Welcome

Welcome to terrible*

To ensure a smooth and efficient process, below is an outline of how we work and what to expect!

Onboarding

1. All new artists must fill our quick onboarding form to ensure we have all the correct details
2. At the initial stages we will ask about any upcoming projects and collect any relevant assets and information
3. For all full service, online and touring artists, we will invite you to portal* so you have full access to all reporting as soon as your website or tour has started
4. For all wholesale only artists we will provide you with a link to your invoicing client page where you can view quotes and invoices, as well pay those by card
5. All new artists should bookmark our contacts and use review the information below
6. Full service clients can request a slack channel with the whole team on fast moving projects such as album campaigns. Slack is used between 10am-6pm, Monday to Friday UK time, but is also monitored out of hours during album campaign announcements and on tours

How we work

We do not have account managers for artists, instead we work as teams across campaigns, tours and projects. This means you you will have direct access to each department and can use our resources as a full 'plugin' merchandising team for your artist.

1. For all production work we ask that you email the production team with the artist name and relevant project in the title. One of our production team members will pick up your request and help you run your order. The rest of the production team will be on hand to assist as and when needed. The production department handles the manufacturing of products which includes:

• Sampling/product development
• Placing orders for products (new or old)
• Placing orders
• Restocks for tour
• Placing orders for online stores (we do not place orders media)
• Restocks for online
• Questions about products
• Quotes/costs for products
• Invoices for for goods
• Artwork and quote approvals
• Payments for products
• Questions about blanks, costs, suggested RRP's and other finishing options

All orders must be approved and paid for before anything goes into production, any delays in approvals will mean delays in production

1. For all online, e-commerce and warehouse requests we ask that you email the online team with the artist name and relevant project in the title. One of our online team members will pick up your request and help you with your request. The rest of the online team will be on hand to assist as and when needed. The online team handles the following kinds of requests:

• Shopify store design and builds
• Social stores and marketing connections to stores
• Warehouses including all inbound stock and requests to send stock out (for tour or promo)
• Chart registration and album campaigns
• D2C customer service queries
• Inventory/stock checks
• Pre-orders

1. For all design work and preparation of mockups please message the design team with the artist name and relevant project in the title. One of our design team members will pick up your request and help you with your request or your design brief. The team will hand you over to the production team once products are finalised. The design team handles the following kinds of requests:

• Mockups and preparation of files for production
• Design and creation of new products ideas and assets
• Working on design briefs
• Creation of social assets for artists
• Creation of packshots for online
• Development of product ideas
• Design amends

1. Tour and Advancing is available for all Full Service Clients. For all upcoming tours and please email the regional contact from our advances team, which can be found on contacts. This team works a little differently owing to the out of hours nature of touring. This team can help with the following:

• Projections for upcoming tours
• POS set up for UK, EU and US
• Advancing merchandise with venues
• Booking local sellers
• Assisting merchandise managers
• POS support
• Seller briefing
• Venue Settlements
• Paying sellers and venue fees
• Requesting restocks on tour
• Updating portal* with venue/merch reports
• Handling all inventory on POS
• Advance sheets with all details and seller contacts for tour

1. Logistics are handled by our logistics team and will be communicated to you either via aftership for general order. A logistics sheet to you or your tour/merchandise manager for more complex logistics plans. You can contact the logistics team for the following:

• Shipping estimates
• Tracking numbers
• Freight forwarding
• Additional help with a delay in shipping (if UPS/Fedex/DHL etc cannot assist)
• Changes to shipping details
• Logistics sheets
• Customs Clearance

1. All POS and online reporting can be found portal* - please refer to our guide for more details. All bug reports or technical glitches on portal* can be sent to our dev team
2. All accounts queries go to the accounts team. Fastest artists payouts happen via invoice submission on portal* and invoice submissions are subject to 30 days upon receipt termsAll first payouts over £25,000 will require additional telephone verification of recipient account details, if you have nor provided a contact for this, payouts will be delayed.

For any changes to your billing contacts or details please also email accounts

1. For all other queries or projects outside of the above processes and departments, please email your first contact, call the London HQ or use your artist slack channel (if you have one)