FAQ
Frequently Asked question
At Double Smart, we strive to make your experience as smooth and straightforward as possible. Our FAQ section provides answers to common questions about our services, customisation options, and payment processes. Whether you’re curious about how to place an order, what payment methods we accept, or the turnaround time for your customised products, you’ll find the answers here. If you have any further questions, feel free to reach out to our friendly customer support team, and we’ll be happy to assist you!
General Question
What services does Double Smart offer?
We offer customised apparel and gift solutions, including T-shirts, jackets, uniforms, sportswear, and corporate gifts. We also provide high-quality printing and embroidery services for branding your products.
Do you offer bulk orders?
Yes! We specialise in bulk orders for businesses, events, and teams. Whether you need custom T-shirts for a corporate event or uniforms for a sports team, we can handle large orders with efficiency.
Can I get my design printed or embroidered on any item?
Absolutely! We offer a wide range of products that can be personalised, from T-shirts and jackets to hats, bags, and accessories. Simply send us your design, and we will bring it to life.
How long does it take to complete an order?
Typically, orders are completed within 7-10 business days, but the exact time may vary depending on the size and complexity of the order. We offer rush orders for urgent projects upon request.
Do you offer international shipping?
Currently, we offer shipping within Malaysia. For international orders, please reach out to us for shipping options and delivery timeframes.
What is your minimum order quantity?
For custom orders, our minimum quantity typically starts at 10 pieces. However, we are flexible and can discuss options for smaller orders on a case-by-case basis.
Can I order a sample before placing a bulk order?
Yes, we offer sample products to ensure the quality and design meet your expectations. Please contact us to arrange for a sample of your selected product.
Can I provide my own items for customisation?
Yes, you can supply your own products for customisation. However, we recommend discussing it with us first to ensure the items are suitable for the printing or embroidery process.
What materials do you use for printing and embroidery?
We use high-quality materials, including 100% cotton for T-shirts and durable polyester for sportswear. Our printing services use eco-friendly inks, and we offer a variety of fabrics for embroidery that ensure long-lasting results.
How do I ensure my design looks good on the product?
Our team will review your design and provide feedback if any adjustments are necessary to ensure it prints or embroiders clearly. We also provide digital proofs for approval before final production.
Payment Question
What payment methods do you accept?
We accept payments through:
- Bank transfer
- Credit/debit cards (Visa, MasterCard)
- PayPal (for international orders)
Is there a deposit required for orders?
Yes, we require a 50% deposit upfront to confirm your order. The remaining balance is due upon completion of the order, before delivery or pickup.
Do you provide invoices?
Yes, an invoice will be provided for every order. It will be sent to your email once the payment is processed and the order is confirmed.
Can I make changes to my order after payment?
Changes can be made if your order is still in the design or production phase. However, once the production process has started, changes may not be possible. Contact us as soon as possible to request any adjustments.
Are there any additional fees for customisation?
The customisation fee depends on the type of product and the complexity of the design. We’ll provide a detailed quotation upfront that includes all costs, so there are no surprises.
Do you charge extra for rush orders?
Yes, rush orders are subject to an additional fee depending on the urgency and the scope of the order. We will inform you of any extra charges before proceeding.
Can I pay in instalments?
Currently, we do not offer payment plans. Full payment (50% upfront, 50% upon completion) is required before finalising the order.
Can I get a refund if I’m not satisfied with my order?
We strive to ensure your satisfaction with every order. However, due to the custom nature of our products, we do not offer refunds once the order has been processed and production has begun. If there is an issue with your order, please contact us immediately, and we will do our best to resolve it.
Do you accept purchase orders from businesses or organisations?
Yes, we accept purchase orders (POs) from businesses and organisations. Please contact us to set up an account for PO-based payments.
How can I track my payment?
Once your payment is processed, you will receive a confirmation email with the payment details. For bank transfers, please send us a copy of the transaction receipt for verification.