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Help & FAQ

Our philosophy

We're not here to sell to you. We're here to advise you.

And sometimes that means telling you no.

We are not order-takers. We turn down some quote requests (impossible lead times, the wrong product, unrealistic expectations). Our mission: make sure your investment works.

Why we turn down some orders

Because we'd rather lose a sale than lose your trust.

Typical situation 1

Impossible timeline

« 500 premium jackets wanted in 1 week »

Why it's impossible

Une production textile de qualité (approvisionnement, broderie ou sérigraphie, contrôle) demande un délai qui dépend de la quantité : nous le confirmons sur le devis. Promettre moins serait un mensonge.

What we suggested

Option 1 : un produit alternatif en stock, produit plus vite. Option 2 : les vestes premium, avec un planning réaliste et des dates de production confirmées sur le devis.

Typical situation 2

The wrong product for the brand image

« Low-end T-shirts for a luxury brand event »

Why we said no

T-shirts at €2 each for a premium brand? That sends the opposite message to the one intended. VIP guests keep the giveaways: a cheap product devalues your image for months.

What we suggested

Mid-range quality T-shirts (€7 each), a smaller quantity to stay within budget, but a product guests will be proud to wear. Premium packaging included.

Typical situation 3

Insufficient file quality

« Pixelated JPG logo for laser engraving »

Why we stopped the order

Laser engraving requires a high-definition vector file. With a low-resolution JPG, the result would be blurry and amateurish. We can't deliver something we're not proud of.

How we helped

Vectorisation service included free of charge. A file preparation guide sent. The vectorised result approved before production. Zero extra costs.

We could have taken the money. We didn't. Because we want you to come back.

Our supplier selection process

No compromise on quality and ethics

What we DO NOT ACCEPT

  • Suppliers unable to document the origin of their products
  • Suppliers unable to prove their working conditions
  • Products with harmful or non-REACH-compliant materials
  • Suppliers who go silent on quality problems

What we FAVOUR

  • Established European wholesalers
  • We favour committed suppliers (certifications such as BSCI, Oeko-Tex or REACH shown on the product pages when they exist)
  • Traceable supply chain
  • Complete product sheets (composition, origin when known, certifications)
  • Responsive support (we test this before approving)

We select the products that are best rated by our customers and most reliable, rather than pushing everything.

The 3 questions we ALWAYS ask

Before recommending anything

Who exactly is it for?

Not "customers". But WHO? VIPs? Cold prospects? Your internal team? A 10,000-visitor trade show?

Why it matters: a premium client gift has NOTHING IN COMMON with a high-volume trade-show giveaway. Product, budget, message: everything changes.

What message do you want to convey?

Premium? Eco-friendly? Tech-forward? Warm and human? Fun and quirky?

Why it matters: the choice of product follows from the message. A bamboo mug vs. a Bluetooth speaker: same budget, opposite messages.

What is your real budget?

Not "as cheap as possible". But a realistic budget for YOUR goals. We adjust the quantity, never the quality.

Why it matters: 500 mediocre products are not worth 200 excellent ones. We'd rather help you prioritise than let you waste money.

These 3 questions prevent most mistakes.

What we do differently

Proof before production

  • Digital mock-ups always included
  • Physical samples (if the budget allows)
  • Unlimited design revisions
  • Zero "surprises" when the parcel arrives

Honest timeline communication

  • We tell you 3–4 weeks even if you want 1 week
  • Rush options: when it's possible, when it isn't, and how much it costs
  • We'd rather lose a sale than over-promise

Post-delivery follow-up

  • How was the quality?
  • Delivered on time?
  • Would you recommend us?
  • What can we improve?

Our commitment: realistic lead times, shown on the product page and confirmed in the quote. Not fantasies.

Our team

Collective expertise, not corporate anonymity

Sofia
Deliveries throughout Europe
Email
contact@promotexo.com

Why we do this

Too many companies get burned by bad promotional products.

Cheap giveaways that damage brands.

Over-promised lead times that create stress.

Generic catalogues with no advice at all.

A well-chosen promotional product is an investment. Poorly chosen, it's budget wasted.

What success looks like for us:

  • You use the products yourself
  • Your team/your customers actually keep them
  • You call us again for the next campaign

Frequently asked questions

Why do you turn down some orders?

Because our job is to advise you, not just to take your money. If a lead time is impossible, if a product will harm your image, or if the quality won't be there, we tell you frankly.

How do you select your suppliers?

We work with established European wholesalers. We favour committed suppliers (certifications such as BSCI, Oeko-Tex or REACH shown on the product pages when they exist), and we rule out products that cause quality or lead-time problems.

Can I really trust you on lead times?

The production time is shown on each product page and confirmed in the quote. We tell you the truth about lead times from the start, even if it means losing a sale. We'd rather promise you 3 weeks and deliver in 3 weeks than promise 1 week and disappoint you.

Tell us about your project

Even if you don't know what to order yet. We'll help you clarify.