How can I order from you?
The best way to order from us is through this website. This ensures all details are processed accurately and quickly. Alternatively, you can email us with your order, though please be sure to include all details relating to banner sizes, finishes, quantities, artworks and delivery address, or if you want to speak to a human being, we are always here to help! Please call us on 01234 567899.
How do you take payment?
The simplest way is to make a credit or debit card payment via our website. Alternatively, we are able to accept payment by bank transfer once your order has been placed and you have received an order confirmation (or pro-forma invoice if required), orders will need to be placed via email for this method. Please be aware that we cannot process any orders until payment has been cleared.
What's your turnaround time?
In the vast majority of cases, our turnaround time is 3-4 working days. Our turnaround time begins when order details, payment and artwork are confirmed and received. Please note that some materials and products require a longer turnaround time. Turnaround time can be affected by artwork and payment related issues, for which we cannot be held responsible.
Can I book my printing slot in advance if I order early?
While we are able to take your order in advance, we cannot pre-book printing days. This is due to the nature of our business, how artworks are processed together and the print volumes we deal with in our short turnaround time.
Can I get my order turned around quicker? I'm happy to pay more.
Sometimes we may be able to help in this regard and bring your order forward onto the end of another print-run. Please note, this service is not always available and is subject to a charge of £25 or 20% of the order value (whichever is greater).
Is there any way I can get a discount?
As our prices are based on fixed costings and low margins, we can't offer discounts on most orders. If however, you have an enquiry for a large order, please contact us via email or telephone and we might be able to help you with a bespoke quote.
Sometimes, we may offer discounts on certain products or as part of a marketing campaign - keep an eye out for them!
DELIVERY & AFTERSALES
How much does delivery cost?
Delivery cost depends on the size of your order and whether you require any timed deliveries from our couriers. Please refer to our delivery page for full details.
How long will delivery take?
Consignments sent from us use a next-day service, however Scotland and some remote areas of the UK may require an additional day to arrive.
What couriers do you use?
We use several couriers, but usually TNT.
What should I do if my package looks damaged when it's delivered?
Please make sure that you sign for the consignment as damaged, otherwise it can be very difficult for us to claim back from the courier and resupply you with the goods.
Do you offer reprints/replacements/refunds?
In the event of misproduction, faulty products or damage during delivery, we are able to resupply affected items. Please note that we usually require a photo of any items in question before we can resupply them.
If items have been delivered and signed for as received in good condition and damaged during transit, or damaged as a result of unpacking, mishandling, mistreatment, vandalism, heavy weather conditions or other circumstances out of our control, we are unable to offer reprints, replacements or refunds.
Do you fit banners?
Yes, we can offer an installation service, just contact us for a quotation and more information.
How do I set up my artwork for one of your products?
We offer a hassle free, in-house creative design service for all of our products. We can create your designs, based on your brief for a low cost, just contact us now for more details.
If you prefer to supply your own artwork, we supply InDesign, illustrator, EPS and PDF templates for nearly all of our products. These can be downloaded from each respective product page. The templates are set up at 20% of full size and should be supplied as per our artwork requirements.
Do you charge extra/more if I supply multiple artworks?
No, we do not charge more for different designs. You can supply one design to be printed fifty times, or fifty designs to be printed once each - the cost remains the same. This applies to self-supplied artwork only.
How much room should I leave for hems and eyelets?
We recommend leaving at least 60mm space in from the edge of your design for important content such as text or logos.
What is a 'quiet area'?
This is an area of your design that should be used for background imagery and colours only.
This can serve two purposes:
- Allows the fitment of our products such as roller banners rails/units, and graphic finishing such as pole pockets and flag hems without these interfering or overlapping important elements of your design, such as text and logos
- Can provide a continuation of your design in areas where the graphic may not be easily seen, such as end panels of our pop-ups
Can you print Pantone colours?
While we can't print Pantone colours themselves, we can print artwork containing Pantone colours. Our systems will try and match the Pantone colours in your artwork (or artwork we produce for you) as closely as attainable. However, we must be notified of these when placing your order and these must be included within your artwork breif or your self-supplied artwork. Please note, we cannot guarantee accurate replication of all Pantones.
If you require a printed sample before placing an order, please speak to one of our sales team who can arrange this for you.
How do I allow room for pole pockets?
These can be very confusing, so we've created a guide on how to set up artwork fro pole pockets click here. However, if you use our in-house design service we will take care of this for you.
How do I send you my self-supplied artwork? Can I email it?
As we deal with hundreds of large files each day, we have a restriction on file size for attachments sent via email, so we kindly ask that you supply any artwork via our artwork upload service. This ensures that we receive your artwork and prevents delays. Artwork send via email will often not reach us and can delay your order.
Do I have to use your WeTransfer service?
While we prefer files to be sent this way, you are welcome to provide your artwork via another hosted service such as YouSendIt, MailBigFile etc... If you already have your link ready, you can enter this when placing your order.
How many eyelets do you put in?
Our standard distribution of eyelets is one per metre. If you require a different distribution or specific placement of eyelets, that's no problem at all - simply let us know what you need when you place your order.
Do you keep hold of artworks from my past orders?
If you uploaded your self-supplied artwork to us via WeTransfer, the link will remain active for one month only. While we don't keep these files on record, we do keep the processed files from our studio, though these will contain additional items such as hems and eyelet indicators as well as order identification information.
If you use our in-house design service to create your artwork, these files will be kept on record and will be able to be reverted to at any point.
Do you supply proofs?
We cannot provide digital proofs prior to printing. We can sometimes provide printed proofs, but these are usually reserved for large orders and are supplied at our discretion.
With our In-house artwork design service, you will receive an artwork proof for you to approve.
Can you make changes to my artwork?
Our in-house artwork design service includes a set number of changes with a final proof to approve.
If an artwork has been self-supplied in an editable fashion (with text outlined etc), we may be able to make a minimal modification for you. However, substantial changes will require a studio fee of £30.
Will you let me know if there's something wrong with my artwork?
If artwork cannot be used to produce what has been ordered, we will advise you of this and request how you would like to proceed.
Please note that we cannot be held responsible for issues contained in the supplied artwork itself such as spelling mistakes, grammatical errors, RGB colour mode, overprint, resolution, missing fonts and missing images. To avoid these issues, please ensure your artwork adheres to our artwork requirements.
If an artwork size is different to the ordered size, the ordered size always takes precedence. This is due to the fact that artworks from our customers are supplied in a variety of scales.
With subjective issues of quality such as image resolution, we will sometimes advise you if the quality is extremely low, though again, we cannot be held responsible if the artwork is self-supplied and isn't suitable for your needs.
BILLING & PAYMENTS
What payment methods do you accept?
For all orders we accept credit/debit card payments via our website. However for larger orders and orders made via email we can sometimes accept payment on order confirmation and can provide a pro-forma invoice if required. These payments can then be made via bank transfer or credit/debit card. Please be aware that we cannot process any order until payment has been cleared.
What do you do with my payment details?
For all online payments you can be reassured by our Stripe payment gateway for total online security. If we take your payment details over the phone, once your payment has been processed, we immediately and securely destroy any card details.
How do you invoice me?
Paid invoices are sent via email to customers shortly after delivery.
Can you deal with a separate accounts department or office instead of me?
Yes, simply let us know the details of your accounts department by contacts us.