Delivery, Production and Refunds
Delivery, Production & Refunds
At Salix Embroidery & Graphics, we aim to make your ordering experience smooth, transparent and reliable. Below you’ll find all the key information about production times, delivery, and our returns policy for both personalised and non-personalised items.
If you have any questions at all, our team is always here to help:
01487 840222 | sales@salixembroidery.co.uk
Production Times
Most of our orders are made to order, especially embroidered or printed items.
Our standard production lead time is 7 -10 working days from:
- receipt of payment, and
- receipt of all materials/artwork required to produce your order.
During peak seasons (such as September–December), production times may extend slightly, but we will always keep you informed.
If you require an order for a specific date, please contact us before placing the order so we can confirm availability.
Delivery Information
Delivery Charges
Our standard delivery charge is £8.40 per order.
While we always do our best to keep shipping costs as low as possible for our customers, we do need to work within wider changes in postage and courier pricing to ensure our service remains fair and sustainable.
If you’re local to us, you’re very welcome to select Local Collection at checkout and pick up your order directly from us at no additional cost.
Delivery Methods
We typically ship using Royal Mail or FedEx. All shipments include tracking where possible. Estimated Delivery Times
Once your order has been produced, UK delivery normally takes:
- 1–3 working days for standard delivery
- Next-day options may be available on request
Delivery times are estimates only and may be affected by courier delays or circumstances beyond our control. While we always do our utmost to meet expected dates, Salix cannot accept liability for delays once goods have left our premises.
Missed, Lost or Damaged Parcels
If your parcel does not arrive within the expected timeframe, please inform us within 7 days of the dispatch notification so we can investigate with the courier.
If items arrive damaged, please notify us within 48 hours with photographs of the packaging and product so we can assist you quickly.
Back Orders & Stock Availability
If an item you’ve ordered is out of stock, we will contact you with the option to:
- wait for the item to restock
- choose an alternative product
- or cancel that part of your order for a refund
We will never substitute a product without your consent.
Returns & Refunds
Because the majority of our products are personalised, our returns process follows UK law for custom-made goods.
Personalised Goods (Embroidered or Printed Items)
Items that have been personalised cannot be returned or refunded unless they are faulty. This includes any product featuring;
- logos
- names
- initials
- bespoke designs
- club or team branding
- custom print/embroidery positions
Once an order for personalised clothing has been placed, it cannot be cancelled, changed, or refunded after production has started.
This is in line with UK consumer law for made-to-order goods.
If Your Personalised Item Is Faulty
If we make an error in the production of your personalised item, we will:
- replace the item free of charge, or
- issue a full refund of the purchase price
To report an issue, please contact us within 3 days of delivery with details and photos so we can resolve it promptly.
Non-Personalised Goods
Non-personalised items may be returned within 14 days of receipt provided they are:
- unused
- unworn
- in their original packaging
- in re-saleable condition
Return postage costs are the responsibility of the customer unless the item is faulty. Refunds will be processed once the goods have been received and inspected.
Customer-Supplied Garments
We’re happy to embroider or print items supplied by you, but please be aware:
- We cannot replace or refund the garment itself if something goes wrong.
- Our liability is limited to the cost of the embroidery/print only.
- Printing can temporarily leave a press mark which usually disappears after the first wash.
Every care is taken, but all work on customer-supplied garments is undertaken at your own risk and a disclaimer must be signed prior to production to confirm acceptance of the terms outlined above.
Order Errors & Measurements
Please check sizes, colours and artwork carefully before approving your order. Garment sizes can vary between manufacturers; if you are unsure, we recommend checking size guides or ordering samples first. Salix cannot accept returns for personalised items ordered in the wrong size or colour.
Cancellations
Orders for personalised products cannot be cancelled once production has begun. For non personalised goods, cancellations may be possible if your order has not yet been dispatched, please contact us as soon as possible.
Our Contact Details
Salix Embroidery & Graphics
93 High Street, Somersham, Cambridgeshire, PE28 3EE
See our full Terms & Conditions.
