FAQ's
Frequently Asked Questions - BuyPromoProducts
We have gathered together the most common questions from our clients:
Why should I use Buypromoproducts instead of other merchandise companies?
We have been in the print and promotional merchandise industry for over 20 years, so we know a thing or two about our products and printing techniques! We are passionate about promotional products and love nothing better than working with our clients on unusual projects, which is why we outperform our competitors.
Our extensive range includes over 50,000 products that we can expertly brand with your design and message.
We also put our customers at the heart of our business taking time to listen to your business needs so that we can recommend tailored solutions.
Who do you supply?
- Universities - everything from freshers week gifts to graduation bears
- Agencies - working on new product activations and launches, we specialist in sourcing completely bespoke high volume merchandise
- Event organisers - whether it is for a conference or a festival, our range of giveaways is unsurpassed
- Procurement Managers - looking for internal gifts for staff recognition or thank you gifts for clients
- SME's - Looking for promotional gifts to kick start their business
- PLC's - Needing support with large scale projects
How do I contact you? Are you available to talk to right now?
We are in the office from Monday to Friday 08:30 am to 17:30 pm, just call us on 0333 1234 414 We are frequently in the office outside of these hours and we will answer your call if we are available. If you wish to contact us urgently; then please email [email protected], we monitor our emails out of hours and will get back to your as soon as we are able.
Delivery & Lead Times
How quickly can I get my promotional products?
Standard tunaround is 7-10 working days from final artwork approval and receipt of payment if it is a pro forma invoice. Express options are available on many items for 2-5 day delivery if you're working to a tight deadline.
Can you delivery to multiple addresses?
Yes, we are able to deliver to multiple addresses as part of our service, we would just need an excel document detailing the recipients and we will then prepare a quotation and organise this for you.
Do you ship internationally?
We can (and do) offer international fulfilment, we have the experience and infrastructure in place to ensure that all the relevant documentation is completed effectively, so you can relax knowing it is being dealt with by a team of experts. We have delivered to client across EU, US, Europe, North America, and Asia. - Restrictions may apply to certain products being shipped outside of the UK and Europe, we will ensure you are informed if this is likely to affect your order.
What are your delivery rates?
Delivery rates are calculated by shipment weight and volume, this will be detailed on your quotation, for international orders, this may vary depending on the courier used at the time.
Ordering and Customisation
Who Can order promotional products from you?
We work with marketing teams, event organisers, universities, schools, SME's PLC's, charities and procurement managers across the UK and internationally. Whether you need 250 pens or 10,000 branded tote bagss, we'll tailor the order to meet your needs.
What artwork formats do you accept?
We accept vectorised eps files, hi res pdf's or ai files, we can't use jpeg's or png's for print purposes as these are not an editable format, if your artwork isn't available in the correct format, we do offer an artwork redrawing service which is £30.00 excluding VAT for each logo.
I’m looking for something specific and I can’t find it on your website, are you able to source this for me?
Yes, of course, our expertise and knowledge in sourcing products from around the globe means we are generally able to source it for you. Just speak to one of our friendly team and let them know what you would like. We are continually adding new promotional merchandise to our site so you will regularly find new products.
How are my products branded with my details?
In the first instance you will need to send us your artwork, if this not available or you wish to have something designed, our creative team are on hand to assist. We will need your artwork preferably a vectorised eps file, hi res pdf or an ai file, jpeg's and png's are not an editable format so we are unable to use these for print purposes. If you are using Photoshop please ensure that the file resolution is a minimum of 300 dpi and preferably supplied larger than the finished size.
If you are unsure about your artwork our creative team of graphic designers will be happy to advise you. Artwork is generally free of charge up to and including 3 amends. If you require detailed design work and additional changes this may be charged at £50.00 per hour.
Will the colours match my corporate branding?
You will need to supply us with the Pantone reference numbers of your corporate colours. However, please be aware that whilst your pantone numbers will be matched to as accurately as possible, these will vary slightly depending on the substrate they are printed on.
My logo contains halftones, how will these be reproduced?
We would always ask to see your artwork before advising on the best method of reproduction, some items will not lend themselves to a halftone because of the print method, however most products are now available with a full colour option, giving more opportunity to closely match this.
How can I be sure my artwork will be reproduced and sized exactly as the original?
Our graphic design team are highly experienced in replicating artwork, and you will always receive a free visual for your approval before manufacturing takes place. If at this stage you are not happy we will happily make amendments. Our client’s satisfaction is of paramount importance to us.
Why am I being charged origination?
Origination is the costs applied for screens, dies and templates used for customising your products. If the item is screen printed in spot colours there will be a cost for each screen. We will always make you aware of the origination costs before you finalise your order.
Can I see a sample before placing a large order?
Yes, We can provide pre-production proofs or samples so you know exactly how your logo and branding will look. We want you to be happy with your promotional items and we will send you a plain stock sample of the product so you can see it beforehand. Samples are chargeable at standard rate postage and packaging fully redeemable against subsequent orders.
Will I receive a final proof before my order goes into bulk production?
Yes, you will always receive a final proof for your approval, which will detail the size and the layout, the pantone reference numbers to be printed which you will need to approve before your order goes into production.
What customisation options do you offer?
Most products can be printed, engraved, embroidered or embossed depending on the substrate, Our account managers will guid you to the best option for your logo and campaign.
How do I pay for my promotional items?
New orders and orders under £500.00 are via a pro-forma invoice, these can be paid by debit card, or credit card, please note that when paying by credit card a 2.5% surcharge is applied. After your third order, subject to credit checks, we will open an account for you and our standard terms of 30 days from invoice date will then apply.
How do I cancel my order?
Once your order has gone through to the pro forma or final invoice stage, if you choose to cancel your order there will be a £25.00 admin fee and a restocking fee if your goods have already been despatched from the warehouse. We do not accept refunds for any printed product on our website unless it is damaged, faulty or has defects in the material. due to the personalisation as these cannot be re-sold. Any refund will be made within 30 days of Buypromoproducts receiving and checking the returned goods. If the products are deemed damaged and / or unsaleable then the goods will be returned and no refund will be applicable.
Are the prices on the website fixed?
Prices on our website are guide prices, we reserve the right to alter designs or prices of products and conditions of supply without notice, but you will be informed before the order is accepted. If the price of the goods you have ordered has changed, the order will not be processed without your consent. For the most up to date prices please call an Account Manager on 0333 1234 414.
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Lines open 08.00 – 17.00, Monday to Friday
0333 1234 414
[email protected]
2 Saint James Ct,
Sandiacre
Nottingham
NG10 5NR
