Customer FAQs

Customer FAQs

This collection of frequently asked questions (FAQ) provides brief answers to many common questions about our products and services. 
 
Q. How do I supply artwork?

A. You can email your artwork to sales@zell-em.com. For details on suitable file formats see: Artwork Guidelines for details.

Q. What is a screen charge?
A. Screen charges only apply where screen printing is the type of branding process to be used. The charge covers the cost of making the screen ‘stencil’ used to print your artwork onto the items ordered items.

Q. What is an embroidery set-up charge?
A. This is the cost for the process to convert your artwork into a file format that is compatible with our embroidery machinery. Known as ‘digitisation’, the process turns the artwork into stitches and thread colours.

Q. Do you supply artwork proofs before my order is produced?
A. We always email a visual proof prior to production. We do not commence production until you are completely happy with the proof and we have received your ‘official sign-off’. In the case of clothing orders, a ‘stitch out’ or sample of your embroidered logo is available on request.

Q. Can you accept scanned photocopies of artwork?
A. Whilst we can accept a variety of artwork file formats, non-vector artwork has to be redrawn by our designers. In this instance, there will be an increased set-up charge for the additional time required to transpose the artwork from the photocopy into a suitable digital format. Please visit: Artwork Guidelines for details.

Q. Can we deal with a ‘human’!?
A. Yes, of course! In fact we encourage it! Please don’t feel you have to trawl this website for answers. Please call us on 01253 345287 and our friendly team are available to answer all your questions. Where appropriate, we also offer on-site support through our nationwide team of Account Managers.

Q. Can you send us a product samples before we buy?
A. Of course! The samples we will supply are an exact product match of the item you are considering. Most promotional product samples will feature logos or messaging to showcase our print capability and give you an impression of what your own branded product will look like. All promotional product and clothing samples must be returned within 30 days of receipt unless we specify otherwise.

Q. I cannot find what I am looking for on the website - so, can you manufacture or source it?
A. Most likely! Not everything we produce or source is catalogued on this website. Just contact us and it's most likely we will be able to match your exact specification.

If you still can’t find the answer you were looking for, please contact us on 01253 345287 or
email us at: sales@zell-em.com.