Frequently Asked Questions
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.
How do you take payment?
We take payments online via our website as part of the checkout process
For online payments, we accept credit/debit cards (Visa and Mastercard). We also accept bank transfers, though funds must clear before we are able to process an order.
Card payments are securely processed by our payment gateway, Stripe.
Card details are not handled by our server, and cannot be stored by us. Both our website and any information transmitted between your web browser and Stripe uses modern security and cryptography (TLS 1.2 ) to protect your details and payment information.
If your company has a credit account with us, your order will be processed automatically (subject to our terms) and invoiced soon after your delivery date.
What's your turnaround time?
In the vast majority of cases, our turnaround time is 4-7 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 £40 or 40% of the order value (whichever is greater).
I need my order delivered to more than one address, can you do that?
We can deliver to more than one address, however each delivery address requires its own order and delivery charge.
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 very large order (typically 10 Items of a product and above), please let us know and we might be able to help you with a bespoke quote.
Sometimes, we may offer discounts on packs of products or as part of a marketing campaign - keep an eye out for them.
Billing and Payment
What are your payment terms?
For full details, please refer to our order terms.
For customers that do not have a credit account with us, payment is required before any artwork is processed or any production can begin.
For customers with a credit account, payment terms are "3 days from End Of Month" (3EOM) and means the payment must be made in full within 3 working days following the end of month.
Invoices are sent out as emails shortly after delivery of your order. Account statements are sent if requested.
Late payment fees of £15 or %15 of the invoice value (whichever is greater) are applicable. We reserve the right to suspend or rescind credit accounts if our terms are not met.
What payment methods do you accept?
For online and telephone payments, we accept credit/debit cards (Visa and Mastercard). We also accept bank transfers, though funds must clear before we are able to process an order.
Orders from customers with a credit account will be automatically processed (subject to an agreed credit limit and any outstanding credit), then invoiced after the order has been delivered.
What do you do with my payment details?
If we take your payment details over the phone, and 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 that have already paid for their order. This will be sent shortly after approx. delivery date.
Customers with a credit account are sent invoices via email shortly after approx. delivery date.
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 contacting our accounts department.
Can I setup a credit account with you?
You may apply for a credit account with us. Credit Accounts are beneficial when you place repeat and regular orders, for example Government and Schools have automatic credit facilities and customers who have annual spend in excess of £500 per month. Please phone for details. Credit accounts and limits are granted or denied at our discretion and are subject to a credit check.
How do I contact your Accounts department?
Our accounts department can be contacted via email on firstname.lastname@example.org , and via telephone on 01297 598086. The accounts department is open from 9am–1pm Monday–Thursday.
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 opening, mishandling, mistreatment, vandalism, heavy weather conditions or other circumstances out of our control, we are unable to offer reprints, replacements or refunds.
As orders for nearly all of our products are custom made unfortunately they cannot be returned unless faulty or damaged.
Do you fit banners and signs?
Yes we do, we price based on the distant to travel and estimated length of time for installation.
please call to arrange.
Artwork & Design
How do I setup my artwork for one of your products/units/stands?
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 setup 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.
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 banner 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 to match the Pantone colours in your artwork as closely as attainable. However, we must be notified of these when placing your order and these must be included within your 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 setup artwork for pole pockets.
How do I send you my artwork? Can I email it?
As we deal with lots 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 sent via email will often not reach us and can delay orders.
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.
If you are sharing your artwork with us via Dropbox, please note that we do not use a Dropbox account to accept files. Instead, please share a download link to your file(s)/folder by following Dropbox's instructions.
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 artwork to us via WeTransfer or YouSendIt, the link will remain active for one month. While we donít keep these files on record, we do keep the processed files from our studio, though these will contain additional items such as hem and eyelet indicators as well as order identification information.
Do you supply proofs on artwork we submit?
Should you wish you can order a digital proof from our artwork section. There are a range of proofing and file checking services available. Our aim is the same as yours - to have a great print, just the way you imagined. We can sometimes provide wet proofs, but these are usually reserved for large orders and are supplied at our discretion.
Do you add any form of identification to the banners and signs?
We do add a small amount of information to the rear of our hemmed PVC banners, We do like to add our logo in a quiet space in order to identify the product.
The information generally consists of the target dispatch day, order number and quantity required, and sometimes includes finishing notes.
This text is purely to aid our production staff in collating and packing your order. We ensure that this text is only ever included on the rear of your graphic(s)
Can you make changes to my artwork?
If an artwork has been 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 to be paid.
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 supplied in such a manner and isnít suitable for your needs.
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 information.
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.
Can I pick up my order from you?
For the vast majority of orders, all will be sent direct to you. Where we are installing we will deliver on the say of booked install.
For orders you are collecting from us, we will notify you once your order is ready to be collected. Please note that this may be at any point during the day.