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FAQs

We have put together some answers to our most frequently asked questions – but if you can’t find what you’re looking for, please feel free to give us a call.

Ordering

Ordering through our website is the best way, however, you can email us with your order if you prefer. Please ensure you provide us with sizes, finishes, quantities, artwork(s) and a delivery address. 

You don’t stock the product I need; can you still help me?
We can source most print products, so, yes just drop us an email on sales@sumographics.co.uk with your requirements and we will see what we can do.

BILLING AND PAYMENTS

All prices exclude VAT where applicable.

All orders must be paid in full prior to production.

For online orders we accept credit/debit cards (Visa and Mastercard). If ordering via email/telephone we can accept bank transfers although funds must be cleared before we are able to begin production.

If we take your payment details over the telephone we will securely destroy any card details you give us once the payment has been processed.

Paid invoices will be sent via email to customers that have already paid for their order.

ARTWORK

We supply a number of Indesign, Illustrator, EPS and PDF templates for most of our products for you to use. These can be downloaded from our website.

We recommend leaving at least 60mm space in from the edge of your design for important content such as text or images. If you require a specific distribution or placement of eyelets please let us know and we will do our best to accommodate you.

We kindly ask you to send all your artwork files via our artwork upload service. This ensures that we receive your artwork and prevents delay.

Whilst we prefer you to send your artwork files this way, if you have another service such as Dropbox, Filemail or Transfer Now then you can send your artwork files this way. If you do use Dropbox you will need to share a download link to your files/folder. You can find out how to do this via Dropbox.

Links from WeTransfer will remain active for one month. After this the link will be deleted. Unless you specifically ask us, we will not keep your files on record.

We will do our best to supply you with a sample. Please bear in mind there may be an additional charge and it will delay production.

It depends. Some colours that you see on screen are impossible to match when printing due to the fact that the screen is RGB colour spacing and the printers use CMYK. Whilst we cannot print Pantone colours on signage themselves, we will try and match them as closely as possible.

Absolutely, we can offer a design service at an additional charge.

If your artwork has been supplied in an editable format (such as outlined text etc) we may be able to make changes. If you require substantial changes, there may be an additional charge, but we will let you know in advance.

If there is anything wrong with your artwork and we can not use it for production we will advise you of this as soon as possible to see how you would like to proceed.

Please note: we cannot be held responsible for issues arising from artwork that is incorrect such as spelling mistakes, grammatical errors, RGB colours, overprint, resolution, missing fonts and missing images. To avoid these issues please ensure your files meet our artwork requirements.

If an artwork size is different to the ordered size, the ordered size will always take precedence. We will do our best to check with you any discrepancies we find during pre-flighting. This includes low image quality, although we cannot be held responsible if the artwork is supplied in such a manner and isn’t suitable for your needs.

You can on request. If you are supplying print-ready files they should be good to go, but if you would like to see a pdf proof please let us know. Please note this may delay the turnaround time.

We prefer pdf, but can accept most formats – jpeg, png, tiff, eps, ai etc.

DELIVERY

Standard turnaround is 3-4 working days, but we can offer an express option on some products. Our turnaround time starts when your order details, payment and artwork have been received and confirmed (Monday to Friday 9am – 5pm). Please note some products may take longer than the standard turnaround time.

Sometimes. This will depend on the size and type of the order and may be subject to additional charges. Please contact us on sales@sumographics.co.uk

Yes, we can delivery to more than one address although each address will be subject to its own delivery charge.

Yes, all of our consignments will be sent out under plain label. No paperwork or delivery notes will be included either.

Yes, we can deliver to any UK address.

Please make sure that you sign for your order as damaged otherwise it can be very difficult for us to claim back from the courier and resupply you with replacement items.

FITTING

Unfortunately we do not offer a fitting service.

AFTER-SALES

If you have a query please either give us a call on 01392 315 691 or email sales@sumographics.co.uk.