Common Questions
FAQs
If the answer you need is not here, email us at hello@5rolesclothing.com and we aim to reply within one working day.
Getting Started
Can I order just one piece?
Yes. Retail orders at 5 Roles are made in tens rather than thousands and carry no minimum that assumes you already have a warehouse. A single piece, a dozen for an event, or a small first run for a new brand — all start the same way: as a project brief. What changes with volume is the cost per garment and the decoration options available, which the quote makes clear before you commit to anything.
How retail orders workWhat is the difference between DTF printing and embroidery, and which should I choose?
DTF (direct-to-film) printing transfers a full-colour film directly onto the fabric. It handles fine detail, gradients and photography-quality images well, and it works across most garment types. Embroidery stitches the design into the fabric. It is harder-wearing under repeated washing, gives a premium tactile finish, and reads well on heavyweight cotton, fleece and structured caps — but it is better suited to simpler logos and text than to fine photographic detail.
The right method depends on your artwork, your garment and how the piece will be used. When you start a project brief, you can share references and we will advise which decoration method suits them. If you have no strong preference, tell us what the garment is for and we will make a recommendation in the quote.
What artwork do you need from me?
For DTF printing, high-resolution files work best — vector formats (AI, EPS, SVG) or rasterised files at 300 dpi or above at the intended print size. Flat PNG files with a transparent background are also acceptable.
For embroidery, vector artwork or a clear high-contrast image is the starting point. We produce a stitch file from your artwork before any sampling, and the sample shows you exactly how the finished embroidery reads on the fabric.
You do not need print-ready artwork on day one. You can begin a project brief with a sketch, a reference image or a description, and we will confirm the exact file specification in the quote once we know which decoration method and garment apply.
Is my design kept confidential?
Yes. Artwork and project files submitted through the portal are used only to produce your order. We do not share, sell or use client designs for any other purpose — including promotional or portfolio use — without explicit written permission. If confidentiality is particularly important for your project (for example, a product launch under embargo), note it in the project brief and we will confirm the handling in writing before any work begins.
Can you match a garment I already sell?
We can come close, but a precise match depends on what the existing garment is made from and how it is constructed. If you send us the style and colour reference of what you currently stock — or photos of the label — we will identify the nearest blank from our range and show you the options in the quote. For colour-critical matching, the sample stage is where any difference becomes visible before the full run is cut.
Lead Times
How long does an order take?
A retail order runs 7 days from brief to final delivery. A full wholesale order runs 14 days. Both follow the same seven steps and both include a physical sample you approve before anything goes into production.
Those figures assume the sample is approved first time. If you ask for changes, the job returns to the design step and a second sample is produced — adding 2 days on a retail order and 4 on a wholesale one. Complex embroidery, where a stitch file has to be developed from scratch, and artwork that does not arrive print-ready are the two things most likely to trigger that round.
If you have a fixed deadline — an event date, a launch window — include it in the project brief. We will tell you whether it is achievable before anything is committed.
See the day-by-day breakdownWhat speeds up the process?
The single biggest factor is artwork. A file that arrives in the right format, at the right resolution, with the correct dimensions is the difference between starting production quickly and spending time in revision. If you are unsure what format your decorator needs, ask before submitting — the answer is in the brief form, or email us and we will send a spec.
Approving the sample promptly also matters. The production stage cannot begin until the sample is signed off. Clients who check and respond to sample notifications through the portal on the day they receive them consistently see faster turnarounds than those who let the approval sit.
What if I have a hard deadline?
Put it in the project brief. We will confirm in the quote whether that date is achievable given the volume and decoration method. We do not take a job if we cannot meet its timeline — it is more useful to know early that a date is not feasible than to discover it halfway through production.
Order Minimums
Is there a minimum order quantity?
For retail orders, there is no minimum that assumes you already have a warehouse. Single pieces, small event runs and first-drop quantities are all handled through the retail route. Cost per garment adjusts with volume, and the quote makes that clear before you commit.
For trade pricing — ongoing supply, uniform programmes and high-volume decorated garments — conversations typically begin around the 50-unit mark. That is where the economics of trade pricing start to make sense for both sides. The wholesale enquiry form asks for your expected order volume to make sure the right pricing structure applies to your project.
Do minimums change depending on the decoration method?
The economics of each method are different. Embroidery involves a setup stage (producing the stitch file) that is typically costed once across the run, so the per-unit price of an embroidered garment is more sensitive to quantity than a DTF-printed piece. For very small quantities, DTF is often the more cost-effective choice; at scale, embroidery often represents better value for a logo or crest. The quote will show both options where they are applicable so you can compare.
The Process
What happens if the sample is wrong?
The sample stage exists precisely to catch this. If the physical sample does not match what you approved — wrong colour, positioning is off, the print quality is not right — you raise it through the portal before sign-off. We correct it. Production does not begin until you are satisfied with the sample.
If you want to understand what “wrong” looks like in practice and what the correction process involves, that detail is in the project journey overview.
The 5 Roles project journeyDo I need an account to get a quote?
For retail orders, an account is the starting point — the project brief lives in the portal so that your files, sizes and revisions are stored against it from day one, rather than scattered across email threads. Registration takes two minutes and the brief form is the next step.
For trade enquiries, the wholesale form does not require an account. Fill it in and the trade team will come back to you with pricing and next steps.
Payment & Returns
How does payment work?
In two parts. A deposit releases your order into production, and the balance follows. Both amounts and their due dates are set out in your written quote before you accept it, so there is nothing to agree to that you have not already seen. Prices are quoted exclusive of VAT unless stated otherwise.
Nothing is charged for submitting a brief or a trade enquiry, and no payment is taken on this website.
Full payment termsCan I cancel or return an order?
Up to the point you approve the sample, changes and cancellation are usually straightforward. After approval, fabric is committed and production is scheduled, so the costs already incurred become payable — and once a run has started it cannot be stopped, because goods carrying your artwork cannot be sold to anyone else.
That is the position for custom and personalised goods, which are exempt from the usual 14-day cancellation right. Plain, uncustomised stock bought by a consumer is not exempt and can be returned within 14 days. Either way, if a delivery is faulty, short or not what your approved sample described, we put it right — that right cannot be signed away and we do not try to.
Cancellation and returns in fullStill have a question? Email hello@5rolesclothing.com and we aim to reply within one working day.