FAQ’s
FAQS
Your questions answered here. If you are still unsure of something, get in contact with Customer Service on +1 (646) 813-7955 or on [email protected] (NOTE: customer service office is open Monday-Friday from 09.00am to 17.30pm)
GENERAL FAQs
We do not have a price list, as we have over 17 million options of products and design options. For an accurate quote please call our customer service team on +1 (646) 813-7955 or on [email protected]. For immediate service there is also our chat tool to help
On most pieces our minimum order is 15 pieces. We do for the schools kit have minimum orders of 100.
We accept payments by CHAPS, BACS , Cheque or Card. To pay by card you can either make the payment over the phone or pay online securely through worldpay with your ProForma invoice. We accept Visa, MasterCard, Solo, Delta and many more payment methods via worldpay. We are unable to process Visa Electron and American Express cards.
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us. Our site is secured by Alpha SSL encryption.
You are able to get multiple quotes of products by selecting your products and hitting “get a quote” button. If you have already filled out one form, your details will automatically appear (in that live session). Alternatively call up customer service on 020 8459 3260 for immediate multiple quotes.
We endeavor to get your products to you on the timings that you request. We have an express and standard delivery service. For more information please call customer service 020 8459 3260. There are flexible delivery options which we are able to work with (split deliveries, palletized options, deliveries to multiple locations).
Yes. Please request this to the customer service team, or on your order form.
Unfortunately we cannot create any computerized images or physical samples of your bag without an order being placed. If you require a physical sample sign off, you have the ability to request this from customer service (there is an additional charge for this service – variable on product request).
With our online artwork approval service, you have the ability to see a computerized image of your product with the imprinted design. You will then have the ability to make as many changes as you want to it – position, color and sizing.
Please note that no order can be processed unless a final artwork approval is signed off by the customer. It is therefore the customer’s responsibility to approve the artwork in a timely manner to meet delivery requirements.
Yes we can. If you have looked at our stock items and cannot find what you are after, we have a custom make service called “Create Your Own” You can use the online service to create your dream product. If you still cannot find what you are after e.g. fabrics, colors etc we can custome make for you. The best way is to call up our expert create your own team on 020 8459 3260 or email [email protected]
All bags can hold in excess of 10kg. (The maximum carriable weight according to international standards is 10kg). All bags are stitched with a double stitch ensuring maximum strength.
PRODUCT FAQs
Once you have sent us an inquiry – including your artwork (when possible) – and special requests (labeling, options, fulfillment, delivery etc…)
1. We will send you a quote and if you require it, a digital a mock-up. Normally quotes are generated on the same day, or next day but special make requests could take a big longer.
2. If you approve the quote, we will ask you to sign the order form (digitally) and we will send an invoice and final digital artwork for your approval.
3. Once the payment is received or payment terms are agreed with our finance team AND your digital artwork is approved we will proceed to sampling or full scale production
4. You do have an option to request a photo or video (for larger orders) of the product before production or a sample to be physically sent to you. This adds time to your production process, and can incur costs
We deliver via sea freight, air freight, and for very urgent requests, via courier. We recommend sea freight as you can save up to 97% on your carbon footprint by planning ahead.
For European deliveries these are routed through our hub in Belgium.
For UK deliveries these are routed through our London based warehouses.
For ROW deliveries these are sent directly from our Indian hub or routed through the UK depending on the country of destination.
We endeavor to get your products to you on the timings that you request. We have an express and standard delivery service. There are flexible delivery options which we are able to work with (split deliveries, palletized options, deliveries to multiple locations).
Lead time depends on the complexity of the order and the chosen shipping method. It can range from anything from 10 days to 12 weeks but the majority are between 2 – 4 weeks from all approvals.
A pantone chart is available here however be aware that colors displayed on your computer’s screen might differ from reality.
If you require us to match your order dyed to pantone we strongly recommend you send us a physical swatch to match. E.g. a printed card, or a piece of fabric, or a printed paper.
Some prints will be done using differing inks and methods depending on your artwork and the color of the substrate material. We use environmentally friendly inks which are non-toxic, and REACH compliant.
Artworks must be sent in high resolution format, at least 300-400 pixels (dpi). All colors must be in uncoated pantones (U numbers on the pantone chart). We accept files in: PDF, AI, PSD, TIFF, EPS (note as Jpeg files are a form of compression, they lose resolution each time they are opened and saved. Please do not use jpeg files for reproduction purposes).
Unfortunately we cannot accept low resolution artworks. However we have a graphic design service that can re-draw it at a cost. Just ask your sales manager.
Both methods have advantages depending on the result you are looking for. Screen printing gives a traditional finish, with softer colors and look. Digital is more bright and crisp.
Screen printing:
Screen printing uses1 screen per color. A screen will apply 1 color and you can print up to 7 colors per project. Screen printing is used to print on all sort of material such as textiles, plastic, paper and latex.
Digital printing:
This is a modern process that is monitored by a computer. Images are analysed and converted into a format which can then be printed directly onto the fabric. This process allows to print more detailed artworks. Since there is no screen to be developed prior to printing, it is faster than screen printing however more expensive.
Yes – we can do full, all over printing because we manufacture all our products on order. We can print fabric edge-to-edge prior to stitching the item unlike other stockists who have finished goods which are over-printed.
Velvet, deadstock leather, faux leather can be debossed or embossed.
Dead stock are fabric left-overs from previous production that we can use to do handles, pockets, lining etc… as a sustainable company, we make sure nothing is wasted.
We are proudly producing our bags in our own factory in Pondicherry, India. This allows us to control our supply chain and be ethical and sustainable. 90% of this workforce are women who work in all levels of seniority.
Of course you can. Ask one of sales manager to help you on this matter.
Yes we can. Please ask our team of experts for advice. We might need to use the digital printing method for this.
Of course you can, you can print your handles and pockets too, everything is possible as we manufacture the item on order.
Yes, we use foil print, glitter and metal print.
Yes this is possible at a cost, please ask your sales manager.