Terms and conditions

1. About us

Custom Clothing Derby is a trading name of Jake Rowland, a sole trader based in Derby, UK. We make printed and embroidered clothing, business print and laser-engraved items to order.

2. Placing an order

You can order on our website by designing your item and paying by card, or by asking us for a quote. Website orders are confirmed once payment goes through. Quoted orders are confirmed once you accept the quote and pay the invoice or payment link we send. Nothing is made before payment.

3. Pricing and payment

Prices are in GBP. We are not VAT registered, so no VAT is added. Website payments are taken by Stripe, our card payment provider; we never see or store your card details. Invoices can be paid by bank transfer or payment link.

4. Design and artwork

When you design online, we print your artwork where you placed it in the preview, within the normal variations in section 7. We check every order's artwork before production. If a logo looks like it won't print well (for example, a low-resolution image) we'll contact you before going ahead.

You're responsible for checking spelling, text and sizes before you pay. We can't refund errors that were in the design you supplied or approved.

5. Turnaround, delivery and collection

Most orders are ready within 3 working days of payment. Items marked "From next day" are usually ready the next working day when ordered by 2pm. Turnaround times are estimates, not guarantees, and delays caused by suppliers or couriers aren't grounds for a refund, though we'll always keep you updated.

You can collect in Derby by appointment only: please wait until we contact you to arrange a collection time, as we are not a walk-in shop. You can also choose local delivery in the Derby area, or have it sent by Royal Mail Tracked. Once an order has been collected or delivered, please check it promptly and tell us straight away if anything's wrong.

6. Custom orders and cancellation

Everything we make is produced to your specification, so it's exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. In plain terms: once your order is paid and in production, we can't refund it because you've changed your mind or chosen the wrong size. If you need to change something, get in touch as soon as possible. If production hasn't started, we'll always try to help.

7. Production variations

Printing, embroidery and engraving are physical processes, so small variations are normal and not a fault:

• Colour: screens show colour differently to print, thread and fabric. Finished colours may vary slightly from your screen and between garments.
• Size and placement: a few millimetres of variation in the size or position of a design is normal.
• Embroidery: fine detail and small text are simplified so they can be stitched cleanly, and thread colours are matched as closely as possible.
• Garment sizing: garments are made to their own tolerances, generally up to 2cm from the size guide.
• Engraved items: natural material variation and slight differences in shade are not defects.

8. Your statutory rights

None of this affects your rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or wrong because of a mistake on our part, you're entitled to a repair, replacement or refund. That includes the wrong design or item being sent, a print that cracks or peels after normal use and washing, a garment fault such as holes or a broken zip, or a clear error on our part.

9. Raising an issue

Contact us within 14 days of receiving your order at hello@customclothingderby.co.uk with your order number and a clear photo of the problem. We'll agree the best fix with you, whether that's a repair, reprint or refund.

10. Artwork and intellectual property

When you send us a logo or design, you confirm you own it or have permission to use it. We can decline any design that appears to infringe copyright or trademarks, or that we consider offensive or unlawful, and refund you in full.

11. Liability

We aren't liable for indirect or consequential loss. Our liability for any order is limited to the value of that order. Nothing in these terms limits liability where it would be unlawful to do so.

12. Privacy

We use your details only to make and deliver your order and keep you updated. See our privacy notice.

13. Governing law

These terms are governed by the laws of England and Wales.

14. Contact

Custom Clothing Derby, hello@customclothingderby.co.uk, 01332 480347.