General

1. How do I contact you if I have any queries?

We are not just an online printing company - we also run a friendly print, design and sign shop in Stevenage, Hertfordshire. So if you’re local to us pop in and we’ll be glad to talk through your project. Alternatively contact us by email on print@toppersprint.co.uk or telephone on 01438 746767.

 

2. Can I request samples before I order?

We offer many different products and we know it can be helpful to see what the finished product may look like. Therefore we are happy to send out samples to you to aid your decision. Just contact us by telephone or email and let us know what kind of products you are looking at and we will post out the relevant samples. Alternatively if you are local to us come and visit our Stevenage store where we will discuss your options as well as show you samples.

 

3. Can I opt out of your promotional emails?

Yes, when you register you will have the option to opt out of promotional emails. Alternatively to opt out at any other time you can contact us by telephone or email us with ‘Unsubscribe’ as your subject line.

 

4. Can I update my account information?

Of course. When you sign in to your account, you will be able to change your account information in the ‘My accounts’ page. If you have any problems accessing your account or changing your details do not hesitate to contact us.

 

5. Will you put your own advertising on my printed products?

Unlike some online printing companies, we will never put our own advertising on your product.

 

6. What printing processes do you use?

We use litho, digital, screen and solvent printing for our products. We’ll choose the best printing process for your job. If you would like to discuss how your job is being printed please contact us by phone or email.

 

7. Are you able to colour match?

To keep our online prices as competitive as possible most of our products are printed in CMYK as this is the best value therefore we cannot offer colour matching online. However, we are not just an online printing company, we also handle a variety of bespoke printing. Where pantone colour matching is required, please contact us to discuss pricing.

 

8. What sort of information will you collect about me when I register?

When you register we will collect information about you that helps us to fulfil your order. This includes things like contact name and title, company name, address, telephone numbers, fax numbers, email addresses. For security purposes we do not store payment information and therefore this will need to be re-entered every time you order. For more information about how we use this personal data please see our privacy policy.

 

9. What other products do you offer?

Banners, Bookmarks, Book Printing, Books and Booklets, Brochures, Business Cards, Business Forms, Compliment Slips, Corporate Stationery, Digital Printing, Document Scanning, Encapsulation, Envelopes, Flyers, Graphic Design, Greeting Cards, Lamination, Leaflets, Letterheads, Litho Printing, Menus, Order of Services, Outside Signage, Photocopying, Plan Printing, Postcards, Posters, Presentation Folders, PVC Banners, Showcards, Signs and Display, Solvent Printing, Stationery, Stickers, Vehicle Graphics, Window Graphics

 

Orders

10. Can I amend my order?

We will make every effort to amend your order if you request it however any changes requested will depend on what stage your order is at. Amendments which change the nature of the product for example size and quantity may also change the price of your order.

 

11. Can I cancel my order?

You are welcome to cancel your order and receive a refund as long as it has not yet been produced. If the order has already been produced then you will be charged the full amount.

 

12. How do I check the status of my recent order?

Give us a call or send us an email with your order number and we’ll check the status of your order for you.

 

13. How do I place a re-order?

When you sign in, go to ‘My Accounts’. Under ‘Order History’ you will see a list of all your previous printing jobs. Click on the job you wish to re-order and it will automatically be added to your basket.

 

Delivery

14. Do you deliver abroad?

All our delivery charges featured on the website are for delivery to one UK mainland address. If you are interested in international delivery please call us or email us with the details of your job for current international delivery rates.

 

15. Can I change / add a shipping address?

If you originally specified that you wish to collect your goods from our store for free, you may add a delivery charge and shipping address at any stage of your order. However if you need to change an existing shipping address, this can only be done before your order is prepared for shipment. Please contact us for more information or to check the status of your order.

 

Artwork

16. How do I get artwork to you?

The most convenient way is to upload your artwork during the online order process when prompted. However if you are unable to upload artwork at this stage, feel free to send us your artwork files by email stating your order number clearly on the email. Alternatively, if you are able to, you are welcome to drop your artwork in to our store on CD or memory stick.

 

17. How do I set up my artwork?

Please see our file setup guide for details of how to supply your files to us. Call or email us and we’ll be happy to explain anything that is unclear. If you are able to supply your files as specified, there are no extra charges to your order other than those added during the ordering process. If you are unable to supply files as specified there may be extra charges to make sure your artwork will print as expected. Don’t worry; these will be discussed with you before we begin any work.

 

18. What file formats do you support?

We prefer raw files from design software such as Indesign, Adobe Illustrator or Quark Xpress as well as high-res print ready PDFs. Photoshop is also acceptable but can pixelise text. We can also except PC files such as Word, Publisher and PowerPoint but these may need some artwork time spent on them to make them print ready. If you are unsure whether we can use your files we’d be happy to advise you.

 

19. Can I see a proof of my order first?

Our design charges include your first proof. This can be viewed as a PDF by email or you can come into our store to see a hard copy. If you have supplied print ready files but still wish to see a proof, this may be chargeable. Please note that depending on the print process used, your proof may not be colour accurate. If you wish to see a ‘press proof’ please contact us for more details.

 

Payment

20. Can I open a credit account?

To keep our online prices as competitive as possible, at present we do not offer credit accounts on online orders.

 

21. What methods of payment do you accept and how do I pay?

There are several methods of payment we accept. You can pay by credit or debit card online or by phone. You could also pay by BACS transfer or post a cheque. If you are local to us you could also pop in to our store to pay by cheque, credit and debit card or cash. Please note that we do not start work until payment has been received, unless previously agreed by ourselves.