Another day and another informative blog! At AMHQ, we have a dedicated team of customer services personell. Dan is in charge of customer services and is ably supported by a crack team of personable merch enthusiasts (Emma & Rach). If you’ve ordered from us down throughout the years, then it’s more than likely that you’ve spoken to Dan either through e-mail or via a quick chinwag on the phone. Dan is the man. He is a machine that has to remember a zillion things at once. I spoke to him a couple of weeks back (when he had a spare few mins) and we came up with a list of the top 13 (lucky for us) most frequently asked questions of our CS team. Hopefully this may answer your question, add greater transparency…. and to be fair, I also learnt a few things! Enjoy:
1) Can Awesome Merch send an order unbranded?
Yes! We are more than happy to send your order directly to your client without any AM branding on it. Just let us know before you order and we will sort that for you.
2) Is it possible to pay for an order after receiving it?
Unfortunately this isn’t possible. Before we ship every order, we need to receive full payment. We receive hundreds of orders a day and offering credit would only confuse matters! If you have any more questions about paying for an order, let us know!
3) What’s your turnaround time?
Our average turnaround time is 4 – 8 working days. Sometimes people mail us asking about where their order is, but haven’t factored in the ‘working days’ thing. We are also super happy to try and accommodate any deadline, just let us know before you order. Some products turnaround times (such as embroidery and flyers of more than a 1000) have longer turnaround times, and we will tell you this before you order! Turnaround times are also listed on every page on the website. If you have any question about your order after you’ve placed your order, then call 0113 243 5667 or Email us!
4) When I’m ordering, when do I upload my artwork?
When you’re ordering via our website, you can upload your artwork after the order has been place. If it doesn’t prompt you to upload it (some browsers like Chrome may not), then just E-mail us it along with your order number.
5) Can I order something from the website in a random quantity?
Yes! It’s possible to order any amount of anything, within reason. We can’t do it on lighters (they come in set amounts) or flyers over 1000. If a quantity is not specifically listed, e-mail us and we can quote on it for you. Also, there’s a bunch of stuff that we’re working on in order to improve our website. There’s some things that we can do, for example: we can mix and match stock – bespoke orders, cuts, size, stock, quantities, on pretty much everything. We can also print on different garments, we have a good range of suppliers, so we can try and order anything in for you! Just ask.
6) My band is totally AWESOME, can you please sponsor us?
We know your band is awesome, there’s loads of awesome bands out there! We’re always looking for new bands to add to our ‘Awesome Bands’ roster. Tweet us @AwesomeMerch with a link and the #AwesomeBands tag and we’ll check you out!
7) How long will it take you to reply to my e-mail?
We’ve actually measured this! Taking into account that we’re not in the office at weekends, then on average it takes us 1-3 hours to reply to your e-mail! If it’s urgent, call us, and we will sort it immediately for you!
8) Can you meet my deadline?
We will try our best to meet any deadline we are set! Just let us know BEFORE you order when your deadline is. Please also mind the fact that if you need something the next day, you’ll have to pay extra for delivery. Just tell us and we will help in every way possible!
9) Can you change the combo deals on the AM website?
We can’t change the combo deals on the website, they’re set in stone! What we can do though, is add extra designs or colours but we can’t change quantities or the actual items.
10) I’m ordering from overseas… can I have a quote with no VAT?
Yes, however if it’s within the EU, you will need to provide us with a VAT number.. and if you want a delivery quote, mail us! (As a side note, all prices on our site come with VAT & delivery calculated within them).
11) Can I place an order over the phone?
You can’t place your order via the phone, but you can pay for an order you’ve placed on the website or via e-mail!
12) You know the sample packs on your website? Can they come with my logo on?
There are certain items we can do samples off (mainly the ones that have a one-off option on the website), e-mail us and we can advise on which ones. The sample packs on our website are branded with AM logos, so you can get a vibe for how awesome our products are!
13) What can I have for free?
A kiss from the social media guy! Other than that, we dish out LOADS of freebies every week via competitions. If you enter them, you will probably end up winning something soon!
That’s it! Thanks to Dan and the customer services posse for all their help on this one. Hopefully it’s been informative for you!