Our story & frequently asked questions

Flawless Embroidery was born from a passion for bringing ideas to life through high-quality stitching. As a proud, family-run local business based in Telford, United Kingdom, we believe that every stitch tells a story—and we are dedicated to helping local businesses, sports clubs, and individuals throughout Ketley and the wider Shropshire community tell theirs.

From durable workwear that elevates your team's professional identity to personalized items that make a bold statement, we take your raw artwork and transform it into standout, long-lasting branded apparel. Being a family business means our values are rooted in trust, community, and personal connection. We refuse to supply cheap, flimsy garments—we handpick heavyweight, durable fabrics because proper garment thickness makes all the difference, ensuring a crisp, smooth finish without puckering, distortion, or fabric damage. We treat every client like a neighbor, offering friendly guidance and hands-on service from start to finish.

We pride ourselves on our precise stitching, clean finishing, and reliable turnaround times, ensuring that every single item leaving our workshop meets the highest standards of excellence. Our commitment to quality and integrity means we approach every project—whether it's a single custom piece or a full workforce uniform—with the exact same dedication, care, and fine attention to detail.

How do I send you my logo for custom embroidery?

If you are a new customer, don't forget to upload your logo file directly using our Logo Setup page when ordering

Is there a minimum order value?

Minimum Order Required £100 

We accommodate orders of any size, from individual garments to large corporate bundles. However, to get the best value on shipping, we recommend grouping items together

 

If you require a smaller order please get in touch via email flawlessembroidery@outlook.com

How much is postage?

Orders under £150 £11.95

Order over £150 £6.95

How long will my order take?

Turnaround & Delivery Statement

Standard turnaround is 7 to 10 working days from artwork approval to dispatch.

During peak seasonal periods—particularly September (back-to-school and autumn workwear refreshes) and November–December (winter bundles and holiday deadlines)—lead times may extend to 10 to 14 working days.

If you require your garments by a specific date, please contact

Where can my logo be placed?

Left or right side of chest, Left or Right sleeve or back, you decided by choosing from the dropdown box on the product page for the item

And if you are a new customer don't forget to email me your logos to me on flawlessembroidery@outlook.com

Size Guide Disclaimer

 Please note that all sizing charts and measurements provided are for guidance only and are based on garment manufacturing standards. Chest measurements refer to garment dimensions or recommended body fit, with an industry-standard manufacturing tolerance of +/- 1cm to 2cm. To ensure the best fit, we recommend measuring a similar item of clothing you already own that fits well before placing your order.

Return & Refund Policy

1. Custom & Embroidered Items Due to the personalized nature of custom-embroidered and bespoke garments, all sales of customized items are final. We cannot accept returns, exchanges, or issue refunds for personalized products unless the item is faulty, damaged, or there is an error in the embroidery/decoration that differs from your approved proof or order details.

Please ensure you carefully review all sizing charts, spelling, and logo previews before confirming your order.

2. Plain / Uncustomized Garments Unembroidered items may be returned within 14 days of receipt for an exchange or refund, provided that:

  • The item is unworn, unwashed, and in its original condition with all tags attached.

  • The item is returned in its original packaging.

Faulty or Incorrect Garments

If your order arrives damaged, faulty, or incorrectly processed on our part, please contact us within 7 days of delivery at flawlessembroidery@outlook.com  with your order number and photos of the issue. We will arrange a replacement or issue a full refund, including return postage costs.

Return Postage

 For standard returns of plain items, return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Processing Refunds

 Approved refunds will be processed back to your original payment method within 3–5 business days of us receiving and inspecting the returned goods.

Are you VAT registered

Yes VAT @ 20% will be added at the checkout

Logo Set up Costs

Yes! For new customers, simply choose your setup option from the dropdown box on the product page when ordering. Setup is £30.00 for left chest only (or £50.00 for left chest & back). This includes your digitizing and sample approval to ensure the quality and colors of your logo before we stitch it onto your garments

If I can't see what I am looking for

If there is anything you would like but are unable to find it email us @ flawlessembroidery@outlook.com and we aim to get back to ASAP

Why is there a Minimum order value (MOQ)

Why do custom embroidered items carry a setup cost on smaller orders? Unlike standard blank clothing that is pulled straight off a shelf, custom embroidery requires professional preparation before a single stitch can be sewn on your garments.

Every logo has to be digitally converted into a specialized embroidery program (digitising), the machine has to be precisely set up with the correct thread colors, and each garment must be carefully hooped by hand. This intensive setup and machine preparation time is exactly the same whether we are producing 1 item or 50 items.

  • For bulk orders: That fixed setup cost is spread across multiple garments, bringing the individual unit price down.

  • For single or very small orders: 100% of the setup, programming, and flat courier costs hit that single item, making it poor value for money for you and unsustainable for small-run production.

To ensure you get the best value for your money—and to keep our workshop efficient—our online store has a minimum order threshold. If you ever need just a single one-off sample or a smaller top-up order, feel free to reach out to us directly via email flawlessembroidery@outook.com , and we’ll be happy to look at the best way to help!