If we get it wrong, we reprint it.

What this page covers

Every order here is printed for you, from your file, at the size and on the stock you chose. Nothing comes off a shelf and nothing can go back on one, so there is no return window in the usual sense. What you have instead is a reprint, and the rest of this page is about when it is free, when it is not, and how fast you have to tell us.

If the printing is wrong, we reprint it

If the piece is defective or does not match the file you sent us, we reprint it and you pay nothing. That covers the wrong stock, the wrong size, the wrong finish, color that is streaked or banded, printing that is out of register, cutting that is off, and a box that is short of the count you ordered. Shipping on the reprint is on us as well. If a reprint cannot arrive in time to be any use to you, we refund the order instead.

Tell us within three business days

Send us the problem within three business days of the box arriving. That window is short and it is not arbitrary: our printer gives us six business days from delivery to open a claim, and we need the first three to look at what you have, get the photographs together and file it properly. After three days we can still try, but at that point we are asking a favour rather than making a claim, so we cannot promise the answer.

Send photographs

Photographs are what make a claim work, so send them with your first message: one of the whole piece flat in ordinary daylight, one close-up of the thing that is wrong, and one of the shipping label on the box. If the count is short, photograph the stack as it sits in the box before you unpack it. And do not throw anything out until we have finished sorting it, including the carton. The printer can ask to see the order, and once it has gone in the recycling there is nothing to show them.

If the mistake is in your file

If the error came in on the artwork, a typo, last year’s service time, a logo that was too small to hold up at print size, a background that stopped short of the trim, then the printing is not defective and there is no claim to make. Tell us anyway. We will work out what went wrong, help you fix the file, and price the re-run for you before you commit to anything. The one thing we will not do is pretend it was a print defect, because that costs us the relationship with the printer that keeps your prices where they are.

When we designed it, the proof you approved is the file. If the mistake is one we made in the words or photos you sent us, we reprint it at no charge: tell us within three business days of the box arriving, using the link in the email that told you your order shipped, with photographs. If the mistake was in what you sent, the re-run is priced the same way as any file error.

What is not a print defect

Color that shifts because the file was built in RGB rather than CMYK. Color that does not exactly match a previous run, your screen, or a Pantone chip: presses are not color-matching machines and we do not sell color matching. Images that print soft or pixellated because the artwork was under 300 dpi at final size. A pen that will not write on a coated card, which is why connection cards are uncoated and guest info cards are not. An order that arrives after the Sunday it was for, when it was ordered with less time than production and shipping actually take. A parcel refused at the door, or one sent to an address that was mistyped at checkout.

If the carrier damages the box

Once an order leaves the press it is in the carrier’s hands, and our printer’s terms put what happens in transit outside what they will reprint or refund. So a box damaged in shipping, a lost parcel and a late delivery are not print defects, and we cannot guarantee a reprint or a refund for them. Tell us anyway, within three business days of the box arriving, using the link in the email that told you your order shipped, with photographs of the box as it arrived and of what is inside it. We will take it up with the printer and the carrier for you and tell you plainly what they say, and we will price a reprint before you commit to anything.

Banner stands and other hardware

The stands and carrying cases that come with our banners and backdrops are sold as is. Our printer gives no warranty on hardware, so we can’t either. If a stand or case arrives broken, tell us within three business days of the box arriving, using the link in the email that told you your order shipped, and send photographs of the box as it arrived and of the broken part. We will take it to the printer while there is still time to claim. Whether they replace it is up to them, so we cannot promise it. The printing on a banner, backdrop or tablecloth is covered like everything else on this page. A reprint of a banner or backdrop is a new one, stand and all.

Cancelling an order

Printing starts quickly. An order with your own file usually goes to press the business day after you place it, and if you reply to your order confirmation email before then, we cancel it and refund it in full. An order we are designing can be cancelled by replying to your order confirmation email or to the proof: in full until we send the first proof, and after that for a refund less the design part of the price, until the approved design goes on press. Once it is on press nobody can stop it, including us.

How refunds are paid

Refunds go back to the card that paid for the order. How long they take to show up is between you and your bank, and it is usually a few business days.

How to tell us

Use the link in the email that told you your order shipped. It opens a short form that takes your photographs and already has your order number. If you can’t find that email, reply to any email we’ve sent you about the order and attach the photographs. One message with the pictures in it is worth three without them.