FREQUENTLY ASKED QUESTIONS

"Your prices are low, what's the quality like?" • How do I place an Order? • Are there any 'hidden' charges? • What forms of payment do you accept? • Can I cancel my order? • How much does delivery cost? • How will I know when my order has been despatched? • What should I do if my order doesn't arrive? • Will I have to sign for deliveries? • What happens if my order is lost or damaged? • What if I'm not satisfied with my order when it arrives? Terms and Conditions If you have a question that isn't dealt with here - don't hesitate to . Your prices are low, what's the quality like? We use only top quality paper and inks and each job is monitored for quality throughout. We make our savings by printing in batches and keeping our overheads low (we don't spend money on advertising or waste time chasing unpaid invoices!). The savings we make are passed on to you. Back to Top Are there any 'hidden' charges? Absolutely not. Our prices are 'fully inclusive'. There's no VAT to pay and even UK delivery is included in the price unless otherwise stated. If you are not providing your own artwork then you'll need to add an Artwork Charge, but that's all. Nothing else. Back to Top How do I get a quote, or place an order? Simply download our Order Form / Quotation Request, fill it in and post or fax it to us with your payment. If you are unsure of the cost, send the form without payment and we will confirm the price. We will commence your job once payment has been made. If you have any difficulties or require something a little different - send us an or give us a call on 07813 449521 between the hours of 10am - 4pm Monday to Friday - and we'll be happy to help. Back to Top What forms of payment do you accept? CHEQUE (payable to keithjones.net) POSTAL ORDER (payable to keithjones.net) CASH (callers or Registered Mail only) PAYPAL (we send you an invoice which you can pay securely online) DEBIT/CREDIT CARD (we send an invoice which you can pay securely online BANK TRANSFER (details on request) Back to Top Can I cancel my order? You may cancel your order at any time before we have started work on it without incurring any costs. You can still cancel your order after we have begun to work on it but we will charge for all work carried out, materials used and Credit/Debit card processing fees that we have incurred (we normally absorb these fees). To cancel your order, please email us with a copy of the Order Confirmation email and a brief description of the item(s) you wish to cancel. Back to Top How will I know when my order has been despatched? We automatically send you a Despatch Notification email when your order has been despatched. This email includes details of your order and the likely delivery date. Back to Top What should I do if my order doesn't arrive? If your order has not arrived by the working day following the day we send you Despatch Notification, it may be that our couriers are having difficulty finding your address or that they have returned your order to their depot because no one answered when they attempted delivery. In this case please ask us to investigate. Back to Top How much does delivery cost? Unless otherwise stated, all our prices include UK mainland delivery. Deliveries are made by courier between 9am and 5.30pm Monday - Friday (not including Bank Holidays). Delivery to offshore addresses and Northern Ireland are charged extra. Please contact us for an exact delivery cost if you require delivery to an offshore address. For deliveries to remote areas allow at least one extra working day. Back to Top Will I have to sign for deliveries? Yes. Apart from small orders, which are sent by Royal Mail, all deliveries are made by courier. A signature will be required before the courier will release the parcel to you. By prior arrangement only, deliveries can be made to a neighbour's address or left in a secure place that you have nominated. Back to Top What happens if my order (or part of it) is lost or damaged? Our courier has high level of service and reliability. They regularly deliver 99.9% of all parcels on-time and undamaged (nearly 1 million parcels a day). Every consignment is barcoded and tracked with an advanced tracking system. This prevents all but a very few deliveries from ever being lost. If your order is accidentally routed to the wrong branch, delivered to the wrong address or misplaced, it should be possible to find it relatively quickly. However, there's always the possibility of an order being permanently lost. If this ever happens, after we've carried out checks to ensure the order cannot be found, we will re-print your order as quickly as possible and despatch it again, with no charge to you whatsoever. All we need is a written statement from you, to aid us in making a compensation claim for the missing items/order. Back to Top What if I'm not satisfied with my order when it arrives? Once your order arrives, you have 7 working days to notify us of any faults with it. Due to printed work having no residual value, we regret you cannot return an order unless it is clearly faulty and none of it has been used. If your order has clear faults please email us with full details and we will send you a Returns Number. Do not return anything without a Returns Number. Once you have obtained a Returns Number, pack the faulty work carefully (see "Important" below), enclose a covering letter and a copy of the Order Confirmation email you received when you placed your order. We will arrange for the faulty work to be collected by courier from the delivery address. You will not be charged for this unless we find no faults with the work. Important: we will only provide a refund under the terms of our guarantee - and only after we have received the work back in good condition and carried out our checks on it. You should therefore make sure that the work is packed safely before it is returned. Because we arrange for the collection of faulty work, our insurance provides cover for loss or damage in transit - but we will not accept liability for missing parcels or damage caused in transit, for work that has not been properly packed. Please don't hesitate to if the answer to your question does not appear in our FAQ Back to Top