Home > FAQ's

FAQ's


    Product choice and branding options
  1. Are all branding methods on the website?
  2. What is the minimum quantity I can order?
  3. I know what your minimum order quantity is... but can we get a lower quantity?
  4. How many colours is this product available in?
  5. Can I order plain products?
  6. How many colours can I print on this product?
  7. What colours can you print on my chosen product?
  8. What is a pantone colour?
  9. What is the difference between a solid spot colour print and a full colour print?
  10. Can I print 4 (or full) colour process?
  11. What is the difference between digital printing and 4 colour process printing?
  12. Why can't we print outside the print area?
  13. We want one product but three different designs - is this possible?
  14. The item I want has been discontinued?
  15. I have seen this product on a competitor's website, can you supply this too as I cannot see it on your website?
  16. Can you supply this pen, I have the product code?
  17. Can I print in two positions and does this affect the price?

  18. Quotes, samples and visuals
  19. How long before we receive a response to our emails?
  20. Would it be possible to get the price down a bit more?
  21. Do we give a trade discount?
  22. Can I see a sample?
  23. Do we charge for samples?
  24. Can I see a printed sample with my logo on?
  25. Can we see a visual of the products we require?

  26. Artwork and origination
  27. I haven't got any artwork can you help me?
  28. What format do you need the artwork in?
  29. How do I supply artwork?
  30. Our logo consists of tints and half tones - will this come out OK?
  31. What is your origination charge?
  32. Can you print from a photograph?
  33. Do you have a template for artwork?
  34. What is Origination and 'Repeat Origination'?

  35. Order process
  36. How do I place an order?
  37. Do I have to sign the Proof form?
  38. Why does the proof not look like the original visual I had?
  39. How do I know it will be printed correctly?

  40. Lead times and delivery
  41. What is your quickest turnaround time?
  42. What products do you have on Express lead time?
  43. How long does it take once I've ordered my products?
  44. Do you deliver worldwide?
  45. What product lead times are affected by the Chinese New Year?
  46. What is the lead time from China?
  47. What is the delivery lead time on standard orders?
  48. Can I get a POD?
  49. Which carrier do you use?
  50. How much is delivery?
  51. When is my delivery date?

  52. Payment
  53. What payment methods do you accept?
  54. What are your payment terms?
  55. Are there any extra charges?
  56. Can I open a trading account with you?
  57. Do you give discounts to charities?
  58. Do prices include VAT?
  59. Can I have a copy invoice?
  60. My company's headquarters are based in the USA where the order is to be billed to, will we have to pay VAT?

  61. Miscellaneous
  62. What do you mean when you state 'unders & overs' in your terms & conditions?
  63. My question isn't listed here - can you help me?


Product choice and branding options

  1. Are all branding methods on the website?
    All the branding methods we can provide are listed on the website, however, if you wish to know more details or have seen that we do not offer something you may want please call our sales team on 01245 382600 who can find out more information for you.

  2. What is the minimum quantity I can order?
    We have detailed the minimum quantity on our individual product pages but it is always worth giving us a call if you want smaller numbers as quite often we can offer alternative products to enable you to get smaller quantities.

  3. I know what your minimum order quantity is... but can we get a lower quantity?
    The minimum order quantity can be reduced on some products but there is generally a surcharge for this which means on occasions it only works out a few pounds more to have the full quantity anyway, but where possible we would quote for a lesser quantity if it is possible on the product chosen.

  4. How many colours is this product available in?
    The product colours available are shown on our website, but sometimes colours are added to the range, we will always check with our suppliers if other colours are available.

  5. Can I order plain products?
    All products can be ordered plain ie. without print or engraving and prices are given on the product page.

  6. How many colours can I print on this product?
    This depends on the product chosen as not all products can be printed in with multiple colours. Speak to our friendly customer service team on 01245 382600 for more advice.

  7. What colours can you print on my chosen product?
    We can print any colour you require and you will be charged accordingly. We will need a pantone colour reference number (PMS) to give an exact colour match.

  8. What is a pantone colour?
    It is a universal colour match system which defines the exact colour you want printed based on a breakdown of primary colours. Every colour has a Pantone Matching System (PMS) reference number. This is a system used throughout the industry to ensure any printer can match colours specified by any designer. The designer who originally created your logo or the printer who prints your company stationary will probably have the eps artwork and PMS references.

  9. What is the difference between a solid spot colour print and a full colour print? A spot colour print is exactly that, a single colour print without tints or tones. A full colour print can be made from artwork using CMYK colours, ideal for multicolour logos or for a photograph finish.

  10. Can I print 4 (or full) colour process?
    We have a range of products that can be printed in 4-colour process (or full colour) - this type of print is ideal for printing photos rather than the solid colours used mainly for logos.

  11. What is the difference between digital printing and 4 colour process printing?
    Four colour process printing is made up of the four primary printing colours - Cyan, Magenta, Yellow and Black - otherwise know as CMYK. For example, the printing of colour magazines or other paper products that have a photograph that needs to be printed are usually made up of these colours. This means 4 printing plates have to be made for each colour. Digital printing is a new way of printing where your colour image is produced by computer and can be printed directly to the product in one go, so no printing plates are required for this. The difference between the two is that with a digital print it is not possible to get a 100% colour match as you can with the CMYK. The advantage for digital print is that it is much more competitive in price and is a quicker process, but it is not available on all products.

  12. Why can't we print outside the print area?
    Printing outside the printable area is not possible due to the machinery and clamps used on each of the products. For example, when a pen is clamped into a machine for pad printing the pen is held in by grips that hold the pen in place so that it does not move. Once the clamps are in place it only shows a certain area of the pen. There are many types of printing machines and different sized pens, so print areas will always differ. If we feel your logo or artwork will not fit on to your chosen pen, we would offer an alternative that we think would work for you.

  13. We want one product but three different designs - is this possible?
    Yes, this is possible but there is a minimum order quantity for each design. For example, some products will have a minimum order of 100, but to get three designs you would need to order 300. You would also need to pay three lots of origination charges for each design.

  14. The item I want has been discontinued?
    We would always check with our manufacturers and factories to see if they have old stock left first before offering you an alternative product.

  15. I have seen this product on a competitor's website, can you supply this too as I cannot see it on your website?
    Yes, if you send us a link or image by email to sales@allwag.co.uk, we will always try to find the product for you, or offer a very close alternative.

  16. Can you supply this pen, I have the product code?
    More often than not if a code number is supplied on a product we can find the product. But, if we couldn't match the exact product, we would try our best to get a very close alternative.

  17. Can I print in two positions and does this affect the price?
    Some products do allow or have room for a 2 position print, but this is subject to sight of artwork and the available print area on the product requested. Depending on the product required there can be an additional cost per position print and further origination / screen charges.

Quotes, samples and visuals

  1. How long before we receive a response to our emails?
    All email requests will be responded to within 24 hours.

  2. Would it be possible to get the price down a bit more?
    We will always try to get the best possible price for you, prices can sometimes be reduced when buying in bulk.

  3. Do we give a trade discount?
    We are not a 'Trade' supplier but we will always do our very best to supply a competitive price.

  4. Can I see a sample?
    Yes of course, we highly recommend this. Click here to see samples policy.

  5. Do we charge for samples?
    We only charge for samples if the cost is over £5.00 or we can loan them to you for a certain period. If they are returned to us we will not charge for the promotional samples. If you decide to keep the samples, then we will invoice accordingly. We do not send samples outside mainland UK.

  6. Can I see a printed sample with my logo on?
    This would be called a pre-production sample, which we can provide on high volume orders. You will need to pay for the products and the origination costs, although once you have placed your order you will not have to pay the origination charge again because the screen would have been set up already with your artwork.

  7. Can we see a visual of the products we require?
    Yes, we can supply visual mocks ups free of charge with no obligation, as this helps to give you an idea of how the product could look. This initial visual is not a final proof though - once you have ordered, we will always produce a final PDF proof that you will need to approve before going to print.


Artwork and origination

  1. I haven't got any artwork can you help me?
    We can set simple text for you for a nominal charge of £5.00. However, to re-draw a logo or design artwork from scratch we would price individually based on the designer's time. Suitable artwork is essential in order to supply your selected goods with a neat and clearly defined print. A business card or letterhead is NOT sufficient for final artwork.

  2. What format do you need the artwork in?
    We need the artwork ideally created in Adobe Illustrator, saved as an .eps file with text converted to Curves or Outlines. To ensure a correct colour match you must also supply the pantone reference numbers (PMS). You can e-mail your artwork to sales@allwag.co.uk or if it is too big to send, you can use our File upload in our 'Here to help' section on our website.

  3. How do I supply artwork?
    You can either email us sales@allwag.co.uk or upload using our Big mail file in the 'Here to help' section on our website. Your artwork needs to be supplied to us as an EPS file ideally created in Adobe Illustrator. This is the most universally acceptable file format for line printing. For multiple colour artworks, please ensure that each colour is on its own layer, as this will enable us to colour separate your artwork and make modifications if required. Additionally, each layer must be clearly labelled with its pantone colour reference and all fonts must be converted to curves or outlines before saving. Let us know if you are having problems supplying us with your artwork - our customer service team will be happy to help.

  4. Our logo consists of tints and half tones - will this come out OK?
    It depends on the printing process involved. It may be that the half tone or tint needs to be printed as a separate solid colour. We would suggest that you email us your logo so that our experienced customer service team will then be able to advise you on the best way to brand your items, give a more accurate estimate of the cost or give you an ideas list of products that your logo would work well on.

  5. What is your origination charge?
    An origination charge is a standard industry cost for the set-up of specific printing equipment used to produce your printed promotional product. Most products are screen-printed, which means that each print colour needs a separate screen manufactured (hence £35 per colour screen). Transfers are digitally printed on to clear sheets and then hand applied to each individual product. Laser engraving is a computerised process that requires specific programming to set up each order. With embroidered clothing there is a jacquard tooling charge, which is a specific tool a computer uses to create a map of your logo, it then follows this to embroider each bit of clothing. Foil blocks or die stamping are wooden blocks that are hand made with your logo applied in metal onto the block, this is then used as a stamp to imprint or create an impression on your promotional product.

  6. Can you print from a photograph?
    Printing from a photograph is possible on some products, this is usually a digital print but this is subject to sight of the actual photograph and how good the quality is.

  7. Do you have a template for artwork?
    We state the printable areas on all our products on the website but most templates can be provided. Email sales@allwag.co.uk or call 01245 382600 to request a template.

  8. What is Origination and 'Repeat Origination'?
    Origination is the cost of the set up of either the machinery or the silk screens. A repeat origination is a reduced cost set up if you have an exact repeat order. For example, if you have previously ordered with us and you paid £35.00 for origination and you want an exact re-print, the origination cost will be reduced to £20.00. Origination is still charged because although we have kept your artwork on file it is not possible to keep every screen as these are washed out after each order. There would simply be no room to keep the thousands of screens that are produced each year.


Order process

  1. How do I place an order?
    Once you have received your quotation and you are ready to place your order, you can either log in to your Allwag account and place the order online, or if you are a first time customer you will need to speak to one of our sales team who can arrange to take a pro-forma payment from you by either bank transfer or by credit or debit card over the telephone.

  2. Do I have to sign the Proof form?
    Proof forms can be signed and scanned back to us by email or you can digitally approve on line by logging into your account which is the preferred and quickest method. Call our customer service team on 01245 382600 if you would like help with this.

  3. Why does the proof not look like the original visual I had?
    Visuals are provided initially to give you a rough idea of what your chosen product could look like with your branding or artwork - THIS VISUAL IS NOT THE FINAL PROOF. The final proof is produced by the factory where your product is being printed. They then send this proof to our production team to check the design will work before we email it to you for your final approval.

  4. How do I know it will be printed correctly?
    After ordering, you will be sent an final artwork proof showing colour separations and logo layout. This proof will require your approval before the products are branded with your personalisation. We use the PMS reference numbers you gave us to ensure it is printed with the correct colour.


Lead times and delivery

  1. What is your quickest turnaround time?
    All products in our express section are available in the quickest turnaround time ranging from 24 hours through to 5 working days.

  2. What products do you have on Express lead time?
    There is a section for Express items on our website. Click here to view our express products.

  3. How long does it take once I've ordered my products?
    Most products are despatched within 7 working days from proof artwork approval and sign off. However, we offer an express service for those in a real rush! You will be able to tell by looking at the lead-time which is detailed on each product page and your personalised quote. If you are unsure, please contact our customer service team on 01245 382600.

  4. Do you deliver worldwide?
    Where possible we avoid the complications of arranging delivery overseas particularly when lead times are very tight and prefer to deliver to a UK address only. However, we are happy for you to arrange collection from the factory or we can give you a quote for delivery using DHL. Please note all overseas orders are taken on a pro-forma basis.

  5. What product lead times are affected by the Chinese New Year?
    Typically these are products that are not held in the UK such as pin badges, lanyards, trolley coins and USB Drives and other gadgets. There are some UK suppliers of these products although the prices work out a little more expensive.

  6. What is the lead time from China?
    This can vary on the products required but generally air freight can be 15-20 working days and sea freight from some areas of the Far East can be between 6 - 12 weeks. We would offer UK stocks if the particular product is made in the UK too, but costs can be much higher.

  7. What is the delivery lead time on standard orders?
    Once an order is sent out from one of our UK factories or our offices here in Essex the order will be on a 'Next Day' delivery service and will be delivered between 8.00am and 6.00pm. This excludes Ireland and any offshore Islands off the Scottish coastline along with some of the areas in the Scottish Highlands which will be on a 2 day carrier service. But please call our sales team if in doubt.

  8. Can I get a POD?
    Yes, Proof of Delivery is available usually within 24 hours of the parcels being delivered.

  9. Which carrier do you use?
    We currently use Interlink Express but we also have an account with FedEx.

  10. How much is delivery?
    This depends on the size and weight of the order which we include in our original quotation. In general, one box up to 15 kilos in weight will be approx £12.50 + VAT.

  11. When is my delivery date?
    Your delivery date cannot be confirmed until you have approved a final layout proof from our production team. Lead times do vary dependent on what product has been ordered.


Payment

  1. What payment methods do you accept?
    We accept cheques, online credit card payment via this website (but this incurs a 3% convenience charge which we also get charged by the bank), BACS transfer, cash or government debit card. Unfortunately we do not accept American Express.

  2. What are your payment terms?
    The first three orders for ALL new customers are to be paid on a pro-forma basis. Thereafter we are happy to send you an account application form to open a 30 day credit account for all subsequent orders which is subject to satisfactory trade references. Your credit limit will be set accordingly. Pro-forma requires immediate payment to process your order.

  3. Are there any extra charges?
    Origination is charged at approximately £35.00 per colour print (unless stated otherwise on the product page or the quotation). Embroidery jacquards are charged subject to sight of artwork. All prices are subject to VAT and delivery and will be added to your order. Please note you may be charged for converting your artwork if you do not supply it in the appropriate format. A price will be given to you before the work is undertaken.

  4. Can I open a trading account with you?
    Once you have had three orders with us on a pro-forma basis, we are happy to process an account application for all subsequent orders, which is subject to satisfactory trade references. You will have to complete and return an account application form for us to allocate a credit limit. Ask your customer service executive for the form to be emailed to you.

  5. Do you give discounts to charities?
    Please make sure that you state you are a charity when you first request your quote as we do give special prices to charities based on their needs. We would also need to discuss if you are VAT exempt.

  6. Do prices include VAT?
    No, all prices are subject to VAT additionally.

  7. Can I have a copy invoice?
    Yes, copy invoices are available on request from our accounts department.

  8. My company's headquarters are based in the USA where the order is to be billed to, will we have to pay VAT?
    Your order will only be delivered to a UK mainland address as we do not deliver to the USA, so VAT will be charged on the order as a UK delivery will be taking place.


Miscellaneous

  1. What do you mean when you state 'unders & overs' in your terms & conditions?
    Due to the quality control and nature of printing and the materials used, it is not always possible to judge the exact amount of products that will be produced and printed specifically for your order. Also we need to take into account spoilages and machine stoppages. Therefore, our terms and conditions state that your order is subject to unders or over of up to 10% meaning you could receive 10% more or less which will be charged directly to you.

  2. My question isn't listed here - can you help me?
    Please feel free to call us anytime on 01245 382600 or email us at sales@allwag.co.uk with your query and we will be glad to assist you. Or click on our online Live Help at the top right hand side of our website.

Copyright © 2015 Allwag Promotions Ltd. All Rights Reserved
Tel: 01245 382600 | Email: sales@allwag.co.uk
Copyright © 2015 Allwag Promotions Ltd. All Rights Reserved