Frequently Asked Questions
You asked. Often. We wrote it all down.
Straight answers on quotes, minimum orders, artwork files, print methods, VAT, customs, delivery times and returns, gathered from real client conversations and kept current by the people who actually run the orders, so you spend less time asking and more time launching.
Quotes · Artwork · VAT & customs · Delivery
Asked often, answered properly.
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From choosing the right product to branding, VAT and delivery across Europe, the questions below cover the whole journey. Search for a keyword or jump straight to a topic, and if anything is still unclear our team is one email away.
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General
Getting to know Swish & Click.
What is Swish & Click?
Swish & Click is a pan-European B2B distributor of promotional products and branded merchandise, built for organisations that need one accountable partner instead of a patchwork of national suppliers. You send us a brief; we source the right products from a vetted network of European, UK and international suppliers, apply your branding, manage the tax and customs paperwork, and deliver to your offices, events or teams. We deliver across all 27 EU member states, plus the UK, Switzerland, Norway, Iceland, Andorra and Monaco, and we arrange worldwide shipping for bulk orders by special arrangement. The range covers more than 10,000 products, from notebooks, drinkware and bags to textiles, technology and eco-certified lines, all of which can be branded with your logo or artwork. Because one company handles the whole chain, you get one quote, one invoice and one named contact, with none of the friction that usually comes with running orders across borders. If you are comparing us with a classic webshop, the difference is simple: we work to your brief, your deadline and your delivery map, not to a fixed catalogue and a single country.
Where is Swish & Click based?
Swish & Click OÜ is registered in Tallinn, Estonia, company number 17301303, with the EU VAT number EE102889941, which you can verify in the European Commission’s VIES database, and the EORI number EE17301303 for customs. Estonia gives us one of the most digital, transparent corporate frameworks in Europe, and it means every order you place is invoiced by a single EU entity under one set of rules. The team itself works across the continent and serves clients in eight working languages, so you deal with someone who understands your market, not a call centre. We deliberately hold no warehouses and no showroom: we operate through a curated supplier network across Europe and the UK, which keeps overheads low, choice wide and lead times honest. In practice this means that wherever you are, from Dublin to Bucharest, and wherever your delivery needs to land, you are dealing with one properly registered European company that handles VAT, customs and EORI correctly by design.
What kind of clients do you work with?
Businesses of every size and shape. A normal month includes start-ups ordering launch and onboarding kits, marketing and creative agencies sourcing white-label for their own clients, HR and people teams running welcome packs and staff gifting, event and conference organisers, universities, public bodies and NGOs, retail and hospitality brands wanting private-label goods, and multinationals rolling a single campaign out across several countries at once. Order sizes vary just as widely, from fifty branded bottles for one event to ten thousand units split across five countries with different delivery addresses and VAT treatments. What our clients share is not size but the need for it to be handled properly: correct invoicing, reliable branding, honest lead times and delivery that arrives where and when it should. We are exclusively B2B, so we do not serve private consumers, but we happily work with sole traders and freelancers ordering for their business.
Do you have a physical store or showroom?
No, and it is a deliberate part of the model rather than a gap in it. A permanent showroom would mean fixed stock, fixed overheads and a bias towards whatever happens to be on the shelf; instead we stay asset-light and source each brief from the supplier best placed to produce it, which keeps pricing sharp and choice wide. What replaces the showroom suits how teams actually buy: detailed product pages, photo-realistic digital mockups of your logo on the product before you commit, and physical samples, blank or branded, sent to your office when you want to judge the quality in hand, which we always recommend for large runs or textiles. Everything happens remotely, in your language and on your schedule, from first email to approved proof. If you are ever unsure between two products, ask: honest, specific advice about materials, print methods and what will actually look good with your artwork is part of the service.
Can I trust Swish & Click if I have not ordered before?
Yes, and you do not have to take our word for it, because everything important is verifiable or approved by you before your money is at risk. We are a registered Estonian company, Swish & Click OÜ, and you can check our VAT number EE102889941 in the EU’s VIES database in about thirty seconds; we also hold an EORI number for customs, which only genuinely trading companies have. Commercially, the process protects you at every step: quotes are itemised so you can see exactly what you are paying for, nothing goes into production until you have approved a digital proof in writing, and on larger orders we offer a pre-production sample so you can hold the real thing before the full run is made. We work only with vetted European and UK suppliers, many holding recognised certifications such as GRS, FSC and OEKO-TEX, and we keep you informed at every stage from artwork to dispatch, so you are never left chasing.
How can I contact you?
The fastest route is email: write to info@swishandclick.eu, or info@swishandclick.co.uk if you are a UK client, with as much or as little detail as you have, and a real member of the team, never a bot or a ticket queue, will come back to you, usually within one working day and often much sooner. For quick questions, or to keep the thread moving while your project runs, we are also on WhatsApp, and both the product pages and the quote page carry short forms that reach the same people. There is no phone menu to navigate and no account to create first. The team works in eight languages, English, Spanish, French, Italian, German, Catalan, Greek and Hungarian, so write in whichever is most comfortable and we will answer in kind. If you already know what you need, send quantities, deadline and delivery countries in the first message and you will usually have a quote the same or the next working day.
Products & Samples
Choosing the right product.
Can I get samples before ordering?
Yes, and for anything sizeable we recommend it. We can send blank samples so you can judge the material, weight and finish in hand, and for many products a pre-production sample carrying your own branding once the artwork is agreed. Samples are especially worth it for textiles, bags and anything where the feel matters as much as the look, because a photograph can only tell you so much. Sample costs vary by product: some are inexpensive or free from the supplier, others carry a charge, particularly branded or courier-heavy ones, and where there is a cost we tell you up front and can often credit it against the order if you go ahead. Tell us the products you are weighing up and the country you are in, and we will set out exactly what a sample will cost and how quickly it can reach you.
Can I get a sample with my logo on it?
Yes. Once your artwork is approved we can arrange a pre-production sample, the actual product decorated with your logo, so you can check colour, placement and print quality before we commit the full run. It is the surest way to avoid surprises on a large or important order, and we recommend it whenever the quantity or the stakes are high. A branded sample takes longer than a blank one, because it goes through the same setup and decoration as production, and it usually carries a cost that reflects that; we confirm the price and timing before anything is made.
How do I know a product is right for me?
Three things do the work here. First, honest advice: tell us the audience, the occasion and the budget, and we will steer you towards what actually suits the brief rather than what carries the biggest margin, and we will say so if an idea will not photograph or print well. Second, a digital mockup of your logo on the product, so you can see the real proportions and colours before deciding. Third, a physical sample when it matters, so nothing is left to imagination. Because we source across a wide supplier network rather than pushing a fixed range, we can compare options on material, print method, lead time and price side by side. If you are torn between two products, ask; that comparison is part of the service, not an extra.
Can I see a visual of my logo on the product before ordering?
Yes, a digital mockup is a standard part of quoting, not an extra. Send us your logo, ideally as a vector file such as .ai, .eps or .pdf, and we will show it applied to the product at a realistic size and position so you can judge how it will look. If you only have a lower-resolution file, we can usually prepare a print-ready version for you. The mockup is a visual guide rather than an exact colour proof; the binding check comes later, when you approve the supplier’s proof in writing before production begins. For multi-product or multi-colour orders we can mock up the full set so the whole campaign is signed off together. It costs you nothing and it is the easiest way to catch a placement or sizing issue early.
Can I mix and match colours or styles?
Usually yes, within a couple of practical limits. Across an order you can often combine colours, sizes or even different products, which is common for apparel runs and event kits. The two things to watch are minimums and setup: many products carry a minimum order quantity per colour or variant, so very small splits can push the per-unit price up, and each distinct decoration setup, a new colour of print or a different position, can add a one-off cost. None of this is a barrier, it just shapes the most cost-effective way to build the order, and we will lay out the options clearly. Tell us the split you have in mind, sizes, colours and quantities, and we will show you where it lands on price and whether a small change makes it noticeably better value.
Do you offer eco-friendly and sustainable products?
Yes, and it is a genuine part of the range rather than a token line. We work with recycled, organic and responsibly sourced materials, recycled RPET drinkware and bags, organic cotton textiles, bamboo, cork, recycled paper and refill-friendly designs, and many come with recognised certifications such as GRS, RCS, FSC, GOTS or OEKO-TEX, which we can reference on request. We would rather point you to something with a credible certification than make a vague green claim, so if sustainability matters for your brief, say so and we will build the shortlist around it.
Do you hold stock, or source each order?
We source each order rather than holding stock, and that is deliberate. Carrying a warehouse would mean fixed overheads and a bias towards shifting whatever is on the shelf; instead we stay asset-light and buy each brief from the supplier best placed to produce it, which keeps pricing sharp and the range wide. In practice it means you are not limited to a narrow in-house catalogue: you get the right product for the job from a broad, vetted network. The trade-off is that lead time runs from the point your artwork is approved rather than from a shelf, which is why we are precise about timing in every quote. For clients who reorder the same item regularly, we can plan ahead so repeat runs move quickly and predictably.
Can you help if I don’t know what I need?
Absolutely, that is often the best way to start. You do not need a product in mind, just the brief: who it is for, the occasion or campaign, a rough budget and quantity, and when you need it. From there we come back with a shortlist of options that fit, with honest pros and cons on each, rather than a catalogue to wade through. We will flag what tends to work for your audience, what photographs and prints well, and where your budget stretches furthest. If you are gathering ideas for something months away, that is fine too; an early conversation usually leads to a better and calmer result than a last-minute scramble. Send us what you know and we will do the shaping.
Branding & Customisation
Your logo, faithfully applied.
What branding methods do you offer?
All the main ones, and we match the method to the product and your artwork rather than forcing a single technique. For textiles we use screen printing for crisp solid colours, embroidery for a premium stitched finish on polos and caps, and full-colour methods like DTG and digital transfer for photographic or multi-colour designs. For hard goods, pens, bottles, tech and keyrings, we use pad printing on curved surfaces, laser engraving for a permanent mark on metal, wood or bamboo, and UV printing for vivid full colour on flat surfaces. For notebooks and leather we offer debossing, embossing, foil and hot stamping, and for paper and card, digital or offset printing.
Can you print in full colour, including gradients?
Yes, when the method suits it. Full-colour techniques such as digital transfer, DTG, sublimation, UV and digital printing reproduce gradients, photographs and as many colours as your design needs. Spot-colour methods are different: screen printing and pad printing lay down solid Pantone colours one at a time, so they are superb for clean, exact brand colours but not built for gradients, and each extra colour adds a screen or a pass. Engraving gives a single tone in the material’s own colour, and embroidery uses solid threads rather than blends. So the honest answer is that it depends on the product and the artwork; if your logo has a gradient, we will choose a full-colour method or advise the cleanest way to adapt it, and the mockup will show exactly how it looks.
Can I customise where my logo goes and how big it is?
Yes. Every product has one or more print areas, each with a maximum size, and within those you choose the position and scale to suit the item and the design. We will advise on what actually looks right, because a logo that is technically possible is not always the most effective at a given size, and we would rather tell you that up front. The digital mockup shows the placement and proportions before you commit, and the supplier’s proof confirms the exact position before anything is printed.
What file type do you need for my logo?
Ideally a vector file, an AI, EPS or vector PDF, because it stays razor-sharp at any size and is essential for spot-colour, engraved and cut methods where the outline drives the tooling. For full-colour print a high-resolution PNG or JPG can work well, though we still prefer vector for line-art logos. If you only have a small or low-resolution file, do not worry: we can usually recreate it as print-ready vector artwork at no charge, and we will send it back for your sign-off so you can confirm it matches your brand before it reaches production. Sending the best file you have at the start saves a round of back-and-forth, and we will always tell you honestly whether it is good enough for the method you have chosen.
Can I have different names or designs on each item?
Often yes, and it comes down to the method. Digital techniques, DTG, digital transfer, UV, digital printing and sublimation, handle variable data comfortably, so individual names, numbers or slightly different designs across a run are very doable, which is why they suit team kits, event badges and personalised gifts. Spot-colour methods like screen and pad printing are built around one fixed design per setup, so per-item changes mean extra setups and are not always cost-effective. Laser engraving can also personalise items individually. Tell us what you have in mind, a single logo everywhere, names per person, or a few design variants, and we will tell you which method makes it work and how it affects the price.
What if my logo will not print well?
We will tell you before anything is produced, not after. If a logo has very fine lines, tiny text, a gradient that a chosen method cannot hold, or colours that will shift on a particular material, we flag it early and suggest the fix, often a small adjustment, a cleaner file, or a method better matched to the artwork. None of this changes your brand; it just makes sure it reproduces faithfully on a physical product, which behaves differently from a screen. The digital mockup gives you a first look, and for large or important orders a pre-production sample lets you see the real result in hand before we commit the full run. Getting this right is part of the service, not an afterthought.
Can you brand several different items to match?
Yes, and it is one of the most common things we do, a coordinated set of merchandise carrying the same branding across different products. We keep your logo consistent from item to item and match colours as closely as each method allows, and we will be straight with you where a material changes the result: an engraved metal bottle shows the logo in the metal’s own tone, embroidery renders it in thread, and a printed bag shows it in full colour, so the same logo can look subtly different across a kit by nature rather than by error. We mock up the whole set together so you can sign it off as one campaign, and we plan production so the items arrive together rather than trickling in separately.
Can you redesign or modernise my logo?
We are a merchandise distributor rather than a branding agency, so we do not take on full logo redesigns or create brand identities from scratch, and we would rather be honest about that than do it badly. What we can do is prepare your existing logo for production: clean it up, recreate it as sharp vector artwork, fix a low-resolution file, and advise on how it will reproduce across different methods and materials. If a colour or a fine detail will not survive a particular technique, we will suggest a small, faithful adjustment for that application. If you genuinely need a full redesign, we are happy to point you towards a designer, and then we will take it from there once the new artwork is ready.
Ordering & Lead Times
From your first email to your door.
How do I place an order?
It is refreshingly simple, with no account to set up or platform to learn. Send us your brief, the products you are interested in, rough quantities, your logo and where the order needs to go, and we will come back with a clear quotation, usually the same or the next working day. We can also prepare a digital mockup so you can see your logo on the product before you decide. Once you are happy with the quote, you confirm it in writing and we send a short order form to capture the final details, delivery address, contact, artwork and any variants. From there our logistics team issues a pro forma invoice, and once that is settled we apply your artwork and send you a proof. Production begins only after you have approved that proof in writing and payment has cleared, so nothing is ever made until you have seen exactly what you are getting.
How long does production take?
It depends on the product, and we would rather give you an honest range than a number that sounds good but slips. For standard catalogue items the realistic timeline is around seven to fourteen working days, and the clock starts the moment you approve your artwork, not when you first enquire. Bespoke or custom-made items, anything manufactured to order rather than decorated from stock, take longer, typically four weeks or more. We will always tell you which category your order falls into before you commit, and we will never quote you the short window for something that genuinely needs the long one. On top of production, allow shipping time to your destination, which varies by country. The single biggest thing you can do to keep an order on schedule is approve the artwork promptly, because everything downstream is measured from that point.
Can I get my order faster?
Sometimes, and we will always look into it rather than dismiss it. Some suppliers offer express production, and express shipping can shorten the delivery leg, so if you have a fixed event date, tell us early and we will find out honestly what is achievable for your products. Two things are worth knowing. First, the most common bottleneck is not production but the approval stage, so the fastest orders are those where the quote, order form and proof are turned around quickly at your end. Second, express shipping has to be arranged before dispatch; it cannot be added once an order is on its way, which is another reason to flag urgency at the start. Where a rush is possible it may carry an extra cost, and we will set that out clearly before you commit. If a deadline is genuinely tight, tell us the date first and we will tell you straight whether we can meet it.
Is there a minimum order quantity?
Usually yes, and it varies more than you might expect, because it is driven by the product and the branding method rather than a single company rule. Some items can be ordered in fairly small quantities, while others carry a minimum of fifty, a hundred or several hundred, particularly where a method has a fixed setup cost that only makes sense spread across a reasonable run. That setup is the real reason small orders can look expensive per unit: the origination costs the same whether it is applied to twenty pieces or two hundred. It is not so much a barrier as something that shapes the most sensible quantity to order, and we will always be upfront about where the practical minimum sits for what you have chosen.
Can I order just one or two units?
For a true one-off it depends entirely on the product and the method. Digital techniques like direct-to-garment or digital printing can produce a single item economically, so a one-off t-shirt or a short personalised run is realistic. Most branded merchandise, though, is set up for quantities rather than singles, because the origination and machine setup cost the same for one piece as for a hundred, which makes a single branded unit disproportionately expensive. If what you really want is to check the product before a larger order, a sample is usually the better route, and we can arrange one, blank or branded, and confirm any cost up front.
What happens once I approve the quote and artwork?
At that point the order moves from us on the sales side to our logistics team, who see it through to your door. They issue a pro forma invoice, and once that payment has cleared and you have approved the artwork proof in writing, production begins, two gates that protect you, because nothing is manufactured until the money is settled and you have signed off exactly what will be printed. From there the supplier produces and decorates your items, logistics arranges dispatch, and you receive tracking so you can follow the delivery. If anything affects the timeline along the way, you hear it from us rather than discovering it late. Any question about shipping, delivery or tracking goes to the logistics team, while anything about the artwork or a commercial change stays with us.
Can I make changes after approving the artwork?
Once you have approved the proof in writing, production is cleared to begin, so the honest answer is that changes from that point are difficult and sometimes not possible. If the items have not yet gone into production, we will do everything we can to accommodate a change, though it may affect the timeline or the cost. Once production has started, the artwork is committed, and a change usually means a fresh setup and a new run rather than an edit. This is exactly why the proof stage matters and why we ask you to check it carefully, the position, the colours, the spelling, the sizing, because the proof is your last chance to catch anything before it becomes a physical product. If you spot something after approval, tell us immediately rather than waiting; the sooner we know, the more options there are. We would always rather pause than print something wrong.
Delivery & Locations
Across Europe, and beyond.
Where do you deliver?
Right across Europe. We deliver to all twenty-seven EU member states, plus the United Kingdom, Switzerland, Norway, Iceland, Andorra and Monaco, which in practice means almost anywhere your campaign needs to reach on the continent. Because we are a natively cross-border operation rather than a single-country supplier, a delivery to Lisbon, Helsinki, Dublin or Zurich is routine rather than an exception, and we handle the differences in VAT and customs that come with each so you do not have to. Monaco is treated as part of the French VAT and customs territory and delivers just as France does. Beyond Europe, we can ship larger orders worldwide by special arrangement, so if your audience is further afield, ask and we will tell you honestly what is possible for your products and quantities. Wherever it is going, tell us the destination country early, because it shapes both the delivery estimate and the customs side of the order.
How much does shipping cost?
Shipping is quoted per order rather than charged from a fixed table, because the honest cost depends on where it is going, the weight and volume of the goods, and how fast you need it. We calculate it and include it in your quotation, so it is visible up front rather than appearing as a surprise at the end. A pallet of exhibition stock to a city centre and a single box to a rural address are very different jobs, and islands or remote regions such as the Scottish Highlands, Sicily, Sardinia or the Greek islands can carry a surcharge and take longer, which we will always flag rather than leave you to discover. If you are shipping to more than one place, each leg is costed separately so you can see exactly what each destination adds. For anywhere outside the EU, any import duties or taxes are charged on arrival and sit outside the shipping price itself, so we will never tell you there are no further charges, only explain clearly what to expect for your country.
Can you deliver to multiple addresses or countries?
Yes, and it is one of the real advantages of working with a cross-border distributor. We can split a single order across several addresses, several cities or several countries, which suits multi-office rollouts, distributed teams, event kits going to different venues, or a campaign that needs to land in several markets at once. Each destination is planned and costed individually, so you see what each leg adds and we can flag any that are slower or carry a surcharge before you commit. It also means we handle the VAT and customs treatment for each destination country separately, which matters when some are inside the EU and some are not, and which is exactly the kind of complexity we exist to absorb on your behalf. For each address we will want a named recipient and a local contact number, because that is what keeps every leg moving smoothly.
How long does delivery take?
It depends on the destination, and we would rather set an honest expectation than a flattering one, because every date we give is a considered estimate rather than a guarantee. As a general rule, allow at least five working days for delivery once your order has shipped, and more for some destinations. Northern and Western Europe, the Netherlands, Germany, the Nordics and similar, tends to be fast and reliable. Southern Europe, Italy in particular, along with parts of Spain and Greece and the islands, is slower and less predictable, so we deliberately pad those estimates rather than promise a date we cannot control. Two seasonal things are worth knowing too: occasional industrial action, which can affect France, Italy and Greece, and the run-up to Christmas and major sales periods, both of which slow every courier, so if your deadline falls near one of those windows we will build in extra room. Remember also that delivery time sits on top of production and starts only once the goods leave, so approving artwork promptly is what protects the overall timeline.
Can I track my order?
Yes. Once your order is dispatched we provide tracking so you can follow it to the door, and you will have our logistics team as a point of contact for anything that comes up along the way. Two honest notes help here. First, tracking can sit still for a day or two, particularly when a parcel crosses a border and the final leg is handed to a local courier; a quiet spell is usually normal movement between systems rather than a lost parcel, and the first scan can take a working day or two to appear. Second, the single most effective thing you can do to avoid a failed delivery is give us a reachable recipient with a local phone number, because many couriers make only one delivery attempt and a contactable person is what turns a missed parcel into a smooth handover. If tracking ever looks genuinely stuck, tell us and we will chase the courier on your behalf.
Can you deliver on a specific date, or in staggered batches?
Often yes, and it is worth planning early if timing matters. If your goods need to arrive for a particular event or launch, we can work the production and dispatch schedule back from that date so they land in good time rather than at the last minute, with a sensible buffer for transit. We can also stagger delivery, sending part of an order now and the rest later, or rolling a larger quantity out in phases to different locations, which suits ongoing campaigns and multi-stage events. One thing to be clear about: we are an asset-light business and do not run a long-term warehouse as standard, so this is about scheduling and phasing rather than holding your stock indefinitely. If you have a recurring need or a known calendar of dates, tell us and we will plan the timing around it so each delivery arrives exactly when you want it, rather than everything at once.
Pricing & Payment
Clear numbers, no surprises.
Are your prices shown with or without VAT?
Our quotes show the price before VAT, and then the VAT treatment that applies to your specific order, because how VAT works depends mainly on where the goods are delivered rather than simply where you are based. For a business in another EU country that holds a valid EU VAT number and takes delivery within the EU, the order is normally handled under the reverse charge: we invoice at zero VAT and you account for it in your own return, which keeps the paperwork clean on both sides. Where the reverse charge does not apply, for example a delivery to a private recipient, we charge the local VAT rate of the destination country and declare it for you through the EU One Stop Shop. Deliveries outside the EU are treated as exports with no EU VAT, though local import duties may apply on arrival, and deliveries within Estonia carry Estonian VAT. Whatever your situation, we state the treatment clearly on the quote so the final figure is never a surprise.
What currency do you work in?
We quote and invoice in euros as standard. As an Estonian company that is our base currency, and because most orders move within the eurozone it usually keeps things simplest and avoids exchange-rate movement between the quote and the payment. Many of our clients are based in the UK, the US or Canada and are perfectly comfortable settling in euros, and paying in the same currency we invoice in means there is no conversion built quietly into the price. If working in another currency genuinely matters to you, tell us and we will discuss what is workable, but as a rule the euro is the cleanest route and the one we would gently recommend.
Do larger quantities reduce the price per unit?
Usually yes, and often quite noticeably. Two things pull the unit price down as the quantity rises. The first is the one-off setup a branding method needs, the screen, the die or the digitised embroidery file, which is a fixed cost spread across the whole run, so the more units it is shared over, the less it adds to each piece. The second is that suppliers price in bands, so the per-unit product cost typically steps down at certain quantity thresholds. This is why a small order can look expensive per item while a larger one suddenly looks very reasonable. If you are near one of those thresholds we will point it out, because a modest increase in quantity can sometimes lower your cost per unit enough to be worth it.
Are there setup or design fees?
There can be a setup cost, and where there is, it is shown openly on the quote rather than hidden in the unit price. Most branding methods need a one-off origination, preparing a screen, a die or an embroidery file, which is charged once per design rather than per item and then covers the whole run. Digital mockups, so you can see your logo on the product before deciding, are part of the service and not a separate charge. If your logo arrives in a format that needs redrawing as clean vector artwork for production, we can usually do that for you, with your sign-off on the final version. What we are not is a design studio, so if you need a logo created or substantially reworked from scratch, that sits outside a normal quote and we would scope it separately. Everything that does apply is itemised, so you can see precisely what each part of the price is for.
How do I pay?
The standard method is bank transfer, and the full details you need are set out on your pro forma invoice, including the reference to quote so your payment lands correctly against your order. For orders within Europe that is a straightforward SEPA transfer; for clients further afield it is an international transfer to the same account. If you need an alternative arrangement, ask and we will tell you honestly what is possible, though for larger orders bank transfer is the method we will use. Because we work with a business reference on every payment, matching your transfer to your order is quick, which is part of what keeps production moving without delay once funds arrive. Whatever the amount, you will always have a clear pro forma to pay against rather than a vague request for money.
When do I pay?
As a general rule, payment is made before your order goes into production, against the pro forma invoice we issue once you have accepted the quote. This is deliberate and it protects both sides: production begins only once payment has cleared and you have approved the artwork proof in writing, so nothing is ever manufactured until the order is settled and you have signed off exactly what will be printed. It also means there is no invoice chasing after the event and no ambiguity about when work starts. For an established relationship or a recurring account, we are happy to discuss terms that suit an ongoing arrangement, but the standard position for a first order is payment up front.
Will I receive a formal quote and invoice?
Yes, at every stage. You start with a clear written quotation that itemises the products, the branding, any setup, the delivery and the VAT treatment, so you can see exactly what you are agreeing to before you commit. Once you accept, our logistics team issues a pro forma invoice, which is the document you pay against and which confirms the order and the amount. After payment, you receive a proper VAT invoice for your records, showing the correct VAT treatment for your order, whether that is reverse charge, local VAT or export. So there is a quotation to decide on, a pro forma to pay, and a final invoice to keep, each one clear and properly referenced. If your accounts team needs the paperwork in a particular form, tell us and we will do our best to accommodate it.
After-Sales & Support
Looked after, start to finish.
What if my order arrives damaged, faulty or incorrect?
Tell us straight away, and we will put it right. Send our logistics team a note with your order reference and a few photos of the problem, ideally including the packaging, and we will look into it promptly. Whether it is transit damage, a fault in the goods, the wrong item or a branding error, the first step is always to understand exactly what has happened, and we will keep you informed while we do. Because every order is different, we do not pretend a single fixed remedy fits every case; what we promise is that a genuine problem is taken seriously and resolved fairly. It helps to check your delivery when it arrives and flag anything promptly, because the sooner we know, the more options are open to us.
Can I cancel or change my order after placing it?
It depends how far along the order is, and we will always be straight with you about where it stands. Before production begins, there is usually room to adjust or cancel, though anything already set in motion, artwork origination or a placed supplier order, may carry a cost we would explain first. Once production has started, the position changes: the goods are being made specifically for you, so cancelling or changing at that point is difficult and sometimes not possible. This is tied to the same gates that protect you elsewhere, production only begins once payment has cleared and you have approved the proof in writing, which is precisely the moment to make sure everything is right.
Can I return branded goods if I simply change my mind?
Branded merchandise is different from an off-the-shelf retail purchase, and it is worth being clear about why. Because the items are produced and decorated specifically for you, to your artwork and specification, they are not stock we can simply take back and resell to someone else, so a change-of-mind return is not something we can offer in the way a shop would. This is exactly why the proof and approval stage matters so much: it is your opportunity to confirm the product, the colours, the placement and the quantity before anything is made. A genuine fault or an error on our part is a separate matter entirely, and one we will always put right.
Can you ship discreetly, without your branding, and include our own note?
Yes. As a behind-the-scenes distributor, we ship neutrally as a matter of course, there is no Swish and Click marketing in the box, and nothing that cuts across your own relationship with the recipient. If you would like the delivery to arrive as though it came directly from you, we can work with that, and in many cases we can include a printed insert or card of your own so the unboxing feels like your brand rather than ours. This kind of discretion is a normal part of how we work, particularly for agencies and companies sending merchandise on to their own clients, and it is something we are glad to set up rather than treat as an unusual request.
Do you work with agencies and resellers?
Very much so, and a good share of our work is exactly that. Many of our clients are agencies, marketing teams and resellers running campaigns on behalf of their own clients, and we are set up to sit quietly behind them rather than in front. That means neutral shipping, discretion about who the end recipient is, and no attempt on our part to approach your clients, the relationship is yours and stays yours. We can deliver directly to your client under your name, handle multiple destinations, and keep the paperwork clean on your side.
Do you offer eco-friendly packaging?
Where it is available, yes, and we are happy to steer you towards the more sustainable options. Packaging depends partly on the product and the supplier, so it varies rather than being one fixed standard, but plastic-free, recycled or recyclable packaging can often be arranged, and we will tell you honestly what is realistic for your particular order. The same applies to the products themselves: much of our range includes genuinely sustainable choices, recycled materials, organic cotton, responsibly sourced options, and where a product carries a recognised certification such as GRS, FSC or OEKO-TEX, we can point you to it rather than rely on a vague claim.
Can you hold stock and fulfil orders on demand over time?
This is something we can discuss, though it is worth being clear about how we work. We are an asset-light business and do not run a standing warehouse as a matter of course, so we are not a fulfilment house holding shelves of your stock by default. What we can do is plan an ongoing programme with you: scheduled production, periodic dispatch and phased delivery timed around your calendar, which covers most of what companies need when they talk about ordering on demand. Where a genuine hold-and-fulfil arrangement is required, storing branded stock and shipping it as orders come in, that is a specific setup we would scope with you rather than a standard service.
Do I need an EORI number, and how do I get one?
It depends on where your order is going. For deliveries within the EU you generally do not need to worry about it. For deliveries outside the EU, to the UK, Switzerland or Norway for example, the party receiving the goods usually needs an EORI number to clear them through customs, so if that is you, it is worth having one ready. An EORI is simply a registration number customs uses to identify a business moving goods across a border, separate from a VAT number, and in most countries applying is straightforward, free and handled online through the national customs authority.
Premium branding
A finish worthy of your brand.
What makes premium branding different from standard branding?
Premium branding is less about a different logo and more about how it is applied, on what, and how the finished piece is presented. It starts with the product, a full-grain leather notebook, a steel bottle, heritage apparel or a precision pen, where the base quality gives the decoration something worth sitting on. From there it is about a finish that flatters the material rather than fighting it: a mark debossed into leather, an engraving cut into metal, a foil detail that catches the light. Tolerances are tighter, colour is matched more carefully, and the presentation is treated as part of the gift rather than an afterthought.
Which decoration techniques give a premium, high-end finish?
The premium finishes are the ones that feel considered and permanent. On leather, debossing and embossing press your mark into the surface for a tactile result, and foil stamping adds a metallic gold, silver or coloured detail with genuine shine. On metal, wood, bamboo and glass, laser engraving reveals a crisp, permanent mark that will not wear off. Some finishes, particularly bespoke badges and custom tooling, take longer than a standard print run, so plan the timeline early.
Can you brand premium and luxury products, like leather goods or metal drinkware?
Yes, and it is a large part of what this tier is for. Our premium ranges span leather goods, refined writing instruments, stainless steel and vacuum drinkware, heritage and technical apparel, and considered tech accessories, all chosen because they hold branding well and feel substantial in the hand. The decoration is matched to each material: engraving or embossing on leather, laser marking or a subtle print on metal, embroidery or a premium transfer on apparel. Where a manufacturer has its own recognised name, we can arrange co-branding so your mark sits alongside theirs cleanly, which is often what a premium gift calls for.
How precisely can you match our exact brand colours?
For a precise match, spot colour is the route, where your Pantone reference is mixed and applied directly, which is how brand colours are held accurately across screen printing, pad printing and foil. Two honest limits are worth knowing: colour reads differently on different materials, so the same Pantone can look warmer on natural leather than on white cotton, and a full-colour photographic design uses process printing, which approximates rather than exactly reproduces a spot colour. Where colour accuracy really matters, a pre-production sample is the safest step, letting you see the exact result on the exact material before the full run. We will always tell you when a finish or material is likely to shift a colour, rather than promise a perfect match and disappoint you later.
Can the finish be tactile or dimensional, like embossing or a raised effect?
Yes, and tactility is one of the clearest signals of a premium piece. Debossing presses your design into a surface such as leather or a soft-touch cover for a crisp recessed mark you can feel, while embossing raises it instead for a subtle relief. On badges and hardware, doming adds a clear raised resin layer for a rounded, glassy finish, and cast or etched metal gives real depth and weight. Each depends on the substrate, some materials take a deep impression beautifully and others do not, so we advise on what will work for your product.
Do you offer premium or custom packaging and presentation?
Where it is available for the product, yes, and for a premium gift the presentation genuinely matters. Depending on the item and supplier, this can include gift boxes, branded sleeves, tissue and ribbon, custom inserts that hold the piece neatly, and a printed card in your own branding so the unboxing feels like your brand from the first moment. Fully bespoke packaging, custom-made boxes or a designed unboxing experience, is a specific piece of work we would scope with you rather than treat as standard, and it can extend the timeline.
Can you personalise items individually, with names, numbers or unique codes?
In many cases yes, which is what turns a batch of gifts into something that feels made for each recipient. Individual names or initials can be engraved onto metal, wood and leather, foiled or debossed onto notebooks, and embroidered onto apparel, and variable data such as sequential numbers or unique codes can be applied where the method allows. The practicalities depend on the technique and quantity, individual engraving takes more time per unit than a single repeated logo, so it suits considered runs rather than mass giveaways.
How do you protect brand consistency and quality on a premium order?
Carefully, and with your sign-off at each point that matters. We work from your brand guidelines and Pantone references so the mark is applied the way your brand intends, and we prepare production-ready artwork, recreating your logo as clean vector where a finish such as engraving or foil requires it, with your approval of the final version. Before the full run, a pre-production sample or a digital proof lets you confirm the product, the colour, the placement and the finish, and production only begins once you have approved it in writing. On premium orders the quality checks matter more, not less, so items are inspected before dispatch, with photos where that helps. What we are not is a design studio, so if you need a brand identity created from scratch, that sits outside a normal quote, but for faithfully executing an existing brand to a high standard, that is exactly what this tier is built to do.
Here to help
Ready when you are, wherever you are.
Swish & Click exists for a specific job. Organisations in the UK, the United States, Canada and beyond run campaigns, events and internal programmes right across Europe, and they need branded merchandise produced and delivered on the ground, in multiple countries, without setting up a European operation of their own. That gap, between where a campaign is planned and where it has to land, is exactly what we were built to close.
From everyday notebooks, pens and tote bags to reusable drinkware, apparel and premium executive gifts, our range runs to more than ten thousand products, and it keeps growing. Whatever the brief, the aim is always the same: the right product for the audience, decorated properly, at a price that makes sense for the quantity you actually need.
We deliver to all twenty-seven EU member states, plus the United Kingdom, Switzerland, Norway, Iceland, Andorra and Monaco, and larger orders travel further by arrangement. A campaign landing in Madrid, Paris, Berlin, Amsterdam or London is not an exception for us, it is the everyday shape of the work, and the VAT, customs and delivery detail behind each destination is something we handle so you do not have to.
Everything above is written to be straight with you rather than to sell past the awkward parts. We tell you when a date is an estimate, when a product is made to order and cannot simply be returned, and when a delivery outside the EU may attract duties on arrival. Our quotes are itemised so you can see what each element costs, our VAT treatment is stated in full, and nothing goes into production until you have approved the artwork in writing and payment has cleared. That is the same standard we would want as a buyer.
Behind the website is a small, responsive team rather than a call centre. You get a reply within one working day, a single point of contact who knows your order, and a service that speaks your language, in several senses of the phrase. If a question here has not quite answered yours, the fastest route is simply to ask us.
Tell us what you are planning, the quantity, the destination and the deadline, and we will come back with honest options and a clear quote. There is no obligation, and no better way to find out whether we are the right partner for your next campaign.
Start a conversation
Get a quote, or just ask
Send us the brief, the quantity and where it needs to go. We reply within one working day, in your language, with honest options and clear pricing.
Request a quotePrefer the UK office? Write to info@swishandclick.co.uk
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