FAQ
Straight answers to the questions we hear most. If yours isn't here, ask — hello@moemark.co.uk, or the contact page. A person answers, usually the one holding the garment.
Ordering something personalised
How does personalising work?
Pick the piece you want personalised, make it yours — build the design in the customiser or upload your own artwork — then check it and pay. The price on the page is the price you pay: personalising is included in it. We make exactly what you approved, in our Oxfordshire workshop, and send it to you.
I've made a mistake — can I change or cancel my order?
Email hello@moemark.co.uk straight away with your order number — speed is everything, because we start quickly. If we haven't started making it, we'll happily fix the design, change the size or colour, or cancel and refund. Spotted an address mistake? Same answer: if it hasn't been dispatched we can usually change it, and we'll tell you either way. Once a personalised piece is made, it's made — see the next question.
Can I cancel or return a personalised item?
Because it's made for you, a personalised item can't be returned for a change of mind — that's one of the few kinds of purchase the law lets us not take back, and with your name on it we couldn't resell it anyway. Faulty, damaged, or not what you ordered is a different matter entirely: see Something's wrong with my order below. Our mistakes are put right at our cost, always.
How do I get the size right?
Measure before you order: check the measurements on the product page against a garment you already own that fits, rather than going by the size you usually buy — sizing varies between brands. Unsure about anything on the page? Email us before you order. It matters more here than in most shops: a personalised item in the wrong size can't come back for a change of mind.
Will the decoration last — how do I wash it?
Follow the garment's care label; as with any printed clothing, cooler washes, inside out, and skipping the tumble dryer treat a print kindly. Engraving is permanent — it's in the surface, not on it. And worth knowing: a print that fails in normal washing is a fault, not wear and tear. Email hello@moemark.co.uk with a photo and we put it right at our cost.
What should my artwork look like?
A proper logo or design file — PNG, SVG or PDF — at or larger than the size it'll be used beats a screenshot or a photo of a letterhead every time. The sharper the original, the better the print or engraving. Not sure if yours is up to it? Email it over before you order and we'll tell you straight. One thing worth knowing: uploaded files are stored with a web address that anyone holding the exact link can open, so don't upload anything confidential — our privacy policy has the detail.
Who owns the artwork I upload — and is there anything you won't print?
Your artwork stays yours — uploading it changes nothing about who owns it. We use it only to make your order, and keep it on file so reordering is easy; ask us to delete it and we will. Your side of the bargain: only upload what you own or have the right to use — someone else's logo, or a character from a film, needs permission you actually hold. And we can decline to print any design — anything unlawful, hateful, or that we believe infringes someone's rights — with a full refund if we decline after you've paid.
Will you check my design before making it?
We make what you approve — spelling, dates, names and all — so the design is yours to check before you pay. If we spot something that looks like an obvious mistake, we'll ask before making it. But don't lean on the safety net: read it twice.
I need lots of personalised pieces for an event — different names on each
You can order as many as you like through the customiser — but for a big batch (wedding favours, a hen do, a team of names) the easier route is to email hello@moemark.co.uk first with what you're planning, the names, and the date. We'll agree the simplest way to order it and confirm the date is safe before any work starts.
Trade orders and quotes
What's a trade account, and who can have one?
It's how businesses buy here. Sign in with your work email, apply with your organisation's details and website, and we approve accounts by hand — usually after a look at the website you point us at. Once approved, every trade price on the site opens up.
We're a club, school or charity, not a company — can we have a trade account?
Yes. Trade accounts are for organisations buying as organisations — sports clubs, schools and PTAs, charities and community groups, not just limited companies. Apply signed in, tell us who you are, and point us at wherever you live online — a website, a club page. A person approves accounts, not a checklist, so if you're not sure you fit, email hello@moemark.co.uk and ask.
Why can't I see prices on For Business products?
Trade prices are part of the trade account — they open when you're approved. Sign in and apply on the trade account page; the form takes a couple of minutes.
How does a quote work?
Build a basket, choose the printing you want on it, and submit — one click if you're signed in. We price it by hand and aim to have your quote back within one working day; it's usually quicker. Nothing is paid until you've seen the figure and approved the work: when you're happy, we send an invoice, and paying it is what places the order.
How is printing priced?
By position, colours, and quantity. A chest or sleeve logo is the standard rate; a full-front or full-back print is a large print and costs more. Every For Business product page shows the bulk table — the all-in price per garment at each quantity, printing included — so once your trade account is approved, the number is in front of you before you ever ask us.
Will I see a proof before you print my order?
Nothing gets decorated until you've approved it. On personalised products, the preview you build in the customiser is the proof — what you approve is what gets made. On trade orders you approve the work and the figure before paying anything; if you want the artwork laid out on the garment first, say so when you send your quote and we'll agree it with you before anything is printed.
Can I try a sample before committing to a bulk order?
Yes — ask us. Email hello@moemark.co.uk with the garment, colour and size you want to check and we'll arrange a sample separately, because plain orders under 25 pieces can't go through the quote basket. Want to see your print on the garment first? Say so in the same email and we'll suggest the cheapest way to be sure.
Can I buy blank garments, no printing?
Yes — same basket, with the printing set to None, from 25 pieces per order. Plain garments have their own flat rate, and the quote works exactly the same way.
Is there a minimum order?
Yes for plain garments, no for printed ones. An order with no printing anywhere on it starts at 25 pieces across the basket — a plain garment carries a small flat margin, and a handful costs more to pick, pack and post than it earns. Put a print on any line and the minimum no longer applies: printing on a trade quote is priced in tiers, so each print costs less the more you order, and a small run simply carries the small-run rate. Personalised items and the blanks on our Blanks page are priced per piece, however many you buy.
How do I pay — and do you offer credit terms?
Anything bought straight from the site — personalised or plain — is paid at checkout, with the payment options shown there; payment is handled by Shopify's providers, and your card number never reaches us. Trade orders run the other way: approve your quote, we email an invoice, and paying it through the same secure checkout is what places the order. We don't run credit accounts — but nothing is owed until you've approved the figure, and nothing is made until it's paid.
Which brands do you carry?
More than a hundred garment brands — Fruit of the Loom, Gildan, Bella Canvas, Stanley/Stella and the AWDis family among them, alongside workwear names like Premier, Yoko, Regatta Professional and B&C. Browse by brand or by product type from the For Business page.
Can I reorder the same design later?
Yes — your artwork stays on file for exactly this reason (ask us to delete it and we will; the privacy policy has the detail). For personalised products, sign in and order again. For a trade repeat, send a new quote basket and tell us it's a rerun of a previous job — or just email hello@moemark.co.uk and we'll take it from there.
Do you add VAT?
No. We're not VAT registered, so no VAT is added to anything we sell — there's no tax on top of any figure we show you or quote you. On a personalised product, the price on the page is the price you pay: personalising is included in it, and nothing is added in the designer. If your business reclaims VAT: there's none on our invoices to reclaim, because none is charged.
Delivery
How long until my order arrives?
Everything personalised or printed is made to order, so it depends on the work. Plain stock isn't — its dispatch time is on the product page. Ordering against a date? Tell us — email before or just after you order and we'll confirm the date is safe before work starts. Whatever the work, we deliver within 30 days of your order at the outside, unless we've agreed a different date with you. Trade orders agree timing in the quote, before you pay. The shipping policy has the rest.
How much is delivery?
For anything you buy straight from the site — personalised or plain — it's shown at checkout before you pay. For trade orders it's part of your quote: the figure is in front of you before you approve anything.
Do you deliver outside the UK?
For now, UK only.
How will I know it's on the way?
When your order ships you get a dispatch email, with tracking where the carrier provides it. If the parcel hasn't landed within a few days of that email, contact hello@moemark.co.uk with your order number. A parcel that's genuinely lost gets replaced or refunded — we won't leave you to fight the courier.
I'm buying a gift — can you send it straight to them?
Yes — the delivery address at checkout can be any UK address, so put theirs in (and double-check it: it's where the parcel goes). If it's for a date, see the question above — tell us and we'll confirm it's safe before work starts. Anything else gift-shaped — timing it, keeping the surprise — email hello@moemark.co.uk before you order and we'll tell you straight what we can do.
Can I collect, or get local delivery?
We're in Wallingford, Oxfordshire. If you're local and would rather collect — or wondered about local delivery — email us and we'll sort something.
Returns and problems
Something's wrong with my order
Email hello@moemark.co.uk with your order number and a photo of the problem. If it's faulty, damaged in the post, or not what you ordered, we replace it or refund it — including the delivery you paid, with any return postage on us. That's the deal whoever you are, consumer or trade.
How do I return a plain, unpersonalised item?
Buy something plain as a consumer and it can come back: tell us within 14 days of receiving it, get it back to us within 14 days of telling us, and we refund within 14 days of it arriving. You cover the return postage. Blank stock supplied against a trade quote is different — returns are by agreement, so ask before sending anything back. The refund policy has the detail, including the returns address.
Accounts and the shop
Why doesn't my account have a password?
There isn't one to remember. Sign-in is handled by Shopify: enter your email, a six-digit code arrives, and you're in. We never set, see, or store a password.
What decoration methods do you use?
Laser engraving, UV printing, DTG, DTF and screen printing, all on our own kit in Oxfordshire — each suits different materials and designs. Business orders can also be embroidered — mention it when you send your quote. Not sure which suits your design? Email it over and we'll say straight.
What is Blanks?
Our own plain stock, sold by the piece with no decoration — for anyone who does their own engraving, printing or pressing. Prices are on the page, with no account to apply for and no minimum: one is fine. The footer signup carries new stock, never more than monthly.
Who's behind MoeMark?
MoeMark is a trading name of MOEBEER LTD, registered in England and Wales and working out of Wallingford, Oxfordshire — where the decorating actually happens, on our own laser, UV and screen-print kit. How it Works tells the longer story; the contact page knows where to find us.