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Ship + Returns

Returns Policy

At KSTM, we want you to be completely satisfied with your purchase. If for any reason you are not, please read our returns policy carefully.

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1. General Returns

For online orders you have the right to return most items within 14 days of receiving your order. To qualify for a return:

  • Items must be unused and in their original packaging.

  • You must include proof of purchase (receipt or order confirmation).

2. Non-Returnable Items

Please note that due to the nature of our products, certain items cannot be returned:

  • Customised and Personalised Goods: Items that have been customised or personalised (e.g., embroidered with names, specific designs, or colours) are non-returnable unless they are faulty or incorrect.

3. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 14 days of delivery:

  • We will provide instructions on how to return the item.

  • We may offer a replacement, repair, or full refund, depending on the issue.

4. Returning Items

To return an eligible item:

  1. Contact Us: Email us at XXX with your order number and reason for the return.

  2. Pack the Item: Ensure the item is securely packaged to prevent damage during transit.

  3. Send the Item: Return the item to the address provided in our response. You will be responsible for return shipping costs, except for faulty or incorrect items.

5. Refund Process

  • Once we receive your returned item, we will inspect it and process your refund within 14 days.

  • Refunds will be issued to the original payment method.

6. Changes to This Policy

We reserve the right to update this returns policy at any time. Any changes will be posted on our website.

For any questions or concerns regarding your return, please contact us via the form here or call us on 07356 200222.

 

Thank you for shopping with KSTM.

FAQs

FAQs

  • What types of products do you offer for embroidery and printing?
    You can customise almost any item you can think of! From apparel to accessories, if you have something specific in mind, just let us know.

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  • What is the minimum order quantity?
    There’s no minimum order requirement here. Whether you need a single item or bulk orders, we’re happy to help!

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  • How can I place an order?
    Most orders begin with a request for a quote through the form on our website. If you’re a returning customer, we’re currently developing more convenient ordering options for you in the future.

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  • Can I provide my own design?
    Absolutely! You’re encouraged to supply your own designs. We offer free digitisation for nearly any design and provide a complimentary basic logo design service with your order, ensuring you get the support you need.

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  • What is the process for creating a custom design?
    Simply reach out with your requirements and brief. We’ll provide a complimentary logo design for your consideration and work together to create something that truly represents your brand, service, club, or team.

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  • Can you help me with designs?
    Yes, design assistance is part of our commitment to ensuring you are proud of your custom products.

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  • How do you determine pricing?
    Pricing can vary significantly based on the items chosen, the complexity of the design, and other factors. Personalised quotes will be created tailored to your specific requirements.

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  • What payment methods do you accept?
    We accept all major payment options. If your preferred method isn’t listed, just reach out, and we’ll do our best to accommodate you.

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  • What is the turnaround time for orders?
    Ideally, we request a 30 day lead time for larger custom orders due to production capacity and order volume. However, if you’re working with a tight deadline, please contact us, and we’ll do our best to meet your needs.

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  • Do you ship internationally?
    Yes, international shipping is available! Be aware that larger orders may incur higher shipping costs due to weight restrictions. We’ll work with you to find the most suitable shipping options and confirm total costs before proceeding with your order.

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  • What should I do if I receive a damaged or incorrect item?
    For information on returns and exchanges, please refer to our full return policy here.

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  • What type of embroidery and printing techniques do you use?
    We specialise in garment embroidery and Direct-to-Film (DTF) printing on a wide range of items. To find out what we can do for YOU, please contact us here.

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  • How should I care for my embroidered or printed items?
    Most of our products are made from 100% cotton, with a wide array of eco-friendly options. Be sure to check the attached labels for specific care instructions to ensure the longevity of your items.

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  • How can I contact you with further queries?
    To get in touch, please click here.

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