Customer Support Guides

This guide explains how to get help, what to expect from our support team, and answers common questions about ordering with our UK online printing service.

Contacting Customer Support

Our support team is here to help at every stage of your order.

Contact Methods

  • πŸ“§ Email: support@yourcompany.co.uk
  • πŸ“ž Phone: 00000 000000
  • πŸ’¬ Live Chat: Available on our website

Support hours: Monday to Friday, 9:00am – 5:30pm (UK time)

Before You Place an Order

We can help with:

  • Choosing the right product for your needs
  • Paper types, finishes, and quantities
  • Artwork setup and print readiness
  • Turnaround times and delivery options

Note: We do not design artwork unless a design service has been purchased.

Artwork & File Checks

  • All uploaded artwork is checked for basic print suitability
  • This includes bleed, size, resolution, and colour mode
  • We do not check spelling, grammar, or design quality unless requested

If an issue is found, we will contact you before printing.

Proofing

  • Digital proofs are supplied for layout and positioning only
  • Colours shown on screen may differ from the final printed product
  • Orders only proceed once proofs are approved (if applicable)

Customer responsibility: Please check proofs carefully before approval.

Order Status & Turnaround Times

  • Production starts once payment and artwork approval are complete
  • Turnaround times are estimates from this point
  • Email updates are sent as your order progresses

Urgent orders: Please contact us before ordering.

Changes & Cancellations

  • Orders cannot be changed or cancelled once in production
  • Contact us immediately if amendments are needed

We will always try to help where feasible.

Delivery & Shipping

  • We use trusted UK courier services
  • Delivery times are estimates and may vary
  • Please ensure someone is available to receive delivery

Report delivery issues within 48 hours of receipt.

Damaged or Faulty Orders

If your order arrives damaged or incorrect:

  • Contact us within 48 hours
  • Provide your order number
  • Include clear photos of the issue

We will investigate and advise on reprints or resolutions where applicable.

Reprints & Refunds

May be offered if:

  • The fault is due to our production error
  • The printed product does not match the approved proof

Not offered for:

  • Errors in customer-supplied artwork
  • Colour variation within industry tolerances
  • Courier delivery delays

Frequently Asked Questions

Can you match a specific colour exactly?
Exact colour matching is not guaranteed unless a paid colour proof is approved.

Can I supply Canva or Word files?
These must be exported as print-ready PDFs following our Artwork Guide.

Do you offer design services?
Yes β€” please contact us for a quote.

Complaints & Feedback

We aim to resolve any issues quickly and fairly.

If you’re unhappy with our service, please contact us with full details so we can investigate.

Your feedback helps us improve.

By placing an order, you agree to our support policies outlined above.