Welcome
Updated
by terrible*
Welcome to terrible*
We're glad you're here. This guide covers how we work and how to get the most out of the team - bookmark it and refer back whenever you need.
Getting started
Step one: Fill in our onboarding form so we have your correct details on file.
From there, we'll ask about any upcoming projects and collect relevant assets and information. Depending on how you work with us:
- Full service, online & touring clients - you'll be invited to portal* as soon as your store or tour goes live, giving you full access to reporting in real time.
- Wholesale-only clients - you'll receive a link to your invoicing page where you can view quotes, invoices, and pay by card.
Make sure to bookmark our contacts page - it's the fastest way to reach the right person.
Slack: Full service clients can request a dedicated Slack channel for fast-moving projects like album campaigns. Slack is monitored 10am - 6pm Monday - Friday (UK time), and also out of hours during campaign announcements and on tour.
How we work
We don't have traditional account managers. Instead, we work as cross-functional teams across campaigns, tours, and projects - meaning you have direct access to each department and can treat us as a full plug-in merch team.
Here's who does what and how to reach them:
π¨ Design team
design@terrible.group Include the artist name and project in the subject line.
- Mockups and production-ready files
- New product design and creative concepts
- Design briefs and amends
- Social assets and packshots for online
Once products are finalised, the design team will hand over to production.
π Production team
production@terrible.group Include the artist name and project in the subject line.
- Sampling and product development
- New orders, restocks (tour and online)
- Quotes, costs, and suggested RRPs
- Artwork approvals and payments for goods
- Questions about blanks, finishes, and other options
Important: All orders must be approved and paid (or have agreed credit terms) before going into production. Delays in approvals will cause delays in production.
π Online team (full service clients only)
online@terrible.group Include the artist name and project in the subject line.
- Shopify store builds and design
- Social store and marketing integrations
- Warehouse management (inbound stock, sending stock out for tour or promo)
- Chart registration and album campaigns
- D2C customer service
- Inventory and stock checks
- Pre-orders
π Touring & advancing (full service clients only)
Contact your regional advances team member - details on the contacts page. This team works differently due to the out-of-hours nature of touring.
- Tour projections
- POS set up (UK, EU, US)
- Venue advancing and seller booking
- Venue settlements and seller payments
- Restock requests on tour
- Updating portal* with venue/merch reports
- Full advance sheets with venue and seller contacts
π¦ Logistics team
- Shipping estimates and tracking numbers
- Freight forwarding
- Customs clearance
- Logistics sheets for complex shipments
- Shipping delays or changes to delivery details
π» portal* & tech
All POS and online reporting lives in portal* - see our portal* guide to get started. For bugs or technical issues, contact the dev team.
π° Accounts team
The fastest way to receive payment is by submitting an invoice via portal*. Payment terms are 30 days from receipt.
Note: For first payouts over Β£25,000, we require telephone verification of recipient account details. If we don't have a contact for this, payment will be delayed.
For any changes to billing contacts or payment details, always email accounts directly.
Anything else?
For anything outside the above, email your original contact at terrible*, call our London HQ.
