FAQ

Q: If I do not have an account, can I buy any product through Grace Collection occasionally?

A: Unfortunately, we strictly deal with our distributor network, which includes promotional products wholesalers, embroiderers, screen printers, garment manufacturers and genuine wholesalers. We do not sell to end users or corporations. If you are interested in our products, you can fill in an application form and fax it to us. Once your application has been approved, you will be registered as one of our distributors and our friendly customer service staff can help you with your enquiries

Q: If I do not have proper artwork, will you still accept my order?

A: It depends on the individual order and design, please contact our friendly customer service staff and and we can assist with your artwork questions. If your artwork is not suitable, we may be able to re-draw it for you. Fees may apply.

Q:  Can I see a sample of a promotional item before I purchase it?
A:  Yes.  Depending on your location and the circumstances, we will either bring you a sample or mail one to you.  Pre-production samples are also available.  Please contact us to request a sample.

Q:  Can I change or cancel my order once it has been placed?
A:  Production usually begins quickly upon approval, so in most cases it's not possible to change or cancel an order. If the changes or cancellation happens in the sampling stage, you can cancel the order. Setup fee may apply.

Q:  What is your return policy?
A: Once the goods are decorated, we do not accept return, unless there is a manufacturing fault. Returns for credit of goods is strictly limited in time to 14 days from date of invoice and must have a Return Authorisation Number.

Q: What forms of payment do you accept?
A: We are happy to accept MasterCard, VISA, EFT and cheque.  All prices are subject to change without prior notice.

Q:  What is PMS colour?
A: Pantone Matching System (PMS) is a book of standardised colours in used to identify, match and communicate colours in order to produce accurate colour matches for any decoration. Each colour has a coded number indicating instructions for mixing inks to achieve that colour. Our factory use Pantone Solid Coated Library for print jobs only.

Q:  Can you match to a PMS color?
A:  In most cases, yes. For some material, the colour cannot be matched exactly due to the nature of the products. Eg: rubber badge application, the colour can vary from the supplied PMS code. If PMS colour matching is not available on a certain item, we will use the closest available colour.

Q: Are there any limitations on the types of graphics that can be reproduced with the embroidery process?
A: Yes, small text, fine detail, and colour gradients can be difficult to reproduce with embroidery. Additionally, the type of fabric the logo is applied to affects the level of detail that can be reproduced.

Q: What’s a sublimation print?
A: Sublimation is a printing process that uses heat to transfer dye onto a medium such as a plastic card, paper, or fabric. The name is applied because the dye transitions between the solid and gas states without going through a liquid stage. And because the colour infuses the material, it is also more resistant to fading and distortion over time.

Q: Can we use sublimation print on any type of products?
A: No, sublimation is normally applied on to 100% polyester fabric, paper or ceramic mug.

Q: What’s the difference for the product between stock, express and indent service?
A: The product is the same no matter which service you use. The delivery time and cost, however, vary between different services. We offer different services to tailor to the different requirements of promotional time frames. It starts from 1 week of stock service to 3 weeks with express and 12 weeks turnaround for indent by sea.

Q: Do you supply your products worldwide?
A: Yes, all of our products are available for shipment from Hong Kong to anywhere worldwide. Please note that prices quoted are in Australian dollars. Please contact us if you need a quote in another currency.

Q: What sort of fabrics do you use on your clothing?
A: We only offer apparel made from quality fabrics. There’s everything from easy-care polycotton, 100% cotton to breathable and hi-tech materials like 'cool dry', as well as material that offers sun-protection. Our apparel is comfortable and functional with something to suit everyone.

Q: Which hats are suitable for School?
A: As much as we all love the feel of wearing Cotton, 100% Cotton is not a suitable fabric for a school hat.  It is inevitable that cotton will fade, with regular daily use and washing. We recommend the use of hats made of Polyviscose or Poly Cotton. Please see our School Headwear stock styles for they styles we offer:  https://gracecollection.com.au/stock-headwear/school-headwear/

Q: How do I care for my School hat?
A: All our school hats are to be HAND WASH ONLY, and that is so you can get the longest wear from your hat.

Q: Can I design my own unique School hat?
A: Grace Collection also offers an indent service where we can manufacture custom-made School headwear for a low minimum order quantity. When producing your own bespoke design, we can completely customise your product in a variety of fabrics, colourways, brim width, as well as other functional features.
Contact your uniform Distributor for more information.