Frequently Asked Questions

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Choosing promotional products

I’m totally new to ordering promotional products. How does it work?

You’ve come to the right place! At Total Merchandise, we sim to make ordering the perfect promotional products for your business or event as simple as possible. 

We have over 5,000 promotional items on our website at any given time, spanning from mugs and bags to clothing and event giveaways. The one thing they all have in common? All our items are ready and waiting to be printed with your branding today.

If you can’t find the product you’re looking for, just let us know. Our team love a challenge and we're always willing to go above and beyond to help you find the perfect merchandise to match your requirements. 

We work with a carefully curated network of suppliers, who provide the products we sell. Once Total Merchandise has received your order and you've approved your design, our suppliers are the ones who will brand your items with your chosen design and arrange delivery to match the agreed timeframe. It’s that simple!

How do I search for a promotional product on your website?

Use the main menu to navigate our different product categories, which span everything from pens and bags to keyrings and clothes.

Alternatively, you can use the search bar at the top of the website to find a specific item.

I've never ordered promotional merchandise before. Can you help me?

Yes, of course we can! With combined decades of experience in the industry, our expert team are always more than happy to assist with queries. If you've requested a quote, a member of our team will be in touch via email and can answer any questions you might have.

If you'd prefer to get in touch with us directly to ask a question, simply call 01376 509092 or email We're open between 8.30am and 5pm Monday to Friday; if you get in touch over the weekend, we'll respond to you first thing on Monday morning.

If you are already dealing with someone on the Total Merchandise team, you're welcome to find your account manager's contact details and call or email them directly.

Can I request a free product sample printed with my logo?

We know that seeing and feeling a product for yourself is a great way to help you decide whether or not it’s the right fit for your business - and as such, are always happy to provide unbranded samples of our items to help your decision. 

To request a sample, simply fill out our "Request A Sample" form, which can be found on the product page of the item you’re interested in. Alternatively, if you’ve already requested a quote or confirmed that you’d like to go ahead with an order, you can ask your sales representative to arrange a sample for you. Just let us know what colour you’d like to receive the item in and where you’d like us to send it, and we’ll do the rest. 

We can also provide a sample printed with your logo, with this service typically starting from £50 for one unit and the price varying according to the product. Please ask your customer service representative for more information. 

How can I receive more information about any of your products?

Whether you want to receive a quote or are ready to order right now, there’s a simple four-step process:

  • Step 1: Pick your product options. These include the colour of the item and how you would like it to be branded.

  • Step 2: Select your unit quantity. This will clearly display the Everything Included price, which covers branding costs and delivery charges.

  • Step 3: Decide how you’d like to proceed. Do you want to receive a quote, or are you ready to order today? Select the option that best matches you.

  • Step 4: Choose your artwork and delivery date. Upload your logo and choose when you’d ideally like to receive your finished products. If your desired delivery date is unavailable, please contact us as we might be able to recommend an alternative option.

Once you’ve completed these four steps, simply follow the on-screen prompts and we’ll be in touch ASAP. 

Requesting a quote

How can I request pricing for a promotional product on your website?

You can view our ‘Everything Included' price for most products on an individual item's product page. This price covers all extra costs, including the delivery charge.

If you'd like to receive a PDF quote, select the ‘Just a quote' option in step three.

Once you've completed the four-step process, you will be asked to provide us with your contact details and we will then email you your quote. The quote will also be accessible via your Total Merchandise account.

Is there a minimum order quantity for your products?

All of our products have minimum order quantities (MOQ), which is the lowest number of units we're able to produce. The MOQ of a product will typically be the smallest unit option displayed within step two on a product's listing page.

If you would prefer a different quantity to the options stated, select ‘I would like a custom quantity' and type in your preferred unit quantity.

Can I get quotes for multiple products at the same time?

Yes, of course! Once you've added an item to your basket, simply tap ‘keep browsing' to continue looking for other products. Once you've found all the items you're looking for, tap on your basket (top right) and follow the prompts.

How quickly will I receive my quote?

We will always endeavour to get your quote with you as soon as we can, with the vast majority of our quotes sent out in a matter of minutes.

If you're interested in a ‘price on application' product, this can take a little longer - we'll be in touch with the best price available as soon as possible.

How long are quotes valid for?

Our quotes are valid for 30 days. Please note that if you choose to place an order after this time, we will provide you with a new quote.

Confirming an order

I don't need a quote - I'm ready to order! What do I do?

If you're repeating an old order or are confident that the product you're looking at is the perfect match for you, you might want to order without requesting a quote or visual first.

You can do this from the product page: once you've filled in steps 1 and 2, simply select ‘Ready to order' at step 3. You'll then be required to upload your artwork and select your delivery date at step 4. Then follow the prompts to complete the process - and we'll do the rest!

Alternatively, you can call our sales team directly on 01376 509092 and place your order over the phone.

What information do I need to give you to place my order?

We ask you to provide the following details to allow us to place your order:

  • Invoice address
  • Delivery address
  • Chosen product colour
  • Print colour (including Pantone® references for any colours other than black or white)
  • Your chosen delivery date
  • Your payment method (we accept card, BACS or cheque up-front)

If you'd like to open an account with us, please provide your company registration number and accounts payable contact details, including a name, phone number and email address.

What format do I need to provide my logo or artwork in?

We ask our customers to provide their logo or artwork as a vectored EPS, AI or PDF file. You can find out more by taking a look at our Artwork Guidelines, which cover everything from how many colours are in your artwork to font advice.

Photo by Mika Baumeister on Unsplash

If you don't have your artwork in this format, don't worry - we can help! Simply send over your design in the format you do have it in and our in-house team can convert it into an appropriate format. Please bear in mind that this can add 24 hours to your lead time.

Will I get to see how my chosen product looks with my logo?

Yes - we can provide you with a free visual that will show how your product looks with your chosen artwork.

Once you have confirmed your order, you'll receive a proof that will give you an opportunity to identify any changes you might like. Once you've approved the proof, your products will be sent into production!

Do I have to pay before I get my artwork proof?

You don't have to pay this until you are happy with your PDF artwork proof. However, if payment is delayed beyond proof approval, this could result in your delivery date being slightly pushed back.

When will I receive my artwork proof?

After we've sent you your order confirmation, you will typically receive your PDF artwork proof within 24 working hours. We will ask you to either confirm you are happy with the proof or to notify us of any amends that need making.

Once you have confirmed that you are happy with your proof, the exciting bit happens: your merchandise will be sent into production!


I've placed my promotional products order. What happens next?

Once we've sent you your order confirmation (which confirms the details of your order, including print options, price and delivery address), you will receive a PDF invoice within 24 working hours.

Please note that you don't have to pay this until you are happy with your PDF artwork proof, which we will also send you within 24 working hours. However, if payment is delayed after proof approval, this could result in your delivery date being delayed.

Once you have approved your PDF proof and paid, we will proceed to production. We will notify you of any changes to your delivery date (which can happen rarely) and you will also receive an email once the order has been shipped.

What payment options are available?

You can apply for your order to be placed on account or you can pay in advance.

If you choose to pay in advance, we will require payment when you sign off your artwork proof to allow us to proceed to production.

If you wish to apply for a credit account, please provide the following details to your account handler:

  • Full company name
  • Company registration number
  • Accounts payable contact number and email address
  • Purchase orders (if your company uses them)

We will review your credit application and confirm ASAP whether your order can go on a 30-day account or whether we require payment in advance.


When will my promotional merchandise be delivered?

Our new calendar feature gives you the option to select the precise date you'd like your promotional products to be delivered on.

If you've specified a delivery date, this will be stated on your order confirmation. Please note that a preferred delivery date might be slightly pushed back if payment or artwork approval is delayed.

We will also email you once your order has been shipped.

I need my products by a specific date. How can I see how quickly items can be delivered?

You can view the earliest available delivery date for an item at the top of its individual product listing page.

When requesting a quote or placing an order via our website, you can also view your delivery date options via the calendar in step four. Greyed-out dates are unavailable. Once you've selected a date on the calendar, you'll see when your order and visual need to be approved by to ensure that your chosen date is met.

If you're working to a specific timeframe, please get in touch - we're more than happy to help you find the perfect product.

My delivery hasn't arrived. What should I do?

Very occasionally, deliveries will arrive later than the agreed date. This is due to our third-party suppliers or couriers, and we will always inform you immediately should we become aware of any delays.

If you haven't been informed of any delays to your order, please notify your account handler immediately and they will investigate.

Written by

Jason O'Connor | Co-Founder and Managing Director

Jason is our Managing Director and co-founded Total Merchandise in 2004. Sitting at the heart of the business, he's one of the most authoritative and trusted figures in the industry. Overseeing a business that's grown from a spare room start-up to an award-winning company that works with huge brands across the UK and employs more than 50 people, he sits at the heart of Total Merchandise. When he's not in the office, Jason likes to relax with music or Netflix boxsets, spend time with his family and walk his dogs.

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Jason O'Connor Sales Director