Frequently Asked Questions

For logos and graphics, we need vector files. These are resolution-independent and scale to any size without loss of quality. Vector files typically end in:

• .eps
• .ai (Adobe Illustrator)
• .pdf (vector-based, not a scanned copy)
• .svg

All text within the file should be converted to outlines and any linked images embedded before sending.

For a full overview of acceptable formats, what to avoid, and how to prepare your files correctly, see our Artwork Guidelines page.

Yes. If you only have a low-resolution version of your logo — such as a JPEG copied from a website — our in-house design team can redraw it as a clean vector file. This is provided free of charge in most cases. Once redrawn, you will own the vector file and can use it for all future orders and print work.

In most cases, yes. Pantone references (PMS codes) allow us to match your brand colours accurately across different products and branding methods. This is especially important for embroidery thread colours, screen printing inks, and pad printing.

Ideally, share your brand guidelines with us — these tell us not only your Pantone codes but also how your logo should be used, which helps us get the branding right first time.

If you don't have Pantone references, we can do a nearest match based on your existing artwork. This works well in most cases but cannot guarantee an exact colour match.

For more on how colours work in print, see our Pantone Colour Chart and Artwork Guidelines.

Yes. Once we have worked with you to narrow down the product options, we will provide visuals showing approximately how your artwork will look on the product — before you place your order. This is a design mock-up, not a photograph of a finished item.

Once you confirm your order, we provide a final artwork proof for your approval. Production does not begin until you have approved this in writing.

Before your order goes into production, we will send you a final artwork layout for approval by email. This shows the exact position, size, and colour of your branding on the product.

We require written approval (by email) before we can proceed. Please review carefully — once approved, changes cannot be made without potentially affecting your delivery date or incurring additional charges.

All delivery dates run from the day your artwork is approved, not from the day your order is placed. If approval takes time or revisions are needed, your delivery date may be affected. You will be kept updated about your delivery date throughout the process.

If you have a fixed event date or deadline, please tell us when you enquire so we can work backwards and flag any potential issues early.

Yes, on many products. Photographic or full-colour raster images can be printed using digital printing or dye sublimation methods. The artwork must be supplied at a minimum of 300 dpi at the intended print size — images taken from websites are rarely sufficient quality.

If you are unsure whether your image will print well, send it to us at sales@zestpromotional.com and we will check it for you.

No. All prices quoted by Zest Promotional are exclusive of VAT. VAT at the current UK rate will be added to your invoice.

All prices are quoted in British Pound Sterling (GBP) as standard. We can also quote in Euros or US Dollars on request.

An origination charge (also called a set-up charge) is a one-off fee to prepare the machinery or tooling for your specific artwork — for example, creating a screen for screen printing, a die for embossing, or digitising a logo for embroidery.

At Zest Promotional, we quote an all-in price as standard, so you are unlikely to see this listed separately on our quotes. However, if you have received quotes from other distributors that do itemise origination charges, be sure to check the overall total rather than just the unit price when comparing.

On the rare occasion an origination charge is quoted separately, your account manager will explain why and confirm the full cost before you commit.

Website prices are based on a basic branding method — typically a one-colour print to one position, which is usually the most common and lowest-cost option. Prices exclude VAT but include set-up costs and delivery to one UK mainland address.

If your artwork requires a different branding method — for example, full-colour digital print, embroidery, or multiple print positions — we will requote accordingly.

Website prices are based on a standard one-colour print to one position. Your quote may differ if your artwork requires a different branding method, more print colours, additional print positions, a different quantity, or overseas delivery.

Prices can also change without notice due to currency fluctuations, raw material costs, or stock availability. With thousands of products from hundreds of suppliers worldwide, it is not always possible to keep every website price current in real time. Your account manager will always confirm the accurate price at the quoting stage and explain any differences before you confirm your order.

Yes. Like all distributors, we work on a volume-based sliding price structure — the more you order, the lower the unit price. The pricing table on each product page shows standard quantity breaks, which typically align with factory pricing.

You can order any quantity. If it falls between two breaks, we will quote accordingly. Your account manager can also advise whether ordering slightly more would significantly reduce your unit cost.

We keep website prices as up to date as possible, but occasionally large movements in currency exchange rates or raw material costs may affect pricing. If this is the case, we will always notify you at the quoting stage — you will never receive a surprise on your invoice.

No. Product visuals provided with your quotation and artwork proofs provided during the order process are both included at no additional charge.

All new clients pay their first order on a pro forma basis — full payment is required before production begins, unless otherwise agreed. This is standard practice across the promotional merchandise industry.

Returning clients may be offered a 30-day credit account depending on order value and regularity.

Returning clients who order regularly, and organisations such as local authorities, NHS trusts, schools, and universities, can apply for a credit account. Speak to your account manager, who will send you an account opening form to complete. Subject to review, we will confirm what credit limit has been assigned.

Yes. Once a credit account has been approved, we are happy to accept purchase orders (POs). This is particularly common with public sector clients, large organisations, and companies with formal procurement processes. Speak to your account manager to set this up.

All orders — whether pro forma or on a credit account — can be paid by:

• BACS bank transfer
• Credit or debit card (Visa, Mastercard)

We use PayPal to process card payments — you do not need a PayPal account. We can take card details securely by phone or email you a secure payment link.

If paying by BACS on a short lead time order, we may ask for a screenshot of the payment to avoid delays while the transfer clears.

Yes. We strongly recommend requesting an unbranded sample before committing to a larger order, especially if you have not ordered the product before. This lets you assess the quality, size, and feel of the item in person.

Unbranded samples are mostly provided free of charge, though a small charge may apply for certain high-value products. We will advise of any costs when you request one. Contact your account manager or email sales@zestpromotional.com to arrange.

A pre-production sample is a single unit of your chosen product, branded with your actual artwork exactly as it would be produced in the full run. It is made before bulk production begins.

A PPS is useful in three situations:

• Factory requirement — for some products or complex artwork, the factory will insist on a signed-off PPS before proceeding with bulk production.
• Large or high-value orders — a PPS ensures there are no issues with colour, positioning, or quality before committing to a significant production run.
• Client sign-off — sometimes the end client needs to physically approve the branded product before confirming the order.

Pre-production samples are not always necessary, and if you have a tight deadline you can approve from a digital artwork proof instead. Your account manager will advise whether a PPS is recommended for your specific order.

In most cases, yes. The cost varies depending on the product and branding method involved. We will always quote the PPS cost upfront so you can decide whether to proceed. Please bear in mind that a PPS also adds time to your overall lead time, so factor this in if you are working to a deadline.

Lead time is the number of working days between artwork approval and delivery of your finished goods. It is not calculated from the date your order is placed.

Lead times vary significantly depending on the product and branding method — from as few as 3 working days for express items to around 6 weeks for more complex or custom-made products. Each product page on our website shows the lead time for that item. Our Buyer's Guide covers lead time planning in more detail.

If you have a fixed deadline — such as an event, exhibition, or campaign launch date — please tell us when you first enquire. We will confirm whether your chosen product can be delivered in time and flag any risks early.

We use a range of courier partners for UK and international deliveries, including UPS, DHL, and TNT. A signature will be required on delivery. You will receive tracking information once your order has been dispatched.

Yes. We can deliver to multiple UK or international addresses from a single order — for example, distributing merchandise to regional offices, event venues, or directly to individual recipients. Additional delivery charges will apply per address. Speak to your account manager to arrange split deliveries.

Yes. We deliver worldwide, including directly to events, trade shows, and country offices. We have freight, customs clearance, and delivery partners operating internationally.

For international orders, we will assess the products to ensure they are compliant with the destination country's import regulations and flag anything that could cause a delay at customs before shipment. Additional shipping costs and import duties may apply depending on the destination.

Please inspect your delivery and report any visible damage to the packaging or products to us within 24 hours of receipt. You can reach us on 0161 672 5804 or at sales@zestpromotional.com. Reporting promptly allows us to raise a claim with the courier and resolve the issue as quickly as possible.

For our full returns and faulty goods policy, please see our Returns Policy.

Most products have a minimum order quantity, which reflects the minimum production run set by the factory for that item. The MOQ for each product is shown as the first quantity in the pricing table on the product page.

MOQs vary widely — some products start from as few as 25 units, while others require a larger minimum. If you are unsure whether a product works for your quantity, contact us and we will advise.

Yes, in most cases. As long as the product has not been discontinued by the supplier, we can reorder it using your previously approved artwork. Your account manager will retain your order history and can make reorders straightforward. If a product has been discontinued, we will find the closest alternative and provide a visual for your approval before proceeding.

Quality issues are taken seriously. If your goods do not match the approved artwork proof or pre-production sample, please contact us as soon as possible with photographs of the issue. We will investigate with the supplier and work to resolve it promptly.

See our full Returns Policy for details.

Yes. We have an extensive sustainable product range, and many products now come with eco credentials as standard — including items made from recycled materials, organic cotton, bamboo, wheat straw, and responsibly sourced wood.

Sustainability means different things to different organisations — whether that's recycled content, reusability, end-of-life recyclability, or supplier ethics. Talk to our sales team and they will help you identify products that align with your specific sustainability requirements or CSR policy.

We partnered with Play it Green in 2022 to improve our sustainability practices. Our workplace is partially solar powered, and we plant 151 trees each month to offset the carbon footprint of our team. We continuously review our supplier selection, product range, and packaging to reduce waste and landfill impact.

We only work with suppliers who can provide full product compliance documentation and test reports, which also supports responsible sourcing. For more detail, see our Sustainability page.

Yes. We only work with suppliers who are fully compliant with international safety standards and can provide test reports for their products. If you require compliance documentation for a specific product — for example, for internal procurement approval or public sector tendering — please ask your account manager and we will provide what is available.