Frequently Asked Questions

Answers to common questions about ordering with Custom Merch.

General

Custom Merch is a New Zealand-based business specialising in custom apparel, personalised merchandise, and 3D printed products. We work with businesses, schools, sports teams, clubs, community groups, families, and individuals to create high-quality products that are made to order. Whether you need a single personalised gift or a large branded order, we're here to help bring your ideas to life.

We work with customers of all sizes, from individuals ordering a single item through to businesses, schools, sports clubs, charities, events, and organisations requiring larger quantities. No matter the size of your project, we're committed to delivering products you'll be proud to wear, use, or give away.

Absolutely! We regularly produce custom merchandise for businesses, schools, sports clubs, community groups, events, fundraisers, and families throughout New Zealand. Whether you're ordering branded uniforms, team apparel, promotional products, or personalised merchandise, we'll work with you to create something that suits your needs.

No. There is no minimum order quantity, so you're welcome to order exactly what you need.

Yes! If you already have artwork, we'll check it's suitable for production. If you're starting with an idea, a rough sketch, or simply know what you'd like to create, we're happy to help develop your design. Basic artwork adjustments and layouts are included where appropriate, while more complex graphic design work can be quoted separately.

Ordering

Many of our products can be ordered directly through our website by selecting one of our ready-made templates. If you're looking for something more unique or have a special request, simply get in touch and we'll be happy to provide a personalised quote.

Yes. Where required, we'll provide a digital proof showing your design before production begins. This gives you the opportunity to check the artwork, spelling, colours, and placement before approving your order.

Changes can usually be made provided production hasn't started. Once your order has entered production, it may not be possible to make alterations, so we recommend checking your proof carefully before giving approval.

Production times vary depending on the product you've ordered, the quantity required, and current workload. Estimated turnaround times are listed on each product page wherever possible. If you have a deadline for an event or special occasion, let us know before ordering and we'll do our best to accommodate your timeframe.

Yes. If you've previously ordered with us, we can often reproduce the same design again, making future orders quicker and easier. If you'd like to make changes to your existing design, we're happy to help with that too.

Artwork & Design

For the best print quality, we recommend supplying vector artwork such as AI, EPS, SVG, or print-ready PDF files. High-resolution PNG files are also suitable for many products. To avoid unexpected font changes, please convert all text to outlines (paths) before sending your artwork. Also make sure PNGs have transparent backgrounds.

Sometimes. While we may be able to work from a high-quality JPG or screenshot, these files often require additional artwork preparation or logo recreation before they're suitable for production. If artwork needs significant editing or redesign, additional design charges may apply.

Basic artwork setup and simple layout adjustments are often included with your order. However, if your project requires extensive graphic design, logo recreation, image editing, or complex artwork preparation, we'll provide a quote before any additional work begins.

No. There is no minimum order quantity, so you're welcome to order exactly what you need.

Yes. If your design/logo isn't available in a suitable format for printing, we can often recreate or redraw it as professional vector artwork. This helps ensure your finished products look sharp and print at the highest possible quality, we'll provide a quote before any additional work begins.

Products & Printing

We offer a growing range of custom products, including printed apparel, hoodies, t-shirts, workwear, teamwear, personalised clothing, and a variety of innovative 3D printed products such as keychains, display stands, QR code displays, NFC products, and much more. We're continually expanding our product range as new ideas and technologies become available.

We currently produce our products using high-quality Direct to Film (DTF) printing for apparel and professional 3D printing for our custom products. As Custom Merch continues to grow, we're regularly investing in new equipment and production methods to expand the range of products and services we can offer.

Depending on the garment and product you've selected, designs can typically be printed on the front, back, left chest, sleeves, and other suitable locations. Available print positions may vary between products, so please refer to the individual product page or contact us if you're unsure.

Yes. We can personalise many products with individual names, player numbers, staff names, or other custom details. This is ideal for sports teams, schools, businesses, and events requiring unique garments for each person.

To ensure consistent quality and reliable results, we generally supply all garments ourselves through trusted New Zealand suppliers. This allows us to use apparel that's compatible with our production methods while maintaining high quality standards and avoiding potential issues with customer-supplied garments.

Shipping

We ship throughout New Zealand and can also arrange international shipping. If you're located outside New Zealand, please contact us before placing your order so we can provide shipping options and pricing.

Yes! If you're based in Ashburton, simply use the code PICKUP at checkout to remove the shipping cost. Once your order is placed, please email us at hello@custommerch.co.nz to arrange a convenient time to collect it.

Payments

We accept secure online payments through Stripe, including major credit and debit cards, along with Afterpay and bank transfer for eligible orders.

Yes. Full payment is required before production begins unless another arrangement has been agreed upon. This allows us to schedule your order and begin manufacturing as quickly as possible.

Returns

Because every product is made specifically for your order, we can't accept returns or exchanges due to change of mind, incorrect sizing, or ordering mistakes once production has been completed. Please check all artwork, sizing, and order details carefully before approving your order.

If your order arrives with a manufacturing fault or doesn't match the approved design, please contact us as soon as possible. We'll investigate the issue promptly and work with you to find a fair solution, whether that's a replacement, repair, or another appropriate outcome.