FAQs

The maximum print area depends on each item – we show the print area on each product page.

Every product has a maximum decoration area (logo size limit) defined by its shape and print method. You’ll find this information in the product details under “Print area” or on your digital proof. Our team can advise on the best way to position your logo or artwork for maximum impact.

Our team can help with artwork ideas.

If you don’t have your logo in the required format (see the FAQ above on artwork), our team can re-draw or convert it for you. We can also help with artwork ideas, adjust layouts, and recommend the best design or branding method to ensure your logo looks its best on each product.
If you’re after a completely new design or brand refresh, we can recommend trusted design agencies for you to collaborate with.

We don’t create new logos, but we can recommend trusted designers.

If you don’t yet have a logo or final artwork, that’s no problem. While we don’t offer full logo or brand design services in-house, we work closely with several trusted design agencies who can help create your visuals.
Once your logo is ready, our team can step in to apply it to your chosen merchandise, adjust layouts, and make sure everything prints perfectly.

We always provide you with a proof before production – nothing goes to print without your approval.

We always provide a digital proof or mock-up for you to approve before production begins. This ensures you’re completely happy with the artwork, layout, and colours before we proceed.

Both plain and pre-production sample products can be requested to ensure you are happy with the product before ordering. 

Definitely. You can request plain (unbranded) samples or, for some products, a printed pre-production sample.
Depending on the product there may be a small cost for the sample.  Just ask, and we’ll let you know the options.

Sample costs depend on the product and supplier – we’ll confirm before sending.

Sample pricing varies depending on the product and the supplier it comes from.
Plain (unbranded) samples are sometimes free or charged at cost plus postage, while printed or higher-value items may have a small charge.
Just let us know what you’d like to see, and we’ll confirm the exact cost before arranging your sample.

Yes, we can colour match brand colours on a range of promotional items.

We can match brand colours using Pantone / PMS systems where the production method allows. Perfect colour accuracy can depend on the material and base colour, but we’ll always show you a proof and flag any variation before production.

Screen print, embroidery, engraving, full-colour digital and more.

We offer the following printing methods:

• Screen printing
• Pad printing
• Transfer printing
• Embroidery
• Laser engraving
• Embossing
• Debossing
• Doming
• Digital full-colour printing
• Transfer printing

We’ll recommend the best method depending on your logo and product.

Learn more in our guide: https://steel-city.co.uk/blog/how-is-merchandise-made/

Vector files (AI, EPS, SVG, High-Resolution PDF) are the best file format for your artwork.

For the best print quality, we ideally need vector files such as AI, EPS, SVG or high-resolution PDF. These are all vectorised artwork files and are suitable for all branding processes. The artwork should have all paths outlined so that we have full access to your design.

If you don’t have any of the above artwork formats, but you have a brand guideline, brand book or the original high-resolution logo as a PNG or JPEG, please send that instead. Alternatively, there is the option of redrawing your logo into a vector format at an additional cost.

Find more details in our guide: https://steel-city.co.uk/blog/artwork-formats-for-branded-merchandise/

Don’t worry if you don’t have your logo in the right format, we can help convert or redraw your logo.

If you don’t have your logo in a vector format (like AI, EPS, SVG or high-resolution PDF), our in-house team can help. We can often convert or professionally re-draw your logo so it’s suitable for high-quality printing and embroidery.
This ensures your branding stays sharp and consistent across all products. There may be a small one-off fee for redrawing artwork, depending on complexity – we’ll always confirm this before proceeding.

The minimum order quantities typically start from 25 – 50 units.

Minimum order quantities vary by product. Many popular items start at 25–50 units, while some imported or custom-made products require higher quantities.
You can use our website filters to find products that match your preferred order size, or ask our team for recommendations to suit your budget.

The standard lead times for production and delivery is 10 working days from artwork approval.

Standard lead times are around 10 working days from artwork approval, depending on the product.
Some more complex or imported items take longer – but if you’re working to a tight deadline, we do offer express turnaround options on selected lines.

You can even filter by “Express” on our website to find quick-delivery products.

There may be a small variation in final quantities due to production processes.

In some cases, the final delivered quantity may differ slightly from the amount ordered, usually within ±10%.
This small variation is a standard part of the manufacturing and printing process for branded merchandise.
We’ll always invoice you based on the actual quantity supplied, and we’ll let you know in advance if a specific product type is more likely to vary.

We’ll aim to price match or beat a like-for-like, comparable quote.

If you’ve received a like-for-like quote from another reputable supplier, let us know – we’ll always try to match or beat it where possible.

Payment is upfront for new customers and payment terms by approval.

For first-time customers, payment is typically in advance. For approved account customers, our standard terms are 30 days (unless otherwise agreed). We may perform credit checks. We accept payment by bank transfer or card (for approved accounts).

Quotes are valid for 28 days from issue.

Our quotes are valid for 28 days unless stated otherwise. Prices are based on current materials and production costs, which can occasionally change before despatch.

Prices exclude set-up, delivery and VAT.

Prices shown online or quoted include one standard print position (e.g. 1 colour or full colour).
Most products have a one-off setup fee for screens or print plates, though digital items and repeat orders may not.
Delivery and VAT are added to your final invoice, and we’ll always list every cost upfront so there are no surprises or hidden extras.

All quotes exclude VAT unless stated otherwise.

Prices shown on our website and in our quotes exclude VAT, unless clearly stated.
VAT will be added to your final order confirmation or invoice at the standard UK rate.
If your business is VAT-exempt or based outside the UK, please let us know, we can confirm how VAT applies to your order before you proceed.

Yes, larger orders will mean a better unit price.

Yes, we provide tiered pricing with lower unit costs for larger orders. We’ll always show you the best price breaks available for your quantity.

We only use your personal information to process your order and keep in touch.

We take your privacy seriously. Any personal or business information you share with us is used only to process orders, manage your account, or send you updates you’ve asked to receive.
We never sell or share your data for marketing. Some details (like your name and delivery address) are shared securely with trusted suppliers and couriers to fulfil your order.
You can read our full Privacy Policy or contact us at [email protected] with any questions.

You will only receive marketing emails if you opt in – and you can unsubscribe anytime.

We only send marketing news, tips and offers if you’ve chosen to receive them. You can unsubscribe anytime with one click.

We use MailerLite to manage our email newsletters. MailerLite acts as our GDPR-compliant data processor, hosting subscriber information securely within the EU.
You can read their policies here:

Privacy Policy: https://www.mailerlite.com/legal/privacy-policy

Data Processing Addendum (DPA): https://www.mailerlite.com/legal/data-processing-agreement

We use secure systems and trusted partners to keep your data secure.

Your data is stored safely on our secure, backed-up servers in Sheffield. We use encryption and limited access to protect your information, and work only with trusted, compliant partners like Worldpay and MailerLite.

Yes – just contact us to make a request to delete your data.

You can request a copy of your data, or ask us to update or delete it, at any time.
Email [email protected] or call 0114 275 4150, and we’ll respond within 30 days.

Yes, we can create fully bespoke promotional items.

f you have a unique idea or concept in mind, our team can work with trusted suppliers to design and produce completely bespoke merchandise, tailored to your brand and campaign.

 Yes, we stock a range of eco-friendly products, including recycled, reusable, UK/EU-made items and more.

Expanded: Sustainability is a priority for us and a hugely growing product area within the promotional products industry. We supply a large range of eco-friendly products such as recycled pens, bamboo tech, organic cotton bags and t-shirts, reusable water bottles, seeds and plant items and UK/EU-made merchandise that reduces carbon impact. If you can’t find what you are looking for, please contact us and we will do our best to find the item you require.

You can explore all our eco-friendly and sustainable items here: https://steel-city.co.uk/product-category/eco-friendly/

We supply all types of branded merchandise, including pens, bags, drinkware, premium gifts, and sustainable products.

We offer a huge range of promotional and corporate merchandise – pens, notebooks, water bottles, mugs, bags, tech accessories, clothing, event giveaways, and luxury corporate gifts.
If it can be branded, we can usually source it, including fully bespoke items made just for your campaign.

If it can be branded, we can usually make it happen.

We work with a large network of trusted UK and global suppliers, so we can source and brand almost any product – from everyday essentials to completely unique, made-to-order items.
If you already have a product in mind, tell us and we’ll do our best to source it (or a close match) and confirm whether it’s suitable for branding.
We’ll also advise on the best print methods, lead times, and minimum order quantities for unusual items – so your idea comes to life safely and effectively.

Yes – we’re here for you even after your order arrives.

Customer satisfaction matters to us. We send out a customer feedback survey after every order. You can view the results here: https://steel-city.co.uk/client-happiness/

If you have any questions or issues after your order is delivered, please contact us within 14 days and we’ll work quickly to resolve them.

Let us know within 14 days – we’ll put it right quickly.

If you notice any issues with your order once it’s been delivered, such as damaged items, incorrect quantities, or print errors, please contact us within 14 days of receiving your products.
Our team will investigate and work with you to put things right as quickly as possible, whether that means a replacement, repair, or refund.
We pride ourselves on great service and quick resolutions, so don’t hesitate to reach out if something’s not perfect.

Yes – custom packaging and presentation can be arranged.

Expanded: We can provide individual packaging, branded packaging, gift boxes, inserts, or premium presentation options. Let us know early in your enquiry so we can include these options in your quote.

If something is wrong or damaged with your order, tell us within 14 days; we’ll repair, replace or credit.

In the rare event there’s an issue with your order, please get in touch within 14 days of delivery with details and photos. We’ll sort it quickly with a repair, replacement, or credit.

You must own or have permission to use your artwork, logos and branding.

Please only send artwork you own or are authorised to use. This helps us protect your brand and ours. If in doubt, we’ll guide you through what’s needed.

Yes – we offer creative, expert promotional product advice.

Definitely! Our team doesn’t just process orders – we offer consultancy too. We can suggest creative, on-trend merchandise ideas that align with your campaign goals, audience, and budget.

Yes – we can manage logistics for multi-site deliveries.

We regularly coordinate branded merchandise for clients with multiple offices, sites or event locations. Our team can manage all logistics to ensure everything arrives where it needs to, on time.