Terms & Conditions

At Emporium Embroidery we are committed to protecting your privacy and we comply with the Data Protection Laws applicable to the UK. We use the information collected from you to process orders and to provide a more personalised shopping experience.

Emporium Embroidery was founded on a strong belief that our customers are the reason for our success. We back every patch order with outstanding customer service practices, and our 100% quality guarantee.

Each patch order is created through a team effort. You are a very important part of our team. We rely on you for vital information in order to produce the specific patches you want. While we are working together, we each have responsibilities. For your convenience, we have included these responsibilities below. Please take a moment to read them. These are the terms and conditions of our sales. Feel free to or contact us if you have any questions.

Your statutory customer rights are not affected

Access to and use of our web-store ("the Site") and the sale and purchase of products from the Site are governed by the terms and conditions of use and the terms and conditions of business (together "terms and conditions") set out below.

By using the Site you agree to accept these terms and conditions. If you do not wish to accept these terms and conditions, please do not use this Site.

This web store is operated and owned by Emporium Embroidery Ltd registered in Heat Close, Luton, LU15SP, United Kingdom.

Terms & Conditions of Use

Material You Provide To Us

If you send ideas, remarks, questions, data, graphics or the like ("the Submissions") to the Site, these will be deemed to be non-confidential and we will be entitled to use or disclose the Submissions in any manner whatsoever, without liability or notice to you. The Submissions or any other information you send to the Site should not be, or contain, material which is offensive, pornographic, defamatory, blasphemous, unlawful or likely to infringe any applicable law, whether civil, criminal or religious. You agree that all material submitted to us is original to you, and not copied in whole or part from any third party. Please do not send anything which is required to be kept confidential.

Linked Sites

We are not responsible for the content of any off-site pages or any other sites linked to the Site nor have we reviewed any such site. If you link to any off-site pages or other sites without our prior written permission, such action will be at your own risk. We cannot be held responsible for the contents of any web site which is electronically linked to the Site and which is not maintained by us.

Copyright and Trademarks
  • All Site design, text, graphics, the selection and arrangement there of, and all software compilations, underlying source code, software (including applets) and all other material on this Site are the copyright of Emporium Embroidery and its affiliates, or their content and technology providers. All rights reserved.
  • Permission is granted to electronically copy and to print in hard copy portions of the Site for the sole purpose of placing an order with us or using the Site as a shopping resource. Any other use of materials on this Site, including reproduction for purposes other than those noted above, modification, distribution, or republication, without our prior written permission, is strictly prohibited.
  • All brand names, product names and titles used in the Site are trade marks or trade names of their respective holders. No permission is given in respect of the use of any of these names or titles and more over any such use may constitute an infringement of the holders rights.
Privacy Policy

At Emporium Embroidery we are committed to protecting your privacy and we comply with the Data Protection Laws applicable to the UK. We use the information collected from you to process orders and to provide a more personalised shopping experience. Please see our privacy policy and cookies page for further details.

Terms & Conditions of Business

Sale and Purchase

We will sell and you will purchase products subject to our terms and conditions of business set out below. The contract in respect of the products supplied by us to you comes into existence when your order has been accepted by us. For the avoidance of doubt, receipt of an order via our Site does not constitute acceptance of an order.

Emporium Embroidery is responsible for:

  • Standing behind our products 100%. Emporium Embroidery backs each and every order with our 100% Quality Guarantee. We will replace (at no additional charge to you) any patch that is found to have defects in materials or workmanship.
  • Giving you accurate information. Prior to starting production, you will receive a digital proof of your patch via email. This proof is an exact representation of the final product. This is to allow you to make any necessary changes or corrections prior to starting production.
  • Confirming your order. Prior to production of your patches, you will receive an order confirmation notice via email. This notification will contain specifications of your order including type, size, quantity, colours, and delivery date. Orders placed directly through our online ordering system allow a complete review of your ordering details, along with our Terms and Conditions. Therefore, online orders do not require a Confirmation Letter email.
  • Producing your order correctly & on time. Once we have obtained your approval on both the digital proof and the order confirmation, we will produce your patches within (12) working days. Your order will then be shipped via Royal Mail (at no additional cost in UK) directly to the address you specify.
  • Listening to you! We want this to be the best experience you have ever had when ordering custom patches! If you have concerns, constructive criticism, or compliments, we'd love to hear from you. Phone us at +44(0)20 3432 5550 or contact us via email at [email protected].

You are responsible for:

  • Legal ownership of any and all logos, trademarks and copyrights. By submitting your design to Emporium Embroidery, you warrant that you have the legal right to reproduce (or have reproduced) any logos or other images associated with your order. You also certify that the production of any images you submit does not infringe on any other company's rights.
  • Giving due attention to the proof provided. Once you receive the digital proof of your patch, review it in detail. Please give special attention to: the design, the spelling, and the colours. Once you have made any necessary changes to your proof, return it to us via email.
  • Reviewing the details of your order confirmation. After your proof has been returned to us, you will receive an order confirmation. Again please review the information carefully. If all the information is correct, return it to us and we will begin the production process. NOTE: Once an order has been approved and confirmed it may not be cancelled for any reason.
  • All prices are quoted in pounds Sterling and are inclusive of VAT unless otherwise specified.
  • Prices are subject to any changes to the rate or applicability of VAT
  • All item prices are exclusive of delivery and packaging, unless otherwise stated. Details of our delivery charges are found in our "Shipping & Delivery" section.
  • Prices are correct at the time of order only and relate to internet purchases only. All orders for products are subject to availability and we reserve the right to refuse to supply any particular person.
  • Emporium Embroidery will charge your account when you place your order.
  • Payment must be made in pounds Sterling only.
Passing of Property

We will retain the property in the products until full payment has been made by you and has been received by us.

Passing of Risk

The risk in the products will pass to you on delivery, as set out in paragraph 6.3 below.

  • Any date or period for delivery will be considered as indicative only, although it is our policy to try to Fulfill standard delivery orders within 5 working days. Standard international delivery orders might take longer to deliver. We cannot be held responsible for delays in shipping caused by inaccurate address information, Customs procedures, the misrouting of your package by Royal Mail, or undeliverable shipping addresses.
  • All products are sent by Royal Mail.
  • You bear the risk once the products have been signed for/delivered.

You will inspect products within a reasonable time after their receipt and you will be deemed to have accepted the products unless you notify us in accordance with paragraph 8 below that you want to cancel your order or you notify us in accordance with paragraph 8 below that the products are faulty. If no such action is taken, we will consider the products being as described, of satisfactory quality and fit for their purpose, and may not accept any rejection or cancellation at a later date. Your statutory customer rights are not affected.

Right to Cancel
  • You have the right to cancel your contract with us at any time before the expiry of 14 working days from the day after the date of delivery of the products. It is your responsibility to take reasonable care of the products until they are received by us. You will receive a full refund of the purchase price and the delivery charge.
  • Exceptions to the right to cancel
  • Items which we have made, personalised or customised specifically for you.
  • Digital downloads

Please refer to our Refund / Cancelation policy for details of how to return items purchased from this Site.

  • Most age recommendations and suitabilities on the site are a guide.
  • If any part or parts of these terms and conditions are deemed invalid, void or unenforceable, then that part or those parts will be considered severable from these terms and conditions thereby not preventing the remainder from being enforceable or effective.
  • These terms and conditions may be revised at any time and we reserve the right to do so. You are, therefore, advised to keep up to date with the contents of these terms and conditions as revisions are binding upon you.
  • Nothing in these terms and conditions will reduce your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights contact your local authority Trading Standards Department or Citizen's Advice Bureau.
Governing Law

Your use of this Site and any purchase by you on this Site of any products will be governed by English Law and will be deemed to have occurred in mainland United Kingdom.

Online Dispute Resolution - ODR

We always look to resolve issues directly with our customers and our teams will be happy to assist with your queries. If you require assistance regarding your order please or contact us.
Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have purchased via our website or by telephone, you may raise a complaint using the European Online Dispute Resolution Platform. You can raise a complaint by following this link: https://ec.europa.eu/consumers/odr/

Digital Proof Terms & Conditions

Emporium Embroidery (we) where appropiate will send a digital artwork proof which is an on-screen representation of what your product will look like when produced, prior to beginning production.

The digital artwork proof supersedes all prior verbal, written, or other communication of any form.

Due to variations in computer monitors, We cannot guarantee the complete accuracy of colours seen on-screen on our website or on any digital proof created for the customer. To achieve the best possible on-screen representation of colours, we use the PANTONE® Matching System to produce the digital artwork proof. The on-screen representation of the Pantone colours, in general, are close to the final product. We are not liable or responsible if the customer's computer monitor is faulty or improperly configured and does not display colours correctly.

Regardless of your design file submitted we reserve the right to alter your artwork to ensure your order is compatible for production. If we will send an artwork approval via email please make sure the artwork is correct for production. Position and angle of the visual is how we will make the item as close as possible. This returned approval confirms the accuracy of the artwork and assures that your order will print as you requested. Delay in returning artwork approval will affect the scheduled delivery date.

No order may be modified, cancelled, or returned once the final proof has been approved and production has begun.

Embroidered: In the case of Embroidered Patches it is recommended that Pantone colours are provided so that the closest matching thread & backing colour can be chosen for your order. However, it should be noted that it is not always possible to match the thread/twill colour to Pantone colours provided.

We can not proceed to production without all design signed off, any delays will extend your delivery time.

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