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Order Terms and Conditions of Sale

PenCarrie is a trading name of PenCarrie Limited. 

  1. All sales are made on a trade basis subject to our Terms and Conditions of Sale.

  1. All prices listed are exclusive of VAT. VAT will be charged at the current rate where applicable. 

  1. Returned or represented cheques and Direct Debits will be charged at £20 per representation. 

  1. Please check all deliveries carefully before signing for them to ensure that the correct number of packages you’re signing for has been delivered. We can’t take responsibility for non-delivered packages if they’ve been signed for. 

  1. Size, specification and quality should be checked before you personalise products in any way. We can’t provide credit for worn, printed or processed garments. No credit or refunds will be made for decoration costs or time. 

  1. Garment shortages or damages must be claimed within five working days of receipt of goods. 

  1. All claims for non-delivery must be made within five working days of despatch. 

  1. No liability or credit will be made for any consequential losses relating to either late, non-delivered or incorrect goods. 

  1. All orders for products supplied will be charged in accordance with our current price list unless otherwise agreed with a company employee and documented at point of sale. 

  1. The cut-off time for telephone and email orders is 5.00pm. The cut-off time for online orders can vary throughout the year, so please check our Homepage or Order Centre for details before ordering.

  2. First Order Discount for new customers: The discount off your first order applies to products at the standard carton rate price. This excludes deals or discounts in place unless these discounts are at a lesser percentage. This means that you will receive the most preferential discount either according to your specific deal or the First Order Discount. This discount cannot be used in conjunction with any other offers or discounts. 

  3. Reserved stock online will be cancelled after 14 days, if not confirmed or shipped.


Orders will only be despatched if they pass system credit control checks. It’s therefore important your account remains within its credit payment and limit terms.

All carriage charges are subject to VAT at the current rate (where applicable).

Despatch timescales - Please note these terms do not apply during Covid-19 trading conditions

Monday - Thursday - order online or by telephone and email before 5pm for next working day delivery (UK Mainland where services allow. Please remember, online order cut-off times vary throughout the year, check the Homepage, Service Updates or Order Centre for updates). 

Orders placed online between Friday and midday Sunday will be delivered Monday (UK Mainland where services allow). 

48-Hour delivery

On our 48-hour delivery service, your order will be despatched a day later than it would on our Next Day service. Orders placed on a Thursday will be shipped Friday for Monday delivery, and orders placed on a Friday will be shipped on Sunday for Monday delivery. Orders placed on Saturday or Sunday will be shipped on Monday for Tuesday delivery. All where services allow and subject to current despatch lead-times. Excludes delivery on a Saturday or Sunday. 

Arrival times

AM deliveries scheduled for ‘before midday’ and/or ‘before 10.30am’ may arrive any time from 7.00am.

Other delivery services (Next Day, Two Day etc.) may arrive at any time before 6.00pm to business addresses, while deliveries to residential addresses may arrive between 7.30am and 9pm (DPD deliveries up until 7.30pm) on the day of delivery. The couriers will do their best to deliver during your business opening hours where possible. 

Free carriage

Free Next Day UK Mainland carriage on online orders over £150 excludes the Scottish Highlands.


Out-of-hours ordering

1. All online orders made via the PenCarrie Orderpad outside of Monday to Friday 9.00am to 5.01pm are classed as ‘out-of-hours’ orders. 

2. To be processed, all out-of-hours orders will need the following: 

  • For Cash accounts - a valid debit or credit card.
  • For Trade Credit accounts - the account must be within its credit limit and payment terms when the order is placed, for example, with no overdue payments. 

3. If the criteria above aren’t in place when an out-of-hours order is made, we’ll try to contact and inform you, but this may not always be possible. 

4. If a product is out of stock, we’ll try to contact you using details stored with the order. If we can’t make contact, the order in question will be shipped with all available stock. 

Price updates

All prices quoted are subject to change and are correct at the time of going to print or published online. We’ll communicate any price updates online or via email with as much notice as possible. 

Product suitability

  1. Colour representation is only as accurate as printing and online reproduction processes allow. 
  2. Certain brands use pigment dying techniques and slight shade variations are inherent in the process. Images of pigment-dyed goods are therefore only as accurate as this allows. 
  3. Sizes quoted are ‘to fit’ in inches, unless otherwise stated. They’re not indicative of the actual size of the garment as some styles are designed to be worn loose/baggy and others fitted. 
  4. Unless otherwise stated, sizes shown are UK sizes. These are approximate and for guidance only. Please refer to individual product size guides on our website, where available, for clarification.  
  5. Every care is taken to ensure that product details are accurate at the time of publishing. 
  6. Please ensure garments are suitable before processing. No credit will be given for printed or processed garments, or for decoration costs or time. 

Reserved Stock

Please note that reserved stock online will be cancelled after 14 days if not confirmed or shipped.


Please note that fully allocated backorders will be cancelled after 14 days if not confirmed or shipped. 

Garment returns

  1. Please check your order carefully before you process or decorate anything. We can’t accept worn, soiled, processed or printed goods and we can’t give credit or refunds for decoration costs or time 
  2. If you receive incorrect goods, please ring us on 0800 252248 within five working days to arrange a collection or reship 
  3. Faulty goods must be notified to us within seven working days of supply and returned within one month of supply. The fault must be clearly indicated, but you mustn’t deface the garment or modify it in any way 
  4. We can’t accept any returns without arranging them with you first and assigning you a Goods Return Number (GRN) 
  5. Your GRN must be clearly marked on the outer packaging of all returns
  6. All garments must be returned in their original, undamaged packaging
  7. We accept returns other than for faulty or incorrect goods at our discretion. In any event you’ve got a maximum of one month from point of purchase to send your goods back
  8. For returns other than for faulty or incorrect goods, a minimum charge of £25 or 15% of the order value (whichever is the greater) will be made, together with carriage costs if applicable. Please note, we may have to charge more if the value of items returned exceeds 5% of your total spend over a one-year period
  9. Any goods returned that aren’t from us will be returned to you at your expense or disposed of
  10. The following goods are non-returnable: 
    • Samples 
    • Specially ordered non-stock items 
    • Underwear 
    • Paper transfers, consumables, inks and embroidery threads including Amaya, TheMagicTouch, Xpres and Madeira ranges 
    • Goods marked as ‘Clearance’ or lines marked for deletion.

Promotions, samples, competitions, and giveaways

  1. One sample per customer account, whilst stocks last.
  2. Where applicable, a sample garment will be chosen at random from the colours and sizes available. Colours and/or sizes cannot be requested unless specified on the promotion material.
  3. Your account must be within terms with PenCarrie.
  4. Available to UK mainland customers only.
  5. All samples and giveaway items will be sent in your next shipped order.
  6. PenCarrie Ltd reserves the right, exercisable in its sole discretion, to discontinue or cancel any promotion or offer at any time for any reason whatsoever and without prior notice. Any person who, in the sole opinion of PenCarrie Ltd, deviates from a promotion’s rules or from the PenCarrie Ltd Terms and Conditions may be disqualified without notice and without liability.
  7. Employees or associates of PenCarrie Ltd are exempt from entering or benefitting from any promotions, samples, competitions, or giveaways.
  8. Individual promotions, samples, competitions, and giveaways details may vary.


  1. All images remain the copyright of PenCarrie and/or our suppliers. Permission must be sought prior to use.
  2. All images are only available for use during the current calendar year. 

Call recording

Calls may be recorded for training and verification purposes. 


Any questions?

Help & Support
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