FAQ
Q: Is there a minimum order quantity?
A: No, you can order from just 1 piece with us, for every product, including custom embroidery. Whether it's a single personalized gift or a full team of jerseys, there's no minimum.
Q: Why do I need to request a quote for embroidery instead of ordering directly?
A: Because embroidery pricing depends on your design, quantity, and placement, we prepare a personal quote for every embroidery order rather than a fixed price. Once you submit your request, we'll get back to you with pricing and next steps, usually within 2 - 3 business days.
Q: How can I upload my own design?
A: Click the "Customize" button on the product you'd like to personalize. Our design tool will open, where you can add your own photo or file via "Upload image." From there, you can freely drag, resize, or rotate the image until it's positioned exactly the way you want.
Q: Is there something I should keep in mind when uploading my image(s)?
A: To ensure the best possible result and avoid white edges on the final product, we add a small margin of a few millimeters. When cropping your image, we recommend keeping the most important part of the image nicely centered so it doesn't get lost in production.
If we notice that the submitted image won’t produce a good result, we’ll always contact you first. Keeping this in mind when uploading your image helps us process your order as smoothly as possible.
To ensure everything goes smoothly, please make sure the number of uploaded images matches the number of items in your order. If you upload multiple images but order only one item, we won’t know which image you’d like us to use. If you order multiple items but upload only one image, we’ll assume you’d like all items to be made with that same image.
We reserve the right to refuse, cancel, or request changes to any design that we believe is inappropriate, offensive, misleading, or otherwise inconsistent with our values, or that may raise legal, ethical, or regulatory concerns. This includes, without limitation, designs that contain hate speech, discriminatory content, explicit material, or content that borders on illegality. Our decision to refuse a design is made at our sole discretion and is intended to ensure compliance with applicable laws and to maintain a respectful and responsible offering for all customers.
Q: Can I get a personalized item with my favorite brand or superhero?
A: In general, no. Due to copyright and intellectual property laws, we cannot fulfil orders that include images, logos, characters, or designs that you do not own or do not have permission from the rights holder to reproduce. This includes, but is not limited to, brands or characters owned by companies such as Disney, Marvel, Nike, or Harley Davidson.
In some cases, printing may be allowed if the protected element is incidental and not the main subject of the design (for example, a personal photo in which someone is wearing a Minnie Mouse hat).
We reserve the right to refuse, cancel, or request changes to any order that we believe may infringe the intellectual property rights of a third party. For more information, please refer to Section 3.1 in our Terms of Service for more information.
Q: How do you handle the photos or images I upload for my order?
A: Any photos or images you upload are treated as private and confidential personal data. We use them solely for the purpose of producing the product you requested.
Q: Do you use my uploaded images for marketing or other purposes?
A: No. We do not use, share, publish, or repurpose your uploaded images for marketing, promotional materials, social media, or any other purpose without your explicit prior consent.
Q: Who has access to my uploaded images?
A: Access to uploaded images is limited to Cadali & you and service providers strictly involved in fulfilling your order, and only to the extent necessary to perform the requested service.
Q: How long do you keep my uploaded images?
A: We retain uploaded images only for as long as necessary to complete your order and handle any related after-sales support. After that period, the images are securely deleted or anonymized, unless a longer retention period is required by law or you have given us explicit consent to keep them longer.
Q: Are my images shared with third parties?
A: Your images may be shared only when strictly necessary to fulfill your order. Such parties act as data processors under GDPR and are contractually required to protect your data and use it solely for the agreed purpose.
Q: What are my rights regarding my uploaded images?
A: Under the GDPR, you have the right to access, correct, restrict, or request deletion of your personal data, including uploaded images. You may also object to certain processing activities or request data portability, where applicable.
Q: How can I exercise my data protection rights?
A: You can contact us via our contact page at any time. We will respond to your request in accordance with GDPR requirements and within the legally required timeframes. Refer to our Privacy Policy for additional information.
Q: How many files can I upload?
A: In some cases only one file upload is allowed, in other cases we allow the upload of multiple files. The number of files will be limited, if you require more images finalize the first order, then make a new order with the following set of images. If you need a lot of different images please contact us through our Contact page.
Q: Can I add my own text or make more detailed changes to my design?
A: Yes; our design tool lets you add your own text with a choice of fonts, upload and reposition images, and adjust your design directly in the editor. If you have a more complex idea in mind, feel free to reach out to us beforehand, we're happy to help you translate it into something the tool can bring to life.
Q: I have a great idea, but I’m not sure how to turn it into a design. Can you help me?
A: Absolutely! If you have an idea but would like some help bringing it to life, feel free to reach out to us. We’re happy to work with you to create a design you’ll love.
Q: What payment options are available?
A: We currently accept Bancontact, all major credit cards, PayPal, Google Pay, and Shopify's built-in "Shop".
Q: How much does it cost to ship my order?
A: (Only applicable to shipping in Belgium) We ship all orders through Sendcloud, which lets us work with several trusted carriers to get your order to you reliably. You can choose between:
- Home delivery: €6,95
- Pickup at a service point: €4,50
Q: When will my order get shipped?
A: Once your order is made and payment is finalized, we try our best to get your order handled and shipped out as quick as we can, but because we at Cadali & you are a small family-owned business, we process and make every order manually. Depending on the size of the order or the backlog of existing orders it might take some time before we can start preparing your order. Our aim is to ship everything out in 2 business days, but please allow for up to 5 business days during busy periods.
Q: Can I pick up my order?
A: Yes, we are currently working to prepare a dedicated "store area" that allows walk-ins and pick up, but for now we already allow customers to pick up their orders. Select "Pick up" in the check-out window and we'll let you know when you can come pick up your order.
Q: Do you ship outside Belgium?
A: At the moment we only ship within Belgium. If you'd like to order from elsewhere, feel free to contact us, we may be able to arrange something.
Q: I bought a (personalized) mug, can I wash it in the dishwasher?
A: While we have successfully washed our mugs in the dishwasher, we cannot guarantee that repeated dishwasher cycles will not affect the print over time. To ensure the longest possible lifespan and preserve the quality of the design, we recommend washing the mug by hand with mild detergent.
Q: Can I change or cancel my order after placing it?
A: Since every order is handmade and processed quickly, please contact us as soon as possible if you need to make a change. If production hasn't started yet, we'll do our best to accommodate it. Once we've begun making your item, changes may no longer be possible.
Q: Can I return a personalized item if I simply change my mind?
A: No. Under Belgian and EU consumer law, personalized and made-to-order goods are excluded from the standard 14-day right of withdrawal that applies to off-the-shelf products, this is because an item made specifically to your design or specifications can't simply be resold to someone else. This doesn't affect your rights if an item arrives damaged, defective, or doesn't match what you ordered. See our Refund Policy for those situations.
Q: I'm not happy with the order I received, who can I contact?
A: We're sorry to hear that. At Cadali & you we don't rely on automated processes, every order is inspected by us, manually tweaked if necessary, and finalized with the aim of delivering the highest possible quality. We won't ship unless we're happy with the result. If we notice that the image that you provided for your personalized order doesn't allow us to make a product with the quality you expect from us, we'll reach out to you to figure out how we can get there.
We also try to work with quality "blanks" and inks to ensure we can deliver the expected quality.
However we do understand that expectations might be high, that we missed something, or that something went wrong in transit. If that's the case we would love to hear from you so we can figure out what went wrong, and how we can assist you. Visit our Refund Policy for more information.