- What are my payment options?
- My payment failed. How can I fix this?
- I have more that one item in my shopping cart. Why do I pay fast turnaround costs per item in my cart?
- Can I place an order via email?
- How do I choose a different delivery address when placing an order?
- What does the order status in my account mean?
- What is the difference between the basic artwork check and thorough artwork check?
- Why do I receive a digital print proof?
- Can I order other quantities than stated on the website?
- I haven't received an email update/order confirmation. Did I do everything correctly?
What are my payment options?
Helloprint offers several payment options. The fastest and easiest way for both you and us, is a payment with your credit or debit card or via PayPal. This way the payment will be made immediately and comes directly to us. We can then immediately start with checking your artwork. Once your artwork is approved, we'll take your order into production. That's why ordering with Helloprint is hassle free!
My payment failed. How can I fix this?
In this case it's best if you can firstly try a different payment method if possible. If this is not possible, we'd recommend you to then call us and speak with our customer service team on 0203 095 2908 or email us through our contact page. Our phones are always open during office hours and our staff will be happy to help you complete your order. Your payment could have failed for a number of reasons which can make it difficult to determine where the problem lies. We'll always try our best to help and we'll always find a solution!
I have more that one item in my shopping cart. Why do I pay fast turnaround costs per item in my cart?
We want to give you as many options as possible for your order. Turnaround costs apply per item in your shopping cart because you can then choose to have one item produced faster than the rest of the items in your shopping cart if needed.
Also, some of our products are printed in different locations as we have different print shops in various locations for trade purposes. For this reason, some items may be produced and shipped separately. This setup also allows us to send each item to you as soon as it is finished printing. Otherwise, we would have to wait for other parts of your order which might take longer to produce.
Can I place an order via email?
For the best and most efficient results, we require all orders to be placed through our website. This allows us to receive all the details of your order that we require, and minimizes any room for error.
How do I choose a different delivery address when placing an order?
You can add delivery addresses to your account on our website, which you can then select from in your checkout when placing an order.
What does the order status in my account mean?
Once you have placed an order, your order will progress through various stages, or statuses. You can see these changes take place by monitoring your order in your online account. You will see statuses such as 'We have received your artwork', 'Order in Production', 'Your order is shipped' and more.
What is the difference between the basic artwork check and thorough artwork check?
In your checkout you can choose either the free artwork check or the thorough artwork check. In the free artwork check the following items: the size of your artwork, if your fonts are embedded, text margin, the number of pages you've supplied compared to what you've ordered.
The thorough artwork check covers all these points and also the following: folding lines, resolution, colour profile (CMYK or RBG), unwanted borders or frames.
If there is a small problem that we can easily fix within a minute or two, we will do this for you quickly for free! If there is a concern raised from either the free or the thorough artwork check, you will be notified by email about this problem so you can correct the problem and then re-upload your amended artwork. Please note that sometimes this can sometimes cause a delay in your delivery date if your artwork is not correct.
Please note that the thorough artwork check is not a design charge - we always require artwork to be supplied as you want it printed. We can not alter text, imagery or designs.
Why do I receive a digital print proof?
We usually use digital proofs to either show you how your finished product will look when printed, or to highlight any potential quality issues. If we do supply you with a digital proof, we require acceptance of this before commencing to print. Once approval has been given, this is cannot be reversed. When you approve a digital proof, you give your approval for us to proceed with the printing of the shown artwork for your order, regardless of any potential problems, so please check any digital proofs carefully to make sure you are happy with the quality and the artwork in the digital proof.
Can I order other quantities than stated on the website?
At Helloprint, we offer the quantities shown for each product because that's the quantities we can offer the best prices for. If we were to deviate from these quantities, it would often cost more than the next quantity offered. If you really need an exact amount that is between two quantities offered, the only option is to combine smaller quantities to get an exact quantity by adding more than one item to your cart, or just simply choose the next quantity offered.
If you are wanting a quantity that is larger than the quantity offered on our website, you can either add the smaller quantities to make up the number you'd like, or simply request a quote for the larger quantity required.
I haven't received an email update/order confirmation. Did I do everything correctly?
Once you have placed an order, you should then receive an email confirmation of your order with your unique order number. After that, you can always check the status of your order by logging into your account on our website.
Here you can see if there is any action required for your order, or if your order is already in production. Your email might have accidentally gone into your junk mail folder so please check that just to make sure. If your order status hasn't changed for longer than expected, please contact us so we can look into this for you.