasting customisation.

I would like to see my logo digitally on an item, can you make this for me?

You can use our product customiser tool located as "CUSTOMISE" under every product in our store to create a free digital mock up of your design.

For more complex tech packs and mock ups we can help you create these at a fee.

General Enquiries

Can I visit your production facility?

Unfortunately we do not do showroom/factory visits.

Can i order plain samples?

Yes, all our items are available to order as plain samples to test the garment before manufacturing a bulk order.

What is the shipping time for blank samples?

For all items in stock, and ready to be shipped your items will be shipped within 1-3 working days.

If an item is out of stock, we will contact you to make you aware.

Can I return blank samples?

Blank samples can only be returned for the following reasons

Incorrect Size
Incorrect Colour
Incorrect Item
Faulty or Damaged goods

As all items are split from their packaging when ordering blanks and can no longer be sold, we advise you to ask us any questions you may have so you get the right items. We're happy to help.

I have a deadline, can you meet this

We do our best to ensure all orders are delivered promptly and on time.

If you have a deadline that is very important, please contact us so we can put a special note on your order.

For rush orders we charge a fee starting from £25.

How can I be sure my products will come out as expected

Our team is highly skilled when it comes to bringing ideas to life. That being said communication is key when it comes to satisfying our partners.

We stay in frequent contact with you after your order is placed, sending test prints, production videos and other information that allows you to provide feedback to ensure you are happy with the end result.

Can I collect my garments?

At our discretion we do allow garment collection.

Do you offer eco friendly and sustainable clothing?

Yes, we have a whole range of sustainable garments in order to meet your brands specification.,

What is your policy on reprints or refunds for defective products?

All faulty goods will be reprinted/remanufactured free of charge.

I Don't Have A Design Yet, But I Know What I Want?

At this moment we don't offer the full service of design creation however our in house graphic team is happy to help with simple requests (charged at a fee).

Payments, Shipping and Order Status

What methods of payment do you accept?

We accept all major payment methods.

If you are ordering through the online store you can pay via credit, debit card or paypal.

If you would like to pay via invoice we also accept bank transfer.

When do i pay?

All payments are taken at the time of ordering your products.

How long does UK shipping take?

Shipping within the UK takes 1-2 working days.

Small to Medium Sized Packages are shipped via Royal Mail Tracked 24/48

Larger Packages are shipped via Royal Mail or DPD.

We always send every item tracked so you can follow your package status closely.

How long does International shipping take?

International Shipping time depends on your country.

Europe : 4-7 days

Rest of World : 5 -10 days

Do you provide tracking information for orders

Yes, all orders are shipped with full tracking information provided.

Will I pay custom charges?

Orders shipped outside of the UK are liable for custom charges.

So as to maintain the profability of your company, we have set up the ability to pre pay the custom charges for you via invoice meaning your items will not be held at customs.

If you would like to use this service contact us at global@jumpstartcompany.co.uk and we can estimate how much your custom charge will be.

What happens if my package is lost in transit?

We are happy to offer a service where less than 0.5% of our packages have ever been lost in transit.

Though rare, mistakes can happen. We taje full responsbility of your order - from our door to yours. Any orders lost will be replaced free of charge after investigation.

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