01908 630900
info@dtmerchandise.co.uk

Terms & Conditions

Shipping

At Dynamic Threads we aim to dispatch all orders within 48 hours. Customised orders will be dispatched in approximately 4 – 5 working days depending on stock levels and order volumes.

Delivery times may vary depending on the destination, however approximate delivery times are as follows:

  • UK: 5 – 10 Days
  • Europe: 10 – 14  Days
  • Rest of the World: 14 – 21 Days

All of our smaller orders (below 2kg) are dispatched via Royal Mail. For peace of mind, a unique parcel reference is allocated to deliveries where the customer has selected a tracked delivery. This reference will be included in the dispatch conformation notification that is sent out once orders are complete. Please note that the ‘Signed For’ system is not a full tracking service and the information given will only update on the website if a delivery has been attempted and either missed or signed for.

Any orders where the customer has selected the standard (untracked) delivery option will still be provided with a dispatch confirmation, however this will not include any parcel information. Royal Mail do not allocate references to parcels that are sent via their standard service so we strongly advise to use the benefits of a tracked delivery. Please note that if an untracked parcel becomes lost we reserve the right to refuse any claims for replacements based on the grounds that we are unable to determine whether the parcel has truly been lost or has in fact been delivered without our knowledge. If this should occur, we will review the situation based on each individual order claim and notify the relevant party of our decision.

For all UK orders in excess of 2kg we will dispatch via DHL Parcel UK. These deliveries are fully tracked and our courier should notify you of your 1 hour delivery slot on the morning of your delivery. Please ensure that either your phone number or email address has been provided when ordering so we can pass this information on to the courier.

Once your order is complete we will issue an automated dispatch confirmation directly from our store. If a tracked delivery has been selected then this email will contain your tracking details.

If your delivery has been missed our couriers should leave a collection card where you can either contact the courier quoting your reference number to arrange a re-delivery or visit your local collection point.

We are unable to leave notes for our couriers to leave parcels in safe places due to the requirement of a signature. If you would like your parcel left in a designated area, or would like to collect them from the local collection point please visit either the Royal Mail or DHL Parcel UK websites quoting your reference number to amend your delivery.

If your parcel has not been received within 14 days in the UK, or 21 days for the rest of the world, please contact one of our sales team at: info@dtmerchandise.co.uk.

Any parcels that return undelivered or uncollected will require an additional shipping charge before being dispatched again.

Returns Policy

Brand Apparel orders:

If you are not 100% satisfied with your purchase, you can return the product for a refund or exchange the product for another of the same value. Returns and exchanges will only be available if the following conditions are met:

• All items must be returned with a copy of the original packing slip and the original packaging. If the packaging has been unsealed and the garment removed, please include the old packaging in the return parcel where possible.
• All items must be unworn, unwashed and in its original condition.
• Contact must be made within 24 hours of receiving your order. This can either be done via the contact form on our website or via email. Please ensure your order number is quoted as the subject of your return notification. All items that arrive without prior notification will not be subject to a refund or exchange.

If the above conditions are met you may return your item for a refund or exchange for a different size or colour. If an exchange is selected you will not be subject to a restocking fee, but extra shipping charges may occur. If you wish to exchange your item for an alternative garment, please select a garment of similar value as any differences will not be refunded. If the above conditions are not met, we regret to inform that we are unable to process any claims for exchanges or refund. A restocking fee will be applied for all refund requests (details below).

Custom Merch orders:

Unlike our Brand Apparel orders, customised merchandise cannot be cycled back into stock. The only instances where we can accept returns for merchandise orders are as follows:

• Your order has arrived faulty (damaged or misprinted)

•  You receive a delivery which does not match your order

If your order has arrived faulty, please include supporting photographs in your email communication so we can make an initial assessment of the faults. All notifications for faults and returns must be made within 24 hours of receiving your delivery. Failure to notify us within 24 hours would be seen as though the order has been inspected and accepted in which we are unable to offer refunds.

Once the return has been accepted, please ensure your order arrives with us within 14 days of the original delivery. Please note that the items must arrive back at our office for a full inspection before any refunds or exchanges can be actioned.

We may offer to provide free replacements for any misprints which the customer is able to either accept or refuse.

For all custom merchandise orders where a low resolution image has been used (as detailed above) we are unable to offer returns and refunds on these garments due to the acceptance of image quality.

Restocking Fee

Brand Apparel orders only:

All refund requests are subject to a 15% restocking fee which will be deducted from your refund. The restocking fee will increase to 30% if your garments have personalised names on the back as we are unable to return them to stock.

Please note shipping costs are not refunded unless a garment is delivered damaged or you receive an item which you did not order.

3rd Party Damages

Once deliveries leave our office, Dynamic Threads have no control of how your parcel is handled as it travels through the courier network. We reserve the right to disqualify damage claims if we believe the damage was made in transit by couriers. In the occurrence of this event, we will raise a damage claim with the specified courier including any supporting documentation for proof of purchase and dispatch. Photographic evidence of the damage will be requested so we are able to include them in the claim. Please note that once a damage claim has been filed, we are unable to offer any refunds until the claim has been processed.

Customisation Artwork

We take pride in producing the highest quality merchandise for our customers. With this in mind, we have included a ”low resolution” warning within our product customiser. Please take note when this warning appears as it indicates the quality of your image may affect the print quality for your product. If a higher resolution image is available please please use it, or contact your designer to assist in improving image quality.

Customers are still able to proceed with their order using a low resolution image, however if you choose to proceed then you will be accepting that the results could potentially be of a lesser quality. With this in mind, Dynamic Threads hold no responsibility on the outcome of your garment and will print as instructed.

Ensure to check your image thoroughly for mistakes or pixelation before submiting your order. We can accept transparent PNG, SVG or JPG files however the resolution of a JPG is usually of a sub-standard quality and images that are received at 72DPI will not be accepted. We highly recommend using images that are a minimum of 2500 x 2500 pixels set at 300DPI.

If you have a version of your image in PDF format, please contact us via email at info@dtmerchandise.co.uk where we can accept your design.

Colours may appear different on your finished product compared to your digital design. This could be because when designing the image most screens have a slightly different colour output, or because a PNG can only be saved in RGB colour format and the printers are CMYK.

All orders will be assessed upon submission. Single colour print orders will be produced using HTV (Heat Transfer Vinyl), whereas all multicolour prints will be processed using the latest in Direct-To-Garment technology.