FAQ's

Frequently Asked Questions

See below our responses to the most frequently asked questions we have.

What are the setup fees for?

Your logo artwork will need to be setup into a file which the embroidery machine can read. Once this file is loaded into our embroidery machines it can then tell the machine where to sew, number of stitches to lay down, type of stitch to use, when to cut the thread, when to change to another thread colour and so much more!

​Once these files are created they are kept for you to use on any future orders.

​Once your logo has been set up as an embroidery file, we will carry out test sew‑outs to ensure we achieve the best possible embroidery result for your design. We will then email you a photo of the embroidered sample for your approval, or if you prefer, we are more than happy to post a physical sample on a piece of material free of charge (small size embroidery only).


For text‑only embroidery in a standard font, we can usually create this in‑house for small to medium‑sized embroidery at no additional cost. For this service, we may send a digital image for approval instead of a sewn sample.

Why do I have to pay a setup fee? Is it not an easy process to setup an embroidery file …. One click on the computer and its all done?

Unfortunately no, embroidery files are very different to ordinary media print files, here’s why:

Our expert digitisers will make any changes that are needed to your artwork in the graphics program, the file is then opened in an embroidery program where it is used as a template for creating a stitch file

First, the digitiser must decide how the "pathing" in the logo will run. The pathing is the sequence of stitches in a design from start to finish. Pathing can affect how an embroidered design will "lie" when it is finished. If a design isn't embroidered in the correct sequence, you may have unwanted gaps of fabric or uneven text. The pathing will also affect how long the design will run on the machine during the embroidery process. Although you may not care what the running time is, a shorter, smoother design will cost you less.

Next, the digitiser assigns stitch types to each section of the design based on what stitches will best represent the artwork. The digitizer starts by adding the underlay stitches. Although you can't see underlay stitches in a finished logo, having the correct underlay stitches is essential to creating a great looking logo. Underlay helps stabilize the fabric to the backing (another essential element in embroidery), lay down the nap of the fabric so that the remaining stitches have a smooth surface to embroider on and add density to the design. Not using the correct underlay can cause the stitches to sink into the fabric or allow the shirt fabric to show through the design.

Although there are only three basic stitch types: run, satin and fill stitches, there are variations of these stitch types. For example, fill stitches are used to cover large areas; but, the digitiser must decide what type of fill stitch to use, the direction the fill must sew in and where the fill should start and stop in the design. When deciding all these factors the digitiser must consider what type of fabric the logo will be embroidered on and make adjustments accordingly. Stitches will sink into fabrics such as polar fleece and lay on the surface of denser fabrics such as nylon.

Another important aspect of embroidery is the "push and pull". A design may move while being embroidered. This will cause some stitches to shrift. A digitiser must account for the possible effects of push and pull on a design and make adjustments to compensate.

Digitising is a careful process that requires time and experience and is vital in achieving a quality embroidery result.

How do I know if my logo will work for embroidery?

You are welcome to email us your logo so we can give advise. Most logo's will work well when converted to embroidery however very fine details and small text can be hard to reproduce successfully but we will give suggestions on creating the best embroidered logo possible.

How do I send my logo?

Please upload your image with a message using our Contact Form or Email Us.We can accept most file types but the best to use are .jpg, .png or .pdf. Include any additional information you would like us to know about your logo, ie: colours, size, layout ect.

Can you embroider popular brand names or sports logos such as Ford, Domino’s, or the England Rugby Rose?

No. We cannot reproduce any trademarked or copyrighted logos without written permission from the trademark holder.
Please ensure that any logos, images, words, or phrases (“Artwork”) you provide are owned by you or that you have permission to use them. We may request proof of written permission if we are unsure you have the right to use the Artwork. All Artwork must be free from infringement of any third‑party rights.
Assegai – Burton Embroidery Service cannot be held responsible for any claims, costs, losses, or expenses (including legal fees) arising from a claim that the Artwork infringes the rights of a third party.

Can I add names or text lines to my garments?

Yes, that will be no problem and there is no setup fees for using standard fonts.  If different names / initials are needed on garments an additional personalisation fee may apply. Please contact us for more details.

Can I supply my own garments for embroidery?

Yes, we can embroider garments supplied by you but please note you will be agreeing to our T&C's below if you supply your own garments:

  • All garments are handled and embroidered with the utmost care; however, embroidery on customer‑supplied items is carried out entirely at the customer’s own risk.
  • Assegai / Burton Embroidery cannot be held responsible for any loss or damage that may occur during embroidery or while garments are in transit.
  • Garments are checked upon receipt and you will be notified if any visible damage or faults are found. However, we are not liable for any issues that may be missed during inspection and subsequently embroidered.
  • Customers are responsible for providing replacements for any faulty garments sent to us for embroidery (if required).
  • For new logos that are set up, a photo of a stitched sample will be emailed to you for approval before we embroider your garments. For text that is set up in‑house (free setup), a digital image may be sent for approval instead of a stitched sample. Please note that, due to differences in screen displays, thread colours in sample photos or digital proofs may appear slightly different from the physical embroidery. Approval must be made by email, and once approval is given, we cannot accept responsibility for any errors.
  • We strongly advise against sending irreplaceable or sentimental items. Although rare, embroidery machines can develop unexpected faults that may damage a garment.
  • We cannot be held responsible for any loss or damage to items during shipping to or from us.
  • If an embroidery mistake occurs that is our fault (for example, incorrect thread colour, incorrect placement, or an error that differs from the customer‑approved sample or instructions), we will replace the item using garments sourced from our own suppliers.
    As customer‑supplied garments come from many different retailers, an exact match may not always be possible, but we will always provide a replacement that is as close in style, colour, and quality as reasonably available.
    This applies only to errors made by us that fall outside of what the customer has approved.

What is your lead time?

Once payment has been received & embroidery has been approved, your order will be processed and should be dispatched to you within 10 -15 working days (subject to stock availability), however, we will make every effort to get your order to you as soon as possible. Please let us know if you have an urgent order and we will do our best to help.

Items from our Africa Inspired shop -  Because we make every item to order, we keep unnecessary waste to a minimum and ensure your piece receives our full attention. Items are dispatched 3-4 working days and our Untamed & Dragon Hoodies are 5-7 working days du to the time it takes to produce each intricate design. 

How do I place an order?

Please email us with the products you are interested in from our catalogue (or the items you would like to supply), along with your embroidery requirements. We will usually get back to you with a quote within 1 working day. If you haven’t heard from us by then, please check your spam folder.
Once you accept the quote, we will send an invoice with payment options — BACS or online card payments are accepted. After payment is received, we will set up your logo, embroider a sample, and email you a photo for approval.
If you have any questions about our Africa Inspired products, or if you can’t find what you’re looking for on our website, please feel free to get in touch with your requirements.

Can I open a credit account with you?

We’re not able to offer credit accounts. This helps us keep our costs down and ensures we can continue offering competitive prices and reliable service. We appreciate your understanding and are always here to support your business needs.

Will I received a VAT invoice?

Yes. We issue VAT invoices for all orders. VAT is applied to all products except children’s clothing, which is zero‑rated under UK VAT rules.

How will my order be delivered & what is the cost?

Small orders are sent by Royal Mail and larger orders will be sent by Courier. Delivery charges will be worked out according to the size of your order and these fees will be shown in your quote. (we only ship withing the UK).

Drop / Collections can also be made from the office during office hours.