FAQs · Promotique by Vistaprint

What is Promotique by Vistaprint?

It’s a place where businesses of all shapes and sizes can find the promotional products they need to attract attention. As a division of Vistaprint, you’ll enjoy great variety, no setup fees and quantities as low as one.
Can I use Vistaprint offers on the Promotique website, and vice versa?

Not at this time. Promo codes and special offers are not transferable between the two websites. Your offer details will tell you if your discount applies to Vistaprint or Promotique orders.
Do I have to order a minimum quantity?

If you’re looking for just one or one thousand – we’ve got you covered. Some of our products require a minimum order, but our 'no minimums' collection allows you to purchase only what you need. Just select the No Minimum Quantity filter at the top of our product gallery.
What is your satisfaction guarantee?

All of our products are absolutely guaranteed. Every time. Any reason. Or we’ll make it right.

We stand by everything we sell, 100%. So if you’re not satisfied with your order for any reason, neither are we. We’ll make it right – from recreating your order to refunding you in full. We’ll even cover delivery. Simple as that. Learn More
What if I’m not satisfied with my order?

Then we’ll do everything we can to make it right. If you’re not absolutely satisfied, call our Customer Care Team on 0800 496 0556 and let us know the situation. Then, we’ll recreate your order at no additional cost, credit your account so you can place a new order, or simply refund your money.
Can I use my Vistaprint email and password to sign in?

You sure can. The sign-in experience is the same for both websites.
Where are my previous uploads from Vistaprint?

Our Customer Care Team would be happy to transfer them over for you. Call us on 0800 496 0556 and we’ll help you out.
Where can I view my previous orders?

Just sign in to your account on the website you ordered from. Go to www.promotique.co.uk to view your Promotique orders, or vistaprint.co.uk to view your Vistaprint orders.
Can I cancel my order?

Yes, you can cancel your order as long as it hasn’t been produced yet. To cancel, just call our Customer Care Team as soon as possible on 0800 496 0556.
Can I change the details of my order?

As long as you contact us before your order has been processed, we’ll be able to make any changes you’d like. Just make sure to call our Customer Care Team as soon as possible on 0800 496 0556.
How do I get a VAT invoice?

Our Customer Care Team can help with that. Just call 0800 496 0556.

How long will it take to receive my order?

It normally takes 10 working days for your order to arrive with standard delivery (although it might be faster or slower depending on stock availability). In this time, we check your design and the final product to make sure everything looks ok. Below you can see the journey, from website to your doorstep.

1. Checkout

Pick your product, personalise, then order. We’ll email you the details, plus estimated arrival.

2. Review

Our designers will ensure your product looks its best. If we need to make changes, we’ll email you.

3. Creation

Now we create your custom product. The time can vary depending on stock availability.

4. Delivery

We ship your product. We’ll let you know exactly when it will arrive (plus you can track your order).

Need your product faster?

We offer express shipping on selected products. These take between 5-6 working days to arrive.
See all products available for express delivery.

At checkout, you can see all the delivery options available and the estimated arrival date for your product(s).
Will my order arrive in one go?

It depends on your order. Because we send your products as soon as they’re ready, you might receive items separately. If you don’t see all your products in the first package to arrive, expect another package to come with your remaining product(s). You can find all your tracking numbers in My Account.
Do you offer express delivery?

Yes, we do on selected products. You can check out all the Products with Express Delivery
What carriers are available?

We choose the carrier based on the products you’ve purchased, your address and the size and weight of your order. Though the option is not available now, our team is working to provide you with carrier options.
How will I know if my order has been sent?

We’ll tell you! Once your order is sent, the delivery method, estimated arrival date and other tracking details (if available) will be provided in your delivery confirmation email.
Which countries do you deliver to?

We deliver to most countries within the European Union (EU), except for the following:

• Hungary
• Lithuania
• Romania

Furthermore, we don’t deliver to these territories:

• Aland Island (FI)
• Buesingen (DE)
• Campione (IT)
• Canary Islands (ES)
• Cueta (ES)
• Faroe Islands (FO)
• Gibraltar (GB)
• Helgoland (DE)
• Livigno (IT)
• Melilla (ES)
• Mount Athos (GR)
• All European overseas territories
Do you deliver to the Channel Islands, the Isles of Scilly and the Isle of Man?

We deliver throughout the UK mainland. However, we’re not able to deliver to the Channel Islands, the Isles of Scilly or the Isle of Man.
Do your delivery speeds include production time?

Yes, all our listed speeds include the time it takes to print your order as well as deliver it to you.
Are the delivery times guaranteed?

When you add an item to your basket, we’ll ask you to choose a delivery speed. We’ll then let you know the estimated arrival date for your item – and that’s something we stand by. Sometimes bad weather or carrier delays can throw a spanner in the works, but if your order doesn’t get to you on time, contact us and we’ll make it right.
Can I arrange for my own courier or shipping provider to deliver my order?

We’re sorry, but because of our production process, we can’t accept special shipping requests.
Do you deliver to Army Post Offices (APOs) or Military Post Offices (MPOs)?

We’re not able to deliver to military addresses right now, but it’s something we’re looking to do in the future.
Do you deliver to PO Boxes?

It’s not something we do at the moment, but we’re looking at how we can do so in the future.

How do I track my order?
Once you’ve placed your order, you can easily track it on your Order History page. Here’s how to do it:
1. Sign in to My Account
2. Go to “Order History”
3. Check to see the status of your order. If it’s been shipped, you can track it using the carrier link (e.g. “Nacex: 123” or “RoyalMailUk: ABCD1234”)
4. Get a heads-up of when your order will arrive
What types of personalisation do you offer?

We offer several different personalisation technologies. The technology you choose will vary depending on your product, the finish you want and what you intend to use it for.

To make this choice easier for you, we’ve created a guide for you to compare the different personalisation technologies available.
Will my product look exactly as it does in the preview?

Yes, you can rely on the preview. Our advanced technologies ensure the preview is as close to the final product as possible. Very occasionally a small variation may arise, but this is picked up by a designer as part of our review process. We’ll contact you if we ever need to make a change to your design.
Can I get design help?

Yes. Just call our Customer Care Team on 0800 496 0556. They’re design experts and can help with any questions you have.
How does your complimentary design review work?

Our professional graphic designers review your order to ensure you get the best product quality possible. If anything needs fixing, they'll email you a few options to resolve the issue (usually within 24 hours). You can choose one of the options that we provide, or ask for changes. We can help with layout, text and background removal, embroidery issues, font style and more. Please note, some of our printing technologies don’t require a designer to check the customised product since the high-quality print appears exactly as per the preview.
What kind of file formats do you support for uploads?

Promotique supports a variety of file formats for uploaded designs:

Adobe Photoshop Image (*.psd)
Adobe Acrobat Document (*.pdf)
Adobe Illustrator Document (*.ai)
Bitmap Image (*.bmp)
GIF Image (*.gif)
JPEG Image (*.jpg,*.jpeg)
Microsoft Word Document (*.doc,*.docx)
Microsoft PowerPoint Document (*.ppt)
Microsoft Publisher Document (*.pub)
PCX Image Document (*.pcx)
PICT Image (*.pic)
PNG Image (*.png)
PostScript File (*.ps)
TIF Image (*.tif,*.tiff)
Windows Enhanced Metafile (*.emf)
Windows Metafile (*.wmf)
What is "resolution"? Which resolution should my image / photo be in for uploading?

Resolution refers to the number of dots per inch (dpi), or the amount of detail the image has. Higher resolution means a more detailed image, but also a larger file and a longer upload time. For best results with most products, your image or photo should be 300 dpi (dots per inch) at the final print dimensions. Simply increasing the DPI setting in a graphic program does not improve the resolution.

We want you to love the products you order from Promotique. If you are worried about how your uploaded artwork will come out, give us a call and we'll take a look.
What's the difference between CMYK and RGB?

Good question. These terms are thrown around a lot in the printing and graphics world, and it is important to understand the difference. CMYK (Cyan, Magenta, Yellow, and "Key," or black) are the ink colours used during the printing process. The term "key" is used instead of "black" because, really, this is a mixture of the cyan, magenta, and yellow inks; the resulting "black" can be minutely different from one printing company to another. RGB (Red, Green, and Blue) are the colours of light used by your monitor to display your document on-screen. Black is not listed because on-screen black is an absence of light. A mixture of red, green, and blue light produces white.

How does this affect me?
Any image you create on your computer should be created in CMYK mode. This will ensure that the colours you see on-screen will most closely match the final printed product. If you create your document in RGB, the colours in your printed product may vary slightly: many of the bright values produced by your monitor cannot be exactly reproduced in print.
A lot of digital images are JPEG files, and JPEGs are almost always in RGB.
Why do certain colours look different after they print?

There's nothing more upsetting than designing a product online, only to receive it and discover the colours aren't quite as you'd imagined. At Promotique, we understand.

Rest assured, we own a state-of-the-art printing facility that matches on-screen colours (RGB) to printed colours (CMYK) as closely as possible. We also have high quality controls and colour correction standards in place to ensure there is as little variation as possible, especially within a single product order.

We want you to be 100% satisfied with your order. If you're not, contact us and we'll put it right.

Order total	Standard delivery 10+ working days (ex. VAT)	Express delivery 5-6 working days (ex. VAT)
Orders up to £99.99	£2.99	£9.16
Orders £100-£199.99	£4.16	£10.83
Orders £200-£299.99	£5.83	£16.66
Orders £300-£499.99	£8.33	£20.83
Orders £500-£799.99	£16.66	£33.33
Orders over £800	£20.83	£41.66

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