FAQ 2017-07-18T09:14:33+00:00
I have spotted a problem with my proof – can I make changes? 2017-07-18T09:16:13+00:00

Using our on-line system (full details are supplied along with your proof) you can choose to upload revised artwork, email us new artwork or ask us to make the changes on your behalf. Another proof will then be supplied for your approval.

We make a small charge to cover the cost of processing your new artwork or to carry out your amends (usually £10.00). Therefore, please make sure you carefully check your artwork for typing errors, low resolution images and formatting problems BEFORE you supply it to us! Obviously, if the problem is our fault, we will sort it out free of charge.

When will I receive my proof? 2015-10-19T13:04:04+00:00

We will send you an on-screen (PDF) proof will be emailed to you within 2 working days of order. You can also request we send you out a sample of the item you are ordering so you get an idea of weight and size.

Do I need to approve a proof? 2015-10-19T13:03:34+00:00

Yes. We cannot begin to print your order until we receive your approval of our proof.

We offer a free on screen proof when you place your order; once this is approved then we will go ahead with your order.

If you would prefer to see a printed proof, as it provides better impression of how your finished document will look when printed, then please select this option when placing your initial order (charges apply).

Please note that our printed proofs will not always be colour accurate, as printing methods, paper and finishing all differ. We provide proofs so that you can double check the content and layout only.

Can I approve my design before you start? 2015-10-19T13:02:55+00:00

Yes, if you are supplying your own artwork for garments or print we will email you a proof of your artwork (digitisation in the case of embroidery) for your approval before we go ahead.

Which file formats do you accept? 2015-10-19T13:01:56+00:00

If you’ve created your own artwork, we can print directly from most popular PC and Mac file types including:

  • Acrobat PDFs (preferred)
  • JPEG’s
  • Illustrator
  • Quark
  • Photoshop
  • InDesign
  • Word
  • PowerPoint

For further information about creating artwork, refer to our Artwork Guidelines.

Can I supply a printed sample so that you can match the colours? 2015-10-19T12:58:47+00:00

Colours reproduce slightly differently depending on the printing process used. Even atmospheric conditions and different paper types can affect colour reproduction. As a result, it’s unlikely that something we print will exactly match a printout from your desktop printer or something you’ve had printed previously. Although blues will still be blue and reds will still be red, the exact colour hue may not be quite the same.

If we were to reconfigure the colour settings of our presses for each and every order it would mean a lot of work and a huge increase in our prices. Our many satisfied customers agree that high quality printing and amazing low prices are more important than exact colour matching, so we print everything using the same industry standard colour settings.

How do I supply my artwork? 2015-10-19T12:58:08+00:00

During the ordering process you will be given the opportunity to upload your artwork files. Using this method we can accept large files up to around 100MB in size.

Alternatively, you can email small files (up to 15MB) to [email protected]

If you wish to supply very large files (over 100MB) you can use a free third-party solution such as YouSendIt.com and MailBigFile.com to email the files to us at [email protected]

We also accept files on CD. To avoid delays to your order, please remember to quote your order reference number on all correspondence.

Can I have different designs on each side of my mugs? 2015-10-19T12:56:29+00:00

Yes! Please follow the online designer to upload and design each side of your selected product – if you do not see the options you would like please email us or ring us and if we can help we will!

How does your Heat Sensitive Mug work? 2017-07-18T09:16:15+00:00

Our heat sensitive mugs have a black exterior finish, when the image is printed onto the mug this is hardly visible until hot liquid is added. The coating of the mug reacts with the heat and the mug changes from black to white. Once the mug starts changing to white your image is revealed.

Are your mugs dishwasher safe? 2015-10-19T12:55:06+00:00

Yes, our Standard, Two Tone and Porcelain Mugs are dishwasher safe for domestic use. However, we do not recommend that our Heat Sensitive mugs are used in a dishwasher due to the specialist coating on them. We recommend that you do not use a scourer or abrasive cleaner on any of our mugs.

How do I care for my personalised garments? 2015-10-19T12:54:26+00:00

All our print methods are very durable but do need to be looked after carefully. When washing we advise you to wash the garments inside out at 30 degrees, do not tumble dry, and iron on the inside with a cool iron.

What if my garments don’t fit? 2015-10-19T12:54:00+00:00

Each product comes with a size guide. It is important to refer to our size guide when choosing your garment. The sizes vary between garment styles therefore please check the sizing on each style. Once we have embroidered your garment we can not exchange or refund the item. COUNTRYFROG do not accept liability for goods that do not fit. If you require any advice please contact us.

Can you provide garments of a more specific type that are not featured on your website? 2015-10-19T12:52:33+00:00

Yes, we have an extensive range of garments that are not all featured on the website. We do a specialised sports brochure, work wear brochure and leisure brochure. It is normally possible for us to source anything the customer requires. E-mail us at [email protected] with the details of the particular garments that you wish to look for and a representative will contact you.

Can I have different designs on each side of my T-shirt? 2015-10-19T12:51:57+00:00

Yes! Please follow the online designer to upload and design each side of your selected product – if you do not see the options you would like please email us or ring us and if we can help we will!

What printing methods do you use? 2017-07-18T09:16:18+00:00

For garment printing we offer three options of print method. Vinyl Printing, Flock and Rhine Stones.

Vinyl transfers produce perhaps the most durable custom printed T-shirts of all our 3 custom T-shirt printing processes. Consequently, vinyl transfers are well suited to the production of custom work wear. A digitally-controlled cutter is used to cut a custom T-shirt design from a vinyl sheet. This vinyl is then removed from its backing sheet and applied to the garment using a heat press. Vinyl is produced in a wide array of colours from plain white for printing images to simple solid colour designs.

Flock Printing is for one colour text only prints, by selecting the flock colour of your choice the flock is expertly cut letter by letter and heat applied to your selected garment. The final result is very effective and durable. This is the most effective print method for text/numbers only.

Rhine Stones are again suitable for one colour . The Rhine stone colour is selected from your provided artwork and these are then heat applied to your garment. When printed these look very eye catching and are very durable.

What is my digitising charge for? 2017-07-18T09:16:20+00:00

The charge for digitising is for converting your image in to a stitch pattern, once we have done this we will send you across a copy of your stitch pattern to proof. This is a one-off payment and then your logo is stored for any future orders.

Embroidery Setup fees 2015-10-19T12:47:14+00:00

If your design is from our stock catalogue or text, there are no set up costs to be added. For customers own logos there is a one off set up charge of £14.95 for digitising artwork. Once this has been set up it does not need to be done again and is saved for any future orders.

My order has been dispatched and I have not received this what can I do? 2015-10-19T12:45:31+00:00

Please check that the address and postal code that you have supplied us is correct. If it is not correct please email us and explain what has happened.

If the item has not been delivered and your address is correct, please contact us within 48 hours.

Quality 2015-10-19T12:45:36+00:00

We are very confident that our garments are of excellent quality and can meet all the customer requirements. If you are not completely happy with the quality we will do our very best to correct the problem.

Can I cancel my order? 2015-10-19T12:45:42+00:00

Please contact us within 24 hours if you wish to cancel your order. If we have already ordered your garments from our supplier there will be a 20% re-stocking fee taken from the amount we refund to you. Once your garments are embroidered we do not give refunds unless there is a problem with your embroidery. Please ensure you check the sizing carefully when you order.

How long will my order take? 2015-10-19T12:45:49+00:00

If your design is from our stock selection of logo’s and text your order will be ready for dispatch within 7-10 working days.

If you are supplying your own artwork for garments we will email you a proof of your digitised artwork for your approval before we go ahead and print, as soon as we receive approval back your order will be dispatched within 7-10 working days.

If your order is for a large quantity or for any reason we would be unable to fulfil your order we will contact you immediately.

Samples? 2015-10-19T12:45:56+00:00

If you would like to place an order for a large quantity of items and would like to see a sample first please email us on [email protected] and we will contact you the following working day.

We do charge for samples. If you order a sample and wish to go ahead with an order, then return the sample as you received it and we will refund the full amount against the order.

What is the colour accuracy of the website? 2017-07-18T09:16:22+00:00

We have tried to reproduce the colours as closely as possible to the actual product colour, however due to different browser settings the colours may not be exactly as per the product colour. If you require a very specific colour, please contact us to purchase samples. Printed Horse cannot give refunds for reasons of garment colour after the garments have been personalised.

Do you take all credit and debit cards? 2015-10-19T12:46:08+00:00

We take all major credit and debit cards, and we have gone to great lengths to ensure your details are secure.

Is there a minimum or maximum order? 2015-10-19T12:46:25+00:00

We can supply anything from one item to hundreds. If you are ordering a large quantity of items please do get in touch with us before you place an order for a quote and to check the lead time.