FAQs
Got a Question? We’ve Got the Answers
We’ve made ordering custom workwear as simple as possible — but if you’re unsure about anything, you’ll probably find your answer here.
From logo setup to delivery, here’s everything you need to know before placing your order.
🧵 Embroidery
Do you do embroidery in-house?
Yes — all embroidery is completed in our UK facility using professional-grade machines and Madeira threads for durable, long-lasting results.
Do I need to provide an embroidery file?
No. Just upload your normal logo. We’ll digitise it for embroidery as part of the one-time setup process.
Do I get to approve my embroidery before production?
Yes. For Embroidery Logo and Large Embroidery Logo, we email you a digital proof for approval before stitching begins. Proof approval is optional for Embroidery Text, Print Logo and Print Text. If your order requires approval, the production timer pauses while we wait for your decision, then resumes once approved.
Can I reuse my logo later?
Absolutely. Once your logo has been digitised and paid for, you can reuse it in the same size without additional setup costs.
Can you embroider on caps, softshells or thick jackets?
Yes — our equipment handles most fabrics and garment types. If we notice any issue, we’ll contact you before production.
🖨️ About Printing
What printing method do you use?
We use DTF (Direct-to-Film) printing — a modern technique offering full-colour, flexible and durable prints.
Is there a setup fee for printing?
No. DTF printing has no setup cost and no colour limit.
Can you print small logos and large back designs?
Yes. We print both — prices vary by size and quantity. Check our Price Guide.
Can I see how my print will look before ordering?
Yes. You’ll see a live visual preview at checkout before confirming your order.
Do printed logos fade or crack?
Not when properly cared for. Follow our Washcare guide to keep prints vibrant and flexible.
💰 Pricing & Setup
Are prices shown with VAT?
No — W18 Workwear is not VAT registered, so all prices are shown as the final cost.
Do you charge for logo setup?
Only for embroidery logos — a one-time fee of £12 applies. Printed logos and text are free to set up.
Do I pay extra for multiple print or embroidery positions?
Yes — each additional application (front, back, sleeve, etc.) is charged per piece, as shown in the Price Guide.
Do you offer discounts for bulk orders?
Yes — pricing decreases as quantities increase. See the detailed price tables on our Price Guide page.
🛒 Ordering & Artwork
How do I place an order?
- Choose your garment, colour and size
- Add customisation (text or logo)
- Choose embroidery or print
- Review the preview and confirm your order
See full details on The Order Process.
Can I upload my own logo?
Yes — you can upload files directly when ordering. If quality is too low, we’ll contact you before production.
What file formats do you accept?
We accept all common formats (PNG, JPG, SVG, PDF, AI, EPS, PSD). See Artwork Guidelines for full details.
Can I add special instructions?
Yes — use the comment box at checkout to tell us anything specific (e.g. “place logo 3 cm higher”).
⚡ Production & Delivery
What is your standard production time?
Standard production takes 5–10 working days, depending on order size and requirements. Production includes personalisation, quality checking and preparation for dispatch. Courier delivery time is additional.
Do you offer an express service?
Yes. Select Express Dispatch at checkout for eligible orders of up to 50 garments, with a maximum of two customisations per garment. The surcharge is £3 per garment for production within four working days. Courier delivery time is additional. See Express Dispatch for full conditions.
When does production start?
Orders confirmed before 12:00 noon can start that working day. Orders confirmed at 12:00 noon or later start on the next working day. Working days exclude weekends and England bank holidays.
Embroidered logos require digital proof approval before embroidery production begins. The production timer pauses from proof send until approval, then resumes without resetting the time already elapsed. Missing information or artwork changes may also extend production time.
Do you deliver across the UK?
Yes. We deliver to England, Scotland, Wales and Northern Ireland. Standard UK delivery costs £5.99, with the same standard rate for Northern Ireland. Standard delivery typically takes 1–3 working days after dispatch. See Delivery for available services.
Free delivery on orders over £150.
Yes. Standard UK delivery is free on orders over £150. This includes Northern Ireland. The offer does not apply to European delivery. Express production charges remain separate.
🧺 Care & Maintenance
How should I wash embroidered garments?
Turn inside out, wash at 30–40 °C, avoid tumble drying and ironing directly over the logo.
See our Washcare page for full guidance.
Can I tumble dry printed clothing?
Not recommended — high heat can affect print durability.
Will my embroidery shrink after washing?
No, but washing above 40 °C or tumble drying on high heat may distort stitches over time.
🔄 Returns & Reorders
Can I return personalised items?
Personalised garments cannot be returned unless faulty. Non-customised products can be returned within 14 days.
See our Returns page.
What if there’s a mistake on my order?
If the error is on our side, we’ll replace the affected garments immediately.
If it’s due to incorrect artwork or spelling submitted by you, we’ll contact you to agree on the best solution.
Can I reorder the same design later?
Yes — just log in or contact us. Your logo and artwork are saved securely for future use.
💬 Still Need Help?
Couldn’t find what you were looking for?
We’re always happy to help — just contact our team and we’ll get back to you within 24 hours.
W18 Workwear — simple, honest answers from the people who actually make your workwear.