Frequently asked questions
Straight answers on branded merchandise, before you order a single pen.
Quotes, minimum orders, artwork, proofs, VAT, payment, delivery to every part of the UK, and what happens if something goes wrong. Written from the questions buyers actually send us, and kept up to date by the people who run the orders.
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General
Getting to know Swish & Click, in six questions.
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What is Swish & Click?
Swish & Click is an independent B2B distributor of promotional products and branded merchandise. You send us a brief; we find the right products in a vetted network of suppliers in the UK and elsewhere in Europe, apply your branding, and manage the order through to delivery at your addresses anywhere in the UK. Because one company handles the whole chain, you get one quote, one invoice in pounds and one named contact, instead of juggling several suppliers. And unlike a standard webshop, we work to your brief, your deadline and your delivery list, not to a fixed catalogue.
Who will we be dealing with, and where are you registered?
Your contract and invoice are with Swish and Click Ltd, a company registered in Northern Ireland (company number NI737465), with UK VAT number GB 530 7553 02. Both take a minute to check: the company on Companies House, and the VAT number with HMRC’s online VAT checker on GOV.UK. We don’t run a showroom or hold stock. Products are made and dispatched by our suppliers, in the UK or elsewhere in Europe, and delivered direct to you, which keeps overheads low and the choice wide. Wherever you are, from Cornwall to Shetland, you deal with one properly registered UK company and one contact who knows your order.
Who do you work with?
Any organisation buying for business use: councils and public bodies, universities and colleges, charities, health and emergency services, sports clubs and leisure trusts, start-ups and growing firms, agencies buying for their own clients, HR teams running welcome packs, and event and trade show organisers. Orders range from fifty branded mugs for an away day to several thousand items split across sites in different nations. What our buyers share isn’t size but the need for it to be done properly: a clear quote, a proof before anything is made, honest timings and delivery that turns up where and when it should. We work business to business only, so we don’t sell to private individuals, but sole traders and freelancers ordering for their business are very welcome.
Do you have a showroom we can visit?
No, and that’s deliberate. A showroom means fixed stock, fixed costs and a pull towards whatever is on the shelf. Instead we source each brief from the supplier that suits it, which keeps prices sharp and the choice wide. What replaces the showroom suits how teams actually buy: detailed product pages, a digital mock-up of your logo on the product before you commit, and physical samples, blank or branded, sent to your office when you want to feel the quality. We recommend samples for larger runs and for clothing. Everything happens remotely, on your schedule, from first email to approved proof.
We haven’t ordered from you before. Why should we trust you?
You don’t have to take our word for it: the important things can be checked, or are approved by you before any money is at risk. Our company number and VAT number are public records (see above). The process protects you at every step: quotes are itemised so you can see what you’re paying for, nothing goes into production until you’ve approved a digital proof in writing, and on larger orders we can arrange a pre-production sample so you can hold the real thing first. Organisations that buy on a purchase order can apply for a 30-day credit account. And we keep you informed from artwork to dispatch, so you’re never left chasing.
How can we contact you?
Email info@swishandclick.co.uk with as much or as little detail as you have, or call +44 (0)20 4652 5994. A real member of the team replies, never a bot or a ticket queue, usually within one working day. You’re welcome to write in English, Welsh or Gaelic; we reply in English. If you already know what you need, include the products, quantities, delivery addresses and the date you need them by, and you’ll usually have a written quote the same or the next working day. The quote form reaches the same people.
Products & samples
Choosing the right product.
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Can we get samples before ordering?
Yes, and for anything sizeable we recommend it. We can send blank samples so you can judge the material, weight and finish in hand, and for many products a pre-production sample carrying your branding once the artwork is agreed. Samples matter most for clothing, bags and anything where the feel counts as much as the look, because a photo only tells you so much. Costs vary: some samples are inexpensive or free from the supplier, others carry a charge, especially branded samples or items coming from Europe. Where there’s a cost we tell you up front, and we can often credit it against the order if you go ahead.
Can we get a sample with our logo on it?
Yes. Once your artwork is approved we can arrange a pre-production sample: the actual product, decorated with your logo, so you can check colour, position and print quality before the full run. It’s the surest way to avoid surprises on a large or high-profile order. A branded sample takes longer than a blank one, because it goes through the same set-up and decoration as production, and it usually carries a cost. We confirm the price and timing before anything is made, and build the extra days into your schedule.
How do we know a product is right for us?
Three things do the work. First, honest advice: tell us the audience, the occasion and the budget, and we’ll steer you towards what suits the brief, not what carries the biggest margin, and we’ll say so if an idea won’t print or photograph well. Second, a digital mock-up of your logo on the product, so you see real proportions and colours before deciding. Third, a physical sample when it matters. Because we source across a wide network rather than pushing a fixed range, we can compare material, branding method, lead time and price side by side. If you’re torn between two products, ask: that comparison is part of the service.
Can we see our logo on the product before ordering?
Yes, and it costs nothing: a digital mock-up is part of quoting. Send your logo, ideally as a vector file (AI, EPS or PDF), and we’ll show it on the product at a realistic size and position. If you only have a JPG or PNG, send it anyway. The mock-up is a visual guide, not an exact colour proof; the binding check comes later, when you approve the proof in writing before production. For orders with several products we can mock up the whole set, so the campaign is signed off together and any placement or sizing problem is caught early.
Can we mix colours, sizes or styles?
Usually, within two practical limits. Within one order you can often combine colours, sizes and even different products, which is common for clothing and event kits. The things to watch are minimums and set-up: some products have a minimum quantity per colour or variant, so very small splits can push the unit price up, and each separate print set-up, such as a new ink colour or a different position, can add a one-off charge. None of this is a barrier; it just shapes the most cost-effective way to build the order. Send us the split you have in mind and we’ll show you the price, and whether a small change gives noticeably better value.
Do you offer recycled or certified products?
Yes. The range includes recycled RPET bottles and bags, organic cotton clothing, bamboo, cork, recycled paper and refillable designs, and many items carry recognised certifications such as GRS, RCS, FSC, GOTS or OEKO-TEX. We only describe a product as recycled, organic or certified when there’s a certificate behind it, which we can share on request, in line with the CMA’s Green Claims Code. If your organisation has purchasing criteria on materials or packaging, send them with your brief and we’ll build the shortlist around them.
Do you hold stock, or source each order?
We source each order, and that’s deliberate. Holding stock would mean fixed costs and a pull towards shifting whatever is on the shelf; instead we buy each brief from the supplier that suits it, in the UK or elsewhere in Europe, so you aren’t limited to a narrow in-house catalogue. The trade-off is that the lead time runs from the moment your proof is approved, not from a shelf, which is why every quote is precise about timing. If you reorder the same items regularly, we can plan ahead so repeat orders move quickly and predictably.
Can we buy British-made products?
Sometimes, and we’ll be precise about what that means. Some of our suppliers are based in the UK and some products are branded here, but a UK supplier isn’t the same as a product made in the UK. If country of origin matters for your policy or a social value score, tell us at the start: we’ll confirm the country of origin of each item with the supplier before you order, and note it on your quote. Where a British-made option doesn’t exist, we’ll say so rather than blur the line.
Can you help if we don’t know what we need?
Absolutely; that’s often where the most useful conversations start. You don’t need a product in mind, just the brief: who it’s for, the occasion or campaign, a rough budget and quantity, and when you need it. We’ll come back with a short list of options that fit, with honest pros and cons for each, rather than a catalogue to wade through. We’ll flag what tends to work for your audience, what prints well and where your budget stretches furthest. If the event is months away, even better: an early conversation usually leads to a better, calmer result than a last-minute scramble.
Premium branding
A finish worthy of your brand.
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Branding & artwork
Your logo, faithfully applied.
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What branding methods do you offer?
All the main ones, and we match the method to the product and your artwork rather than forcing one technique. On clothing: screen printing for crisp solid colours, embroidery for a stitched premium finish on polos, caps and jackets, and full-colour methods such as direct-to-garment (DTG) and digital transfers for photographic or multi-colour designs. On hard goods such as pens, bottles, tech and keyrings: pad printing on curved surfaces, laser engraving for a permanent mark on metal, wood or bamboo, and UV printing for vivid full colour on flat surfaces. Notebooks and leather can be debossed, embossed or foil stamped, and paper and card printed digitally or by offset.
Can you print in full colour, including gradients?
Yes, when the method suits it. Full-colour techniques such as digital transfer, DTG, sublimation, UV and digital printing reproduce gradients, photographs and as many colours as your design needs. Spot-colour methods are different: screen and pad printing lay down solid Pantone colours one at a time, so they’re superb for clean, exact brand colours but not built for gradients, and each extra colour adds a screen or a pass. Engraving gives a single tone in the material’s own colour, and embroidery uses solid threads rather than blends. If your logo has a gradient, we’ll choose a full-colour method or suggest the cleanest way to adapt it, and the mock-up will show you the result.
Can we choose where our logo goes, and how big it is?
Yes. Every product has one or more print areas, each with a maximum size, and within those you choose the position and scale. We’ll advise on what actually looks right, because the largest logo that fits isn’t always the most effective, and we’d rather tell you up front. The mock-up shows placement and proportions before you commit, and the proof confirms the exact position before anything is printed.
What file should we send for our logo?
Ideally a vector file: AI, EPS or a vector PDF. It stays sharp at any size and is essential for spot-colour, engraved and cut methods, where the outline drives the tooling. For full-colour print a high-resolution PNG or JPG can work, though we still prefer vector for line-art logos. If you only have a small or low-resolution file, don’t worry: we can usually redraw it as print-ready vector artwork free of charge, case by case, and send it back for your written approval before it goes anywhere near production. Pantone references help us match your colours.
Can each item carry a different name or design?
Often, and it comes down to the method. Digital techniques such as DTG, digital transfer, UV, digital printing and sublimation handle variable data comfortably, so individual names, numbers or a few design variants across a run are very doable; that’s why they suit team kits, event badges and personalised gifts. Spot-colour methods like screen and pad printing are built around one fixed design per set-up, so per-item changes mean extra set-ups and aren’t always cost-effective. Laser engraving can also personalise items one by one. Tell us what you have in mind and we’ll tell you which method makes it work, and how it affects the price.
What if our logo won’t print well?
We’ll tell you before anything is made, not after. If a logo has very fine lines, tiny text, a gradient the chosen method can’t hold, or colours that will shift on a particular material, we flag it early and suggest the fix: often a small adjustment, a cleaner file or a better-suited method. None of this changes your brand; it just makes sure it reproduces faithfully on a physical product, which behaves differently from a screen. The mock-up gives you a first look, and for large or important orders a pre-production sample shows the real result in hand before the full run.
Can you brand several different items to match?
Yes, it’s one of the most common things we do: a coordinated set carrying the same branding across different products. We keep your logo consistent from item to item and match colours as closely as each method allows, and we’ll be straight with you where a material changes the result. An engraved steel bottle shows the logo in the metal’s own tone, embroidery renders it in thread and a printed bag shows it in full colour, so the same logo can look subtly different across a kit by nature rather than by mistake. We mock up the whole set so you can sign it off as one campaign, and plan production so the items arrive together.
Can you redesign or modernise our logo?
We’re a merchandise distributor, not a branding agency, so we don’t take on logo redesigns or create identities from scratch, and we’d rather be honest about that than do it badly. What we can do is prepare your existing logo for production: clean it up, redraw it as sharp vector artwork, fix a low-resolution file, and advise on how it will reproduce across different methods and materials. If a colour or fine detail won’t survive a particular technique, we’ll suggest a small, faithful adjustment for that use. If you genuinely need a redesign, we’ll point you towards a designer and pick it up from there once the new artwork is ready.
Can you brand items in Welsh, Gaelic or both?
Yes. Send us the approved wording and we’ll set it exactly as supplied, accents included: ŵ and ŷ in Welsh, and à, è, ì, ò and ù in Gaelic. Bilingual designs are common for councils, universities, health boards and charities in Wales and Scotland; if your organisation follows the Welsh Language Standards or a Gaelic Language Plan, tell us how the languages should sit, for example Welsh first or both at equal size, and the proof will show it. Small or engraved text needs a typeface that carries those accents cleanly, and we check that before you approve. We reproduce the wording you approve rather than translate slogans ourselves, so please have new wording checked by your own translator.
Ordering & lead times
From your first email to your door.
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How do we place an order?
There’s no account to set up and no platform to learn. Send us your brief: the products, rough quantities, your logo, the delivery addresses and the date you need them by. We reply with a written, itemised quote, usually the same or the next working day, often with a mock-up of your logo on the product. When you’re happy, confirm the quote in writing and we’ll send a short order form for the final details. Then you pay our pro forma invoice by bank transfer, or send your purchase order if you have a 30-day credit account. We send a digital proof, and production starts only once you’ve approved it in writing and payment has cleared or your PO is in place.
How long does it take, from proof to delivery?
It depends on the product, and we’d rather give you an honest range than a number that slips. Production takes from 2 working days for selected express items, around 7 to 14 working days for standard items, and 4 weeks or more for bespoke or made-to-order items. The clock starts when your proof is approved and payment has cleared, or at your PO on a credit account. Delivery comes on top: around 3 to 5 working days from UK-based suppliers to mainland Great Britain, and 5 to 8 from European suppliers, customs included, with a little longer for Northern Ireland and the Highlands and Islands. Every date we give is an estimate, not a guarantee: only a director can confirm a guaranteed date, in writing.
Can we get our order faster?
Sometimes, and we’ll always look into it rather than dismiss it. Some suppliers run express production on selected items, and express delivery can shorten the final leg, so if you have a fixed event date, tell us early and we’ll find out honestly what’s achievable. Two things are worth knowing. The usual bottleneck isn’t production but approvals, so the fastest orders are the ones where the quote, order form and proof are turned round quickly at your end. And express delivery has to be booked before dispatch: a parcel sent on a standard service can’t be upgraded on its way. Power banks and Bluetooth items travel by road, not by air. Where a rush is possible it may cost more, and we’ll show you that before you commit.
Is there a minimum order?
There’s no fixed minimum: we quote small runs too. What varies is the practical minimum for each product and branding method. Some items can be ordered in small quantities, while others carry a supplier minimum of fifty, a hundred or more, usually where a method has a fixed set-up cost that only makes sense spread across a reasonable run. That set-up is the real reason small orders can look expensive per unit: it costs the same whether it’s applied to twenty pieces or two hundred. Your quote shows any minimum that applies, and we’ll point out where a slightly larger quantity gives much better value.
Can we order just one or two items?
For a true one-off it depends on the product and method. Digital techniques such as DTG or digital printing can make a single item economically, so a one-off T-shirt or a short personalised run is realistic. Most branded merchandise, though, is set up for quantities, because the set-up costs the same for one piece as for a hundred, which makes a single branded item disproportionately expensive. If what you really want is to check a product before a bigger order, a sample is usually the better route: we can arrange one, blank or branded, and confirm any cost up front.
What happens once we approve the quote and artwork?
Your order moves from our sales side to our logistics team, who see it through to your door. Production starts once two gates are passed: payment has cleared, or your PO is in place on a credit account, and you’ve approved the proof in writing. Both protect you, because nothing is made until the order is settled and you’ve signed off exactly what will be printed. The supplier then produces and decorates your items, logistics arranges dispatch, and you receive tracking at dispatch. If anything affects the timeline along the way, you hear it from us rather than discovering it late.
Can we make changes after approving the artwork?
Once you’ve approved the proof in writing, production is cleared to start, so changes from that point are difficult and sometimes impossible. If the items haven’t gone into production yet, we’ll do everything we can to accommodate a change, though it may affect the timeline or cost. Once production has started, the artwork is committed, and a change usually means a fresh set-up and a new run. That’s why the proof matters so much: check the spelling, colours, position and size carefully, because it’s your last chance to catch anything. If you spot something after approval, tell us straight away; the sooner we know, the more options there are.
How do bank holidays and Christmas affect our dates?
We count working days, so weekends and bank holidays don’t count, and bank holidays differ by nation: Scotland has St Andrew’s Day and its own August date, Northern Ireland has St Patrick’s Day and 12 July, and England and Wales share theirs. We plan your dates around the holidays where the goods are going. Over Christmas our team closes after Friday 18 December 2026 and reopens on Monday 4 January 2027. Most suppliers also close between Christmas and New Year, and the weeks before Christmas are the busiest of the year for couriers, so for Christmas gifts the earlier the better. Use the counter below to see how many working days you have before your date.
Working days to your date
Standard items need around 7 to 14 working days after proof approval, plus 3 to 8 for delivery.
Delivery across the UK
Across the UK, nation by nation.
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Where do you deliver?
Anywhere in the UK: England, Wales, Scotland and Northern Ireland, including the Highlands and Islands, to offices, sites, venues, campuses and, where you need it, home addresses. The Channel Islands and the Isle of Man are on request. One order can be split across as many addresses as you need, each planned and priced separately. If part of your campaign lands outside the UK, for example an event in Europe, tell us where: we can usually quote that too. Tell us the destinations early, because they shape the delivery estimate and, for goods coming from Europe, the customs side of the order.
How long does delivery take?
After dispatch, plan around 3 to 5 working days from UK-based suppliers to mainland Great Britain, and 5 to 8 working days from European suppliers, including customs clearance. Allow a couple of extra working days for Northern Ireland, the Highlands and Islands and other remote postcodes. Every date we give is a considered estimate, not a guarantee, and we plan with the upper end of each range. The weeks before Christmas and major sales events slow every courier, so if your date falls near one, we’ll build in extra room. Delivery time sits on top of production and starts only once the goods leave, so approving your proof promptly protects the whole timeline.
Check your postcode
A guide only: courier zones vary, and your quote confirms the route, timing and any surcharge.
How much does delivery cost?
Delivery is quoted per order rather than charged from a fixed table, because the honest cost depends on where it’s going, the weight and volume, and how fast you need it. It’s included in your quote, line by line, so it’s visible up front. A pallet of exhibition stock to a city-centre venue and a single box to a rural address are very different jobs, and the Highlands and Islands, other remote postcodes and Northern Ireland can carry a surcharge and take longer, which we’ll always flag. If you’re sending to several addresses, each has its own delivery line, so you can see what each adds. For goods from European suppliers, the quote also states the import terms agreed before dispatch.
Do you deliver to Northern Ireland?
Yes. Delivery to Northern Ireland is quoted per order, because suppliers price it individually and some routes take a couple of days longer. Goods moving into Northern Ireland follow their own rules under the Windsor Framework, and some suppliers need a declaration that the goods are staying in Northern Ireland; if so, we’ll ask you to confirm that, so the supplier can complete its paperwork. Mention any Northern Ireland addresses when you ask for a quote, and we’ll plan the timing and cost from the start.
Do you deliver to the Highlands and Islands?
Yes, from the mainland Highlands to Orkney, Shetland, the Western Isles and the islands of Argyll. Remote and island postcodes take longer, often by a couple of working days, because not every courier serves every postcode and some deliveries depend on ferry timetables and the weather. Surcharges may apply, and your quote shows them line by line. If your goods are for an event on an island or at a remote venue, tell us the date early and we’ll plan back from it with room to spare. The same goes for other offshore islands, such as the Isles of Scilly.
Do goods from European suppliers carry import charges?
They can. Goods made by European suppliers travel into Great Britain through customs, and your quote states the delivery terms, agreed before dispatch. Under DDP (Delivered Duty Paid), we handle the import. Under DAP (Delivered at Place), the receiver pays the import VAT, any duty and the clearance fees, and needs a GB EORI number. Applying for one is free on GOV.UK and usually immediate, though HMRC can take up to five working days if it needs to check details. We’ll never tell you there are no further charges on European goods; we aim to show the full landed cost before you order.
Can you deliver to several addresses, a trade show or a home address?
Yes. One order can go to several UK addresses, each with its own delivery line, a named recipient and a phone number, because couriers often make a single attempt. For a trade show or conference, whether at the NEC, ExCeL, the SEC in Glasgow, ICC Wales or the ICC in Belfast, plan delivery for 2 working days before opening, never on opening day, and send us the venue, hall, stand number, build-up days and an on-site contact; many venues have their own delivery rules and handling fees. Hotels and home addresses work, but they’re less reliable than an office: receptions may refuse or mislay parcels, so a named, reachable recipient matters even more.
Can we track our order?
Yes. You receive tracking when your order is dispatched, and our logistics team is your point of contact for anything along the way. Two honest notes. Tracking can sit still for a day or two, particularly when goods cross from Europe or are handed to a local courier for the final leg; a quiet spell is usually normal movement between systems, not a lost parcel, and the first scan can take a working day or two to appear. And the most effective way to avoid a failed delivery is a reachable recipient with a mobile number, because many couriers make only one attempt. If tracking looks genuinely stuck, tell us and we’ll chase the courier for you.
Can you deliver on a set date, or in batches?
Often, yes, and it’s worth planning early. If your goods need to arrive for an event or launch, we work the production and dispatch schedule back from that date, with a sensible buffer for transit. We can also stagger delivery: part of an order now and the rest later, or a larger quantity rolled out in phases to different sites. One thing to be clear about: we don’t hold stock or offer long-term storage as standard, so this is about scheduling and phasing rather than keeping your goods on a shelf. If you have recurring dates, such as student intakes, graduations or an events season, tell us and we’ll plan around them.
Pricing, VAT & payment
Clear numbers, no surprises.
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Are your prices shown with or without VAT?
Our quotes show prices ex VAT, in pounds sterling, with VAT at the UK standard rate of 20% added as one line, so the total is never a surprise. Invoices come from Swish and Click Ltd and show our VAT number, GB 530 7553 02, so a VAT-registered organisation can account for it in the usual way. If any item carries a different rate, the quote says so. For goods from European suppliers, the quote also states whether delivery is DDP or DAP, agreed before dispatch. Use the calculator below to add or remove VAT.
Add or remove 20% VAT
Ex VAT£0.00
VAT at 20%£0.00
Inc VAT£0.00
For a quick check only: your quote and invoice show the exact figures.
Which currency do you quote in?
Pounds sterling, on every quote, pro forma and invoice. There’s no exchange-rate movement between the quote and the payment and no conversion built quietly into the price: the figure on the quote you accept is the figure you pay, in pounds.
Do larger quantities lower the unit price?
Usually, and often noticeably. Two things pull the unit price down as the quantity rises. The one-off set-up a branding method needs, such as a screen, a die or a digitised embroidery file, is a fixed cost spread across the run, so the more units share it, the less it adds to each. And suppliers price in bands, so the product cost per unit typically steps down at certain quantities. That’s why a small order can look expensive per item while a larger one suddenly looks very reasonable. If you’re close to one of those thresholds we’ll point it out, because a modest increase can sometimes lower your unit cost enough to be worth it.
Are there set-up or design charges?
There can be a set-up charge, and where there is, it’s shown openly on the quote rather than hidden in the unit price. Most branding methods need one-off origination, such as preparing a screen, a die or an embroidery file, charged once per design rather than per item. Digital mock-ups are part of the service, not a separate charge. If your logo needs redrawing as clean vector artwork, we can usually do that free of charge, case by case, with your sign-off on the final version. We aren’t a design studio, so creating a logo or substantially reworking one sits outside a normal quote. Everything that does apply is itemised.
How do we pay?
Two ways. Pay our pro forma invoice by bank transfer in pounds before production starts, quoting the reference on it so your payment is matched quickly. Or, if your organisation orders regularly or needs to buy on a purchase order, apply for a 30-day credit account: once it’s approved, we start on your PO and you pay our invoice within 30 days. One security note: if you ever receive a message saying our bank details have changed, call us on +44 (0)20 4652 5994 before you pay anything.
When do we pay?
On a pro forma, payment comes before production, against the invoice we issue once you’ve accepted the quote. That’s deliberate and protects both sides: production starts only once payment has cleared and you’ve approved the proof in writing, so nothing is made until the order is settled and you’ve signed off exactly what will be printed. On a credit account, we start on your purchase order and you pay within 30 days of the invoice date. Either way, there’s no chasing after the event and no doubt about when work starts.
Can we order on a purchase order?
Yes, with a 30-day credit account. It suits councils, universities, health bodies, charities and companies whose finance teams pay against a PO. Once the account is approved, send your PO with the order: we put the PO number on the invoice and you pay within 30 days. We’re happy to complete your new supplier forms and to quote in the format your procurement team needs, itemised and ex VAT. For a first order, or while an account application is being reviewed, a pro forma keeps things moving.
Will we receive a formal quote and a VAT invoice?
Yes, at every stage. You start with a written quote that itemises the products, branding, any set-up, delivery and VAT, so you can see exactly what you’re agreeing to. Once you accept, you receive a pro forma invoice to pay, or we work from your PO on a credit account. After that you receive a proper VAT invoice from Swish and Click Ltd for your records, in pounds, with our VAT number. So there’s a quote to decide on, a document to pay against and a final invoice to keep, each clearly referenced. If your accounts team needs the paperwork in a particular form, tell us and we’ll do our best to accommodate it.
Aftercare & support
Looked after, start to finish.
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What if our order arrives damaged, faulty or wrong?
Tell us straight away and we’ll put it right. Send our logistics team your order reference and a few photos of the problem, ideally including the packaging and the courier label, and we’ll look into it promptly. Whether it’s transit damage, a fault in the goods, the wrong item or a branding error, the first step is to understand exactly what happened, and we’ll keep you informed while we do. Every order is different, so we don’t pretend one fixed remedy fits every case; what we promise is that a genuine problem is taken seriously and resolved fairly. Check deliveries when they arrive and flag anything promptly: the sooner we know, the more options we have.
Can we cancel or change an order after placing it?
It depends how far along the order is, and we’ll always be straight with you about where it stands. Before production starts there’s usually room to adjust or cancel, though anything already set in motion, such as artwork set-up or a placed supplier order, may carry a cost we’d explain first. Once production has started, the goods are being made for you, so cancelling or changing is difficult and sometimes not possible. That’s why production only begins once payment has cleared or your PO is in place, and you’ve approved the proof in writing: that’s the moment to make sure everything is right.
Can we return branded items if we change our minds?
Branded merchandise is different from an off-the-shelf purchase. Because the items are made and decorated for you, to your artwork and specification, they aren’t stock we can take back and sell to someone else, so we can’t offer change-of-mind returns the way a shop would. That’s exactly why the proof stage matters: it’s your chance to confirm the product, colours, placement and quantity before anything is made. A genuine fault or an error on our part is a different matter entirely, and one we’ll always put right.
Can you ship without your branding and include our own note?
Yes. We ship neutrally as a matter of course: there’s no Swish & Click marketing in the box and nothing that cuts across your relationship with the recipient. If you’d like the delivery to arrive as though it came straight from you, we can work that way, and in many cases include a printed card or insert of your own, so the unboxing feels like your brand. It’s a normal part of how we work, especially for agencies, and for companies sending merchandise on to their own clients or to staff working from home.
Do you work with agencies and resellers?
Very much so. Many of our clients are agencies, marketing teams and resellers running campaigns for their own clients, and we’re set up to sit quietly behind them. That means neutral shipping, discretion about who the end client is, and no attempt on our part to approach your clients: the relationship is yours and stays yours. We can deliver directly to your client under your name, handle multiple destinations and keep the paperwork clean on your side.
Can packaging be plastic-free or recycled?
Often, yes, and we’re happy to steer you towards the better options. Packaging depends on the product and the supplier, so it varies rather than being one fixed standard, but plastic-free, recycled or recyclable packaging can often be arranged, and we’ll tell you honestly what’s realistic for your order. If your organisation has packaging rules, for example no single-use plastic at an event, send them with the brief so we can check before you commit.
Can you store stock and send it out as we need it?
We can talk about it, though it’s worth being clear about how we work. We don’t hold clients’ stock as standard, so we aren’t a fulfilment house. What we can do is plan an ongoing programme with you: scheduled production, periodic dispatch and phased delivery timed around your calendar, which covers most of what organisations mean by ordering on demand. Where a genuine store-and-send arrangement is needed, for example welcome packs sent to new starters as they join, that’s a specific set-up we’d scope and price with you rather than a standard service.
How do we reorder the same items?
Send us the order reference from your previous order with the new quantity and addresses. We start from your approved artwork and the same product specification, so you don’t need to repeat the brief, and you’ll get an updated quote and a fresh proof to approve, because suppliers sometimes change colours or product versions between runs. If you reorder regularly, such as for every intake or every season, tell us the rhythm and we’ll plan ahead so each run moves quickly.
Here to help
Ready when you are, wherever you are in the UK.
Swish & Click exists for one job: getting branded merchandise made properly and delivered where it needs to be, without you managing a string of suppliers. Welcome packs for new starters in Cardiff, lanyards for a conference in Glasgow, hoodies for a club in Belfast, client gifts for a firm in Leeds: one brief, one quote, one invoice, one contact.
From everyday pens, notebooks and tote bags to drinkware, clothing and premium gifts, the aim is always the same: the right product for the audience, branded properly, at a price that makes sense for the quantity you actually need.
Everything above is written to be straight with you rather than to sell past the awkward parts. We tell you when a date is an estimate, when a product is made to order and can’t simply be returned, and when goods from Europe may carry import charges. Quotes are itemised, VAT is stated in full, and nothing goes into production until you’ve approved the proof in writing and payment has cleared or your PO is in place.
Behind the website is a small, responsive team rather than a call centre: a reply usually within one working day, and one contact who knows your order. If a question here hasn’t quite answered yours, the quickest route is simply to ask.
Start a conversation
Request a quote, or just ask
Send us the brief, the quantity and where it needs to go. We reply in writing, usually within one working day, with honest options and clear prices in pounds.
Request a quoteOr email info@swishandclick.co.uk or call +44 (0)20 4652 5994.
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