• Thousands of promotional products
  • Free visual service
  • 30 years of Industry experience
  • Fast and reliable service
  • Quick Quote
Quick Quote

Frequently Asked Questions

What are your opening hours?

Our office is open from 9am to 5pm, Monday to Friday. We are closed on Bank Holidays and through the Christmas to New Year period.

Do you offer samples?

Yes we are able to provide samples of all our products. Diary samples are provided Free of Charge. Samples of all other products will be charged for if they are not returned to us within 28 days in their original packaging. All clothing garments should have labels intact. If you require printed samples these are chargeable. 

Samples of some products can be ordered online, alternatively contact our sales team to arrange the samples you require.

What does your free visual service mean?

The free visual service means that if you provide us with your logo, we will be able to supply you with a digital design of how your logo appears on your chosen product. Email your logo to: sales@giltedged.co.uk. Visuals can be created using most logos but if you continue to place an order, a vectored EPS file of the logo will be required.

If your artwork requires setting, fees may apply. Please note the visual is not the final proof and a final proof will be submitted to you for approval once you place the order. If we have any concerns about the artwork it will be indicated to you on this final proof.

How do I need to provide my logo/artwork?

Please see the Artwork Specification section on this website which will give you full details on how to provide your artwork. We have an in-house studio which will be able to help you with any artwork issues, they can also amend artwork for a small fee.

What is origination and repeat origination?

Origination is the cost of the set-up of either the machinery or films and screens for printing. The price of this can vary based on product and branding method. A repeat origination is a reduced set-up charge if you are having an exact repeat order. Repeat originations are charged to cover the costs of repeating the screen set-up as we are unable to keep these on file owing to the volume we would need to store. 

How do I place an order?

Some items can be ordered online but where this is not possible you need to contact our sales team.

All orders must be submitted in writing by email or by post and supported by an official purchase order where possible. For some products you are able to order online.

What is your order process?

Once we have received your order a  confirmation will be sent to you for you to check and confirm we have interpreted your requirements correctly. A final proof will then be submitted to you. On receipt of your approval, your delivery date will then be confirmed.

How do I pay?

We accept payment via Bank Transfer (BACS). You can also apply for a Credit Account. We are able to offer 30 day account terms from delivery/invoice date to customers that meet our eligibility criteria. For online orders, you will need to pay with a debit or credit card at the time of placing the order.

When will I receive my order?

All of our products have different lead times.

The lead time for clothing orders is usually 10 working days for repeat artwork orders and 15 working days for new artwork from approval, dependent on stock availability. If you do require a faster lead time please speak to your Account Manager.

The lead time for Gift orders and Tech items is dependent on the product, artwork and quantity required; most items are available 15 days from artwork approval. We do offer an express service on many items so please ask for details.

Our diary orders are despatched between July and December. Orders can be placed at any time during the year. The lead time is usually 6 weeks from artwork approval for standard stock items. 

Our myNo notebooks can be delivered 3 weeks from artwork approval or faster if required.

Do you charge for delivery?

The cost of delivery will be visible on your quotation.  All orders are sent by courier. We use DPD where possible and are able to send you tracking details with real time updates when using this courier. We are also able to send orders overseas with delivery duties unpaid.

Any deliveries over 10 boxes will be despatched on a palletised service, if you do not have facilities to accept a pallet please advise your Account Manager. Also if you cannot accept articulated lorries or if a tail lifts is required, please contact us. Please note that couriers are only able to deliver to a ground floor location, if special assistance is required please let us know as there may be additional costs for this. 

Are there any extra charges or costs?

Any additional costs will be listed on your quotation. Should you be unable to supply the artwork for your order in the correct format, artwork charges may apply - details of these can be found on the Artwork Specification section of this website. Please be aware all orders are subject to overs and unders which is explained below.

What are overs and unders?

During the production process there is often a percentage of products that are damaged or rejected. To ensure you do not receive less than the quantity ordered, an additional percentage of stock will be picked when branding commences. We try to limit this to 3% but on certain items it may be as much as 10%.

If you request not to have any overs we will pick the exact quantity ordered and should there be any damages in production you will receive less than originally ordered. Any overs or unders are charged accordingly. This is standard trade practice with guidelines set out by the International Graphic Industry.

Do your prices include VAT?

The price listed on your quotation excludes VAT, this is added at the bottom of the quotation and should be clearly visible.  Prices shown online are also Ex VAT.  VAT will be added at the checkout stage.

Do you have special offers or discounts?

If you would like to receive details of any special offers we have please sign up for our emails. You can do this at the bottom of the page where it says “Newsletter & Offers”.

Can I speak to someone about my order?

If you need to contact us about your order, please call 01604 671671 or email sales@giltedged.co.uk. You will also be assigned a designated Account Manager who will be able to look after you.

I can’t find what I’m looking for...

Get in touch! Our Account Managers all have a great deal of experience and will be able to help you find the exact item you require. As well as the items on our website we are also able to source many other products.

What is your returns policy?

We hope that you will be delighted with your purchase but on occasion you may feel it necessary to return an item. Please contact us on 01604 671671 within 14 days of the date that you received them.

Please do not return the goods to us until you have contacted us. The return address details will be given at that time.

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