1 PLACING YOUR ORDER

1.1 Once an order has been placed we will send you an invoice for you to make a payment. We will also send you a garment mock-up of your design to confirm you are happy with how it looks before we begin production.

1.2 You are required as the client or customer, to check that your mock-ups and specifications are correct according to your requirements within 24hrs. Once you confirm the mock-up’s and specifications of your order, we will begin production straight away. If you change your mind or want to make amendments after you have already confirmed, and production has already started, you will not be offered a reimbursement of garments or refund.

1.3 If something has not been included or is incorrect on your invoice you must notify us in writing as soon as possible so that we can resend an amended invoice.

1.4 If you are supplying your own garments you are responsible for communicating all specification requirements for these. Failure to do this before the order is confirmed could result in delays.

2 ARTWORK

2.1 All artwork must be vectored in Adobe Illustrator for vinyl and screen-print transfer requests, and saved as an Ai, EPS, PDF or PNG file. For ‘ultra-colour’ transfers, artwork must be supplied at a high resolution (at least 300dpi), and saved as an Ai, Ps, or PNG file. It is essential that the file you supply is as high quality as possible, as this will affect the print quality.

2.2 If your artwork is not vectored, or vectored accurately, you will be charged an additional fee for us to vector it before we can proceed (see 5.1 of section 5 ADDITIONAL FEES).

2.3 If you require an exact ink colour for screen-print transfers, please provide a Pantone reference, otherwise we will match the colours as close as possible using our computer.

2.4 All clients and customers are responsible for supplying artwork to us for which they have the relevant permissions or licenses to use for print. We accept no responsibility for any copyright infringements caused by using artwork supplied to us.

2.5 We are always happy to offer guidance for the best size and position for your print on the garment, however if you have specific requirements it is your responsibility to communicate this to us and have it confirmed in writing.

2.6 Once we have completed your order, we will keep your artwork on our files for any more orders you would like to place in the future. If you’d like us to delete your artwork once your order is complete, please let us know in writing.

3 TRANSFER OPTIONS

3.1 We currently offer three transfer printing options that vary in costs. If you are unsure of what transfer option to go for, we are here to discuss this with you and suggest the best one for your designs.

3.2 If you have chosen a transfer option via the order form on our website, but it differs to what we would suggest the best option or the doable option(s) would be, then we will discuss this with you and let you know straight away.

4 PAYMENTS

4.1 ILLYOUSTRATE operate on an invoice payment system. Once your order has been confirmed, an invoice will be sent to you for your payments to be made via online bank transfer.

4.2 A full payment is required for any orders of, or up to the amount of £500.00 before we begin to work on your order. A full payment or 50% deposit minimum, is required for any orders over the amount of £500.00 before we begin to work on your order.

4.3 All payments must be made within 48 hours of receiving your invoice.

4.4 Any delays in payments before we begin production, will result in a delay for your order to be complete. Please bear this in mind when placing an order, especially if you have a required deadline in mind.

4.5 Once your order is complete and you have been notified, any outstanding balance must be paid before your order is dispatched or collected. ILLYOUSTRATE reserve the rights to withhold all orders from dispatch or collection until the full payment has been made.

5 ADDITIONAL FEES

5.1 Vectoring Artwork - We require all artwork for Vinyl transfers and Screen-Print transfers to be Vectored in Adobe Illustrator, and saved in the correct formats (see 2.1 of section 2 ARTWORK). If your Artwork has not been vectored and requires vectoring on our side before we can proceed, you will be charged an additional fee of £30-£60, depending on the complexity of the design, which will be added to your invoice.

5.2 Short Notice - If you require your order to be completed within our usual turnaround time (see 7.1 of section 7 TURNAROUND), then you will be charged a Short Notice fee of £30.00 which will be added to your invoice.

Please bear in mind, that completing your order at short notice is dependant on you making a payment immediately, to enable us to order any garments or transfers necessary for the job. It is also dependant on the stock availability of our suppliers. If any stock is unavailable and you do not wish to use an alternative, we may not be able to complete your order by your requested deadline - any short notice fees paid prior to this will be refunded (see 9.5 of section 9 RETURNS AND REFUNDS).

6 DISCOUNTS

6.1 We are currently offering a discount of 15% off the ‘printing / labour’ costs for all orders placed by businesses based in Lambeth.

6.2 To be eligible for this discount, all orders must have a minimum of x10 garments.

6.3 To be eligible for this discount, you will also have to show proof of your business address when placing an order.

6.4 If you consider yourself eligible, please quote ‘Lambeth15’ when placing an order directly via email. Alternatively, you can choose the ‘I am eligible’ option in the order form on our ‘Contact Us’ Page.

7 TURNAROUND

7.1 Our usual turnaround period is 7 - 14 working days from receipt of payment and confirmation, for orders up to x100 garments and 14 - 21 working days from receipt of payment and confirmation, for orders over x100 garments - but this is dependant upon the type of job that is requested. It is quite likely that smaller quantities and less complexed prints will be done sooner, and if so, you will be notified.

7.2 If you have a specific deadline in mind that is within our turnaround period, then please let us know straight away when placing your order. We will let you know if this is doable before we proceed. We can accept no responsibility for missed photoshoots or a loss of sales for not meeting a deadline if it has not been previously mentioned and agreed, or if the turnaround has been affected by circumstances out of our control.

7.3 If you request an order sooner than our turnaround time, that we are capable of completing, then you will be charged a Short Notice Fee on top of the printing costs (see 5.2 of section 5 ADDITIONAL FEES).

8 DELAYS

8.1 If for any reason our turnaround has been affected by circumstances out of our control, we will update you and let you know straight away.

8.2 We order all garments in as requested per individual client / order and are not responsible for stock levels of garments from our suppliers. If we discover any garments that you have requested are out of stock we will notify you as soon as possible to arrange a suitable replacement. We are not responsible for delays to orders caused by garment stock levels.

8.3 All deliveries are sent via Royal Mail or DPD couriers, who are in control of delivering orders according to the services that we book with them. We can not be held accountable for losses or delays caused by the courier, but we will attempt to make the necessary claims on our side if this were to occur and rectify the situation as best we can.

8.4 Garment Finishing services such as inner neck prints or folding & polybagging, may extend the lead time. Please bear this in mind when placing an order, especially if you have a specific deadline and require these services.

9 RETURNS AND REFUNDS

9.1 If you discover a fault with part or all of your order, please contact us via email immediately and let us know. Once we acknowledge your email, confirm, and respond, you have 10 working days to return the products to us. After this time the products will be considered to have been accepted, and a refund or replacement will not be given.

9.2 You will be required to arrange and pay for delivery costs for returning all products, however at our discretion we may reimburse you for delivery costs if the fault is on our side.

9.3 ILLYOUSTRATE have the option to either refund or replace all, or part of your order, if a fault has been made.

9.4 It is your responsibility as the customer or client to take proper care of any products that are to be returned whilst in your possession and to ensure that they have not been worn, altered or damaged. We reserve the right to refuse to accept returns of any products that do not comply with this.

9.5 If you have paid a short notice fee for your order, have required us to supply your garments, and we are no longer able to complete your order by your requested deadline due to no stock availability with our suppliers, your short notice fee will be refunded. If you wish to cancel your entire order due to us not being able to meet your requested deadline, please let us know in advance when placing your order.

10 SOCIAL MEDIA

10.1 We always like to promote our print work and the companies we print for on our social media platforms such as: Instagram, Twitter, TikTok and Facebook. If you would rather we do not post any of the printing you have ordered onto these platforms, or would rather us wait until a certain time, then please do let us know in advance when placing your order.

11 COMPLAINTS

11.1 We will always endeavour to make sure our clients and customers are happy with their orders. However, if for any reason you want to make a complaint because you are unhappy, please do not hesitate to send us an email and let us know. We will do our best to work out a solution for you moving forward.