Frequently Asked Questions
Of course, that’s why we are here. We suggest as a starting point you have a read through our Uniform Management System (here).
This takes you through the process and outlines what we can do to make the process easier for you.
Of course you can just cut to the chase and give us a call to discuss your specific requirements (Contact Us).
There are quite a few ways of doing this. If you have a group that you are fitting out once you have paid your deposit we can provide fitting samples so that everyone has the opportunity to try on the garments and get the correct size. Please refer to our Sample Garment Document for more information on fitting samples available in the Library (here).
You can visit our Showroom and try items on (please keep in mind we do not have every size in every style available so we recommend calling us first to check if we have the items you are looking for).
Additionally most of our catalogues have sizing information in the back which show you how to measure yourself to work out your size. We have a Finding Your Size pdf info sheet (here) which explains how to use the size charts to find your correct size available in the Library (here).
From our experience it is much more efficient if you are able to come into our showroom as we have over 3,500 sample garments on hand so you can have a look, try things on, get assistance with ideas and borrow samples to take back to your office.
If you are unable to come to our showroom we recommend studying the catalogues and compiling a short list of sample garments which we can send to you. Please refer to our sample garment document (here) for more information on evaluation samples.
This really depends on the range but as a general rule most collections offer ladies sizes from 6 – 30 and mens size small to 5XL or 38 – 50.
Many of our ranges also offer kids garments, generally these are in sizes 4 – 16 however we do have a limited number of products in smaller sizes such as 00 up to size 2.
Let us know if you’d like to see a sheet of the available standard fonts.
Our national carrier is Toll Priority so deliveries need to be made to a street address.
Please keep in mind that a delivery address where someone will be available to sign for the package is preferred ie a business address.
If someone will not be available to sign for the package please advise our sales team of a suitable place for the driver to leave the package.
Please note we take no responsibility for packages which go missing from the delivery location when there has been no one to sign for the package. If the driver is unable to leave the package and no one is available to sign for the package we will incur a re-delivery fee which unfortunately we need to be passed onto the receiver.
Please note if paying via Cheque we do not start your project until the funds have cleared into our account.
Similarly if you are picking up your order and paying by cheque the funds will need to clear into our account before the goods can be released.
Production will not commence until this is paid.
The balance is required upon completion prior to delivery or at pickup if you wish to collect your order.
Following the completion of your first 2 orders you may then apply to open a trading account.
This account is offered and opened at the discretion of House of Mo Shen Pty Ltd T/A House of Uniforms and is only available to companies who can demonstrate that they will be ordering at least once a month and also are able to meet the minimum monthly spend criteria.
Accounts which are not used at all during a 6 month period may be closed without prior warning.
Embroidery on garments requires a minimum of 6 garments for your first order and no minimums on repeat orders.
Embroidery on caps and hats has a minimum of 25 for initial and repeat orders.
We also offer various other forms of branding such as digital printing, dye sublimation, doming etc which have different minimums due to the different production processes.
Please Contact Us for minimums on these as they vary depending on branding type.
If you have a due date that is earlier than our standard leadtime please let us know BEFORE placing your order.
Logos which have lots of colours or lots of shading, shadowing, keylines etc very rarely look good reproduced on anything other than a computer screen.
Take a minute to think of some of the major world brands. The logos of these companies are usually only 1 or 2 colours and never have keylines, shading, etc. Keeping a logo simple looks more professional and makes the logo easier to recreate across a range of branding applications.
You should also ensure that your graphic designer provides you with your logo in the correct format for reproduction. Our sales and production team have seen some weird and wonderful ways of artwork being prepared that just are not suitable for reproduction.
This is disappointing for the client when they have often paid a lot of money for their logo only to find out that the person who created it hasn’t done it properly.
Your graphic designer should give to you your files completed to the following guildines.
1. An EPS file with all the fonts created to outlines. This is very important because if they don’t do this then different computers will import different fonts which means variation in your logo. Unless you have very specific software you won’t be able to open this file. But don’t worry we will be able to open and use the file. The entire contents of the EPS file should be in vector format. Your graphic designer should know what this means, if they don’t you might need to go elsewhere. Vector files are never JPEG files saved in an EPS file.
2. They should also provide you with a PDF and hi res JPEG version of your artwork. You should be able to open these files.
3. Pantone colours assigned to all the colours in your logo. This information should be provided as a separate document but also embedded in the EPS file. In addition to the pantone colour they should also provide CMYK colours. There are many other ways of transmitting colours such as RGB etc but these are not useful and for the most part inferior to Pantone and CMYK. Additionally keep in mind that the Pantone colour is the Pantone colour. We often receive files from graphic designers that say “use Pantone X at 78% strength”. Pantone colours do not have percentages of the colour. If the pantone colour to be used is only a percentage of said pantone colour then it is a totally different pantone colour.
4. Make sure that your logo has different versions to allow for different coloured backgrounds. You might not always be able to put your logo on a white background for example so it’s best to consider this at the start and set some branding guidelines. It could be a simple as “my logo has white in it so on a white background the white changes to black”. Or you could have some other type of variation but either way it’s best to consider it at the start so you can keep consistency over all your branding as you move forward and your designer can setup up your files accordingly.
Existing logos should be provided in EPS or AI format if available.
Artwork which can not be provided in EPS or AI format may incur a redrawing fee.
We can not always reproduce logo’s onto garments from business cards or scanned images. If you’re unsure please provide a copy of what you have and we will advise you accordingly.
Please note we have colour charts available to assist you with accurate colour choice however these can only be viewed in our showroom.
We prefer not to email photos of colour charts as every computer screen is different and will therefore show the colours differently making this an unreliable way of determining colours.
There are a number of possible reasons that logos look different from different companies.
1. Not all embroidery machines are created equal. Some produce a better result than others. We use state of the art Baruden machinery. But there are still differences between our machines and even between the embroidery heads on each machine, due to thread tensions, machine part wear, etc.
2. Not all embroidery threads a created equal. We use a very high quality embroidery thread which can sometimes look thicker when embroidered than other threads in the market place which can be very thin.
3. The artwork provided to us was not a good copy so the resulting embroidery did not turn out as well as it could have.
4. The digitising process varies. When the artwork is setup the digistiser (who is a human) uses their skill and a computer program to recreate your artwork so the embroidery machine can read and understand it. This process takes time and is fiddly. As when any type of artwork is recreated every person will produce a slightly different result. In reality there is no way to 100% recreate an embroidery file without being provided the exact embroidery file used. Even if the exact embroidery file is provided variances caused by machinery, threads and fabric will produce varied results.
Overall we are happy to work with you to try and recreate the embroidery exactly but there are limitations to what can be done. For example we can’t make our thread strands thinner, the thickness of the thread is the thickness of the thread.
If you need your file to be matched very specifically we recommend you get a copy of your previously used embroidery file and / or provide us with a sample of your previous embroidery so we can make adjustments to our file.
Unfortunately this happens from time to time despite our best efforts to pick up any issues during the production process.
As a general rule the best thing to do is to send through a picture of the problem via email so our customer service team can have a look at the problem. We will then advise the next steps.
If from the photo it does look like the garment is faulty you will be asked to return the garment to us for inspection.
Please note we do not cover the costs of returning the garment to us for evaluation. We will then assess the garment and let you know what we have determined. We will then discuss with you your replacement options.
If the garment is unbranded and unworn and still in it’s packaging then you may be able to return the garment for an exchange. The garment exchange will need to be requested within 7 days of you having received it.
Unfortunately if the garment has been branded in anyway, has been worn or had any custom alterations done to it then we will not be able to swap it over for a different size / colour.
Items returned without the completed form will not be accepted.
If you are a repeat customer our production team will use the artwork that is on file from previous orders. If you are a repeat customer and your artwork has changed please make sure you notify us before we start your order.
For new customers if the artwork is to be embroidered we will provide you with an actual sample of the embroidery on a swatch of fabric for final approval. If you require a sample on a garment, fees do apply. For screen printed items we will provide a digital layout of the artwork.
All our quotes are clearly broken down to items, product code, colours, sizes, quantities per size, branding placement, branding method, pricing and delivery address. It is your responsibility to make sure that what you are approving if what you want.
Please keep in mind that we are dealing with a lot of people at any one time (sometimes they may even share the same name as you). Frequently the quotation process can stretch over several months as a quote is revised and changed and altered and adjusted. Sometimes people confuse what they “meant to tell us” with what they “actually told us”. By providing you with a very detailed quotation and asking you to check it, we are doing our part to ensure you get what you want.
When you sign the quote you are legally and financially agreeing that this is what you expect to receive.
Consequently there are many opportunities for corrections to be made to ensure that you get what you are expecting.
We only credit or replace the product in the instance that there is an obvious fault which is something that we have caused.
We DO NOT replace or credit simply because you changed your mind, didn’t check the quote properly, ordered the wrong item, forgot to tell us something or choose inappropriate colours or fabrics.