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We understood that you may have questions about our products, services and processes, so here you will find a list of commonly asked questions to help with your experience. If you don't see your question answered, please feel free to contact our friendly team for assistance. 

Q: Can I speak to someone about what I want?
A: Yes, of course, we are open from 9:00am – 5:00pm Monday to Friday and you can call us at any time during these hours. Weekend queries are usually dealt with on Monday morning.

Q: I cannot find what I am looking for on your website – can you help?
A: Certainly! Just let us know what you’re looking for. We offer thousands of products with new products coming in daily so, unfortunately, it is not possible to display the full range on our website.

Q: Do you have a catalogue of your products available?
A: We have several catalogues for you to view, none contain all of the products we can source, but they do give you a good idea of the range of products available.  Just ask our sales team to mail one out to you.

Q: Do the prices on the website include VAT?
A: The prices online exclude VAT. Some of our products are VAT exempt, such as biscuits and tea bags, so if this is the case this will be displayed on your quotation.

Q: I’m a charity - do I need to pay VAT?
A: If you’re a registered UK charity, any VAT that you pay to us should be claimed back from HMRC.  Items such as paper labels, branded ribbons, clothing and pin badges are, we believe, VAT exempt for registered UK charities, but if in doubt, just ask a member of the sales team to clarify this issue for you.

Q: Why is there sometimes more than one delivery charge on my order?
A: Sometimes, if you order more than one type of product from us, we source them from different places. This means that two sets of suppliers will be shipping the goods to your chosen location(s) - and that means more than one delivery charge. If ordering multiple items, we will always look at a way of combining the delivery costs to save you money.

Q: Do the prices on the website include delivery?
A: Our website prices include delivery to one UK mainland address unless otherwise stated. For any other countries, please contact us. 

Q: Can I have a sample before I order?

A: Yes, but the samples will not be personalised to you. We always advise our clients to get a sample of their product to ensure the item is fit for purpose. Most of our samples are non-chargeable, but there may be a charge for more expensive items, or we may ask you to return to us after 30 days.  We will advise at the time of request, if the sample comes at a cost.

Q: How long will my order take?
A: At the time of enquiry, it is helpful to know if you have a deadline to meet.  Most of our standard products generally take 7 – 10 working days to be produced.  That said, we have a huge range of products that have a shorter lead time, such as a 24-hour service, 2-day, 3-day etc.  Don’t miss out and assume it can’t be done, ask the sales team if we can help.

Q: What are working days?
A: Working days are Monday to Friday and do not include weekends or bank holidays.

Q: How do I place my order?
A: There are two ways you can place an order.

1. You can request a quotation, which a member of our team will then respond to with a quotation – simply reply to this email confirming your requirements.

2. Call our team directly on 01782 571950 option 1, where you can then place your order over the phone.

Q: How do I pay for my order?
A: If you have a credit account with us, your order will be on account and become payable within 30 days from the date we issue your invoice. All first-time orders will be on a pro-forma basis unless otherwise agreed in advance of your order being processed, which means we cannot proceed to production until we have received payment.
You can then pay by the following methods:

1. By credit or debit card – by contact your account manager at AdGiftsOnline, they will send you a secure payment link. Please note there is a 1.5% charge on credit card payments.

2. By BACS/CHAPS – bank details are included on your invoice.

Q: Why am I being charged an additional fee for credit card payments, as the law has recently changed?
A: The recent change in legislation does not relate to B2B transactions, we are still charged on credit card payments therefore we do pass on this cost. For more information on this, please click here.

Q: When will I receive my confirmed delivery date?
A: Once you’ve approved your visual proof, a delivery date will be supplied within approximately 24-48hrs.

Q: Will I receive a notification once my goods have been despatched?
A: Yes, once we have confirmation that your order has been despatched, we’ll send you an email notification to let you know.

Q: If I have an issue with my order once received, whom do I contact?
A: We are here to help with any issues that might come up, and if they do, we want to resolve these for you as quickly as possible. Just get in touch with your Account Manager who will help you.

Q: How long do I have to contact you with any issues after delivery has been made?
A: Any issues or concerns must be raised with us within 30 days of your order being delivered.

Q: How do I send artwork to you/what format do I need to use?
A: Artwork can be emailed to us, either direct or using a file transfer system like WeTransfer or Dropbox.
Our ideal artwork format is a PDF or EPS file which is vectored with all fonts converted to outlines. We can accept other formats such as JPEGs or PNGs, however, there would be a cost to convert these files into a usable format – this cost normally ranges between £18-£35.

Q: Can I have a visual before I order?
A: Yes, you will need to send your artwork through in one of the above mentioned formats and we can create a visual. Please note that order proofs are prioritised over visuals so if your order is urgent, your account manager may advise against a visual. All orders will receive a proof for approval before going to full production.

Q: What is a screen/origination charge?
A: This is the cost for making the tool to print the ordered items with your artwork. As the printable areas may be different per product ordered, a screen charge would usually be applicable for each item. On repeat orders, your origination charge will be reduced and, in some cases, may be free of charge.

Q: Can you print Pantone colours?
A: Yes, we can, but please bear in mind the material you choose could affect the shade of ink. Some materials are darker, more translucent, or more absorbent than others. This all has an impact on the overall result.

Q: What is a Pantone or CMYK reference?
A: Pantone and CMYK are colour systems to help us define what colour inks to use for your order. Each colour has a unique reference, which we will ask for when you order. Without this reference you run the risk of the logo not being printed in the correct colour.  In the event of a customer not knowing their Pantone or CMYK reference, and not wanting to choose one, we will match by eye.

Q: Will I get an artwork proof before you print my order?
A: Yes, we always email a PDF proof before we go to print.