FAQ’s

Make your life easier

Returns & Refunds 

Something is wrong with my order, what should I do?

In the unlikely event that you find something wrong with your order, please contact us immediately to explain the issue. We will do our best to resolve any issue to your satisfaction.

Can I cancel my order?

We have a fully automated administration and production method and once you have placed your order and made payment, your order will be start to be processed. Once your order has been sent to print, and since it is being produced specifically for you it is not possible to cancel your order. It is always worth contacting us to see if there is anything that we can do to help but note that this may incur an administration fee.

I've noticed a mistake can I change my order?

Please check your design thoroughly before you upload your artwork. Check spelling, telephone numbers, dates, times, addresses, prices, image resolution etc… In order to keep prices to a minimum we use a fully automated process so you will be the only human eyes checking the artwork and we wouldn’t know if it was right or wrong. If you spot an error after you’ve ordered, then the likelihood is that we won’t be able to change it. Contact us immediately and we can see what we can do.

General

How can I contact you?

If you have any questions about our products, delivery, business etc… then please don’t hesitate to contact us, either by

Telephone: 020 8567 8727
Email: hello@expressprint.co.uk
Via our Contact Us Page
Our Office opening hours are Monday to Friday, 9.00am – 5.00pm

Office location

We are based at 160 Broadway, West Ealing, London W13 0TL

Which holidays are your offices closed for?

We are closed on UK Public and Bank Holidays. Please note these do not count as working days so please take these into account when ordering your printed products.

What are Express Print Limited's company details?

Express Print Limited is a trading company registered in the United Kingdom. Click here for our legal details.

Products & Services 

I can't find what I'm looking for - can you still print it?

Yes, we print a lot of bespoke print work. Please contact us and let us know as much information as possible i.e. product, size, paper weight etc… and we’ll get a bespoke quote sent over straight away for you.

What's the best product option for me?

Our homepage has been designed for the user and the interface is supposed to make it as easy as possible for you to navigate. So once you choose your product whether it’s Business Cards, Letterheads, Leaflets, Folders, Brochures or any other item, we will show you the most popular option straight away. If you do struggle with anything or want further information then please get in touch.

How are the products printed?

At Express Print we only provide the highest quality printing. We print every order lithographically unless it is stated otherwise. Some products are printed digitally but are noted in the product descriptions and titles. We use only the latest state-of-the-art technology to provide you with high definition CMYK print to ensure and maintain the highest of print quality standards.

Where is my product printed?

All of our print production is carried out in the UK in our own production facility.

What about digital printing?

Some particular products we do print digitally and this print process is noted in their title and description. We offer digital print because it opens up the flexibility of price and run length which suits some products.

I want to use recycled paper can you print on it?

Yes – we have recycled options on nearly all of our products i.e. Leaflets, Letterheads and Compliment Slips etc. Most of our paper carries some recycled element in. But if you would like a specific recycled paper then please contact us for a bespoke quote.

Can you print on FSC certified paper?

Yes – around 99% of our volume is printed on FSC certified paper in the item’s description.

I can't see what I want, can you still print it?

Contact us for a bespoke quote and let us know what you’re looking for and the likelihood is that we can print it as a bespoke job.

There's a design I like but the product is different from what I want.

Contact us and we will see what we can do we can either contact the original designer to adapt the design for your product or we can create you a new piece of artwork.

I want a bespoke/custom design.

Get in touch and we will have a talk through what you’re after. We will write a brief and provide you with a free no obligation quote for bespoke artwork creation. Click here to get in touch.

How is my product printed?

All printing from Express Print is lithographic, full colour (CMYK process colours, unless stated as digitally printed in the description). It is printed on either B1, B2 or B3 printing presses. To achieve the economies of scale, we print many similar orders together. We do this so we can pass on cost savings to the customer.

When I reorder the same product will it be the same?

We tend to buy the same paper every time but sometimes there are variations in the make-up of the paper and slight differences in calibration which can alter the look of your product when re-ordering but essentially your product will come out nearly the same every time within BSI (British Standard Institute) Standards because we calibrate all of our machines to their recommendations of print colour’s and densities. All of our paper comes out of Europe.

Supplying Artwork

I want to upload my file to print - How do I set it up?

Please read our File Supply Guide to ensure best possible results.

Can you check my artwork files for me?

When you have chosen your print product and have uploaded your files we will automatically run a pre-flight through our File Check service. We check for size, resolution, bleed, legibility and alignment. Please note that we will not proof read your files – this is your responsibility and we advise you to check all spelling including phone numbers, addresses, prices, etc.

  • If your pdf file is correct and no errors are found we will then automatically proceed to print. Please note that no further proof will be sent to you.
  • If any errors are found in your artwork we will contact you and ask that you correct the artwork and supply new files.
  • If your artwork pdf fails our pre-flight check we will contact you and ask you to supply a new file.

If you are unable to correct the issue or supply new files, or you would like Express Print to make the corrections for you, there will be a charge for doing so. Any work required will be quoted for prior to any corrections being undertaken.

What file type will achieve best results for printing?

We accept a number of different file types i.e. PDF’s, high res JPEG’s or TIFFs. If working with Microsoft Office software please convert your file to a PDF before uploading.

I don't know what size I am supposed to set my artwork to - how do I find out?

To help you create the correct sized artwork please click here for a copy of our File Supply Guide. If you can’t see what you’re after please contact us on 020 8567 8727.

PDF Checklist

Although we can print from a very wide range of file types and formats to ensure the best possible result please supply print ready PDF’s.

Checklist Below:
Format: PDF
Colour: CMYK
Bleed: 3mm
Safe Zone: 3mm
Resolution: 300dpi
Font: Embedded/Curves
No Printer Marks/Colour Bars

Note: RGB & Pantones will be converted to CMYK which may affect the colours

Can't find an answer to my artwork question

Don’t worry, we’ll sort you out. Just get in touch with us on 020 8567 8727 and member of our team will be happy to help.

Ordering 

How do I place an order?

The easiest way to order is though the website. Chose the product you would like from a variety of places: either under the instant prices section or the products drop down tab or on the homepage graphics or choose from one of our design templates.

How do I send in artwork?

The easiest way to send us your artwork is to upload it online via our system. We will run an automatic pre-flight with our File Check service. We will check size, resolution, bleed, legibility and alignment! Please note that we will not proof read your files – this is your responsibility and we advise you to check all spelling including phone numbers, addresses, prices, etc.

  • If your pdf file is correct and no errors are found we will then automatically proceed to print. Please note that no further proof will be sent to you.
  • If any errors are found in your artwork we will contact you and ask that you correct the artwork and supply new files.
  • If your artwork pdf fails our pre-flight check we will contact you and ask you to supply a new file.

If you are unable to correct the issue or supply new files, or you would like Express Print to make the corrections for you, there will be a charge for doing so. Any work required will be quoted for prior to any corrections being undertaken.

What programme should I use to produce my artwork?

There are lots of software packages available to create artwork such as the Adobe Creative suite (Photoshop, InDesign and Illustrator. The best programme to use being InDesign. If you don’t have access to these programmes then it is possible to create artwork in Microsoft publisher or word.

I want to upload a file to print - how do I set it up?

Please read our File Supply Guide to ensure best possible results.

PDF Checklist

Although we can print from a very wide range of file types and formats to ensure the best possible result please supply print ready PDF’s.

Checklist Below:
Format: PDF
Colour: CMYK
Bleed: 3mm
Safe Zone: 3mm
Resolution: 300dpi
Font: Embedded/Curves
No Printer Marks/Colour Bars

Note: RGB & Pantones will be converted to CMYK which may affect the colours

What if my file is too big to upload?

Please contact us and we can accept files via a shared Dropbox folder, FTP server, We Transfer or You Send It.

Can I split a quantity with different artwork?

Our quantities and prices are based on one design. If you have multiple designs just add a quantity for each one to the basket and we will combine the delivery cost to keep the price to a minimum.

How do I get help with placing an order?

Please read our Frequently Asked Questions. If you can’t find what you’re looking for, contact us and we will help you through the process.

What is the latest time I can place an order?

You can place an order 24 hours a day through our website www.expressprintdirect.co.uk, but only orders where artwork has been approved before 10am Monday to Friday will be available to be dispatched the next working day.

What happens after I place my order?

We will run an automatic pre-flight with our File Check service. We will check size, resolution, bleed, legibility and alignment! PLEASE NOTE THAT WE DO NOT PROOF READ YOUR WORK – IT IS YOUR RESPONSIBILITY TO CHECK PHONE NUMBERS, ADDRESSES, PRICES, SPELLING, ETC.

If no errors are found in your PDF then we will proceed to print without sending you a proof. You will be able to track your order on your dashboard 

If we find any issues with your artwork or if your PDF fails our pre-flight check then we will ask you to correct the artwork and supply a new file. 

If you can’t correct the issue or you would like Express Print to carry out the corrections then there will be an extra charge for this and this will be quoted prior to any corrections being carried out.

I've left it to the last second - can you still deliver?

We offer a 24hr despatch option on a lot of our products particularly the popular ones. Choose our ‘Next Day’ service. The price will adapt to changes in the turnaround times. If you are worried then please give us a call and we will see what we can do.

I'm not 100% about my files, can you check them for me?

We will run an automatic pre-flight with our File Check service. We will check size, resolution, bleed, legibility and alignment! PLEASE NOTE THAT WE DO NOT PROOF READ YOUR WORK – IT IS YOUR RESPONSIBILITY TO CHECK PHONE NUMBERS, ADDRESSES, PRICES, SPELLING, ETC.

  • If no errors are found in your PDF then we will proceed to print without sending you a proof.
  • If we find any issues with your artwork we will contact you and ask you to correct the artwork.
  • If your PDF fails our pre-flight check then we will ask you to supply a new file.

If you can’t correct the issue or you would like Express Print to carry out the corrections then there will be an extra charge for this and this will be quoted prior to any corrections being carried out.

How do I change my order?

We have a fully automated administration and production method and once you have placed your order and made payment, your order will be start to be processed. Once your order has been sent to print, and since it is being produced specifically for you it is not possible to change your order. It is always worth contacting us to see if there is anything that we can do to help but note that this may incur an administration fee.

How do I check my order status?

“Sign in” to your account and click on the “Orders” tab at the top. You’ll see “Your Orders In Progress” and in the “Progress” column you can keep track of where we’re up to.

What if I'm not happy with my order?

Please contact us immediate and let us know what the problem is. We will do our best to resolve the issue.

Can I order a (free) sample?

Please contact us and let us know what you would like a sample of and we’d be delighted to pop some in the post to you.

What happens if my order is late?

Whatever your deadline, we’ll help you meet it. If it is time critical we would recommend you choose the shortest turnaround possible. But you are covered by our Delivery Principle. In the unlikely event that your product doesn’t arrive on the specified date please contact us as soon as possible.

Payment and Invoices

How can I pay?

We accept all debit and credit cards and payment can be made securely via our integrated payment partner Stripe. If you would like to pay offline, or by BACS please contact us on 020 8567 8727. No works commenced on your order until we have received cleared funds.

I am unsure about invoices and payments. What should I do?

If you are unsure about payments or invoices or would like some clarification then please get in touch with our customer service team. If you need copies of your invoice or print outs please ‘Sign in’ to your account and on your dashboard there is a tab called ‘invoices’ from here you can print out your invoices from current and previously ordered jobs.

How do I get my Invoice/VAT invoice?

We will automatically email your VAT invoice once you have placed your order. If you want your invoice to go to a different email address simply sign into your dashboard and click on the ‘My Details’ tab to change the invoice email address. To get copies of invoices, “Sign in” to your account and click the “Invoices” tab at the top of the screen.

Can I pay with cash or cheque?

Via our website, www.expressprintdirect.co.uk, we only accept payment by debit or credit card. If you are a Limited Company, a Local Authority, Government or Large Organisation, contact us for details of our Credit Account terms. Or if you would like to pay via bank transfer, cash or cheque please contact us and we can get payment sorted. Please note that we will not commence with printing prior to payment.

Is my payment secure?

All online payments are made via Stripe’s secure payment server. Stripe is one of the UK’s leading online payment providers. Please note that Stripe nor PayPal never divulge your credit/debit card information to anyone, including Express Print Ltd. All your payment details are secure and are not operated by Express Print Limited but by the merchant banks themselves.

Will I be charged VAT?

Since we sell to businesses, all our prices exclude VAT. We’ll add VAT to your order at the current rate. Many items like leaflets and flyers qualify for VAT at 0%. Add an item to your basket to see its VAT rate.

I'm VAT exempt, what should I do?

If you are a registered charity or have VAT Exempt status, please contact us before you place your order.

Returns & Refunds 

Something is wrong with my order, what should I do?

In the unlikely event that you find something wrong with your order, please contact us immediately to explain the issue. We will do our best to resolve any issue to your satisfaction.

Can I cancel my order?

Our administration and production method is fully automated, so once you’ve checked out and made payment you order will be start this process. Due to print being manufactured specifically for you it’s not possible to cancel your order once your order has started to be printed. Try contacting us to see if there is anything that we can do, note: this may incur an administration fee.

I've noticed a mistake can I change my order?

Please check your design thoroughly before you upload your artwork. Check spelling, telephone numbers, dates, times, addresses, prices, image resolution etc… In order to keep prices to a minimum we use a fully automated process so you will be the only human eyes checking the artwork and we wouldn’t know if it was right or wrong. If you spot an error after you’ve ordered, then the likelihood is that we won’t be able to change it. Contact us immediately and we can see what we can do.

Dashboard

What is my dashboard?

Our online tools help to make your life easier. Once you have signed in to your Express Print account, you will have access to your ‘Dashboard’ which will show you your full order history, including a gallery of your previous designs. From here you can track your order progress in real time, print of existing and copy invoices, and even track where your delivery is. It is also easy to use to place new orders online.

How do I update my details?

From your Dashboard, click on the Settings tab. You will be able to change your name, address and contact details as well as marketing preferences.

How do I change my dashoard password?

From your Dashboard, click on the Settings tab. You will then be able to change your password.

I've forgotten my password, how do I get a reminder?

Don’t worry, we all do it. Click “Sign in” at the top right. When you get to the Sign In screen, underneath the password fill in box there is a link that reads: “Forgotten your username or password? Click here for help.” Follow the link, then enter your email address and we’ll send you a new password via email straight away. If you have any trouble give us a buzz and we will be more than happy to help.

Why do I have to register?

We ask you to register so that we can keep all your designs and files in a safe password-protected area, which also remembers your choices so if you have to rush out all of your current choices and jobs in progress are automatically saved so you don’t have to worry about losing your work. Also you can see your history print invoices etc.. and no one else has access apart from you. PLUS we want to tailor our services to your needs and develop a long and happy relationship with Express Print.

How do I create an account?

To create an account click “Register” at the top right of the screen. You will be brought to a new screen where if you type in your postcode we will find your address then all we need is your name, email and telephone number. We do not inundate you with marketing and you can change your preferences in your dashboard but this allows us to get in contact if needs be. Once you have registered, you’ll be able to order and upload your pictures and documents to your Files & Images folder.

What information do you store about me?

Yes, please read our Privacy Policy which explains what we store and how we use it.

What is my Dashboard for?

This is your personal control panel: Review your entire history, orders, basket, templates, saved designs, change your details, messages, invoices and store your files and images.

Delivery

What delivery options are available?

We offer various options of delivery, all of which vary on price, so the choice is up to you. You can wait a while and reduce cost or if you need it turned around in time to meet your schedule choose our Xpress service. On the order preview page you will find your delivery options available and all highlight what day your job will arrive to put your mind at ease. Note: Products can vary on turnaround dependant on their complexity but we offer 24hr dispatch on all popular products.

Service Levels:

  • Stand By = 7 working days
  • Normal = 4 working days
  • Xpress = 3 working days
  • Next Day = 2 working days (despatched within 24hrs)

You can also choose:

  • Standard Delivery
  • Premium Delivery Before Noon
  • Premium Delivery Before 10am

The price of our delivery depends on the weight, size and option chosen of your order and is automatically calculated. In unusual cases we may contact you regarding the price of delivery if it is not within the mainland of the UK.

I need to change the delivery address, but I've already placed my order, what shall I do?

If you need to change the address you want your order delivered to, we can usually do this at any time while your order is ‘in progress’. If you contact us straight away to provide an alternative address we can normally sort this for you. Please note we may need to charge a fee for this service but will let you know any costs prior to making any amends. If the order has already been completed then it will be too late to change. 

Can I deliver to a different delivery address?

Of course, you can deliver to any address in mainland UK online. When you checkout, you can choose to deliver to your invoice address, any alternative from your Address Book, or you can enter a new delivery address. If you would like to send your product further afield then please contact us and we can see what we can normally sort that for you.

How much is delivery?

Delivery is calculated by parcel weight and size of your total order. You can get a quick estimate by adding an item to your basket, following the order process and our system will automatically work out delivery cost for you.

What days are deliveries made?

Delivery days are Monday to Friday, excluding public and Bank Holidays.

How is my order shipped?

Your order will be delivered by one of our preferred courier partners. We only use couriers whom publish an on-time performance of 99%. But if you are still concerned because the product contains confidential information or it has to be there for a certain time please contact us. We can normally organise a dedicated vehicle alternatively use one of your preferred delivery methods. 

Note: All courier deliveries require a signature as proof of delivery so please choose an address where someone is likely to be during the day i.e. work address.

How long will delivery take?

You have a variety of options available at the ordering stage as mentioned above in what delivery options are available? But we’ll work as quickly as you want us to. Each item has a guaranteed fast turnaround – add your desired product to your basket and the turnaround options will automatically become available. Choose the service level you need, which sets how quickly we work – our Next Day Service is fastest. If you’re not in a rush, save money with our Stand By service.

How long will delivery take?

You have a variety of options available at the ordering stage as mentioned above in what delivery options are available? But we’ll work as quickly as you want us to. Each item has a guaranteed fast turnaround – add your desired product to your basket and the turnaround options will automatically become available. Choose the service level you need, which sets how quickly we work – our Next Day Service is fastest. If you’re not in a rush, save money with our Stand By service.

Can I pay extra to get my order faster?

Once your order has started production it may not be possible to speed up the production time. However, if you contact us we can see what we can do but this may incur an additional charge. That we will notify you about prior to making changes.

What happens if I'm not in when the courier tries to deliver?

Our couriers will leave a note to say that they have tried to deliver the package. They will then try to deliver again for the following two days. If they are unable to deliver on the third attempt the package will be returned to us. For which there will be a charge for re-delivery. Please put a delivery address down where someone may likely be i.e. business address etc…

Can I collect my order?

If you are local to West London, you can arrange to collect from our offices. Please tick this option when placing your order.

How is my order packaged?

Your order will be despatched in unmarked (blank) boxes. There will be a label affixed with a product title and a quantity per box. Although, it is a requirement of our carrier that a code will appear as the sender on the shipping label.

Where is my order?

From the top right of the Homepage “Sign in” to your account and click on the “Orders” tab at the top. You’ll see “Your Orders In Progress” and from here you can track your product. Click the link and you’ll see where your consignment is.

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