Delivery & Returns
Plain (undecorated) items
Once we receive your order, your account manager and procurement team get to work sourcing your items. We don't stock everything, but we can get almost anything. If we don't have your items in stock, our suppliers most likely will have, so we'll order it in. 24-72 hours later in 99% of cases, your order will be picked and packed ready for dispatch or collection.
Once you confirm you are happy with the visual or sample, we aquire the garments you requested in your order. These usually arrive in our warehouse within 24 hours, but occassionally it can take longer - you will be informed of any delay. After sorting, your order is queued into the production schedule for printing or embroidery.
We give a 5-10 working day turn around estimate from your confirmation to dispatch, but we regularly succeed in beating our estimated lead times.
We currently trust DPD as our delivery partners. DPD consistently win awards for their service and we find them to be reliable and user friendly. Make sure you give us a mobile number when you order, that way DPD will let you know once they receive your order into their system and they'll send you a tracking code so you can manage your delivery. If you already have a tracking code, you can track your delivery by entering it into this form.
If you make an order that is too large for parcel delivery, or is split over many parts, it may be more cost-effective and eco-friendly to ship it to you on a pallet using one of our trusted pallet delivery partners. Your account manager will ensure you are able to accept a pallet at the delivery location before we organise this. The partner we use will depend on the location for delivery.
Collection from our shop in Wakefield
If you prefer, you can collect your order from our Trade Counter in Wakefield. You will receive a phone call to inform you that your order is ready for collection during opening hours. If there is no answer, you will receive an email to let you know.
Orders can be picked up any time between 9am and 5pm Monday to Friday.
Cost of Delivery
There is always a cost to delivery. We charge a standard rate for this which can be found on the checkout page. We reserve the right to alter or waive this cost should your order warrant it. Larger orders will incur increased costs based on weight.
Collection is free from our Wakefield Shop - if you'd prefer to collect, please choose this option when you check out.
We hope your order exceeds your expectations, but if for any reason you are not satisfied, you should contact us as soon as possible. We will do everything we can to put things right in a timely manner.
The procedures we have in place, and your legal rights, will differ depending on whether you purchase plain products or have customised items.
Plain & undecorated items
XAMAX® give you 21 days to contact us about returning your plain undecorated items.
Still, the sooner you let us know the sooner we can fix things. We do ask that any items are returned unworn, in their original packaging and in a saleable condition. Some items are exempt from this law and policy for hygiene reasons if the packaging is opened at all - if in doubt, your XAMAX® account manager will be happy to advise you. Should it be that the items simply do not fit or you chose the wrong colour, we will offer replacement sizes, if there is a fault with them, our friendly customer service advisors will help you.
Customised and Decorated Items
Should there be any problem with a decorated item, you need to let us know right away.
Faults are to be reported within 3 days of delivery and returned to us within 10 days of delivery. There is no automatic right by law to return customised or decorated products unless the base product or decoration is faulty. It is for this reason we send digital or physical samples of decoration and offer a garment sample for your approval. You are free to change your mind at any stage in the order process, but once items have been decorated there is nothing we can do unless we are at fault. Please be absolutely sure of what you want and check all samples sent for colour match, suitability to your requirements, and sizing.