Terms and Conditions (Document Creation and Delivery)

To make sure that you know how and when your order will be printed please make sure your document are set accordingly to recommended requirements below.

PDF set up requirement

• Double sided print is imposed with pages top to top which means that top of the first page will be back to back with top of the second page. This may cause some confusion if you want to print document double sided and folded like landscape greeting card. For double sided print make sure the pages are rotated accordingly to the design layout. Click here for detailed explanations and examples.
• Make sure your PDF is exactly the size you want it to be printed, without any white space. You may upload files up to 100MBs.
• There should be 5-10mm quiet area with no text around the edges. Our standard procedure is to increase your document of 1% and trim it to the required size.
• Each print job should be a single PDF file with one or more pages.
• The document should be in normal page order, i.e. page1, page 2, page 3. etc.
• Do not leave any white space around the side unless its part of the finished document.
• Do not use crop marks.
• Fonts should be embedded.
• PDFs should use CMYK. If your document is to be printed in black and white, then please convert this to greyscale.
• If the document size is too small, not all finishing options may apply.

Documents created in templates

• Recommended image resolution is 250-300 dpi.
• There should be 5-10mm quiet area with no text around the edges. Our standard procedure is to increase your document of 1% and trim it to the required size.

Delivery methods and Estimated Time of Arrival

Orders send out by selected delivery method should reach you within following times:

• Royal Mail 1st class - next day delivery, from Mon- Sat (not guaranteed)
• Courier-next day delivery, only weekdays (guaranteed, signature required)
• Airmail 3- 5 days (not guaranteed)

Dispatched orders

We need to allow up to 7 days for delivery by Royal Mail. Courier deliveries are delivered the next day, they were dispatched only on weekdays. For international order allow 2 weeks from the dispatch day. If your order is not delivered at that time please contact us within a week. If you need something by a specific date make sure that you either select the guaranteed courier delivery OR place the order well in advance. Please make sure to contact us by email or by phone and confirm the dispatch time.

For the vast majority of orders we deliver in time or even ahead of the set ETAs. However, ETAs are 'estimated' time of arrivals and consequently they are not always 100% accurate for a number of reasons. For example, they do not take into consideration bank holidays, neither can they predict delays due to weather conditions or other unexpected circumstances. We calculate ETAs based on the time of the day you place an order. Printers typically dispatched orders the same day if you place an order before noon. Depending on the delivery method you selected and the finishing options required we add a number of days, e.g. 1 or 2 etc. If the ETA falls on a Saturday or Sunday, then we set the ETA to the following Monday. You can follow your order using the reporting tool which offers updates regarding the progress of the order. Once orders are dispatched, it is the responsibility of the courier to deliver in time.

Although the ETA is typically accurate we cannot guarantee delivery times as this is the responsibility of the selected courier. If your order is urgent please contact us to confirm the dispatch time.

What happens if something is wrong with an order?

No Quibble Policy
Our Promise: Want to deliver excellent quality for all customers. If we do not get it right first time, we want to know about it so that we can then do something about it and ensure you are left satisfied with your order.

Any quality issues should be raised with our customer support team within 3 days from the delivery ETA. Re-prints will not normally be authorised after this period.

If your order has not arrived

Please note that ETA is only an estimated calculation which doesn't take into consideration Bank Holidays and other Public holidays in your country. ETA is usually accurate but if you have an urgent job please contact us to confirm a delivery date. Dispatched orders: We need to allow up to 7 days for delivery by Royal Mail. Courier deliveries are delivered the next day they were dispatched and only on weekdays. For international order allow 2 weeks from the dispatch day. If your order is not delivered at that time please contact us within a week.

Although the ETA is typically accurate we cannot guarantee delivery times, as this is the responsibility of the selected courier. If your order is urgent please contact us by email or phone to confirm the dispatch time.

If your order is wrong

If a job has been incorrectly printed or finished, then a single document should be returned to the printer before a re-print can be authorised, if appropriate this can be done in electronic format (by email). Please refer to Support pages for more info on Setting up your documents.

If your order is faulty or damaged during transit

If any documents have been damaged in transit, then each of these documents should be returned for a re-print.

If you want to cancel your order

Our system is fully automated and all orders can only be cancelled if they have not been printed. Please contact us by email or phone with your request, we will contact the printer and confirm your cancellation.

If you order the wrong thing

Issues where customer orders a document is incorrectly set up or the details are mistakenly entered, such as number of copies, paper, setup options etc. will not be normally re-printed although we can offer you a 50% off the print costs if you decide to re-print an amended document.

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