Questions we get a lot.

Standard UK delivery is 3 to 5 working days from dispatch. Orders with customisation typically dispatch within 7 to 10 working days of artwork sign-off, so allow 2 weeks from order to door.

Yes. We ship to the EU, USA, Canada, and Australia. International transit times are typically 5 to 10 working days depending on destination and customs clearance. Import duties and local taxes are the responsibility of the recipient.

Yes. Multi-address delivery is available to every customer from the cart, up to 17 recipients per order. Enter addresses by hand or upload a CSV; each parcel gets its own tracking number. For larger runs, contact the sales team.

A tracking link is emailed to you when your order dispatches. You can also find it in your account under Orders. If you have not received a tracking email within your expected dispatch window, check your spam folder then contact support.

Contact support within 28 days of the expected delivery date. We will open an investigation with the courier. If the parcel is confirmed lost we will reship or refund in full. Most investigations are resolved within 5 working days.

Address changes are possible if the order has not yet dispatched. Contact support as soon as possible with your order number and the correct address. Once a parcel is with the courier we cannot reroute it.

Express dispatch is available on selected blank (non-printed) stock. For custom orders, production timelines apply first. Contact the sales team before placing an urgent order so we can confirm feasibility.

We use DPD, Royal Mail, and DHL depending on parcel weight, destination, and service level. The courier is shown on your dispatch confirmation email alongside the tracking link.

Next-day delivery is available on blank stock items ordered before 12:00 noon on working days. Custom-printed orders require production time first, so next-day is not applicable to those.

Shipping costs depend on order weight and destination. Costs are shown at checkout before you pay. B2B accounts on Net 30 terms see shipping itemised on their invoice.

Standard catalogue items that have not been personalised can be returned within 14 calendar days of delivery, unused and in original packaging. Custom-printed and embroidered items are made to order and are non-returnable unless faulty or different from your approved proof. The full policy is published at /legal/returns.

Email hello@normamade.com with your order number and a short description of the issue. Attach photos for a fault claim. We acknowledge within 1 working day, and we send a prepaid label whenever a defective item needs to come back.

Refunds are processed within 3 to 5 working days of the goods arriving back, or of us accepting a defect claim from your photos. Your bank or card issuer may take a further 2 to 5 working days to credit your account.

We do not run a separate exchange flow. For standard non-personalised items, return them within 14 days of delivery and place a new order for the size you need. We refund the original item once the return arrives. Custom-printed items cannot be exchanged for sizing.

Photograph the damage, then email support within 14 days of delivery with the photos and your order number. If we can confirm the fault from your photos we reissue the item as a priority reprint, with no return needed.

Custom-printed items are made to order and exempt from the statutory cooling-off right under the Consumer Contracts Regulations 2013. We replace or refund them in full when there is a production fault, a deviation from the approved proof, or the wrong item was sent. Report the issue within 14 days of delivery.

Business buyers can return goods for defect or non-conformity only, and must notify us within 7 working days of delivery. Contact your account manager or email hello@normamade.com. Credit notes are issued to your account rather than refunded to a card.

Report the affected items only. Email support with your order number, the items concerned, and photos of any fault. You do not need to send back the entire order.

For faulty, misprinted, or wrong items we cover return postage in full, and in most cases no return is needed once we confirm the fault from photos. For a 14-day change-of-mind return on standard non-personalised goods, return postage is at your cost.

Email support with the recipient name and the order number from the packing slip. Faulty items are replaced or refunded under the standard defect cover. Standard non-personalised items follow the same 14-day window from delivery.

Approved B2B accounts can place orders and receive a 30-day payment invoice rather than paying at checkout. Invoices are sent by email on the day of dispatch and are payable by bank transfer or card.

Apply through your workspace settings. We run a Creditsafe credit check on your registered company. Accounts with a satisfactory credit score and a trading history of at least 12 months are typically approved within 2 working days.

A workspace is a shared account for your company or team. Multiple people can order under one billing profile, with their own logins and optional spend caps. All orders and invoices consolidate in one place.

Yes. Workspace admins can invite team members by email. Each member gets their own login. Admins control what each member can do: view only, draft orders, submit orders, or manage billing.

Admins can require orders above a set value to be approved before they are placed. When a team member submits a qualifying order it enters a pending state. An admin then reviews and either approves or declines it.

Yes. Workspace admins can set a monthly spend limit for each team member. Orders that would exceed the cap are blocked at checkout and the member is prompted to request admin approval.

Volume pricing applies automatically at checkout. Discounts start at 24 units per line item and increase at 48, 100, and 250 units. For contract volumes above 500 units, contact the sales team for a bespoke quote.

Upload a CSV of delivery addresses when placing a B2B order or use the address book in your workspace. Each recipient gets their own carton and tracking number. Shipping costs are calculated per parcel.

Yes. Use the quote request tool in your workspace or contact the sales team directly at hello@normamade.com. Quotes are valid for 14 days and can be converted to an order in one click.

Yes. Open any product page and use Buy a sample to order a single unit, blank or with your design printed on it. The sample cost comes off an order of 50 or more units placed within 30 days, so you can check the quality before a full run.

The minimum order for custom-printed or embroidered items is 24 units per design. Mixed sizes within that run count towards the minimum. There is no minimum for blank items.

Accounts with a rolling monthly spend above a certain threshold are assigned a dedicated account manager. Contact sales to discuss whether your account qualifies and to arrange an introduction call.

We offer screen printing, direct-to-garment (DTG), embroidery, and heat-transfer vinyl. The right method depends on your design, order size, and fabric. Screen printing suits large runs with flat colours. DTG suits small runs with photographic detail.

We prefer vector files: AI, EPS, or SVG at 100% print size. For raster files (PNG, TIFF) we require a minimum of 300 dpi at the intended print size. Do not send JPEG files for logos as compression artefacts affect print quality.

Upload your artwork in the builder and our pre-press tool will flag issues such as low resolution, very fine lines, or colours outside the print gamut. The production team reviews every file before sending a proof.

Yes. A digital proof showing your design on the garment is sent for approval before any printing begins. Production does not start until you have approved the proof. Proofs are typically returned within one working day.

The minimum for custom-printed orders is 24 units per design. Embroidery has a minimum of 12 units. Blank stock has no minimum.

Pantone matching is available for screen printing. Specify the Pantone reference in the artwork notes when you upload. DTG printing matches colours visually but cannot guarantee Pantone accuracy due to the nature of inkjet printing.

Standard production is 7 to 10 working days from proof approval. Screen-print orders with a new screen setup may take up to 12 working days on first run. Repeat orders using an existing screen are typically 5 to 7 working days.

Yes. Front, back, sleeve, and chest placements are all available depending on the garment. Each placement is treated as a separate print location and priced accordingly. The builder lets you position artwork on each panel.

You can place multiple line items with different designs in one order. Each design must meet the minimum quantity for its print method. Shared garment styles can be ordered on a single production run to reduce lead time.

We do not print copyrighted material without proof of licence, content that promotes illegal activity, or material that is offensive or discriminatory. We reserve the right to decline any artwork at our discretion.

GOTS stands for Global Organic Textile Standard. It certifies that the cotton in a garment is organic from farm to finished product. This means no synthetic pesticides or fertilisers in growing, and controlled chemical use in processing.

Selected products carry the OEKO-TEX Standard 100 certification. This certifies that every component of the finished article has been tested for harmful substances. The product page lists the certification number where it applies.

GRS stands for Global Recycled Standard. GRS-certified recycled polyester is made from post-consumer plastic waste, typically PET bottles, and the certification verifies the recycled content claim throughout the supply chain.

All poly bags used in our fulfilment are made from 100% recycled material. Outer cartons are recyclable corrugated cardboard. We do not use tissue paper, shredded fill, or branded inserts in standard B2B shipments to reduce waste.

The country of origin is listed on the product page and on the garment's care label. We publish our active factory list annually. Tier 1 (cut-and-sew) factories are listed on our sustainability page.

We are piloting a take-back scheme for worn-out merch with selected B2B accounts. Garments are shredded and converted to insulation fill rather than going to landfill. Contact the sustainability team to join the pilot.

We measure the carbon intensity of our product range and publish the data annually. We offset residual emissions through verified woodland creation projects in the UK. We do not claim carbon neutrality but report transparently on progress.

Our DTG printers use water-based inks that are GOTS-compatible and do not require water in the print process itself. Screen printing uses water-based inks where the design allows. Plastisol inks are used only where durability requirements demand it.

We accept Visa, Mastercard, and American Express. B2B accounts on approved credit terms can pay by bank transfer (BACS). We do not currently accept PayPal or cryptocurrency.

Log in to your account, go to Orders, select the relevant order, and click Download VAT invoice. All invoices are in PDF format and include the VAT breakdown. B2B accounts can download all invoices from the Billing section of their workspace.

Bank transfer is available to B2B accounts on Net 30 terms. Our bank details appear on every invoice. Reference your invoice number in the payment so we can match it automatically.

Go to Account Settings and select Edit email. You will be sent a verification link to your new address. The change takes effect once you click the link. If you have lost access to your old email, contact support to verify your identity.

Go to Account Settings and scroll to the Danger zone section. Select Delete account and confirm your password. Deletion is permanent and removes your order history, saved addresses, and preferences. Active orders must be completed or cancelled first.

Card payments are processed by Stripe. We do not store card numbers on our servers. Stripe is PCI DSS Level 1 certified, the highest level of payment security certification available.

Yes. B2B accounts can request a pro forma invoice from the checkout before completing payment. This is useful for internal purchase order approval processes. Pro formas are valid for 14 days.

Go to Workspace Settings and select Team. Enter the email address of the person you want to invite and choose their role. They will receive an invitation email. Invitations expire after 72 hours if not accepted.

Go to Account Settings then Billing and select Edit billing address. Changes apply to future invoices. To update the address on an existing invoice, contact support with the invoice number.

Workspace accounts can store one billing address per company. If your organisation bills from multiple legal entities, each entity should have its own workspace. Contact support if you need to discuss a group account structure.