FAQs

faq.png

Below is a list of questions we are often asked. These may answer any questions you may have.

Can I cancel my order?

We’re happy to cancel orders if required. Contact us as soon as you’re able and unshipped orders will be cancelled and refunded promptly. We’re not able to cancel orders that have already been dispatched, but you are welcome to return the product(s) for a refund.

I made a mistake; can I change my order?

It happens! Please contact us as soon as possible so that we can help to sort your order out and ensure you get everything you need. If your order has already been dispatched then unfortunately there’s not much we can do, however you’re welcome to return any products ordered in error.

How long will it take for my order to be dispatched?

Orders are typically dispatched within 1-2 working day. Products are sent via either 2nd class Royal mail, Hermes or DPD depending on the postage upgrades and the size of your order. You can find more out about shipping and delivery here.

Is postage and VAT included in the displayed prices for UK sales?

Yes! The price displayed is the total price paid including VAT and free, standard delivery (on orders over £3.50). Postage upgrades are available at checkout if required.

I need a pack size that is not listed, can you do this?

We’re sorry, but we’re unable to offer bespoke quantities. All of our products are available in the pack sizes listed in the item description, we have a range of pack sizes available to help you make your order as close as possible to the amount needed.

Card thickness / what is GSM?

You can find out all about GSM and how is relates to card thickness here in our blog. 

Is your stock suitable for printing on with an inkjet or laser printer?

All of the card and paper we supply is printable. However, it is very dependent on your own home printer and the ink you use as they are all very different. You need to be familiar with your own printer and its settings as, in general, you cannot simply use the default paper setting. We always recommend buying a sample piece first to test print.

We also recommend checking your printers’ manufacturers specification as some models are not able to print on anything but paper. Printers that pass through 180 degrees are not suitable for printing card on - it’s best to check this prior to purchasing! Before printing, make sure you check the settings on your printer to ensure they are suitably set to print on card. All of the stock we supply has been tested on both inkjet and laser printers, but sometimes problems can occur when the card setting on your printer is not selected. To avoid printer mishaps, check the settings before you start printing on your card – you can find the settings under ‘printer properties’ on the window that opens when you select print – before hitting ‘OK’. For the best results you should always use the highest quality setting on your printer, though please bear in mind the results you get will depend on both the quality of the printer and the ink being used. If your printer is struggling to feed any card in or it is jamming, this is almost always caused by dusty feed rollers. Simply cleaning the feed roller with a damp cloth will solve this.

Another point to be aware of when printing is the program you are printing from. Basic programs such as MS Word are not good at producing quality image results as the software wasn’t designed for image printing. Even Adobe Photoshop won’t necessarily produce the best results by printing directly from the program itself. We would recommend creating a PDF at 600dpi and printing from Adobe Acrobat which produce the most controllable and editable colour you can get from an inkjet printer.

Is your card recyclable / acid free / wood free / FSC® certified?

We are an FSC® certified supplier, however each of our products is different and a small percentage are not certified. Check out our environmental policy for information on specific products.

Are your card blanks precision cut and creased?

Yes, all blank cards are cut and creased in house using precision equipment. These are cut to industry standards, which means there is an accepted tolerance of 1mm to 3mm variation.

I run my own small business. Can I have a discount?

We’re always happy to support small businesses, you can find out more on our Business Discounts page.

Can I return my item(s) if I have made a purchasing mistake?

Of course, check out our returns information.

Can I return my item(s) if I have used some of them?

We regret that we are not able to accept part used packs as these are deemed as accepted by you and cannot be returned. We’d recommend purchasing samples if you need to test print on or trial products before purchasing a large amount.

My item hasn’t arrived yet?

You can find our estimated delivery times here, if your item hasn’t arrived within these time frames, please get in touch with us.

Can I pay over the phone?

We’re sorry but no, we’re unable to accept orders over the telephone. This is to ensure that your credit care details are never made available to another person.

Which countries do you ship to?

We currently ship to all areas of the UK, Eire, Germany, Holland, Belgium, Denmark, Austria, Lichtenstein and Luxembourg – you can find out more about shipping to these countries here.

Some customers from other areas in the World choose to use a 3rd party delivery company. Many companies offer this service where a parcel from us is sent to a shipping warehouse in the UK. It is then processed by the warehouse and shipped to you. Extra charges will apply but it does mean that if you live in a country that we do not ship to then you can still order from us. Please note that it is up to you to arrange the 3rd party courier and supply their UK address as the shipping address. If you require weight and parcel dimensions, we’re happy to provide these if you let us know the exact items and quantities you are looking to order.

I live in the UK, can I have a VAT receipt?

Of course, although your order invoice sent with your products also serves as a VAT invoice. If you no longer have this then we can provide you with another copy.

I live outside the UK, can I have a VAT receipt?

Depending on the outcome of Brexit these conditions may change.

No. Due to restrictions in EU law all purchases made on this website to non-UK residents are classed as retail sales to named individuals. This extends to business purchases as well. Goods will be delivered to a named individual within the organisation on a personal basis. We have detailed advice about this in a special section of our terms and conditions.

Can I use your FSC® Logo on my own advertising?

No, this would not be legal. Worldwide FSC® credentials are awarded to a business under very strict criteria and can only apply to a business that has achieved the status. This criteria forms a 'chain of custody' which can apply to several linked businesses and must be unbroken to enable a product to be marketed as FSC® certified. Every business in the chain must hold its own certificate to continue the chain. Once a product leaves us it can not be advertised as FSC® unless you hold your own certificate.   

My order is wrong, what do I do?

In the unlikely event that you receive an incorrect order, please contact us within 7 days of receipt to ensure we can rectify any errors as soon as possible.