Embroidery & Personalisation Policy

Last Updated: June 2026

At The Pencil Case, we take great pride in producing high-quality embroidered school uniform, workwear and personalised garments. As embroidered and personalised items are custom-made specifically for each customer, please read the following policy carefully before placing your order.

1. Personalised Products

This policy applies to all products that are:

• Embroidered with a school logo
• Embroidered with a business logo
• Personalised with names, initials or text
• Custom-made to customer specifications
• Printed or customised in any way

By placing an order for a personalised item, you agree to the terms outlined below.

2. Customer Responsibility

It is the customer's responsibility to ensure that all information supplied is accurate before placing an order.

This includes:

• Correct spelling of names
• Correct initials and wording
• Correct garment colour selection
• Correct garment size selection
• Correct logo selection where multiple options are available
• Correct delivery and contact information

The Pencil Case cannot accept responsibility for errors submitted by the customer during the ordering process.

3. Sizing Information

As embroidered garments cannot usually be resold, we strongly recommend checking sizing carefully before ordering.

Where size guides are available, customers should refer to them before purchase.

If you are unsure of sizing, we recommend visiting our store where possible to view sample garments.

The Pencil Case cannot accept responsibility for garments ordered in the wrong size.

4. School Uniform Embroidery

School uniform items are embroidered specifically for the school selected by the customer.

Once embroidery has been applied, the garment becomes a personalised item and cannot usually be returned or exchanged unless:

• The item is faulty; or
• The incorrect garment has been supplied by us.

Parents and guardians are encouraged to double-check sizing and garment requirements before placing an order.

5. Workwear & Business Embroidery

Customers supplying business logos or artwork confirm that:

• They own the copyright or have permission to use the artwork.
• They have authority to reproduce the logo.
• The artwork does not infringe any third-party intellectual property rights.

The Pencil Case accepts no liability for copyright, trademark or intellectual property disputes arising from artwork supplied by customers.

6. Artwork & Logo Quality

Embroidery quality is dependent upon the artwork supplied.

Where low-resolution or unsuitable artwork is provided:

• We may request a higher quality version.
• Minor adjustments may be made to improve embroidery results.
• Certain details may need simplifying due to embroidery limitations.

The final embroidered result may differ slightly from digital artwork due to the nature of embroidery.

7. Colour Matching

We will make every effort to match logo and thread colours as closely as possible.

However:

• Exact colour matching cannot always be guaranteed.
• Embroidery thread colours may vary slightly from printed materials, digital artwork or screen displays.
• Monitor and screen settings may affect colour appearance.

Minor colour variations do not constitute a fault.

8. Proofs & Artwork Approval

Where artwork proofs are provided:

• Customers must carefully review all details before approval.
• Approval confirms that all spelling, positioning and artwork are correct.

Once approval has been received, responsibility for any approved errors transfers to the customer.

Production may commence immediately following approval.

9. Production Times

Production times vary depending on:

• Order volume
• Garment availability
• Artwork requirements
• Seasonal demand

Estimated production times are provided as guidance only and are not guaranteed.

While every effort will be made to meet requested deadlines, The Pencil Case cannot be held liable for delays caused by circumstances outside our control.

10. Returns & Exchanges

Under the Consumer Contracts Regulations, personalised goods are exempt from the standard 14-day cancellation and return rights.

As a result, we are unable to accept returns or exchanges for:

• Embroidered school uniform
• Embroidered workwear
• Personalised garments
• Custom-made products
• Items embroidered with names, initials or logos

unless the item is faulty or supplied incorrectly.

11. Faulty or Incorrect Embroidery

If you believe an embroidered item is faulty or has been produced incorrectly, please contact us within 7 days of receiving your order.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the problem

If an error has occurred on our part, we will arrange an appropriate replacement, repair or refund.

12. Order Amendments & Cancellations

Changes to embroidered orders may only be possible before production has begun.

Once embroidery or garment preparation has commenced:

• Orders cannot usually be amended.
• Orders cannot usually be cancelled.
• Refunds cannot be provided.

If you need to make a change, please contact us as soon as possible after placing your order.

13. Garment Care

To maximise the life of embroidered garments, we recommend:

• Washing garments inside out where possible.
• Washing at temperatures stated on the garment label.
• Avoiding harsh detergents and bleach.
• Avoiding excessive tumble drying.
• Ironing around embroidered areas rather than directly over them.

Failure to follow care instructions may affect the appearance and lifespan of the embroidery.

14. Limitation of Liability

The Pencil Case shall not be liable for:

• Customer spelling errors.
• Incorrect sizing selected by customers.
• Colour variations within acceptable manufacturing tolerances.
• Delays caused by suppliers, couriers or events beyond our control.
• Copyright or trademark disputes relating to customer-supplied artwork.

Our liability shall be limited to the value of the embroidered goods purchased.

15. Contact Us

If you have any questions regarding embroidery, school uniform personalisation or workwear branding, please contact us:

The Pencil Case
9 High Street
Cowbridge
Vale of Glamorgan
CF71 7AD

Email: info@thepencilcase.co.uk
Telephone: 01446 774084

We are always happy to help with sizing advice, artwork requirements and embroidery enquiries before you place your order.