Frequently Asked Questions

As a trade supplier, our processes are designed to ensure accuracy and efficiency at every stage

Below you’ll find answers to the most common questions about ordering, production, delivery and returns. We recommend reviewing this section before placing your order to help avoid delays and ensure everything runs smoothly.

Orders

I have not received a confirmation email or order number?

If you have not received a confirmation email or an email with your order number after you have placed your order, we recommend we check your spam/junk folder just to double check it isn't in there. If not - please do pop us an email at hello@sellshirts.com and we can try to locate your order for you.

If you could confirm the date you placed the order and the email address the order was under it will help in trying to locate your order.

Do you offer a sample service?

We do not offer a FREE sample service but we do recommend that you order just one garment before ordering in bulk with us.

How to change the address on my order?

To change the address on your order just contact hello@sellshirts.com with your order number confirming the new address. As long as the order has not been dispatched we will be able to get this changed for you.

I've made an error/spelling mistake/uploaded the wrong image to my order

If you have found that you have made an error on your order you can email hello@sellshirts.com and as long as your order is not in production we will be able to assist you to get your order right.

If in your enquiry you include any images that you need changing or confirming and spelling errors, our team will fix it for you straight away.

How can I track my order?

You can track your orders at any time from your account area or by going directly to our order tracking page.

Here you can access the tracking information you need for each individual order.

Can I add another T-shirt or item to my order?

Unfortunately due to our heavily automated system we are unable to add items to orders. You will need to place a new order for the missing item/items.

Garments

How do I wash my printed garments?

Firstly, please ignore the washing instructions in the garment itself. These are for a blank garment and not a printed one.

Wash your shirts at 40 degrees or less. Iron on reverse (cool). Do not tumble-dry.

What size shirt should I use?

We have provided you with detailed sizing information, based on information we have from our manufacturer. Please note that sizing guidance given next to the shirts is on a TO FIT basis, so the shirt will be larger than the actual measurement given.

The women's longer-length tops are VERY stretchy, and are designed to be very fitted (i.e. tight).

Their actual (unworn) measurements are significantly smaller than the same sizes in other tops.

I can’t find the garment that I want on your site

If you are already selling a specific garment, which you can’t find on our site, please contact Customer Service or email hello@sellshirts.com and you can request the garment.

We are happy to add requested garments, as long as we can get them from our supplier.

Delivery

What do I do if my order hasn't arrived?

Whilst Royal Mail normally delivers all first class post within 1-2 working days, they can on occasion take longer. In the unlikely event that your goods do not arrive, allow 7 days before calling us. We cannot authorise any remakes before this time has passed as Royal Mail have been known to deliver within this time.

However, if you paid to have Express delivery, contact us immediately as we can provide you with the tracking reference to chase it with the carrier.

What are your dispatch times?

Our dispatch times are the best on the web.

If you order a stock item before 2pm Mon-Fri, we aim to dispatch it the same day. If you order a non-stock item before 2pm Mon-Thurs, we aim to dispatch it the following day.

Stock item orders over the weekend are generally dispatched on Monday, and non-stock items ordered over the weekend on Tuesday.

After dispatch, our standard delivery (Royal Mail First Class) typically arrives the next day in the UK (but can take up to 7 days), in 6/7 working days to the EU and 10 working days worldwide. It is important to note that delivery times are out of our control, as we do not deliver the goods ourselves.

Please note that the times quoted are estimates. Sometimes dispatch may take a little longer depending on stock, our workload and staff availability / illness.

Can I have my order quicker than your standard delivery times?

Yes you can. When you checkout, select the Express Delivery option. Express delivery, offered through DPD Local, can help to guarantee that you receive the ordered goods by a particular day.

The additional charge for express delivery depends on the number of garments that you order, as well as their weight. Express delivery for Saturday carries an additional charge on top of the existing prices. By going with the express delivery option, we will be provided with a tracking number, which can be used on the DPD Local website to track your parcel in transit.

While express delivery is a very secure form of delivery, streetshirts cannot be held responsible for any parcels lost or delayed, as service is run and controlled directly by DPD.

Express delivery is only available on parcels being delivered within the mainland UK (excluding highlands and islands).

What's the difference between dispatch and delivery?

Dispatch refers to the period of time it takes for us to make your customised product and pass it to the postal service or courier for delivery.

This is different to the delivery time, which is how long the delivery service takes to get the package from our offices to your home.

How much do you charge for delivery?

Standard delivery to the UK starts at £4.99 (Guaranteed delivery options are available during checkout for an additional charge.)

The basket will calculate your delivery charges to your location.

What delivery method do you use?

We use Royal Mail, and send all our parcels first class as standard. The majority of orders will fit through a standard postbox so you will not need to wait in.

For express orders we use DPD, if you have selected this option you will receive tracking information once we have dispatched your order.

Returns

My garment is faulty, how do I return it?

If you would like to return an item to us you can use the following steps:

Email hello@sellshirts.com with your request and some photos if possible
We will review your request within 24 business hours
Package the merchandise to prevent damage, enclosing your order number. Send the merchandise using registered post or other secure method of delivery, retaining the receipt until you have received credit for your return. Proof of posting is not proof of delivery.

Please note that the return costs are not pre-paid. Postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. In cases where we do refund return postage, we will only refund the cost of standard Royal Mail registered post. If you choose to use any enhanced return option, such as a courier, this will be at your expense. You must return the goods, together with their packaging, in the same condition as supplied to you. Returns are sent at your risk.

The top is larger/smaller than I expected, can I return it?

If we have sent you the wrong size garment, we will absolutely remake it for you in the right size when you return it.

If we have sent you the garment you ordered, we will not be able to accept it for return as we have made it just for you. We do provide sizing information on the site, which acts as a guide when choosing your size.

The image is pixelated, can I return it?

Unfortunately not. We print the image exactly as you give it to us, and if your image is not of a high quality that is a shame, but is ultimately down to you. Our process is automatic, and artwork doesn't get checked. Please see our FAQs on images for more information.

The top isn't the colour I expected, can I return it?

If we have accidently sent you the wrong colour, you can absolutely return it and we will remake it for you. If we have sent you the colour you ordered, however, we cannot accept it for return as it is a bespoke item that has been made just for you.

The colours on screen all have names which appear when you select them, and the colour is also written next to your shirt in your basket. Please do check these carefully, as colours can appear differently on different monitors.

I expected the artwork to be a different size, can I return it?

The artwork is automatically generated from the design you provide, so the sizing is decided by you. The t-shirt designer shows the size of the print in cm so that you can see the print size before you buy.

We print it exactly as you design, and don't alter the sizing of your artwork in any way.

What happens if my order is not correct or not as I expected?

If the error is ours, we will reprint free of charge.

If the error is yours, we will reprint the item after the corrections have been made, however you will be charged for the additional item. It is extremely important that you order samples of your products before offering them for sale, to avoid any confusion about the final prints.

Sizing

What do the sizing measurements mean?

The guidance measurements given next to the shirts are supposed to represent what size person they fit. They are not the actual measurements of the garment itself, which naturally need to be larger than the person they are designed to fit.

What size shirt should I choose?

The women's longer-length tops are VERY stretchy, and are designed to be very fitted (i.e. tight).

Their actual (unworn) measurements are significantly smaller than the same sizes in other tops

Do you offer children's sizes?

Yes we offer children’s and babies garments, however these are different items to the main adult garments. To find these garments, click on the “Garments” dropdown and you will see a quick link to our Kids and baby garments.

Printing

What printing method do you use?

We print our garments using DTF (Direct to Film) printing. This process allows us to produce and dispatch thousands of garments every day while maintaining exceptional quality and vibrant colour. You can find more details about our printing method on Our print process page.

Can I print white on white, black on black etc?

We print shirts exactly as ordered. If you place black text on a black shirt, even though it is unlikely to be overly visible, it will get printed. These can work effectively if you want to add a contrast in texture. All artwork is printed automatically - it will not be checked.

Will the colour look exactly as it does on my screen?

All monitors are different, and show colours differently. We have made sure that the difference between the colours is accurately reflected, but we cannot guarantee that the colour you see will be the same as the real life colour. It depends on your individual computer settings (brightness, contrast etc.). We do not offer a colour matching service.

Design

How to turn your t-shirt around?

You can change the side of the t-shirt that you are designing on by using SHOW FRONT / SHOW BACK toggle at the top of the designer. Using this you can design on the front and the back of each garment. Don't worry you don't need to save when changing views, all info will be saved from both sides.

Why does my print look small?

For a small number of orders we do receive queries regarding the sizing of the print on the shirt. With this, there are two things that we would ask you to check:

When you designed the shirt online, the t-shirt you designed was on a person, and therefore you were designing the shirt 'as worn'. As the shirt is on a person, viewed from the front, the edges of the shirt are not shown, as they are round the sides of the wearer. We find that some people compare the flat shirt they have received with the design they submitted online. As people aren't flat (and some of us are deeper than others) it's not comparing like with like to compare the shirts like this. If you try the shirt on and look in the mirror, you should find that your shirt matches the preview exactly.

To make sure we deliver shirts that match the previews, and that we deliver exactly the same item again if you order another two years from now, all of the sizing is calculated automatically when you design online. This file is printed as-is to our machinery. Our designer shows the size in cm before you order. This is shown when you click on the image, it will display the image size in centimeters above the image.. The size shown is the size of the image uploaded, so if your image has large transparent areas that don't print, you can see the size of the print by drawing a box the size of the visible area.

You might like to know for the future that if you want a print from edge to edge of the flat shirt, you can extend the artwork off the edge of the shirt as you design online. Bear in mind though, that the details at the edges will not be seen when the shirt is worn and the person wearing it is viewed from the front. It's for this reason our design works on an 'as-worn' basis.