Frequently Asked Questions

We’ve put together a list of the most common Promotional Merchandise questions we get asked on a day to day basis here at Fylde Promotional Merchandise. If you’re here and still can’t find the answer you were looking for, then please don’t hesitate to contact us on 0330 043 18 08 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

I can’t see what I am looking for in the catalogue or on the website, can you help with this?

Yes, please let us know what promotional products you are looking for and we will endeavour to source it for you.

Can we talk with someone if I don’t see all the information I need on line?

Yes of course, our team are available to talk you through the process, just call us on 0330 043 18 08

What are business days and hours?

Business days are Monday to Friday from 9am to 5pm and do not include weekends or public holidays.

Do the prices shown include VAT & Delivery?

The prices online exclude VAT and delivery. Delivery varies between promotional products and quantities. VAT is charged at the prevailing rate.

How do I send/upload artwork?

Once your order is complete you will receive a confirmation email from us, simply reply to this with the artwork that you would like printing on the promotional products. Also please let us know if you have a delivery deadline. Maximum file size preferred by email is 15mb. Files larger than this should be sent on disk or by using one of the many file sharing sites that are now readily available and allow you to send large files normally free of charge, ie mailbigfile, wetransfer or yousendit.

What is a screen charge?

This is cost for making the tool to print the ordered items with your artwork. As the printable areas are different per promotional product a screen charge is usually applicable for each different item ordered.

What is a tape charge?

This is the cost for making the embroidery disc that is then used in the machine to embroider your artwork onto the products.

What is an imprint colour?

This is the colour that you would like your artwork printed in on the promotional product items you have ordered, please consider the contrast between the item and the print colour when choosing.

Will I get an artwork proof before you print my order?

We always email you a visual before we print the bulk order and do not proceed until you are 100% happy with the proof. Standard proofs with vector artwork or text take approx 2 working days, other files may take a little longer.

Why are some promotional product prices shown as POA?

POA means ‘price on application.’ This most commonly occurs with corporate gifts such as USB drives where the prices can fluctuate from day to day. We will always aim to find you the best price available in the market. Please be aware that, unlike our standard quotations which valid for 30 days, some POA quotes will be for a shorter specified time.

How do I place my order?

When you’re ready to proceed, please call us on 0330 043 18 08 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your order. We will follow this up with an emailed order confirmation. If you’re a new client, we’ll also walk you through what happens next.

Am I restricted to the promotional products in your catalogue or on the website?

The short answer is no. Our promotional catalogue is a snapshot of popular promotional gifts taken at the start of each year. It contains around 1,000 products. Our website features many thousands of corporate gifts, but even it can’t cover everything. We can access in excess of 100,000 promotional products from over 3,000 suppliers from around the world. Call us and we will do our best to find whatever you need, wherever it is. See more at:

Can we see promotional product samples before we place an order?

Provided there is time to get a promotional product sample to you we will be happy to arrange one. The samples will not be personalised to you and are returnable within 30 days unless we specify otherwise. Wherever possible, we provide our samples for free. With higher value products we may have to make a charge unless they are returned in good condition within a specified time. Samples won’t be branded with your logo unless you order a pre-production sample (for which there is a charge).

What qualifies as suitable artwork?

We will advise you of the artwork requirements for your specific promotional products as these can vary from product to product depending upon the branding process. Generally your artwork will need to be vectorised in an EPS /AI /PDF format with pantones specified. We can also supply artwork templates and guidelines for any of the promotional products we sell. The artwork on items such as business stationery, leaflets, posters, brochures a low resolution JPEGs is not suitable for our printing purposes. If you have problems providing the correct artwork we offer a full design service.

How will you match the colour of my artwork?

We will usually request your (PMS) Pantone reference. This is an industry-wide standard reference for colours. The Pantone Matching System® (PMS) is specified for printing on white. The colour and finish of a promotional product may make it impossible to provide an exact match, but we’ll always let you know if there’s a problem.

Are you able to print tonal variations?

That depends, there are some processes where this is not possible. Send us your artwork and we’ll help you choose the appropriate promotional products that allow us to replicate your logo in full. Alternatively, we’ll suggest simplified artwork that is suitable for the promotional product you want to buy.

How long will my order take?

Whenever we quote you, we give an indication of the lead times you should expect. Lead times vary depending on the promotional product, quantities, complexity of branding and source. Most UK corporate gifts take around 10 to 15 working days from the approval of artwork and order. If you’re in a hurry, our express service could get your promotional products to you faster.

What if I want a larger quantity than those listed on the site?

Please call 0330 043 18 08 or e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. for larger quantity quotes.

How do I get in touch with someone if I have a problem with my order?

You can email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call us on 0330 043 18 08, Monday through Friday from 9am to 5:30pm.

What is your return policy?

Since all of our promotional products are personalized, we are unable to accept returns. If you feel your order was produced incorrectly, please contact us at 0330 043 18 08 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it. within 7 days of the invoice date. If it is determined there is a material or manufacturing defect with your order, we will issue a returned goods authorization number. All claims for shortages, loss or non-delivery must be made within 10 days from the date of the invoice. Claims for damages in transit must be made with the individual carrier when you receive the shipment, so please save all shipping cartons for inspection.

When is the best time to use promotional products?

Holidays, national events, appreciation weeks and other special occasions are often great opportunities to promote your company or organization using promotional products and giveaways.

How can I find out about special offers?

To receive exclusive information about special offers and deals, email This email address is being protected from spambots. You need JavaScript enabled to view it. to be added to our email marketing list.

Artwork Policy

Fylde Promotional Merchandise uses art, logos and other materials (Artwork) supplied by our customers to provide products and services. Fylde Promotional Merchandise assumes no responsibility for determining the proper ownership or proper use of the Artwork. Any customer of Fylde Promotional Merchandise represents and warrants to Fylde Promotional Merchandise that he or she has the unrestricted right to use, copy and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, artwork, name, photograph, portrait, picture or illustration of any person or any other intellectually property in the way it is to be printed on or otherwise applied to the promotional products ordered by the customer. Fylde Promotional Merchandise assumes no responsibility for determining who does or does not have such authority. By submitting artwork to Fylde Promotional Merchandise for use on a promotional product, customers shall defend and hold harmless Fylde Promotional Merchandise for the use of any artwork and for breach of this warranty. Customers shall also indemnify, hold harmless, defend and absolve Fylde Promotional Merchandise, its affiliates and licensor’s for and against all claims, liabilities and expenses arising out of or related to any actual or alleged infringement or misappropriation of any copyright, trademark, logo or other proprietary rights or merchandise. This directive will remain in effect after delivery of the promotional product or service. Fylde Promotional Merchandise reserves the right to refuse to provide product or service when it is determined that the artwork does not meet Fylde Promotional Merchandise standards.

What are the printing options?

SCREEN PRINT: Ink is pressed through a fine mesh screen and onto the surface of a promotional product.

DE-BOSS: This decoration method leaves a depression of the image on the material's surface.

EMBOSS: A raised or relief pattern is created on the material.

EMBROIDERY: Rapid-paced computer-controlled sewing machines stitch designs into fabric.

FOIL STAMP: Using controlled heat, pressure, and precision timing, coloured or metallic foil resins are applied to decorate surfaces of varied shapes and materials.

LASER ENGRAVING: Lasers leave an engraving or mark on an item. A computer system drives the movements of the laser head.

HEAT TRANSFER: This dry decorating method uses controlled heat, dwell and pressure thermally bonds the graphic onto the material's surface.

PAD PRINT: A flexible silicone rubber transfer pad picks up a film of ink from a photo-etched printing plate and transfers it to a three-dimensional part surface.

DIGITIZING: Digitizing is the process of programming an embroidery machine to stitch an image exactly.

SPOT COLOUR PRINTING: Spot colour printing is done by combining selected spot colours to create other colours. This process requires colour separations prepared by graphic artists who are experts in this type of method.

Are there any limitations on the types of graphics that can be reproduced with the embroidery process?

Yes. Small text, fine detail, and colour gradients can be difficult to reproduce with embroidery. Additionally, the type of fabric the logo is applied to affects the level of detail that can be reproduced. In general, screen printing produces a more accurate replica of your logo or artwork.

Can I use a specific font in my artwork?

Yes. Our studio have access to more than 1,000 fonts to provide you with the perfect font choice. If a specific font is used in your artwork, please e-mail the font file (in a true type font, for example, not just the name) to a Fylde Promotional Merchandise member for help. If you are submitting an .EPS, AI or PDF file, please make sure all fonts are outlined/converted to vector format in your artwork file.

Can I use my own PMS colour?

Yes, we provide PMS colour matching unless otherwise stated. If PMS colour matching is not possible on an item, the closest available colour will be selected. One of our graphic designers can help you select imprint colours for the best presentation of your artwork. For embroidery, we will select the embroidery thread colour which most closely matches a specified PMS colour. Some additional charges may be incurred for a PMS match. Fylde Promotional Merchandise will advise of this upon order confirmation. Please call 0330 043 18 08 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for details.

How long will my artwork be kept on file?

Your artwork will be kept on file for 12 months.

Can I order plain/no print, promotional products?

Most products available through Fylde Promotional Merchandise are available without an imprint. To place a blank order, please contact us by phone at 0330 043 18 08 or via e-mail at This email address is being protected from spambots. You need JavaScript enabled to view it.

Are there any other charges I should know about?

Depending on the nature of your printing order, other charges may apply. Examples of such charges include:

Express turnaround.

Specialty packaging (Ceramic Mugs and Glassware etc).

Additional Print Locations.

Additional colours.

Product upgrades.

Pantone matching system (PMS) Colour.

Order Cancellations.

Changes made after authorisation, approval of order or artwork.

Split deliveries.

All charges will be fully disclosed up front and before placing an order. These charges are the exception and not the rule. This list is more or less intended to give you an idea as to what "other" charges might come into effect.

Why did the pricing online change?

Product pricing and availability is changing constantly. Though we make every effort possible to keep the pricing and information shared online accurate and up to date, occasionally the cost of raw materials such as gas, steel, or plastic may go up, forcing us to temporarily raise our prices without notice. The pricing online is an accurate representation of item costs. However, there are the rare instances where either the price has changed or the item is no longer available and was discontinued without notice. Though we strongly suggest contacting Fylde Promotional Merchandise for a quotation prior to placing your order, in the case of a price discrepancy we will do our very best to accommodate your unique situation on a case by case basis. All pricing and/or any additional costs/fees must be confirmed in writing and require the customer’s approval before we will proceed with printing the final order. Unless stated otherwise.

What forms of payment do you accept?

We accept major credit card (Maestro Domestic, Visa Debit, MasterCard Credit, Visa Credit, MasterCard Signia/MasterCard World, MasterCard, Visa, JCB, American Express and Dinners Club/Discover. To pay by credit card, please call Fylde Promotional Merchandise on 0330 043 18 08.

Pay By Cheque: Make cheques payable to ‘Fylde Promotional Merchandise’ and write your invoice number on the back. Send them to Fylde Promotional Merchandise, 22 The Drive, Orpington, Kent, BR6 9AP.

Payment By BACS: Please make all payments direct to our bank (details below), and forward your remittance advice quoting account name and Invoice number.

Bank Name: HSBC Bank PLC, Account Name: Fylde Promotional Merchandise, Account No: 91417134, Sort Code: 40 35 30.

For Overseas Remittances: IBAN: GB61HBUK40353091417134, BIC: HBUKGB4148E.

What if I am not happy with the final product?

While there is no easy answer to this question, the good news is we are here to help. Fylde Promotional Merchandise only sells quality promotional products. Fylde Promotional Merchandise does everything in its power to control the many print, product, and colour variables that can occur during printing. We are committed to delivering a quality product on time and printed according to the customer’s exact specifications. Unless stated elsewhere, all of the promotional products featured on are intended for promotional purposes only. We make our best effort to advise you on quality and try to suggest the best product for every situation, budget, and need. When placing an order, if you are concerned about quality, please do not hesitate to consult with us or to request a sample at any time before or during the order process.

What is the cancellation policy?

Once your order is placed, it will be processed and delivered quickly. If you need to make any changes to your order, please contact us immediately. Otherwise, we may not be able to make changes to your order. Once you approve the order acknowledgment and artwork approval, the order is initiated and production begins. If you require additional information or clarification, please contact us before approving. Cancellations are charged a £35.00 + VAT service fee plus any production charges accrued at the time per order. Production charges include, but are not limited to, art charges, paper or product proofs, setup charges, digitizing (embroidery), or delivery/shipping charges. These fees will be billed at Fylde Promotional Merchandise discretion. The best way to avoid cancellation fees is to be 100% confident that you want to move forward with your order. Please make your selections carefully and thoughtfully.

How do I contact Fylde Promotional Merchandise?

If you have any questions about Fylde Promotional Merchandise. or want to inquire about promotional products or services, please send an email to: This email address is being protected from spambots. You need JavaScript enabled to view it. Feedback We’d love to hear from you! If there is a product or service you’d like to see us offer, if you have any comments or suggestions, or if you want to share a story about your favourite items used in a promotional products setting, please send an email to: This email address is being protected from spambots. You need JavaScript enabled to view it.

Company Address?

Fylde Promotional Merchandise is a trading name of Calver Limited • Lancaster House • Blackpool • Lancashire • FY4 2RP • United Kingdom

Phone, and E-mail?

Telephone: 0330 043 18 08

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Office Hours?

Monday - Friday, 9am – 5:30pm, excluding weekends and bank holidays.