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Handmade by Machine


Terms and Conditions

Delivery

In-stock items will usually be despatched on the first business day following your purchase. As we do not hold stock of every single item, many will be produced to order and these are usually despatched within 5 working days. Any garment with customised embroidery will usually be despatched within 10 working days; we will try and email you an estimated despatch date if we expect to exceed this. We use Royal Mail for most deliveries.

Contacting Us

Please email any queries to us at sales@handmadebymachine.com or phone us on 0845 125 9959. We are a small and busy company so you may get the answerphone - don't be put off but do make sure you leave a contact number for us to get back to you.

Returns

We want you to be happy with your purchases from us. If anything is faulty, please return it within 28 days for a replacement or refund. If it isn't what you ordered, please return it unopened. If you have changed your mind on a non-customised item, e.g. if it does not fit you, please return it within 7 working days.

Note that we cannot accept returns of customised garments unless they are faulty (holed/torn/faded - not that we would send something like that out intentionally!).

If we have made a mistake, we'll also refund the delivery charges and your costs of returning the item. We recommend you use Recorded Delivery when sending anything back to us.

Returns should be sent to:

Handmade by Machine Ltd.
5 The Sidings
Irthlingborough
Northamptonshire
NN9 5RZ

Bespoke Orders

When quoting we will give you an estimated lead time for production of your order, which is usually accurate within 5 working days. Lead times begin from the date on which payment is received (and cleared in the case of cheque payments). If your order is time critical and you need a particular deadline met you must inform us when placing the order.

Please make sure you confirm all the details of your order when sending payment or deposit - colours, sizes, quantities, delivery address, any deadline requirement etc.

Setup fees cover design and test stitch work and are non-refundable once design work has been started. If your order does not include a notified setup fee and you cancel it before production has begun, your refund will be reduced by a sum of not less than £20 to cover initial design and setup work. If a test stitch has been produced at this point a charge will also be deducted for this, and if one has been despatched, a postage charge will also be deducted.

Where an explicit setup fee has been paid, you will be emailed a computer-generated mockup of the design for initial approval, followed by a scanned image of a test stitch once produced. This can also be posted to you at extra charge. Once approved, production of your order will take place within the quoted lead time - do please note that design work can take place some time in advance of production and approval of the design does not necessarily mean your order will follow in the next day or so!

Returns - we can only accept returns on physically faulty goods, e.g. holed/torn/faded items, which we endeavour never to let out of the door anyway! If you have reason to be unhappy with a bespoke embroidered item please contact us before returning it. We are afraid we are unable to accept returns for bespoke items where you have simply changed your mind about the design as approval of the test stitch is considered to be final and binding. It is your responsibility to make sure sizes are correct when ordering.

Privacy

The information you give us when registering your account is held purely in order for us to process your order. We will never disclose or sell this information to anybody else. You are welcome to email us for a complete listing of the information held about you.