How long will my order take?
Because most of our orders include embroidery or printing, your order has two stages: production and delivery.
Production times
Personalised orders (embroidery or print): we aim to complete your order within 7 to 10 working days of receiving it. We always send an artwork proof for your approval before anything is applied to a garment. Delays in approving proofs, or design changes, will extend the completion date.
Plain (undecorated) workwear, PPE and footwear: typically dispatched within 3 to 5 working days.
Order cut-off: orders placed before 1pm are processed the same working day; orders after 1pm are processed the next working day.
Mixed orders: if your order contains both plain and personalised items, everything ships together once the full order is ready (within the 7 to 10 working day window). If you need the plain items sooner, contact us and we can split the shipment for an additional delivery charge.
Urgent orders: we can often accommodate an expedited turnaround. Contact us before ordering to confirm what is possible.
Delivery charges
All delivery timescales below run from production completion, not from the order date.
| Destination | Service | Cost |
|---|---|---|
| United Kingdom, orders of £99 and over (ex VAT) | Next working day* | FREE |
| United Kingdom, orders under £99 | Next working day* | £7.99 |
| Republic of Ireland, Guernsey and Jersey | Tracked | £21.99 |
Our UK pricing covers every UK address at the same rate, including the Scottish Highlands, Scottish Islands and Northern Ireland, with no remote-area surcharges. *Deliveries to the Highlands, islands and Northern Ireland may take 1 to 2 working days longer than mainland next-day service.
The free-delivery threshold of £99 is calculated on the order value excluding VAT.
We entrust our deliveries to DPD. If DPD is unavailable for your address or service, we may use another reputable tracked courier. Your parcel will always be tracked and delivered to the same timescale wherever possible.
All parcels are sent tracked and require a signature on delivery. You will receive tracking details by email once your order is dispatched, and a confirmation email once it has been delivered.
Free collection, Bristol
If you are local, ask for free collection when you order and we will email you as soon as your order is ready to pick up from our Avonmouth premises:
T-Rex Workwear, 452 Gateway House, Avonmouth Way West, Avonmouth, Bristol BS11 9EX
Collection hours: Monday to Friday, 8am to 5pm. Production timescales still apply to collection orders. Collection orders not picked up within 3 months of payment may be returned to stock or disposed of, with payment forfeited (see our Terms and Conditions).
Things to know about delivery
- Delivery dates are estimates and are not guaranteed. We are not liable for courier delays once your order has been dispatched, though we will always help chase a late parcel.
- Please double-check your delivery address. Any charges arising from incorrect or incomplete address details (including re-delivery of parcels returned to us) are the customer's responsibility.
- Report shortages, damage or delivery errors to us by phone within 48 hours of delivery and confirm in writing within 3 working days. Parcels that arrive visibly damaged should be signed for as damaged.
Returns: plain (undecorated) items
We want you to be completely happy with your order. If something is not right, contact our team first. Most issues are resolved quickly.
Plain garments, PPE and footwear from our standard range can be returned within 28 days of delivery for an exchange or refund, provided they are:
- unworn and in new, resaleable condition,
- with all labels and tags intact, and
- in their original packaging.
Our standard range means items available in standard colours and sizes; specially procured colours, sizes or products are excluded and can only be returned if faulty or incorrectly supplied.
If you are buying as a consumer (not for business purposes), you also have the legal right under the Consumer Contracts Regulations 2013 to cancel your order for non-personalised goods within 14 days of receiving them and return them within a further 14 days. Our 28-day policy is more generous than this and your statutory rights are unaffected.
Returns: personalised items
Because personalised garments are made to your specification, they cannot be returned or cancelled unless there is a manufacturing fault with the garment or its decoration, or we have not produced them to the agreed specification. This exclusion is set out in the Consumer Contracts Regulations 2013, which exempt goods made to the consumer's specification or clearly personalised from the normal cancellation right.
That is why we always send an artwork proof before production. Please check proofs (spelling, colours, position, sizing) carefully before approving.
Hygiene items
For health and hygiene reasons, some items cannot be refunded or exchanged once opened, unless faulty:
- underwear, base layers, socks, hosiery and similar garments worn next to the skin;
- respirators, disposable masks, ear plugs and other personal protective equipment worn on or in contact with the face or ears.
If hygiene seals and tags are intact and the packaging is unopened and unmarked, we can accept the return.
Faulty or incorrect items
If anything arrives faulty, damaged or not as ordered:
- Tell us by phone within 48 hours of delivery and confirm in writing within 3 working days.
- We will cover return carriage where the return is due to our error or a genuine fault.
- We may, at our discretion, repair or correct a production error before offering a replacement or refund.
Claims for shortages or non-delivery must be supported by the courier's proof of delivery and a delivery note marked unchecked, short or damaged as applicable.
How to return
- Contact customer support to obtain a Return Merchandise Authorisation (RMA) number, and tell us whether you would like a replacement or a refund.
- Write the RMA number clearly on the outside of the parcel.
- Send it to: T-Rex Workwear, Returns, 452 Gateway House, Avonmouth Way West, Avonmouth, Bristol BS11 9EX.
Returns can take up to 15 working days to process from receipt. Priority delivery charges are refunded only where the goods are faulty.
Return postage on change-of-mind returns of plain items is paid by the customer. We cover return carriage only where the goods are faulty or we have made an error.
Trade credit account customers: returns on account purchases are governed by our Conditions of Sale and Supply (Trade). Please refer to our terms and conditions or contact your account manager.
Questions? Call 0117 20 55 226 or email customer.support@t-rexworkwear.co.uk.