Here you can read all of the frequently asked questions that we receive. Whether you just have a general enquiry, a question about products, our printing processes or even our delivery options, you can read them all below!
If you can't find the answers you're looking for, then feel free to get in touch. We are available 5 days a week via email, telephone and even web chat, where a member of the team will be on hand to help answer your queries from 9am to 5pm (Monday - Thursday) and 9am to 4:30pm on Fridays.


Great question! You can find out more about promotional merchandise in our helpful guide, or if you have any other questions, feel free to reach out to us via web chat, email or telephone.

Yes, our artwork studio team will always provide you with a full on screen visual proof of your promotional products prior to your order being sent into production. The only time we wouldn't provide a visual proof is when you have placed an order for an identical repeat reorder with the same design/artwork as on your previous order.

We're based in Swaffham, Norfolk, UK. If you'd like to find out more about us, check out our about us page!

Very often in our industry you are charged for any 'overruns' +/- 10% however here at Totally Branded we don't! We charge you only for what you have ordered. In the unlikely event that we accidentally ship fewer than you ordered, you'll be charged only for what you received. And of course, if we accidentally over ship then lucky you 😉. 

You can cancel at any time prior to the order going into production. Once your visual proof has been approved your order is then sent into production. At this point we can no longer accept a cancellation or changes to your order. If you need to change your order for any reason, please contact us as soon as possible.

Yes! We keep all of your artwork on file to make reordering and using your artwork files on other products simple and easy in the future. You can usually find these stored in your online account by logging in on our website. 

If you require your order on a faster turnaround than what our website is providing you with please contact our sales team on 020 3150 2818 or via our live chat. They will be able to process your order and advise if the date required can be achieved.

Regretfully as our customised items are bespoke we cannot accept the return of customised items. If your item is faulty please notify us within 48 hours of receipt of your goods. Our Customer Support Team may require supporting images for faulty items, please include these in your initial email so we are able to come to a resolution swiftly and solve the problem for you. 

Yes, we do! Our production facility is located in the same area as our offices, in Swaffham, Norfolk. Having a UK based production facility allows us to oversee your products being produced by our highly skilled production operatives. Having a more local facility also helps keep our carbon footprint low and allows us to help support the environment more.

You can read our company policies at the bottom of the page, in the footer. You will see that the third column to the right contains links to each of our company policies, including delivery, returns, privacy policy and our T's & C's. You can also find links to them below:

Delivery policy

Returns policy

Privacy policy

T's & C's

We have worked with a fair few charities in the past, and we're always open to working with more. We also fundraise for charities within work, by getting involved in specific event days and creating our own! If you're a charity looking for some support, feel free to get in touch via email, or contact us on social media!

Yes, our Merchandise Consultants will work with you to ensure the final design is exactly what you are looking for.

Please note, final design approval times will effect the delivery date, we request that you communicate with your Account Manager to reduce the risk of any deadlines being missed.

No, we pride ourselves in being one of the few price transparent companies within our sector. All prices shown are inclusive of all Product, Print, Originations and Deliveries.

Please read our T&C's for changes or inaccuracies relating to prices.

Firstly, thank you very much for choosing to order with Totally Branded.

There are two processes available to order with us, below is an outlay of both options:


If you wish to order through our website you can. Firstly you will need to open an account with us. This can be done by selecting the human icon in the top right of our website. From there you can create an account and navigate the menu, where you can set you delivery address, upload your logo and even track your order progress.

Once this is complete, you will be able to add items to you basket after following the 4 step process per product. If your products allow for the 'Ready to order online & upload my artwork' you may select your artwork and order right away via checking out.

You will need to pay upfront, however, your money will be held. This is because our design team will need to send you a visual proof of your artwork on the product. At this stage you will be required to approve the proof (design revisions can be made before your money is processed, please be sure to get in touch), after approval, your money will be processed and the order will be placed.

Merchandise Consultant

Alternatively, you can select 'Request a Quote & Free Visual Proof' via our website, these will be returned to you via email in the form of a quotation which has passed through our Sales Team. If you do not wish to go through our website, please feel free to call us on 0203 1502 818 or send an email to info@totallybranded.co.uk.

Once your enquiry comes through to one of our Merchandise Consultants, they will become your Account Manager and point of contact for any future enquires or orders. Your new Account Manager will be happy to help you with any questions and will guide you through the process from start to finish.


We use DHL for all deliveries direct from our in-house facilities, but if your order is outsourced, or coming direct to you from our suppliers, then any shipping company could be used, including DPD, UPS or even Royal Mail. We have an in-house order success and customer care team that are on hand to ensure your package gets to your delivery address safely and on time, whether it comes from us or it comes elsewhere.

Of course, although it will cost a little extra for us to ship to multiple locations it is certainly possible. Simply contact our sales team who will be able to organise a multi-location delivery of your order. 

Usually this is no problem although please be sure to allow ample shipping time before your deadline as international delivery outside of the UK will require additional lead time to that stated on our website. Just contact one of our team who will be able to assist you with organising any international shipping requirements for your order.  

We can deliver anywhere, however, we offer free delivery on orders to mainland UK addresses only. So if you're outside of the UK and need delivery to you, we will need to calculate the cost of shipment and this will mean additional charges. Please feel free to contact us regarding your order or delivery requirments.

If something is wrong with your delivery upon arrival, please get in touch with us straight away as the sooner we hear about it, the quicker it will be to resolve it! If you're unhappy with your delivery date, or you need it sooner, speak to your account manager, who will be able to help get you an earlier delivery date, if they can!

Great question! We aim to get all our customers orders to them in good time, however each product will come with its own generic estimated delivery time, depending on supplier and level of products ordered. If you need branded promotional products quickly, then please check out our express range!


Yes! We keep all of your artwork on file to make reordering and using your artwork files on other products simple and easy in the future. You can usually find these stored in your online account by logging in on our website. 

Yes! We have in-house designers that are happy to help with creating a design for you, for more information on this, please contact your account manager.