Frequently Asked Questions (FAQs)

Can I have my delivery in my time?

For very urgent orders we offer the express delivery option, you can choose the Express option by activating the checkbox in the ordering process.

Express orders within Birmingham that are placed before 10 am will be delivered the following day. Deliveries to other countries take one more day to arrive.

Information on additional express shipping costs to various countries is listed here . Prices for express shipping to countries not listed in the table depend on the weight of the goods. When applicable, higher customs dues (e.g. for shipping to Norway ) must be paid.

Reasons for a possible delay of the delivery:

• If your order contains products which have to be printed with   digital print,   we need one additional day for its production.

• If you pay with   prepayment   your order will enter production only when we receive the amount on our account. Usually, the desired delivery date will thus be postponed by at least 3 days. Please ask your bank about the terms and conditions of an urgent transfer, if necessary.
• If there is a   public holiday   between the ordering and the estimated delivery day, the delivery will be postponed by one working day.

To ensure a quick delivery, it may be necessary to replace missing colours or sizes with similar products. Therefore, it is important to leave your phone number in the address form provided in the checkout, so that we can give you a call in case of complications.

Attention:   Fresh can NOT guarantee that your order will be produced and shipped as express as unforeseen complications can always occur.

If the Express delivery has not been successful please contact us immediately.

Can I return/exchange my order?

As stated in your contract, you can return goods with written confirmation (i.e. by letter; fax or e-mail) within 2-weeks without giving reason. Within this time-period we will exchange or take back unworn and unwashed products. When returning gifts, we will simply refund the value of the product.

Please send any unwanted goods back to us and also make sure that you contact our service team with all the details.

Can I change or cancel an order?

You can easily edit or cancel a new order, as long as it has not already been processed by us.

Should you want to alter your ordered design, please contact us to help you!

Can I return or exchange goods I have received?

Every order you receive from Fresh is a unique, tailor-made item that has been especially made to suit your needs.
This is what separates us from more traditional clothing manufactures. Returned goods cannot be returned to the shelf and sold on to the next customer – so what comes back to us simply lands in the charity box.

If you have ordered something with Fresh – you can return it by law. The small print regarding your rights can be found (in the most beautiful legal-jargon currently available) within our   Terms of Use (¬ 10).

Our Promise:

If the product you receive should have any defect (e.g. we made a printing mistake) then we will of course take it back and either refund your money, or exchange it with a shirt of the expected quality. More information about our returns policy can be found in our Terms of Use (¬ 8).

If there is no physical problem with the product, but you are still unhappy with what you have received – contact us we will take (almost) anything back.

To help us keep our promise – we need you to do a couple of things...

1. Only make a large order when you have gone through your exact requirements with your team!

If you are a little unsure about sizes, colours, cuts or printing techniques – make yourself a test order before going the whole hog! Returns due to ‘I don't like it' reasons can only be made for single items – and not for a whole team of football shirts.

2. Check your order(s) e-mail confirmation immediately!

If you have noticed a spelling error or have picked the wrong design, follow the link in the order confirmation e-mail and cancel the order immediately. You can then retrieve your order under "My Orders" and make the necessary changes.

3. Order as soon as possible if your order is designed for a specific date.

We are fast, but we cannot guarantee that your order will arrive at your door the very next day. Sometimes there can be delays due to design problems or the product not being in stock. We cannot accept a shirt being a day late for your grandmother's birthday as a reason for return. Of course, if you have you select the express option (which adds an additional cost) your order will be guaranteed to be with you by the promised date.

What are the methods of payment?

Methods of payment available are based on the country from which the order was received and the total order amount. Here is an overview of payment methods:

For the United Kingdom, Northern Ireland and Ireland:

PayPal is our main payment processor, which allows you to pay via the following methods of payment. (note you do not need to have a paypal account)

What are the delivery/shipping costs?

Shipping costs are dependent on the size of the order and its country of destination. The following countries are those which we are able to deliver to:

Will my order be processed immediately?

All orders leave us within 48 hours of receiving the order and payment.  

Prerequisites for speedy delivery:

• Complete and correct payment information (credit card payments)
• Correct statement of purpose (order number) on bank transfers
• Complete shipping and billing addresses
• No problems with the design

 We ship with the Royal Mail & DHL. Unfortunately, we cannot control the delivery time.