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Service Level Agreement

1. ORDERING

1.1. QUOTES

1.1.1. IDM can only prepare an accurate quotation if the following information is provided: garment code/type, quantity, colour, appropriate artwork file, phone number, email address and shipping address.

1.1.2. IDM aims to guide customers to the right garment type and production process, based on their requirements and finances.  The following pricing tables are available on our website so that customers can understand our pricing structure:

https://www.idressmyself.co.uk/page/dtg-printing-prices

https://www.idressmyself.co.uk/page/screen-printing-prices

https://www.idressmyself.co.uk/page/eco-embroidery-prices

https://www.idressmyself.co.uk/page/relabelling-prices

The customer can place an order online or request a quote from the IDM sales team.

1.1.3. Once a customer is happy with all the details on a quote, they must click to approve the quote in order to progress an order.  Approval of the quotation will prompt payment and, once payment has been made, this becomes an order.  IDM cannot accept verbal orders or verbal acceptance of an order.

1.2. TURNAROUND TIME

1.2.1. The IDM sales team will provide an estimated  turnaround time.  These are subject to change as there are processes outside of our control which affect the turnaround time, for example out of stock garments, multiple changes to the order, artwork approval process, equipment failure or staff sickness.  We will endeavour to stick to our turnaround time, where possible.

1.2.2. Under no circumstances is IDM liable for subsequent loss resulting from late deliveries.  All lead times are approximate and the latest information regarding the status of your order can be found by logging into your customer account on the IDM website.  We highly recommend you do not book a photographer for your product shoot or provide a hard-and-fast date to your customers for products that you have not yet received.

1.3 GARMENT UNIFORMITY

1.3.1.  Sizing

The size tolerance of Stanley/Stella garments is as follows:

-1cm/+1cm normal garments

-1.5cm/+1.5cm garment dyed

-1.5 cm/+2cm  tubular tees

1.3.2.  Colour

Minor colour variation may occur between batches but shade tolerance is strict and subtle shade differences are generally not seen.  However, you may be able to see a difference between shades if you put garments of different batches next to each other to contrast.  

1.3.3.  Shrinkage

Shrinkage of knit fabric is inevitable, and the global market tolerance is 5% shrinkage following washing at 30oC.  Customers should expect around 1-1.5cm shrinkage following a home wash.  T-shirt and sweater fabric is knitted in a loop structure and can be re-shaped whilst wet.  We recommend shaking down the wet garment after washing to encourage the garment back to its original size and to help it keep its shape.

1.3.4.  Stitching and Detail

Some garments have components such as metal ends to the cord on hoodies or decorative stitching, e.g. some sweaters have a decorative ‘V’ sewn under the collar.  These are often added manually and there may be some variation between garments.  Our suppliers generally have very high standards and garments are high quality.  We are unable to accept returns due to variation in stitching/detail unless our supplier confirms that this is outside of their standard tolerance.

1.3.5 Supplier Defects Disclaimer

I Dress Myself is not responsible for any supplier defects that are within our suppliers tolerances (e.i. loose stichting, holes in garments, inconsistent stichting, inconsistent colours...etc.). We are not manufacturers of these garments, so we cannot assure their construction. We do our best to examine each garment before printing but we cannot guarantee perfection for each garment.

1.4. GARMENT AVAILABILITY / SHORTAGES

1.4.1.  Where possible IDM will check stock and availability on garments before raising a quotation and sending the customer a quote.  IDM cannot foresee future changes and therefore cannot be held responsible for garments being out of stock or longer lead times than estimated, due to this.

1.4.2.  Where possible if an item becomes out of stock or discontinued IDM will contact the customer to discuss alternatives or revised lead times based on estimated stock arrival.

1.5 ORDERS

1.5.1. Once an order is raised the garments and printing are produced to the specification agreed to on the accepted quotation and supporting documentation (emails) for example garment orders over 30 pieces will have a full PDF proof supplied.

1.5.2. IDM does not hold stock of garments and so the first step of the order process is to order the blank garments from the supplier. Changes to the garment type, colour and sizes are therefore not possible after the order has been made.  If the customer wishes to change garments after placing the order, revised garments will be ordered at the customers expense on top of the original ordered garments.  Adjustments to the order are not always possible and are likely to increase the turnaround time.

1.6 ARTWORK/PROOFING

1.6.1. Customer Supplied Artwork

IDM recommends artwork supplied as vector files such as .pdf .eps or .svg. If this is not possible a scale PNG at 300dpi is acceptable.  Scale of PNG should be determined by the final print size of the PNG supplied. JPEG files or PNG files with a background are not suitable unless the customer wants the background to be replicated in print.  Our online ordering system will prompt users if the artwork is low resolution and give a quality warning.  Where possible the IDM team will preempt any issues and communicate any problems with those they foresee.  However, IDM cannot be held responsible for low resolution or incorrect artwork.

1.6.1.2. IDM can make some minor tweaks to artwork and can help where possible, IDM is not responsible for any errors in adjusted artwork and it is the customers responsibility to check any amended artwork fully. Ultimately IDM is a garment printer - we are not designers and the supply of print ready artwork is preferred.

1.6.2.1. Proofing

For orders over 30 garments IDM will produce a full PDF proof to ensure artwork size and placement is correct, colour selection is correct and the artwork file provided is correct.  Amends can be made to the position and size of the artwork along with the final choice of ink in which the artwork is printed.

1.6.2.2 Changes to the design and development of the design can result in artwork charges which will be charged to the customer. Garments are not changeable at this point (see 1.4.2.). Changes that do not match the order raised may incur an additional cost and increase overall turnaround time.  Multiple changes may also increase overall turnaround time. Please allow a minimum of 5-10 working days between proof approval and receipt of goods from our suppliers into our warehouse. Please bear in mind that this time may be affected by stock availability and/or delivery, which may be out of our control.

1.6.2.3 The proof document shows a scale representation of the garment whilst being worn and in the size medium.  The same size artwork will be produced on all sizes of garment but positioning (e.g. distance from neckline) may be adjusted slightly on the smallest and largest sizes in order to give the same effective positioning. An example would be a print may be positioned 0.5cm or 1cm lower down on an XL T-shirt compared to a M T-shirt.

1.6.2.4 Proofs will also be produced for label position and embroidery to determine the correct position and thread colour.

1.6.2.5 IDM undertakes to produce a proof according to all the information provided by a customer  Once a proof is agreed and accepted no changes can be made to the artwork, colour, size or position of the print.  The proof is final.

1.6.2.6 Screens, films, stitch files and other materials owned by I Dress Myself Ltd and used in the production of positives, artwork, proofs and the like shall remain I Dress Myself Ltd’s exclusive property. Such items when supplied by the customer remain the customer's property.

1.7. SAMPLES

1.7.1.Blank Samples

IDM can supply blank sample garments for customer review and for the customer to understand more about the cuts of fabric, weight and colour of garment. IDM cannot sell quantities of blanks and reserves the right to cease dealing with any customer it believes is using the blanks for commercial gain, resale or further decoration.

1.7.1.2 Our agreement with garment manufacturers means under no circumstance can we sell bulk blank garments.

1.7.2. Printed Samples

1.7.2.1. IDM can produce screen print samples. Usually this is only cost effective at larger print volumes. This service is at our discretion. Please contact sales staff for further details. Samples can also be produced digitally, colours may vary between digital printing and screen printing.

1.7.2.2. Digitally printed samples cannot be used as a basis for colour matching screen printed garments.

1.7.2.3. Sample orders are not usually subject to a proofing process and most customers consider it to be part of their development process, so that colours/positioning etc. can be adjusted, if necessary, for the main run.   If specific positioning is required, please provide this information during the order process.

1.7.2. Embroidery Samples

IDM recommends that an embroidery sample be ordered before placing a bulk order.  The artwork can be digitized into stitches in many different ways.   We recommend that a sample is ordered so the customer can understand and approve this translation, the thread colours, etc. before committing to a full run.  If a customer does not go ahead with sampling, we cannot be held responsible if the embroidery end result is not as the customer envisaged.

1.7.3. Sewn Label Samples 

IDM can sample its sewn labelling service with a stock IDM label, we cannot sample customer designed labels and an IDM  label will be sewn into a blank garment for reference.

2.PRODUCTION

2.1. SCREEN PRINTING

2.1.1.Definitions:

A print job is defined as all printed parts of an order.

A print run is defined as one design printed using a single production method, without changing screens or design.

A design is defined as one design of a specific set of dimensions burned onto screens.

2.1.2. Standard Process

IDM produces screen printed garments using water based inks.  IDM will select inks appropriate for the garment and print run in question unless otherwise specified.  A minimum run of 30 garments is required for the screen printing process.  Occasionally, screen print technicians may require alterations to artwork and/or artwork layouts, which may affect production times.  Screen print technicians may, on occasion, advise alternative production methods for some designs.

2.1.3. Limitations

2.1.3.1. Designs will be the same size on all garments in a print run.

2.1.3.2. Changing ink colour during a print run is more complicated with water based inks and so ink colour changes are only available on single colour runs.

2.1.3.3. Screen printing can only be applied to flat areas. Printing where the squeegee passes over seams or other contours will affect print quality.

2.1.3.4. Some garment colours will show marks where the squeegee has pressed the nap of the garment flat in one direction, giving the appearance of a slightly different shade. The nap is the texture of the fabric and describes which way the fibres align. This effect will disappear after at least a wash and maybe a wear or two.

2.1.3.5. Print runs can only be placed over similar garments at the print technicians discretion. An example of this is tote bags and t-shirts. These substrates have a different set up and require different screens and print runs.

2.1.3.6. A maximum of 7 colours can be printed onto white garments and six onto dark.

2.1.3.7.  Printing onto dark garments requires the use of special inks and/or a white underbase. This process takes additional time, which incurs an additional cost included in the print price.

2.1.4. Positioning

2.1.4.1. Please allow a positioning tolerance of 10-20mm on a medium sized garment

2.1.4.2. Positioning of designs will be based on confirmed proofs. Positioning will be changed at the screen print technician's discretion based on the size of the garment being printed (e.g. proofs are based on medium garments and larger garments will be printed lower on  the garment) Please allow a further tolerance of between 10mm and 40mm.

2.1.5. Colour Standard (Pantone PMS)

IDM uses pantone references for screen printing. Any digital file supplied without a pantone reference will be given the closest possible ink colour reference matched by us. All inks are matched by eye for best results. Ink colour and tone may vary slightly between print runs.

2.1.6. Wastage

2.1.6.1. Please allow 5% wastage for screen printing on order of over 100 garments. Smaller runs may have higher levels of wastage. Wastage will be refunded or reprinted at our discretion. Reprinting will be considered on wastage over 10 garments depending on how many colours are in the design.

2.1.6.2 We reserve the right to change garment sizes within a print run to make up for wastage and/or to supply a garment of equivalent value.

2.1.6.3. In the event of a stock or production issue, IDM will either re-order and re-embroider the garments to fulfill an order, or issue a full refund on any missing garments.

2.2. DTG (Direct to Garment)

2.2.1. Standard Process

Digital, direct to garment printing uses a large cmyk inkjet printer to print onto garments. The garment will be treated with a solution beforehand to ensure adhesion of the inks. This solution is called a pretreat solution. Coloured garments will have a white underbase of ink printed before the application of cmyk inks.

2.2.2. Limitations

2.2.2.1 Digital printing inks can only be printed reliably on natural fibres. Garments with more than 15% polyester or man made fibres may compromise print quality.

2.2.2.2. Pretreatment solution may be felt on the garment when received, this will be removed after a wash. Sometimes the pretreatment can show on the garment as a slight discolour. This will usually be removed after a wash.

2.2.2.3. Do not use biological washing powder or strong detergents when washing a garment with a digital print as this can affect the wash fastness. We recommend washing inside out at 30 degrees centigrade.

2.2.3. Colour Standard (CMYK)

2.2.3.1.  DTG uses the CMYK colour space and a white underbase is required for coloured garments.  We recommend that all artwork is created in CMYK before being converted to RGB for export/creation of a PNG file.  Pantone Matching System references cannot be used for DTG printing.

2.2.3.2. Everyone’s monitors are different, which means that there are going to be differences in the colours that you see on your screen and what our team is looking at.  There is also going to be a variation in what you see on screen to the actual garment or print colour so please allow for some colour variation in both the prints and garments.  

2.2.3.3.  It is possible for us to adjust ink levels to increase/decrease colour saturation/brightness but this requires R&D time and print samples to be made.  If your artwork requires a specific colour, we recommend that you order a sample before going ahead with a larger print run as we cannot guarantee specific colours with Direct to Garment printing.

2.2.4. Tolerance

2.2.4.1. Designs on orders of under 25 garments will be positioned based on the mock up on your deconetwork quotation and Order documentation.

2.2.4.2. On orders of over 25 garments, positioning of designs will be based on confirmed proofs. Positioning will be changed at the print technicians discretion based on the size of the garment being printed (eg proofs are based on medium garments and larger garments will be printed lower on  the garment)

2.2.4.3. Positioning falls into IDM’s standard tolerance of +/- 20mm

2.2.4.4 We recommend washing before wearing. You may notice a ‘Halo’ of darker colour around your DTG print. This is an excess of pre-treatment solution, which is used to bind the inks to the cotton and will disappear after the first wash. To Increase the longevity of your print we recommend washing this garment at 30°C and air drying.

2.2.5. Wastage

2.2.5.1. Please allow up to 5% wastage.

2.2.5.2 We reserve the right to change garment sizes within a print run to make up for wastage and/or to supply a garment of equivalent value.

2.2.5.3. In the event of a stock or production issue, IDM will either re-order and re-embroider the garments to fulfill an order, or issue a full refund on any missing garments.

2.3. EMBROIDERY

2.3.1.Standard Process

IDM offers ‘Eco-Embroidery’ which is a 100% plastic-free production method that (as far as we know) is currently not offered anywhere else in the world.  The standard process is based on a minimum order of quantity (MOQ) of 30 pieces per production run.  A PDF proof will be prepared so that artwork size and positioning is approved prior to production.  

2.3.2. Limitations

2.3.2.1. Prior to production, the design is recreated in stitches of a limited number of colours, a process called ‘digitisation’.  This means that your design will be altered to make it suitable for embroidery.  Although we can provide a digital mock-up of this, we recommend that you order a one-off sample to check that you’re happy with the interpretation, before you move forward with a full production run.

2.3.2.2. We recommend a minimum column width of 1mm and a minimum height of text/design at 3mm.  

2.3.2.3. Certain shapes and detail are not possible with embroidery and IDM sales team will communicate, where possible, any or all alterations to original artwork supplied before proofing and beginning production. We encourage customers to understand as much as possible about the embroidery process before submitting artwork for digitization.

2.3.2.4. IDM will always try and match the colour of artwork to the nearest thread colour available. Not all colours are achievable, so we ask customers to preempt this or design in a basic colour palette.  If a specific colour is required, please communicate this.

2.3.2.5  Some puckering may occur around embroidery and this is most common on designs that are heavy in stitches and/or produced on light fabric.  We recommend embroidery onto mid- or heavy-weight T-shirts and sweatshirt material for this reason.  We press all products, following embroidery, which minimises this and puckering is not seen, following this step.  We recommend that all embroidered garments are pressed/ironed following washing in order to keep them looking at their best.

2.3.3. Thread Colours

We use viscose rayon thread (made of wood pulp) for embroidery.  A wide colour range is available and we will work with the customer to find an acceptable colour match.  Please bear in mind that digital colours displayed on a monitor will always look difficult to physical thread colours so some colour variation should be expected.  Thread colours will be communicated via a PDF proof for customer sign-off before production.

Some custom colours and non stock colours from IDM may incur a small additional custom colour charge.

2.3.4. Tolerance

2.3.4.1.We take great care in the placement of our embroidery.  However fabric does move the placement of the design on the garment has a tolerance of +/-20mm the design itself has a certain tolerance in shape and detail, these are digitized by hand and specifically for our eco-embroidery process.

2.3.4.2.We ask customers to make a small allowance of stitches, from time to time a small amount of the bobbin thread may show on the surface of the design at an allowance of 1 in 1000 stitches.

2.3.4.3.Positioning will be changed at the embroidery technician’s discretion based on the size of the garment being printed (eg proofs are based on medium garments and larger garments will be printed lower on  the garment)

2.3.5. Wastage

IDM will always aim to fulfill a complete order, but stock and production issues can occur.  Although more rare with embroidery, we ask our customers to allow for a potential of up to 5% wastage, just in case.  In the event of a stock or production issue, IDM will either re-order and re-embroider the garments to fulfill an order, or issue a full refund on any missing garments.

2.4. LABELLING

2.4.1. Standard Process

IDM offers customers their own screen printed 100% organic cotton woven labels, for sewing into garments. The standard process is for these to be sewn as a hem label, inside the neck label or patch sewn. On a minimum of 50 pieces per order. We have the capacity and machinery to sew and apply cotton and organic cotton labels, we are unable to sew polyester labels.

2.4.2. Limitations

2.4.2.1.IDM holds a number of stock threads for label sewing and will try and match the garment colour as best as possible.

2.4.2.2. There are positions within the garment that we cannot sew and also places we would recommend the customer not sew a label. IDM will advise the best possible position.

2.4.3. Colour Standard

IDM works with a number of stock threads and will try and match the garment colour as best as possible before sewing. If the customer requires a custom colour, this can be obtained and is chargeable. Typically IDM works with white, black and natural cotton colour threads when sewing, if the customer requires anything else we recommend contacting the IDM team.

2.4.4. Tolerance

Positioning of labels is always proofed with the customer and falls under our standard tolerance of 20mm+/- when sewing.

2.4.5. Wastage

Wastage is very low on sewing applications, often lower than 1% any problems with manufacture will be communicated with the customer and a refund will be given under our standard refund terms.

3. POST PRODUCTION AND SHIPPING

3.1. SWING TAGS

3.1.1. Standard Process

IDM offers customers the opportunity to attach swing tags to their printed garments at an additional cost. The standard process is for the customer to supply the swing tags they wish to be attached to their garments. The customer will need to communicate with a sales representative in order to have the swing tags applied to their order. Once in contact with the sales representative, the swing tags will be attached to the proof and move on to the artwork approval process. After the artwork is approved, and the swing tags have arrived at IDM warehouse, the swing tags will be applied to the printed garments by a member of the  dispatch team. If a customer requires sizing on the swing tags, that will need to be communicated with the sales representative for an additional cost. Additionally any size stickers will have to be provided by the customer.

3.1.2. Limitations

Swing tag application can only be placed on the right or left side of the inside neck. Any variation of this can come at an additional cost.

Additionally, IDM is not responsible for lost swing tags in the delivery process.

3.2 QUALITY CONTROL

3.2.1 Standard Process

Once the order has gone through the necessary processes, a quality check will be performed. A member of the dispatch department will examine the garments for consistency in design, color, size, and garment type. As well as production errors or misprints.

3.2.2. Wastage

Any garments that have been marked as wastage will be donated to charity to be reused for better use, unless stated otherwise by the customer.

3.3. PACKING

3.3.1. Standard Process

3.3.1.1 Garments are stacked in size order and folded into fives if possible. If the garments are sweaters/hoodies then they are folding individually and staked in fives. The folded garments are then placed into a bag. The bagged garments are then placed into the boxes, ready for shipping.

3.3.1.2. All packaging materials used by IDM are, where possible, reclaimed packaging or environmentally friendly materials.

3.3.2. Individual Packing

IDM offers individual folding and packing services at an additional cost. Any additional packing requirement (e.g. customized bags) must be provided by the customer. If a customer would like these services, they must contact an IDM sales representative.

3.4. SHIPPING

3.4.1. Standard Process

For bigger orders we use FedEx within the UK and sometimes for international shipments. For smaller orders we use Royal Mail within the UK and international shipments. Once the items have left our warehouse, customers can use the tracking number provided by the automated email.

3.4.2. For all orders outside of the UK, duty may be applied and we are not liable for any payments required during import.

3.4.3. Limitations

We are not liable for any shipping delays or errors. For any errors or delays please contact the shipping provider directly. For any lost shipments please contact IDM sales representative and we are happy to help .

IDM is not liable for any subsequential loss (see 1.2.2.)

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