Ordering, Payment & Returns

Nothing on this website places an order. There is no checkout and no button here creates a contract.

Every order starts as a brief or a wholesale enquiry. We come back with a written quote setting out the specification, the quantity, the price, the payment terms and the delivery date. The contract is formed when you accept that quote in writing — and the quote is what governs your order if anything on this page differs from it.

Both routes include a physical sample that you approve before anything goes into production. Nothing is manufactured in bulk until you have seen and approved that sample. See the full journey.

Production is paid for in two parts: a deposit that releases the order into production, and a balance. Both amounts and their due dates are set out in your quote before you accept it.

Quoted prices are exclusive of VAT unless stated otherwise. VAT is shown separately on your invoice where it applies.

Production does not begin until the deposit has cleared. Where a balance is outstanding, we may hold completed goods until it is paid.

A retail order runs 7 days from brief to final delivery. A full wholesale order runs 14 days. Both figures assume the sample is approved first time; each round of revisions adds two days on retail and four on wholesale.

The delivery date in your quote is the one that applies to your order. If we expect to miss it we will tell you as soon as we know, with a revised date.

Whether delivery is included or charged separately is stated on your quote.

Risk in the goods passes to you on delivery. Please check the delivery against your order before signing for it where you are asked to.

Ask us as early as you can. What is possible depends entirely on how far the order has progressed, because the cost of a change is the work already done.

• —Before the sample is approved — changes to specification, colour and quantity are usually straightforward. A revised quote is issued if the change affects the price or the date.
• —After the sample is approved — fabric is committed and production is scheduled. Cancellation at this point means the costs already incurred are payable.
• —Once production has started — a run cannot be stopped or altered. Custom goods cannot be resold to anyone else, so the order remains payable in full.

The amounts payable on cancellation at each stage are set out in your quote. Nothing here affects the statutory rights described below.

Custom and personalised goods. Blanks printed, embroidered, dyed, relabelled or otherwise made to your specification cannot be returned because you have changed your mind. They are made for you, to a sample you approved, and cannot be sold to anyone else. This is the position under the Consumer Contracts Regulations 2013, which disapplies the usual 14-day cancellation right for goods made to a customer’s specification or clearly personalised.

Plain, uncustomised stock. Where you have bought standard blanks with no customisation and you are buying as a consumer rather than for a business, the 14-day cancellation right does apply. Tell us within 14 days of receiving the goods and return them unused and in their original condition. Refunds are made to the original payment method.

Neither of the above affects your rights if the goods are faulty, not as described or not fit for purpose — see the next section. Those rights cannot be signed away and nothing on this page attempts to.

If a delivery is faulty, short, or not what your approved sample and quote described, tell us and we will put it right — by remaking the affected goods, or by refunding or crediting them where a remake is not practical.

Please report any fault or shortfall as soon as you find it, with photographs where relevant, so we can trace the batch while it is still identifiable. The reporting window for your order is stated in your quote.

Production runs carry a small quantity tolerance — cut yields vary across a fabric roll, so a run can finish marginally over or under the ordered quantity. The tolerance that applies is stated in your quote, and you are invoiced for the quantity actually delivered.

If you bought as a consumer, the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described, and gives you the right to a repair, replacement or refund if they are not. If you bought as a business, the equivalent implied terms come from the Sale of Goods Act 1979. Neither can be excluded by anything written here or in a quote.

Wholesale orders are business-to-business. Two things follow from that and it is better to say them plainly than to let a buyer discover them:

• —There is no consumer cooling-off period on a trade order, customised or not. The cancellation terms in section 04 and in your quote are what apply.
• —Overdue invoices carry statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 — currently 8% above the Bank of England base rate, plus a fixed sum per invoice.

Title to goods stays with 5 Roles Clothing until they are paid for in full. Risk passes on delivery.

Questions about an order, an invoice or a delivery:

We reply within one working day.