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FAQs

The questions before the order

Sizing, embroidery, delivery, minimums, what happens when something is wrong. If the answer you need isn’t here, one call gets it — and we’ll add the question to this page afterwards.

  • Ordering
  • Sizing & fit
  • Embroidery
  • Delivery & returns
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32 questions

01Ordering & accounts

Do we need an account to order? Not for a first order — you can order as a guest. An account is worth having the moment more than one person orders, because it holds your sizes, your artwork and your order history, which is what makes every reorder afterwards quick.
Is there a minimum order? Not on the garments themselves — a reorder for one person is a normal thing to place here. Where a particular style or a decoration set-up carries a minimum, it's stated on the quote before you commit, never discovered afterwards.
Can we order a sample before committing? Yes. Single garments go out for a look and a feel, and for a team order we'd rather send a full fit kit so everyone picks their own size. See Size & Fit Help for how the fit kit works.
Can several people from our team order separately? Yes, and that's usually how it works once you're set up. Each person orders against your account within whatever limits you've set, and approvals route to whoever you nominate.
Can we change or cancel an order after placing it? Before the embroidery run starts, almost always — call rather than email, because it's a race against the production schedule. Once your logo has been stitched onto garments they can't go back into stock, so that's the point of no return.

02Sizing & fit

How do we get the sizes right across a whole team? A fit kit. A sample set goes to each site and stays long enough for every shift to see it, everyone picks their own size, and those choices are recorded against your account. It is the single biggest reason a first order goes right or wrong.
Do sizes run the same across brands? No, and it's the most common sizing surprise. A 16 in one brand is not a 16 in another, so we size against each brand's own chart rather than a general one. The charts are on Size & Fit Help.
What if someone's size is wrong when it arrives? Unbranded garments can be exchanged under the returns process. Embroidered garments can't go back into stock, which is exactly why the fit kit exists — see Delivery & Returns for the detail.
Do you keep our sizes for next time? Yes. Once someone has picked, it stays on your account. A replacement or a new starter is ordered against what's already held rather than another round of measuring.

03Embroidery & artwork

What logo file do you need from us? Vector artwork is ideal — an EPS, AI, PDF or SVG. A high-resolution PNG or JPEG can usually be worked with. The full list is on Logo Requirements, and if all you have is a business card we'll tell you honestly whether it's usable.
What is digitising, and do we pay for it twice? Digitising converts your logo into a stitch file the machines can read. It's done once, held against your account, and every reorder afterwards runs from that same file — which is why year-three garments match year-one garments.
Can we see the embroidery before the full run? Yes. Your logo is test-stitched on the actual garment fabric first, because thread behaves differently on a scrub than on a polo. Nothing runs at volume until that's been looked at.
Where does the logo go, and can we choose? Left chest is the default and there are good reasons for it, but sleeves, backs and above-pocket placements are all normal requests. Embroidery Placement covers what works on which garment.
Can we add names as well as the logo? Yes — names and roles are stitched alongside the logo, and they're held per person on your account so a replacement garment matches the original. It's covered under Name Embroidery in the embroidery section.

04Delivery & returns

How long will our order take? Plain stock and embroidered orders run on different clocks, and an embroidered first order includes digitising and a test stitch. You get dated timings for your own order on the quote rather than a website average, and you hear from us if any of them move.
Can you deliver to several sites? Yes, and we'll pack it the way you want it — split by site, by role, or by person with names on the bags so nothing has to be sorted at your end.
What can be returned? Unworn, unwashed, unbranded garments in original condition can be returned or exchanged. Embroidered garments can't, because they can't be sold to anyone else — the exception is anything we got wrong. Full detail on Delivery & Returns.
What if the embroidery or the garment is wrong? It comes back to us, gets re-run and doesn't appear on an invoice. The stitching is done in our own facility, so there's no third party in the middle deciding whose fault it was.

05Programs & the portal

What is a uniform program? An agreed garment set, sizes held per person, and rules about who can order what — so uniforms stop being a recurring project. Uniform Programs covers how it's set up.
Do we have to use the ordering portal? No. It exists because managing uniforms by email stops working somewhere around the third site. If phone and email suit you, that's how we'll run it.
Can staff order for themselves without us losing control of spend? That's what allowances and approvals are for. Each person gets a limit, anything above it comes to whoever you nominate, and spend is visible by site and by role.
We're rebranding. How does that work mid-cycle? Usually role by role, so you're not throwing out a wardrobe with two years left in it. The new stitch file is built while existing stock stays in use, and the first run covers only what needs replacing now.

06Pricing & payment

How is a quote put together? Garments, decoration and freight, itemised, with the timings alongside them. If a style carries a minimum or a set-up cost, it's on the quote — there is nothing that appears later.
Do prices come down at volume? Yes for larger runs and for programs ordering across a year rather than in one hit. It's quoted against your actual numbers rather than off a published tier, so ask for it with your real headcount.
Can we be invoiced on account? Account trading terms are available to established organisations on application. Card and bank transfer are available to everyone.
Are you the cheapest? Rarely, and we'd rather say so. If price per garment is the only measure that matters, an online marketplace will beat us. What we're built for is the second and third order — see Why Med Uniforms.

07Garment care & fabrics

Will these survive a commercial laundry? The ranges we recommend for that are chosen for it — but tell us at quote stage, because it changes which fabrics we'd put in front of you. The garment that looks best out of the bag is not always the one that looks best at the fiftieth wash.
How should embroidered garments be washed? Cool wash, inside out, no bleach on the logo, and out of the dryer before they bake. The Garment Care Guide has the version worth printing for a staff room.
What if a garment fails early? Tell us and send a photograph. A genuine fabric or manufacturing fault is replaced — ordinary wear on a garment worn four shifts a week for two years is not a fault, and we'll be straight with you about which one we think it is.

08Working with us

Are we too small to be worth your time? No. A three-person clinic and a six-site aged care group buy the same way here. The program tools matter more the bigger you get, but nothing about the ordering changes.
Is there a contract or a minimum term? No. Nothing locks you in, including the artwork — your stitch file is released to you on request. See How We Work for the rest of the commitments.
Do you supply outside healthcare? It isn't what we're built for. Hospitality, trades and corporate teams are somebody else's specialty, and we'd be learning your sector on your order.

Not on the list

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Every question here started as somebody’s phone call. If yours isn’t answered above, it’s a gap on our side rather than a silly question, and the answer takes a couple of minutes.

A person, not a ticket queue

Sizing questions answered against the actual brand chart

Artwork checked before you commit to anything

Existing clients: your account contact directly

1300 736 665

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Size & Fit Guide

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Avery is cut for a contemporary, slightly tapered fit that flatters without restricting movement. Prefer a relaxed fit or planning to layer? Size up.

Model — Women's5'7", wearing size S
Model — Men's6'1", wearing size L
FitTrue to size, tapered body
LengthHip-length, V-neckline
Chest (CM)Body LengthSleeve
XXS81–865830.5
XS86–916031.5
S91–976232.5
M97–1026433.5
L102–1076634.5
XL107–1146835.5
2XL114–1227036.5
3XL122–1327237.5
4XL132–1427438.5

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