THE CUSTOMER JOURNEY


In this blog, we’re doing a deep dive into the customer journey and what you can expect when placing an order with us. This is a good reference point when you’re looking to streamline your order process with as little back and forth as possible.


GET IN TOUCH


The first step to getting your merch done with us is getting in touch with our sales department one way or the other. I’m saying one way or the other because we offer multiple channels to speak to our team for our customer’s convenience and they are as follow:


ONLINE WEBSITE CHAT SERVICE


This channel is great for quick and on-the-fly quotes and enquiries about printing or garments.


E-MAIL


Not much to say here, fire an email to our sales department at sales@pinsandknucklesmerch.com, and one of our friendly team members will get in touch.


WHATSAPP


Another great channel for general enquiries about the services that we offer or to place your order with us.


WHAT WE NEED FROM YOU


Including the following will help us get a quote to you as fast as possible without too much back and forth, and will generally just call for a much smoother experience while dealing with our sales team. The more information you include in the first initial email, the easier it makes it for our team to help you as efficiently as possible.


- Your high-res artwork and mock-ups (if you have mocks)


- Garment specifications (you can view some of the many garments we use on a daily basis on our garment review section)


- Order quantities


RECEIVE YOUR QUOTE

During this part of the journey, we will fire over the price per unit and the total cost of your order. Once you approve the quote, we move to the next step of the journey.


INVOICE & PAYMENT


After we process your order, our team will send on a payment link and when the payment is received we can officially start with the next step in the production of your brand new merch.


APPROVE OR AMMEND ORDER PROOF


After the order has been processed, our designers will start working on an order proof for your approval. It is important to note that no printing will start without the client being 100% happy and approving the order proof.

The proof sent to you will contain a mock-up of the garment showing print placement, the size of the prints as well as the ink pantones used.

Once the order proof is approved, we’ll officially start with the production of your order – such as scheduling production, making the screens, mixing the ink, etc.


HAPPY NEW MERCH DAY


Once the order is fulfilled, we neatly box up your merchandise and book it in for delivery. You will receive your tracking details from our courier partner once your order has been booked in for delivery.