Frequently Asked Questions
Do you have a question about our promotional gifts, your printing options, or your order? Below, you'll quickly find answers to the most frequently asked questions — so you can get straight back to business.
To make things even easier, we have dedicated separate pages to our two most frequently visited topics:
Other FAQs
Ordering & Quotes
How do I place an order?
You can order online via our website, by email at sales@pascogifts.com, or directly through your personal account manager if you're an existing customer.
Can I request a quote first?
Yes, absolutely. You can request a free, no-obligation quote for any product directly via our website.
Is there a minimum order quantity?
This depends on the specific product and the chosen customisation technique. The minimum order quantity is clearly displayed for each product on our website.
Can I order products without printing?
Yes, that is perfectly fine. Almost all of our products and garments are available unprinted as well.
Who can order from Pasco Gifts?
Pasco Gifts is a wholesaler and primarily serves companies, public authorities, non-profits, NGOs, and sole traders. However, associations and private individuals can also order from us online.
Can I change or cancel an order?
Yes, this is possible as long as the production process has not yet started. If you need to make a change, please contact us as soon as possible at info@pascogifts.com.
Logos, Printing & Design
Will I receive a digital proof first?
Yes. For all customised products, you will always receive a free digital proof for approval via email before production begins.
When does production start?
Production only starts after you have given your final, explicit approval of the digital proof.
DEADLINE TIP: Do you have a firm deadline or a specific event? Place your order as soon as possible and send your logo and correct branding details straight away. We will create the digital proof immediately after your order. The faster your approval, the faster we can produce. Please note: if approval of the digital proof is delayed, your production slot may need to be rescheduled, which could push back the final delivery date.
Can I still adjust my design?
Yes, as long as production has not yet started. After your final approval and once the machines have been set up, additional costs may apply and the lead time may change. If in doubt, contact us immediately at studio@pascogifts.com.
Which file types do you prefer?
We prefer vector files (AI, EPS, or PDF). Don't have these to hand? No worries — our graphic design studio is happy to help. You can send your files to studio@pascogifts.com.
Are the first digital proofs free?
Yes. The first two digital proofs are completely free of charge. Need a further adjustment? No problem — our studio will carefully process your feedback and send you a revised version. From the third digital proof onwards, we charge a small studio contribution of €15 per additional proof.
Delivery & Shipping
What is the lead time for my order?
The lead time depends on the product, the customisation, and stock availability. The current delivery time is always displayed on the product page and the order confirmation. Unprinted products are usually delivered within 2 to 3 working days. For printed products, the lead time is generally from 4 working days after the final approval of your digital proof.
What are the shipping costs?
Free delivery applies to orders from €200 excl. VAT within the Benelux, Germany, and France. For smaller orders, we charge a fixed shipping fee of €12.95 excl. VAT.
Can I track my order?
Yes. As soon as your order is processed and dispatched, you will receive updates and a Track & Trace link. You can also track the status of your project and delivery 24/7 via our online platform.
How do I report a delayed delivery?
The standard lead time for each product is stated on your order confirmation. If this period has passed and you have not yet received your order, please report this immediately via our online contact form so we can look into the status for you straight away.
Payment & Invoicing
What payment options are available?
Depending on the type of order, you can pay securely via a standard bank transfer or through a range of trusted online payment methods at checkout.
Do I need to pay in advance?
For specific orders or new customers, an advance payment or deposit may be requested. Existing customers, public authorities, and companies can pay afterwards on invoice following a positive Graydon credit check. Of course, you can also pay online at the time of placing your order.
Are the displayed prices inclusive of VAT?
No, as a B2B wholesaler, all our listed prices are exclusive of 21% VAT unless stated otherwise. When you add items to your basket, prices are displayed both with and without VAT.
When will I receive my official invoice?
After placing your order, you will first receive a digital order confirmation. Your official invoice will then be sent by email after the actual delivery of your order.
Complaints & Warranty
What should I do if something was delivered incorrectly?
Although we strive for perfection, mistakes can occasionally happen. In that case, please contact us as soon as possible by email and, if possible, attach a few clear photos of the issue.
100% customer satisfaction: Clear agreements make great partners
We have no time for the small print — and neither do you. The same goes for empty promises. Delivering quality work, honouring our commitments, and doing exactly what we say is deeply embedded in our DNA. We do everything we can to ensure your order is completed perfectly and exactly as specified. We are only satisfied when you are.
If you notice an issue after delivery — such as a manufacturing defect or printing that does not match the digital proof you approved — please let us know as soon as possible. We will look into it together straight away and always find a prompt and fitting solution, whether that is a free reprint, a repair, or a replacement under the manufacturer's warranty.
Are promotional gifts and corporate items tax-deductible?
In many cases, promotional gifts and custom items are tax-deductible for businesses. However, the exact deductibility depends on the type of gift, its value, and the specific tax regulations of your country. For precise advice on your tax position, we recommend speaking with your accountant or financial adviser.
Privacy & Data
How do you handle my personal data?
We process all personal data strictly in accordance with current privacy legislation and GDPR regulations. Your data is used solely for purposes such as efficient customer management, processing orders, deliveries, and targeted communication.
Contacting Pasco Gifts
Pasco Promotions BV - BE0859.630.133
Stationsstraat 16, 9300 Aalst
BE +32 53 78 44 18
NL +31 85 8884087
www.pascogifts.com
info@pascogifts.com
Can't find what you're looking for?
No worries — simply get in touch directly by email or phone. Our team is always on hand to help.