From the first enquiry through to delivery — what you'll receive at each stage, what we need from you, and what happens next. Nothing here needs a login.
Almost every question about this system comes down to who is being asked to do what. There are three parties in a typical job, and the emails are addressed accordingly.
We design the visual, make the garments and ship them.
Our customer. You hold the account, raise the purchase order, and own the commercial decision on whether a job goes ahead.
The club, school or team who'll wear the garments. They approve the look and enter their own sizes and quantities.
Most of what we send you is designed to be forwarded on to your customer. That's why the emails and approval pages carry your logo and colours, not ours — your customer should never need to know we exist.
It's also why some things come back to you for a second look. Your customer can approve a design and enter quantities, but they can't commit your money. Anything with a commercial consequence stops with you.
An enquiry starts one of two ways: someone adds products to a cart in the customer portal and checks out, or you email us directly and we enter it. Either way you get an acknowledgement so there's a record that we have it.
Once the design is drawn up, our designer sends it out. You get an email with a link to a review page. The link needs no login — that's deliberate, so you can forward the email straight to your customer and they can review it themselves.
The review page asks for one of three decisions per product, not one decision for the whole job.
Sign it off and order it now. Opens the size and quantity grid.
The design is right, but don't order yet. It stays approved and can join a later order.
Send it back to the designer with a note. You'll get a new visual to review.
An order can only be placed once every product on the visual is approved. The moment any product is set to Request Changes or Approve for Later, the "Approve & Place Order" option disappears on every other product too.
It works the other way as well — once you pick Approve & Place Order on one product, Request Changes and Approve for Later come off the table for the rest.
This stops a job splitting into an order that's half in production and half still being designed. If some products need changes, approve the good ones for later; once the changes come back, you order the lot together in one go.
| Size | S | M | L | XL | Total |
|---|---|---|---|---|---|
| Demo Product | 24 | 48 | 48 | 24 | 144 |
As soon as decisions are submitted, you get an email breaking down what was decided on each product — approved and ordered, approved for later, or changes requested. This email goes to you whether it was you or your customer who clicked.
It carries up to two buttons, depending on what was decided:
| Button | Appears when | What it does |
|---|---|---|
| Raise Order Now | Products were approved but not ordered | Pulls every approved product into a new order in one click. |
| Confirm Order Details | An order was placed on the visual | Takes you to the confirmation page in step 5. This is the one people ask about. |
The order arrives with us as a draft. It isn't in production, nothing has been bought, and no factory has seen it. It stays that way until you confirm it.
This is the most common question we get, and it's a fair one. Here's the reasoning.
When your customer placed the order: they picked the sizes and quantities, but they can't commit your money. Maybe you're waiting on payment from them first. Maybe you want to check the quantities. We're not going to commit a job on the say-so of someone who isn't our customer — so it comes to you.
When you placed the order yourself: it can feel like being asked twice. It isn't. The confirmation page asks for four things that were never asked for when the order was entered:
| Detail | Asked when ordering | Asked at confirmation |
|---|---|---|
| Sizes & quantities | Yes | Yes — last chance to adjust |
| Names & numbers | Yes | — |
| Your PO number | No | Yes |
| Air or sea freight | No | Yes |
| Delivery address | No | Yes |
| Date you need it by | No | Yes |
So it's not a duplicate. It's the only point in the process where anyone is asked how the goods ship, where they go, when they're needed, and under what PO.
One refinement: when you've already sent us your purchase order, our team keys those four details in from your document — so the page shows them pre-filled for you to verify rather than asking you to type them again. The details are still confirmed here and nowhere else; you just aren't re-entering what you already told us.
Plenty of orders start as a PO emailed straight to us. Our team builds the order from your document and sends you one link that does two jobs: the same confirmation page, with your artwork added for review.
Each product shows its renders, logo placements and size chart — the same review you'd get on a visual — with an Approve artwork and a Request changes button per product. The details we keyed in from your PO (PO number, freight, delivery address, required-by date) are pre-filled for you to check, and quantities are still yours to adjust. The size grid shows the product's full size range, not just what was on your PO — so you can add bigger or smaller sizes here, or zero out ones you no longer need.
You can't confirm until every product is approved — the same rule as visual approvals, and for the same reason: nothing goes to a factory with artwork you haven't signed off. Request a change on any product and your feedback comes straight to our team instead; we fix the artwork and send you a fresh link. Anything you already approved stays approved — you only re-review what changed.
Everything on one page, and it takes about a minute:
| Field | Notes |
|---|---|
| Quantities | Pre-filled from what was ordered. Adjust them here if they're wrong — after this they're locked. |
| Your PO number | Free text. Appears on your order and on the paperwork. |
| Your PO document | Optional upload. Attaches straight onto the order. |
| Air or sea freight | Changes both the cost and the lead time. |
| Delivery address | Pick a saved address for one of your groups, type a new one, or tick "I'll confirm the address later". |
| Required-by date | We show you the earliest standard date. Ask for sooner and the order is flagged urgent for our team to look at. |
| Your name | Recorded against the confirmation, so there's a record of who signed it off. |
| Quantities | editable |
| Your PO number + document | — |
| Air or sea freight | — |
| Delivery address | saved / new / later |
| Required-by date | — |
Once submitted, the link becomes read-only. If something needs changing after that, message us on the order rather than trying the link again.
Your confirmation lands with our team, who check it over and turn it into a real order. At that point you get an order confirmation email with a firm delivery date on it.
The order confirmation deliberately carries no pricing. It's designed so you can forward it straight to your customer as their confirmation, without your margin on it.
Before the factory runs the whole order, they produce a sample and photograph it. We send those photos to you for sign-off. It's the last check on colour and quality against the real thing rather than a screen.
Same as the visual: a link with no login, one decision per product, and you'll get a receipt afterwards showing what was decided. Request changes on a product and it goes back to the factory; the rest carry on.
When the goods physically leave the factory you get a Left factory email — often with the production photos attached, so your customer can see what's coming.
The goods come to our warehouse first. When we pick and send them on to you, you get an Out for delivery email with a local tracking link.
Freight is the international leg from the factory to our warehouse — that's the air or sea choice you made at confirmation. Local delivery is the last leg from our warehouse to you. The tracking link covers the local leg only.
Something else on the visual is set to Request Changes or Approve for Later. Every product has to be approved before an order can be placed. Clear that decision, or approve those products for later and order everything together once the changes come back.
Because they can't commit your money, and because the confirmation collects four things nobody has been asked yet: your PO, air or sea freight, the delivery address, and the date you need it by. See step 5.
No — the confirmation asks for your PO, the freight method, the delivery address and the required-by date, none of which are asked when the order is entered. It's also your last chance to change quantities before they lock.
Because your order skipped the visual-approval step. When an order comes in as an emailed PO, our team builds it straight from your document — so the artwork sign-off that would normally happen on the visual page happens here instead, on the same link as the confirmation. The details from your PO are pre-filled for you to verify, you approve each product's artwork, and one submit does the lot. Nothing goes to a factory with artwork you haven't approved.
Yes — that's what they're built for. The approval links need no login, and the emails and pages carry your branding, not ours. The one to keep to yourself is the order confirmation request in step 5, which is your commercial decision to make.
Put the date you actually need on the confirmation page. If it's inside our standard lead time the order is flagged as urgent and our team will come back to you on whether it's achievable — rather than it quietly going through as a normal job.
Tick "I'll confirm the address later" on the confirmation page. It won't hold the order up. We'll chase it before the goods are ready to send.
An order can only be confirmed once. If something needs changing after that, message us on the order in your portal and we'll sort it out.
Confirmed means it's with us and scheduled. The next thing you'll hear about is panel prints, which come once the factory has the job and has run a test print. Your portal shows the current stage at any time.
Everything above also lives in your portal — signing in shows you the current state of every job rather than the last email you happened to receive. It is also where you start an order rather than waiting to be asked.
Your logo and your colours, not ours.
Each with its own logo, colours and delivery address, saved and ready.
Every product built for you, with your artwork on it.
Everything available off the shelf, plus the colour chart and fabrics.
Add to Order or Add Enquiry as you browse, then send the lot in one go.
Your delivery dates and our factory closures — add your own on top.
What stage it’s at and when it lands.
What has left the factory, including split deliveries.
One list of everything waiting on you.
Everyone at your company sees all of your orders and products. Visual enquiries are the exception — a person sees the enquiries for the groups they're assigned to, plus any they raised themselves. Your account administrator sees everything. If someone can't find an enquiry they expect, it's almost always a group assignment; tell us and we'll fix it.
You'll see everything from the move onwards. Orders and products from before it aren't in the system yet — that data is still being worked through. If there's something specific you need brought across, just ask.