Cressex Embroidery and Print Customer policy

  • All orders must be placed via email. Any correspondence relating to order queries, payment, or general enquiries must come to our sales email address: sales@cressex.net We will respond to email enquiries within 24 hours (excluding weekends). If you have not received a reply, your email may have gone into our spam folders. If this happens, please call to confirm we have received your enquiry. We will not accept telephone orders or paper orders. If you visit our showroom to place an order, we will confirm the quote by email before accepting the order.
  • Any phone correspondence must be through our office landline 01494 519900. This number is only monitored during our office hours 8:30am to 4:30pm, Monday to Friday.
  • Our showroom is open for viewing our products and collecting orders from 8:30am to 4:30pm. We may also invite you to our showroom to approve samples.
  • Artwork must be supplied via email before a quote is produced. We do not take files from usb sticks, external hard drives or other portable storage devices for virus protection and security of our network.
  • Artwork files must be supplied as high-quality jpegs. All embroidery files will incur a digitising fee. All print files will incur a set up fee unless a vectorised file can be provided.
  • If your files are too large to send as an email attachment, please use an online file transfer service such as we transfer or google drive.
  • It is the responsibility of the customer to ensure that their artwork does not breach copyright. All artwork must be an original design or the customer must obtain the correct licensing to use copywritten images and logos.
  • We do not have the facilities to discuss designs on-screen in person on the spot. Any discussion about designs will be via email or over the phone unless we schedule an in-person appointment.
  • Any new designs need to be sampled before the order is confirmed. Order deadlines can only be confirmed after the sample has been approved. The set-up charge must be paid before the design is sampled.
  • We encourage customers to view items of interest first hand before printing or embroidery is applied. Samples are available to take away and examine at leisure. A deposit may be required which will be reimbursed after the samples are returned or deducted from the total cost of an order. If delivery is required for samples, the delivery charge will not be reimbursed. Samples must be returned in the same condition.
  • All orders will be produced as per the approved quotation. Any changes in size, quantity, price or item type must be made before the quotation is approved. Any errors in the quotation must be pointed out before confirming the order.
  • Customers who wish to have their own items embroidered or printed must bring their items to our showroom so that we can assess their suitability before confirming an order. Please be aware that due to the nature of our machinery and decoration processes there is a risk of damage to your items. This will be discussed with you before we confirm your order. We can only accept new or unworn items due to potential risk to our machinery. Any dirt, hair or other foreign materials on used clothing can get into the mechanics of our embroidery machines and can transfer via our machines and heat presses onto other clothing from other customer orders. This is particularly important when animal fur and hair is concerned as these are common allergens that we do not want to pass on to our staff and customers who may have serious allergies.
  • Delivery via DPD is available at an extra cost. We are not responsible for ensuring the delivery of parcels. Once the order leaves the Cressex Embroidery property, it is no longer in our control. We are not responsible for lost parcels or damage that occurs outside of our premises. A DPD consignment number can be requested to assist in tracking down orders.
  • All payments must be made on approval of the quote. We cannot take payment on collection unless agreed prior to placing the order. We cannot keep payments in advance for future orders. Please enquire about setting up an account for your company.
  • Refunds may take up to 30 days to process and will only be issued after we have received and checked the products. Refunds will not be given in the case of the customer changing their mind. Moreover, we cannot give refunds for embroidered, printed or customised items if there is an issue due to the fault of the customer or something beyond our control.
  • We work to a standard 7-10 working day turnaround. This can increase during peak times or for large quantity orders. This will be discussed upon placing the order. This turnaround time begins once we have received payment and any samples have been approved.
  • If you have an event or deadline that needs to be met, this must be made clear at the time the order is placed. We cannot expedite production after the order has already been confirmed.
  • All products shown on our website and in our showroom are subject to availability. Product availability may change without prior notice. Should a chosen item be out of stock or become discontinued, the customer will be notified, with the option of choosing an alternative or cancelling the order.
  • The quality of our products is important to us; therefore, all orders are checked to a high standard. In the unlikely event of quality issues relating to the standard of a product(s) supplied by Cressex Embroidery Ltd, the customer must notify us immediately. Quality issues must be raised with us in writing within 7 days of collection/despatch. Then, the product(s) will be reviewed by us and if the product(s) is damaged through no fault of the customer, or anything beyond our control, the option of a replacement or refund will be discussed.     
  • Where a sample is supplied, the customer must fully test the item and chosen method of branding. Approving the sample will be confirmation that the customer is happy to proceed and sufficient checks for colour, washing and sizing have been made.
  • Where clothing, safety and protective equipment is purchased, the responsibility remains with the customer to ensure items meet their required safety standards and regulations. Cressex Embroidery will not be liable for any accidents or incidents as a result of supplied items.
  • Cressex Embroidery Ltd endeavour to ensure product details and specifications, as well as colours and photographs accessible via the website and promotional materials, are accurate. Although every effort will be made to create a true representation of products, this cannot be guaranteed in all cases. Colours and sizes must be used for guidance only. We have the right to make changes to products available, as well as adjust pricing, without prior notice.
  • The use of Discounts and Special Offers must be made apparent whilst placing the order. We reserve the right to refuse Discounts and Special Offers if they are brought to our attention after price confirmation. Discounts and Special Offers can only be used once, per customer, and the order must be placed before the expiry date.
  • Cressex Embroidery Ltd will not accept under any circumstances liability for delayed or prevented orders due to reasons out of our control.
  • Trademarks, service marks and trade names on this website are the property of their respective owners.
  • We have the right to refuse custom to any company, group or individual who does not adhere to this policy.
  • Inappropriate or threatening behaviour towards our staff will not be tolerated.

Complaints can be made to sales@cressex.net where they will be reviewed by a manager. We will work with you to reach a satisfactory solution.