FAQ’s

Ordering

How do I place an order?

The best way to order from us is through this website. All details are then processed accurately and quickly and will let us know exactly what is required for your job such as sizes, finishes, quantities, artworks and delivery address.

Can I get a discount?

If you are lucky enough to have a Big Print voucher code then yes you can get a discount on your order. If not then we do like to support registered charities so we offer a 10% off discount on all products with voucher code ‘BIGCHARITY’ however we do check that you are a legitimate charity and require a charity number for this discount to be applied to your order so please don't try to gain the discount if you are not entitled.

How long does it take?

Standard production turnaround is 5 working days after order confirmation. Order confirmation after 11am counts as the following working day. Confirmation consists of payment and proof approval.

Confirmation of proof needs to be completed via email. Spoken confirmations are not accepted.

We have a selected number of items that can be ordered as ‘QUICK DESPATCH ITEMS’. These items are available for next day production and dispatch meaning that your goods could be with you 48hrs after placing the order. 

Can my order be sent to multiple delivery addresses?

Unfortunately the website can not accommodate this function on one order. We suggest that if you have this requirement please place an order for each delivery address separately.


Payment

How do I get an invoice?

All payments are made online, once payment is made an invoice is generated and sent via email directly to the email address supplied as part of the order.

What payment methods do you accept?

All payments are taken at the point of order. All transactions are taken online and utilise the Stripe (credit or debit card) and PayPal payment gateways. If you do not have a PayPal account but prefer to use that payment gateway, it also accepts payments via credit or debit card without a PayPal account. Please note that your order will not be processed until payment has been confirmed as received.

How do you take payment?

We take payment through the website over a secure (and safe) connection, its a simple process, just follow the steps and all should become clear.

  1. Click on the ‘VIEW BASKET’ button which will appear on the right hand side of your screen when you have selected all the items you would like to order.
  2. If you are happy you have everything in the basket that you need then you now have the opportunity to insert a coupon code if you are lucky enough to have one. Click update basket and all the discounts will be applied.
  3. Select the required shipping option from the list available.
  4. Click on the ‘PROCEED TO CHECKOUT’ button.
  5. Fill in the required details for the billing info and shipping info then enter your payment details or select PayPal. Lastly, check the ‘Terms and Conditions’ box.
  6. Once all required details have been filled in click the ‘PLACE ORDER’ or ‘PROCEED TO PAYPAL’ button to be transferred to Stripe or Paypal (whichever payment gateway you chose to use) for the payment to be processed securely.

Artwork

Do you charge extra for different artworks?

No we do not charge any extra if all your designs are different. It might take us a bit longer to set it all up but it is all included in the price.

Can you edit my artwork?

Simple issues that are picked up by our pre-press artworkers may be fixed prior to sending back the proof. If further more extensive changes are required then additional artwork fees maybe incurred. You will be made aware of any fees that would be incurred prior to the work being completed. Payment for which will also be taken upfront.

If you are ordering items like banners that require special finishing such as pole pockets or hems then our artwork teams will adjust the artwork to cater for these allowances, all we ask is that you supply artwork to the size of the visible area + 3mm bleed and we will sort out the rest.

What if my artwork is wrong?

If artwork is provided that is not setup correctly then we will make you aware of this at the proof stage. We are here to make the process simple so we will try to help as much as possible. We have skilled staff on hand to advise on any off the products we offer. We aim to turn your jobs around as quickly as possible so we are always keen to get any issues with artwork rectified quickly so delays are minimal.

Please note that our checks are to ensure that the printed items are the right size and quality, they are not to check the content of your printed designs and therefore we cannot be held responsible for spelling mistakes, grammatical errors, missing fonts or images. Please ensure your supplied artwork adheres to the artwork guidelines document that can be found in the header bar of the website.

Do you supply printed proofs?

For most jobs printed proofs are not required and would increase the turnaround time quite dramatically, however if you have a particularly important job and need some reassurance that the colours will be right and image quality is sufficient then we can offer a printed proof service. This will come at a cost and will have to be organised with our artwork team over email or phone.

Do you supply PDF proofs?

In the event that there is a query with artwork, we do send you back a digital proof for approval in the form of a pdf document. Whilst we print form print ready pdfs we know that problems do occur in file transfer so it is better to be safe than sorry. We provide a basic report generated by Pitstop that lets you know if your artwork is not in the correct colour mode (CMYK) or the image resolution is less than we would like for great output quality. Unfortunately we cannot proceed to print until we get approval from you through our system. We cannot accept a verbal communication so please use the system it only takes seconds…

What about pole pockets?

These can seem quite confusing so we have created a pole pocket guide. It includes the popular pole diameters and tells you how much extra material is required to create a pole pocket. We are happy to work this out for you if you let us know the diameter of your pole. We ask that any text or important info is kept well away from the pocket area so it is not obscured by the stitched seam. Please note that the pole pocket front will be visible so we may need to adjust your artwork to cover this area if you have not made provision for it in your artwork. We class the visible area of your banner as the most outer points so if you have a pole pocket then the visible area will include the lowest point of the pocket.

How many eyelets do you put in?

As standard we create a 35mm fold back hem area and centre the eyelets in this area. Each eyelet is equally spaced and usually is located as close to 500mm apart as possible. If you have specific location requirements then please add this into the notes area when uploading your artwork.

How do I upload my artwork?

We have an upload facility on the website. This ties the artwork to the exact product you have ordered so there are no mishaps.

Click ‘VIEW BASKET’
Each item will be listed and each item will have an upload button highlighted in yellow.

Click on the ‘UPLOAD’ button to add your files
For items that are double-sided there is the opportunity to add 2 files if they are different designs.

Click on ‘Select File’ and locate the files from your computer
You have the opportunity to add any notes that might be relevant to the order for each file uploaded.

Then just click ‘SUBMIT’
The button will turn green if the file format and filesize is accepted or red if it is not sufficient enough. If the file was rejected, please click the button again to see the reason and upload an alternative file.

Do you supply Data Sheets?

Yes, we offer data sheets for all of our print materials. These are available on each product page in the tab ‘Artwork Templates & Data Sheets’

How do you need me to setup my artwork?

Ideally… perfectly so we have nothing to do… To help we have provided PDF templates that can be downloaded on each of the product pages that require hardware. The templates have all the info on the first page that you need to know and the template on the second to put your artwork on top of. We have also provided a page ‘Artwork Requirements’ that explains in more detail how to go about setting top your artwork, find this under Useful Links in the footer of every page. If you still have some questions we have a LiveChat facility on the site or you can call to speak to someone technical.

For bespoke size items such as banners we ask that you setup your artwork to the visible area and then include 3mm bleed on each edge. We will then add any additional material required for hems and any location marks for eyelets etc.


Delivery

What is a Quick Despatch item?

We understand that sometimes you need your graphics fast....really fast. That's why we offer a selection of our most popular items as "Quick Despatch". For no extra charge you can get your hands on these products within 48 hours (subject to placing your order by 11am).

If you're having a real emergency and need your graphics producing even faster and require sameday turnaround then please give us a call and we'll see how we can help on 01604 774868.

Can I setup a credit account with you?

This website is not setup to accept credit accounts however if you place a lot of work or are a trade customer then it would be worth you contacting us to discuss the other options available through our parent company Studio One. There, we have a creative design team and wider options for production than are offered through this site for more complex projects. Please call 01604 774860 for more information.

What should I do if my order is damaged on delivery?

If your order shows signs of damage to the outer packaging please sign for the delivery and mark it as damaged, otherwise it makes it very difficult to prove that the courier is at fault and enable us to re-supply you with replacement goods. We make every effort to ensure your goods are protected suitably by using good quality packaging.

Will I be able to track my order?

Yes, our system will email you information about your order including a consignment number for your order which will enable you to log on and track your order. All information on how to do this will be included on the email.

What are your delivery costs?

We have a standard UK Mainland delivery charge of £15.00 for any order. This would be for your total order delivered to one single address.

We also offer;

  • Standard to UK Mainland for £15.00
  • Before noon to UK Mainland for £25.00
  • Before 10:30am to UK Mainland for £30.00

Please note that all delivery options are based on a next day service however the standard production time is 4 working days meaning that you will receive your order on the fifth day. If you take advantage of ‘Quick Despatch’ items, then you should expect to receive your items with 48hours of your artwork approval being received.

Hoarding panels are the only exception to the rule, due to the size and weight of these products special delivery costs have to be calculated. If you intend to order ACM hoarding panels please give us a call to discuss your requirements and we will generate a specific quotation for your requirement.

We do not ship internationally through our website, if you require an international order please call 01604 774868 to discuss your requirements.

Can packages be sent direct to my customer?

Your billing address and delivery address can be different so we can send your goods direct to your customer if required. If you select the unbranded option on your order then no Big Print branding will be included.

Can you un-brand the package so my clients do not know you printed it?

Yes, we know that often companies are selling on the goods we produce so we offer an unbranded option. If this is required then no ‘Big Print’ branded packaging will be used and no supporting documentation will be included in the packages. Please include a note on your order when checking out to let us know.


After Sales

Do you sell items for fitting?

If you take a look in the accessories area we offer a range of products to aid with fitting, such as plastic zip ties, banner bungees, ceiling hangers, velcro etc. We will be adding more and more products so please keep an eye out for new products to make fitting as easy as possible.

Do you fit any of your products?

Most of our products require very basic assembly however some of the bespoke items can be more challenging. Although this website does not offer fitting our parent company has qualified fitting teams on hand should this service be required. For fitting enquiries please call Studio One on 01604 774860 to discuss specific projects.

Do you offer reprints, replacements or refunds?

If you have received your product and the artwork has not been produced exactly as the approved proof or the items are damaged in transit then we will be happy to replace the product and send it out as quickly as possible. If any of the packaging is damaged then we would require you to sign for the delivery as damaged and then please contact us if there is a problem with the contents. At this point we will ask for you to send us a photo of the damage so that we can take this up with the courier company.

If items have been signed for as received in good condition then we cannot accept responsibility for damaged items within the packaging unless it is obviously a manufacturing fault. Damage caused as a result of opening, mishandling, mistreatment, vandalism or other circumstances out of our control, we are unable to offer reprints, replacements or refunds.