Frequently Asked Questions

IS THIS CUSTOM PRINTED SHIRTS OR SAVAGE LONDON?

Custom Printed Shirts is a part of Savage London. 

Custom Printed Shirts is the domain name only for processing Custom printing & embroidery. Custom Printed Shirts is  100% part of Savage London which is the legal entity. 

But operate under the same roof and on the same premises.

Savage London is the main Brand which produces it’s own clothing.

Our customers were asking us to produce the same high quality printed products but as custom prints. After many years we separated Custom Print service from Savage London.

HOW CAN I PLACE MY ORDER?

Here are the options for placing your order:

  •  Online designer

You can place your order through our Excellent Tool – Online Designer on customprintedshirts.co.uk You will get an automatic discount options depending on your final quantities.  You can access to our extensive graphics library with shapes and design ideas as well as the many varieties of print types.

  • By Email

You can place your order by email at onlinestore@savagelondon.com (Please note if you haven’t received reply from us within 24 hours on working days it means we haven’t received it, so please send us another email or give us a call to confirm). 

When you are sending an email to us please write the basic information so we can give you the right quote. Please provide following details:

Your name, Your phone number, What Design you want to Print, Quantity, What garments you want to print.

Please note! If we receive an email with attached image and no message inside, or very poor request with one line with no name and details, we do not reply to such emails! If you can’t provide proper details by email for whatever reason then just call us on 020 8450 1335

  • Over the Phone

You can place your order over the phone. Just give us a call and talk to a real person and not to an automated robot. Our phone line is open from Monday to Friday from 9am till 5pm, Saturday from 10am till 1pm.  Our phone number is 02084501335

HOW CAN I PAY FOR MY ORDER

We accept following payment options:

  • If you place order online you can pay with your debit or credit card or by PayPal
  • If you place order over the phone or by email you can use payment methods listed above plus or by direct Bank Transfer.

If you place order over the phone or by email please note following:

We do not issue invoices before you’ve placed an order and made your payment.  We do attach hard copy of invoice to every single order on the completion which goes out with the package.

If you need an electronic copy of your invoice you can request it by email by providing your name and order number.

WHERE IS MY ORDER?

If you’ve placed your order  which is a Stock Item, you should receive your order:

  1. Within 3-6 working days if you chose Standard Shipping  (2-3 days processing time + 1-3 days shipping time by Royal Mail).
  2. Within 1-2 working days if you chose Express Shipping (orders placed before 11am on working days will be dispatched the same day, orders placed after 11am will be dispatched the next working day latest.
  3. Within 2-3 working days if you chose Click & Collect.

If you’ve placed your order and chose Non-Stock Items, you should receive your order:

  1. Within 4-8 working days if you chose Standard Shipping  (3-5 days processing time + 1-3 days shipping time by Royal Mail)
  2. Please Note that non-Stock Items are not Illegible for Express Shipping.
  3. Within 4-8 working days if you chose Click & Collect

If you chose Shipping option on the checkout  then you will receive an automated email notification after your order has been dispatched. If you haven’t received this email please check your junk folder.

If you chose Click & Collect you will get an email or call from us with confirmation for collection. Please do not attend/call for collection until you have had the notification.

Please note that we post most of our orders via Royal Mail Sign For Service. This service usually takes 1-3 working days from dispatch to receiving the order, but in some very rare cases parcels can be lost.  If you are still haven’t receive your order within the lead time indicated above please let us know. We will require a minimum of 14 days before making a claim with the Royal Mail on your behalf.

Most of bulk orders  are being shipped via DPD  and it’s usually takes 1-2 working days from dispatched to receiving your order.

Please note, it’s essential for you to provide correct details on the checkout such as email address and phone number.  In some cases we need to contact you to confirm order details of your design or other any other issues. So please provide your contact details during working hours, as we also go home after work!

I RECEIVED MY ORDER AND I'M NOT HAPPY WITH IT.

If you’ve received wrong garment, wrong colour or wrong size, please first check your order details, sometimes due to rush or distraction our customers make a wrong order themselves. If your order is correct but you’ve received the wrong garment please email us with full details of your order (name, date, order number, details of the wrong garment). Irrespectively, you will need to fill the COMPLAINT FORM and we will contact you within 48 hours after we’ve investigated the issue. The same applies to print position, size or colour. All complaints must be submitted through our  COMPLAINT FORM. No exceptions.

IMPORTANT: before you place your order PLEASE you can check FULL INFORMATION about size, quality, colours of all garments we offer for customization.

CAN I EXCHANGE OR RETURN MY ORDER?

All custom printed garments were made specifically produced for you and only you. All garments printed for our customers have no any commercial value to us what so ever.

You CAN ONLY Exchange Or Return your order if:

  • We printed the Wrong Garment
  • We Printed Wrong Image/Design (means printed Image which you didn’t provide)

You CAN NOT Exchange Or Return your order if:

  • You’ve changed your mind and don’t want your order any more.
  • You provided low quality image and you are not happy with print quality. Please note: we do not take responsibility for the quality of the supplied artwork. (Please read section above “What is Artwork”)
  • You do not like quality of the garment.  We cannot satisfy all customers as everyone has different taste and expectation. To avoid this situation we highly recommend that you read the PRODUCT INFO section. If you would prefer to have different garment to be printed you can supply your own garments.
  • If the garment is used, worn or washed. Even if the print is wrong or it was supplied in the wrong size or colour. We do not accept used garments!
WHAT IS ARTWORK ?

Artwork is the graphic file which can be created in many different ways in many different types of software from your desktop, laptop or even on a mobile phone.

When we ask you to provide artwork it means you need to send us a good quality ready to print image which can be logo, text or just  normal image such as photograph.

What type of graphic files do we accept?

We accept most of the files such as   .JPG .  PNG  .SVG  .AI  .CDR   .TIFF   .PSD    .PDF  .EPS   .RAW

What is Vector File?

There are 2 different type of files

  • Vector File (.svg  .ai  .eps  .cdr  .pdf)
  • Raster File (.jpg   .png  . tiff .raw).

The main difference is that Vector file is a graphic file which was created with vector points connected together. Raster file is a file which made out of pixels. In other words, if your artwork was created as a vector file you will be able to use the same file for anything, e.g. printing banners of any size, printing clothing, doing embroidery, change colours in your design with a few clicks. Vector File does not loose quality of the image despite the size of the print. Raster File is restricted in a size and quality of the print and also in changing details of the design such as colour or font type etc. 

In order for us to do some changes in your vector file if required, you have to provide a proper vector file. What does it mean? It means that your design should be created as a vector graphic. Quiet often we get emails from our customers saying they have a vector file such as .ai or .eps or .svg for example. When we open it we can see that customer simply got raster image such as .jpg or .png and saved it as a vector file. This type of files are not truly vector graphic.

Images on the Left are Vector Graphic –  Images on the Right are Raster Graphic (image) saved as a vector file.

On the left you can see that Logo which was made as a vector file and saved as vector file, you can see outline of the shape.

On the right you can see Logo which was made as a raster image as saved as a vector file, you can see outline of the raster image which is always just a square or rectangular. 

What quality of the artwork do you need to provide?

If it is a raster image such as .JPG  or .PNG we ask you to provide it with good resolution preferably 300dpi but 150dpi or even 72dpi are also acceptable  depends on the size of your image and on the size you want it to be printed.

Below you can see example of the same image saved with different resolution in 2 different size images.

Small Size Image

Image size 10 cm was saved with different resolution. As you can see the quality in 72dpi reduced significantly. 

Large Size Image

The same image but size 20 cm was saved with different resolution. As you can see the quality reduced but not catastrophically. This image can be printed even with 72dpi resolution and it will look fine on a garment.

If you don’t have a good quality image it might look pixelated when it will be printed on the garment.

Please note, we do not take responsibility for the quality of your artwork.

If you are not happy with your artwork and you want us to adjust it please READ THIS GUIDELINE regarding our GRAPHIC DESIGN service. Please note we are here to help and realise your design. 

I don’t want to have a background, how can i remove it from my artwork?

If you have a Vector File as your artwork then we can remove or change colour of your background or any elements and there won’t be any extra charges for doing that. But quiet often you find images online or you made yourself on some mobile app or you had a friend who did it for you, but now you are stuck because you don’t want the background to be printed on the garment. Below you can see the difference of the print with background and without it.

Explanation what is background on printed image looks like.

Can you remove background or change colour of my artwork?

Yes absolutely! We have inhouse graphic designers that can resolve this as well as any other issues with your artwork.

If you have a Vector File, then there won’t be any charge for changing colours or removing background.

If you have a raster file such as .png or .jpeg then we might charge you for background removal or any other adjustments. We will always advise you of this first, so you can decide and make the call.

I'M TRYING TO CONTACT YOU AND I DON'T GET ANY REPLY

We highly value and appreciate our customers. Our clients are the most important part of our business. Sometimes, quite rarely, you may not be able to reach us.   

We do not have robotic automated phone answering machines or automated emails or frustrating and pointless “live chats”. All our communications with you are done by real people.  We are always answering phone calls and replying to emails. Emails are usually replied within 24-48 working hours, at the latest. But sometimes, as you know, technical issues can occur and we simply could miss your call or email or such. Please follow up and call or email again. We are definitely here and working flat out.

You can reach us by phone +44 208 450 1335 (because we don’t use answering machines sometimes phone can be engaged with other customer, please be patient and try to call later or send us an email with your phone number and we will call you back).

You can reach us by email  onlinestore@savagelondon.com If you do not receive a reply from us within 24-48 working hours – then more likely email got lost on the server and we haven’t received it yet or it could get lost within other emails as we receive hundreds of emails every day.

We appreciate your custom and your patience.

CAN YOU PRINT ON MY OWN GARMENT?

Yes! Our main focus is for the client to get exactly what they want and how they want it. You can supply your own garments and we will process the order the same way as our own supplied garments. This is more time consuming and more challenging work as all orders have to be placed through our members of staff individually and naturally need more attention than standard orders. We are happy and proud to be able to do this for our clients.

All you need to do is to contact us by email or by phone, discuss your order and supply your garments. Lead time, price, type of print and other details have to be and will be different each time as we have  personal approach to such orders. Please see our contact details HERE

PLEASE NOTE:

WE DO NOT TOUCH NOR PRINT ON UNWASHED AND UNHYGIENIC GARMENTS.  WE CANNOT TAKE ANY RESPONSIBILITY FOR ANY FORM OF DAMAGE WHAT SO EVER WHEN WE PRINT ON YOUR GARMENTS. OF COURSE WE ALWAYS TEST AND ADVISE & TAKE GREAT CARE FOR  SUITABILITY BEFORE PRINTING.  BUT THE FINAL RESPONSIBILITY RESTS WITH THE CLIENT AND NOT SAVAGE LONDON.

CAN I GET MY ORDER PRINTED TODAY? ALL ABOUT FAST TRACK.

The quick answer is YES! We are one of a very few companies in London who provide a Fast Track Service.

However it comes with some restrictions,  rules & costs:

  • All fast track orders have an extra charge of 25% to our Standard Service Prices.  You can choose this option at our checkout page if the order was placed online or will= apply this charge automatically if order was placed over the phone or by email.
  • If you place an order online before 11am and Choose Fast Track  we will dispatch it the same day or you can choose Click & Collect Option and come to pick it up on the same day from 3pm till 5pm
  • If you place an order online after 11am and Choose Fast Track we will dispatch it the next working day or you can choose Click & Collect Option and come to pick it up the next working day from 1pm till 5pm 

If you have an emergency situation and none of the above options fit into your time frame  please give us a call and we will do our best to accommodate all possible alternative options and get it sorted for you.