07871 651639
info@dtmerchandise.co.uk

Terms & Conditions

Shipping

At Dynamic Threads we aim to dispatch all orders within 72 hours. Delivery times may vary depending on stock levels and the destination, however approximate delivery times are as follows:

  • UK: 7 – 10 Days
  • Europe: 10 – 14  Days
  • Rest of the World: 14 – 21 Days

Orders that are processed through the system on a Saturday will be dispatched the following Monday.

As our store is primarily run on a fulfilment basis, the majority of our products are made to order. Certain items may take slightly longer to arrive due to having to source them from our suppliers. In the event of any supplier delays you will be notified within 24 hours of receiving your order. Once your order is complete we will issue an automated dispatch confirmation directly from our store containing a unique tracking reference for each delivery.

Smaller orders (below 2kg) are dispatched via Royal Mail. Please note that the ‘Signed For’ system is not a full tracking service and the information provided will only update on the tracking website if a delivery has been attempted and either missed or signed for.

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. International orders of over 2kg are currently unavailable.

If your delivery has been missed our couriers should leave a collection card where you can contact the courier quoting your reference number to arrange a re-delivery or visit your local collection point. If no card has been left and you are trying to locate your parcel, please contact the relevant courier directly or let us know and we will contact them for you.

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 tracking 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 our team at: info@dtmerchandise.co.uk.

Any parcels that return undelivered or uncollected without prior notification will be subject to an additional shipping charge before being dispatched again.

Please note that all engraved products are fulfilled and shipped via a third party.

Returns Policy

Branded 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 unworn, unwashed and in their original condition. If the packaging has been unsealed and the garment removed, please include the old packaging in the return parcel where possible.
• Contact must be made within 24 hours of receiving your order. This can either be done via the contact form on our website, phone or 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 subjected 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 subjected to a restocking fee, but extra shipping charges will will be charged at the same rate as your original order. 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 unless the products are received damaged (details below).

Custom Merchandise orders:

Unlike our Branded 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 via email 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 faults which the customer is able to either accept or refuse.

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

Restocking Fee

Brand Apparel orders only:

Unless your garments arrives faulty or you receive a product which you did not order, a restocking fee will apply to all refunds. All 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.

Restocking fees do not apply to custom merchandise orders.

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 and a response had been received from the courier.

Customisation Artwork

We take pride in producing the highest quality merchandise for our customers. With this in mind, we have some guidelines to consider when sending in your artwork:

• File format of either transparent PDF, PNG or AI

• Minimum 300DPI resolution

• Document size of at least 30cm

(All designs should also be vectored where possible to sharpen the elements and greatly reduce any pixelation)

JPG files are usually of a sub-standard quality and images that are received at 72DPI generally show the poor resolution in the print. We highly recommend using images that are a minimum of 3000 x 3000 pixels set at 300DPI. If you only have a JPG file for your image (for example a photo) please contact us to discuss before placing your order.

Customers are still able to proceed with their order using a low resolution or small scale image, however if you choose to proceed then you will be accepting that the results could potentially be of a lesser quality than desired. Stretching an image to cover the face of a garment causes distortion in the pixels and will directly affect the print. If a low resolution image is received that causes concern we will contact you to discuss before proceeding with your order. If you then choose to accept then Dynamic Threads holds no responsibility on the outcome of your garments and will print as instructed.

Colours may appear different on your finished product compared to your digital design. This could be because when designing an image most screens have a slightly different colour output, or because certain file formats can only be saved in RGB colour format and the printers are CMYK. We will do our best to maintain the colour however this cannot always be guaranteed.

Simple vectoring of single colour designs can be provided free of charge, however for more complex designs or images with backgrounds/low resolution it is highly recommended to contact an experienced graphic designer. If you are unsure if your design is ready for printing, please contact our team who would be happy to advise.