Frequently Asked Questions
The sections below contain some of the most common questions and comments that our customers have. We hope you will find the answers to any queries you might have here. If not please contact us and one of our team will do their best to help.
Ordering
Quotations
Artwork & File Types
Delivery & Returns
Invoicing & Payment
Ordering
- + What are your lead times between ordering and delivery?Lead times vary between products and are shown on each product page. The quoted lead time is taken from the point at which you confirm and pay for your order, and approve pre-production artwork/proofs (if applicable).
- + I've got a very tight deadline, can you help?Please contact us to discuss your specific requirements. Obviously customised products have to be specially manufactured but we may be able to provide a faster turnaround if we have an available production slot.
- + Do you have minimum order quantities?Yes. Minimum order quantities vary from product to product and are listed on each product page. We do try to keep minimum order quantities as reasonable as possible.
Minimum order quantities are per design.
We also carry unbranded versions of some products, available in low quantities, which may be suitable for your particular requirements. - + Do you provide samples prior to ordering?Yes. We are able to provide samples for the majority of the products we carry. You can request samples by using our sample request page. Please note that these samples cannot be customised with your brand or logo - they are simply intended to provide you with an idea of the quality of our products and the choices available to you.
- + Can I get a sample of my customised product before I place my order?You will receive a PDF proof for final approval prior to production. This proof is to let you check the layout, positioning and content.
Please remember that sizes and colours are not always accurately reproduced on screen or on a print out - refer to the product data and colour codes to check these.
For certain products we may be able to offer a pre-production physical sample. In such cases there will be an additional charge for the sample and this will cause there to be a longer lead time. - + Do I get a proof?Yes, we will supply you with a PDF proof for your review and approval prior to commencing production.
Please remember that sizes and colours are not always accurately reproduced on screen or on a print out - refer to the product data and colour codes to check these.
Please carefully check the proof to ensure you are happy with the layout, positioning and content of your customised product. Whilst our team are happy to provide support and advice with regard to your order, it is important that you double check the proof prior to approval as your order will not be able to be modified after this point. - + Are there product limitations and/or recommendations?Batch Variation - Please note product appearance (colour) can vary slightly from one production run to the next. This will depend on a number of factors from raw materials to manufacturing conditions and is outwith our control. These variations are held to be within tolerance.
Any specific product recommendations or limitations will be noted in the product information section on each product page. If you have any questions about using any of our products our team will be happy to provide more detailed information.
Quotations
- + How long is my quotation valid for?Our quotations are valid for a period of two weeks from the date of the quotation unless otherwise specified.
- + Can I get a customised quote?Yes! Simply visit our quote request page and fill out the details of what you would like - don't worry if you aren't 100% sure of your requirements, we are happy to provide advice and support. One of our team will get back to you to provide a quote and answer any questions you might have.
We do not provide quotes for products over the phone as these are often dependent of your design choices. This allows us to ensure you are provided with an accurate quote.
Indicative pricing for all items can be found on the product page for that item. - + Are there any additional costs?Our prices normally include all setup, origination and design costs.
Pricing on each product place is indicative as we often need to see your logo or design to determine the most suitable production process.
Additional costs may very occasionally be incurred for designs with additonal customisation beyond that noted on each product page: these would be clearly shown on your quotation. - + Do you provide quotes over the phone?We are unable to provide quotes over the phone. All quotes are provided in writing (by email) and are valid for two weeks from the date of the quotation.
Indicative pricing for all items are shown on the product page and we are happy to answer any pricing queries you might have by phone or email.
Artwork & File Types
- + How do I supply you with artwork?Most artwork can simply be emailed to us as an attachment. For any files over 20Mb we recommend using a free file transfer/sharing service such as Dropbox or Hightail (formerly YouSendIt).
For some products there may also be a template and guidelines downloadable from the product page. - + What file/graphics formats do you accept?We can accept the following file formats
- EPS files
- AI files
- Vector derived PDF files
Files should have a minimum resolution of 300dpi.
We may sometimes be able to use the following file formats should the above not be available:- High resolution JPEG files
- High resolution TIFF files
- High resolution PNG files
- + Can I send my logo in a Microsoft Office file?We cannot accept artwork in any of the following formats as they are not suitable for printing: Microsoft Word, Excel, Powerpoint or Publisher.
- + How accurate is PANTONE® Matching?The industry standard for PANTONE® matched or coloured material is +/- 10%. This means that you may see a very slight variation in colour, for example when making a repeat order.
Please also note that colours are often not accurately reproduced on a computer screen - therefore the colour on your PDF proof may look slightly different on screen to that which you expect of a printed product. - + Can you colour match my logo/brand?For most products, we can match any colour requirements you have, for the material or the print. The exact colour matching options for each product will always be noted in the product information page for that item. If you have a PANTONE® number, we can match that subject to minimum order quantities.
- + How much is layout, setup and origination?Normally layout/artwork assistance, setup and origination costs are included in the price quoted.
These services are included as part of your order. We reserve the right to charge for artwork assistance where an order is cancelled before production. - + Can I used any font I like?Although we offer a wide range of standard fonts, we cannot supply non-standard fonts.
If your design contains a non-standard font please send us the font file (as an email attachment). For Windows users, fonts are normally located in the folder C:\windows\fonts, MacOS users can normally find them in the Fonts App.
If you're looking for fonts for your artwork, there are plenty of free to use font sites and other online resources to help identify typefaces. Try:
Those sites are provided for information only and we make no guarantee or warranty as to their suitability. Please read carefully their terms and conditions and please take care when searching. - + I have a printout of a font but I don't know its name. Can I use it?We offer a range of standard fonts but any non-standard fonts must be provided by the customer.
We recommend checking to see if you have the font on your computer. Windows users can normally find them in the folder C:\windows\fonts, MacOS users can normally find them in the Fonts App.
If you are still unsure of the name of the font you want, we suggest using the following site Indentifont.com which may help you to identify your chosen font. - + What are setup or origination costs?Setup, layout or origination costs can refer to various different things when printing on promotional products.
Generally these costs refer to the costs of setting up the printing process to execute the work including for example creating the plates or screens with your design for printing or setting up a machine to customise your chosen item. - + What does artwork support include?Our prices include artwork support. This refers to assistance in creating your design with assets you have supplied, such as images, typefaces, colour codes etc. Our artwork team will create a layout based on your instructions.
We are also able to provide a full design service where our team will design and create your artwork from scratch - this is not included in our prices. Should you require this service we are happy to include this in your quote, including, if required, transfer of the copyright for the design created. - + Which type of PANTONE® reference do you require?To accurately match an item to your choice of colour we require a PANTONE® coated reference. These all have a letter C at the end of the PANTONE® number. For example "277c"
The PANTONE® website has detailed information about PANTONE® colours.
There are many online tools available to help find the closest PANTONE® number to RGB, CYMK or hexidecimal colour codes.
If you are unsure whether you have the correct code or need any advice our team are happy to help.
Delivery & Returns
- + How much do you charge for delivery?Delivery charges and available shipping methods may vary from product to product.
UK shipping costs are clearly shown on each product page, and apply for delivery to one, non-remote (as designated by Couriers) UK address up to the weights shown.
Costs for Rush Orders, where we have to use an expedited service to meet your deadline, are shown alongside our standard shipping costs.
Costs for shipping outside of the UK, to remote areas in the UK or for orders over quoted weights will be provided on your quote.
For smaller value orders we can also offer a range of Royal Mail Tracked services for UK customers, especially in "remote" areas where courier services are more expensive. - + How quickly will my order be delivered?All paid UK orders are dispatched on a normally next business day delivery service with DHL and you will be provided with a tracking number for your delivery. This is NOT a guaranteed next business day service and may take slightly longer at peak delivery times (e.g. Christmas).
Delivery times for international orders or remote UK areas will vary depending on the destination.
Same day dispatch and next business day delivery applies to orders placed by 1pm on normal business days. Delivery to certain parts of the UK, designated as more remote by courier companies may take longer.
If you have requested Royal Mail First Class - only available for very small orders under £20 - please note that this service provides next day delivery 90% of the time, but it is neither guaranteed nor will you be provided with a tracking number. - + Do you deliver internationally?Yes, we supply customers all across the globe. We are happy to confirm international delivery options and prices when providing a quotation.
- + What are your delivery options?UK orders are shipped as standard using a tracked courier service and are normally delivered on the next working day. Delivery times for areas designated as "remote" by our courier partners may take slightly longer.
Delivery times for international orders will vary depending on the destination.
For smaller value orders, we are able to offer a range of Royal Mail Tracked services.
If you have a very tight deadline we may be able to offer an expedited shipping service. Please speak with one of our team when ordering; we will do our very best to find a solution to meet your deadline and will advise of any additional cost associated with this. - + My purchase is damaged or defective - can I return it?Please inspect the goods on delivery. If your purchase is damaged or defective in any way, you must contact us immediately to advise of any issues and to arrange a return, refund or replacement.
- + I've received slightly more/less of my customised product than expected. Why is this?Very occasionally there will be a shortfall on quantities due to spoilage/rejections during our stringent quality control process - this is known as an "under". If this happens you will normally be credited for any shortfall. By contrast, where more items than required pass quality control, this is known as an "over" and you'll receive slightly more than actually ordered. You will not normally be charged for overs.
- + Do you deliver to remote UK postcodes?Yes. We are happy to organise delivery to areas designated as "remote" by delivery companies and will provide a delivery cost on your quotation to reflect the actual cost of delivery.
We offer a range of Royal Mail Tracked services for smaller value orders which can reduce delivery cost in "remote" areas. - + I've changed my mind about my purchase - can I return it?
Should you wish to return your order, please review and follow the steps below. Please inspect the goods on delivery and let us know immediately of any issues and to arrange for a return, refund or replacement.
Returning Custom Items
Due to the customised nature of these items, in most cases we can only accept returns if:
- The product is defective.
- The product is not as ordered/detailed on the approved spec sheet.
- The product has artwork design errors not present on the artwork proof approved.
Returns For Private Consumers (generally known as B2C)
Non-customised items (stock items) may be returned under the Consumer Contracts Regulations 2013. These regulations apply to private buyers only and not to business-business purchases.
- Items must be returned within 14 calendar days from delivery.
- Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
- Certain items may be exempt from this - please see Exempt Items below.
- Refunds will be processed within 7 days of the goods being received by us, to the original payment method, including, where applicable, a proportion of basic carriage charges on the outbound shipment.
Returns For Businesses (generally known as B2B)
Non-customised items (stock items) may be returned under our returns policy.
- Items must be returned within 14 calendar days from delivery.
- Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
- Certain items may be exempt from this - please see Exempt Items below.
- Refunds will be processed within 7 days of the goods being received by us, to the original payment method, excluding any shipping or postage costs.
Unless defective, the cost of returning items is paid by the buyer.
Exempt Items
For hygiene reasons certain items cannot be returned once the packaging has been opened. Where this applies, is is clearly stated on the product page. Such items come in sealed clear plastic wrapping to allow you to inspect the goods without opening the packaging. These items cannot be returned or exchanged once the sealed packaging has been opened, unless the item is defective.
- + What are Rush Orders and why do they attract a higher shipping cost?Rush Orders are orders which require us to use an expedited shipping service in order to meet your deadline. The additional cost of this is reflected in the higher shipping cost.
Should this apply, you will always be advised of this and the higher shipping cost will be indicated on your quote.
Invoicing & Payment
- + Do your prices include VAT/Sales Tax?All of our prices are shown exclusive of VAT (UK sales tax).
UK orders will have VAT added to their invoice. Customers ordering for delivery outside the UK will not have any VAT added to their invoice. - + Do you accept payment over the phone?No. For security reasons we do not take payments over the phone. Payment can be made securely online by credit or debit card or by bank transfer (BACS).
- + What payment menthods do you accept?We accept payment by credit or debit card or by bank transfer (BACS).
The logos of cards currently accepted are shown at the foot of this (and every) page. - + I've received my pro-forma invoice, how do I make payment?Your invoice contains a link to make secure payment online by either credit or debit card or has details of how to pay by bank transfer (BACS). If you have any problems making payment please contact us and one of our team will be happy to help.
- + What are your payment terms?For all new customers we require payment prior to dispatching your customised products. 30 days credit terms (from date of invoice) may be extended to repeat customers, subject to a credit check.
Customers in the following sectors may be offered credit terms of 30 days (from date of invoice) where we are supplied with a completed purchase order: central, devolved or local government organisations, departments or agencies, universities, schools and colleges or similar organisations.