/Frequently Asked Questions
Frequently Asked Questions2018-07-22T22:09:25+01:00


Below you’ll find answers to several of the most commonly asked questions.

Can you design my artwork for me?2018-07-22T21:46:30+01:00

We certainly can! Our experienced graphic designers will work with you to ensure you get exactly what you want.

For more information, including pricing, please visit our Artwork Design Services page.

What methods of payment do you accept?2018-07-22T21:41:50+01:00

We use PayPal and Stripe to securely process payments. This means all major debit and credit cards may be used.

We also accept the cryptocurrencies Bitcoin and Litecoin.

Are there any charges for using a credit card?2018-07-22T21:39:23+01:00

There are no charges when using a credit card.

Do you store any credit card information?2018-07-22T21:38:56+01:00

No, although our site is secure and we have SSL in place, we do not store any credit or debit card details on our servers or databases.

Where can I get a copy of an invoice from a previous order?2018-07-22T21:38:10+01:00

Please email us hello@thesussexprint.co and we can arrange for a copy to be sent out to you within 24 hours.

How much does delivery cost?2018-07-22T21:36:53+01:00

Orders that are £75 and over: delivery is free for all UK mainland deliveries.

Orders under £75: a flat-rate of £4.95 for all UK mainland deliveries.

For all other deliveries such as worldwide and non-UK mainland, please contact us before placing an order so that we can provide a shipping quote.

Which shipping carriers do you use?2018-07-22T21:34:13+01:00

DPD or Royal Mail for domestic deliveries and UPS for international.

Do you ship outside of the UK?2018-07-22T21:32:42+01:00

We can ship to anywhere in the world, however, this is a special service and is not currently available online.

If you require shipping to an address outside of the UK, please contact us.

Can I upgrade my delivery to receive it any quicker?2018-07-22T21:31:25+01:00

Certainly, you can upgrade your delivery to one of the following timed deliveries:

  • Pre 10:30 am weekday will be charged at £20.00
  • Pre Noon weekday be charged at £15.00
What is the latest time for delivery?2018-07-22T21:30:48+01:00

Deliveries are scheduled between 8am and 7pm.

My order is due for delivery today but I won’t be in. What can I do?2018-07-22T21:30:17+01:00

On the day of your delivery, you will be sent an SMS message and/or an email with a time slot and we will ask you in this message if you’d like to move the delivery to another day.

If you do not receive this message, contact us and we will help you move your delivery to a day that better suits you.

What file types do you accept?2018-07-22T21:23:52+01:00

We accept a variety of different formats such as PDF, EPS, TIFF, JPEG, GIF and PNG.

If you are sending us artwork with a mix of graphics and photography, please provide us with a print-ready PDF. If you are sending any Photography, please ensure it is as high resolution as possible.

If you are sending over an EPS, please ensure that all the fonts are outlined.

Do you accept Microsoft Word files?2018-07-22T21:23:00+01:00

Unfortunately, Microsoft Word is not a print ready format, whilst it is fine for printing on a desktop printer, text and images can often appear very different when opened on other computers.

More modern versions of Microsoft Word can save files as PDF, a far more consistent file type. In order to do this, click File and then Save as PDF.

If there is no option on your particular version, there is an online tool that will convert your Word file for free zamzar.com. Please be sure to check the converted file thoroughly as elements of your design may move or change.

What is the maximum file size for uploading my artwork?2018-07-22T21:21:39+01:00

Our maximum size upload is 100MB.

My file is over 100MB how can I send it to you?2018-07-22T21:21:08+01:00

We would recommend WeTransfer as it is free to use and you can send files up to 2GB.

All you need to do is enter the email address you need to send the artwork (if you have not been provided with an email address, please send to hello@thesussexprint.co), provide your address, select your file, add a message (if you are sending artwork for a web order, quote the order reference in the message) and press transfer.

What are Trim, Bleeds and Safe Margins?2018-07-22T21:19:58+01:00

The Trim lines help indicate where the product is cut down to the desired size and refers to the end of the paper or finished size of a product.

The Bleed is the area to be trimmed and ensures that no unprinted edges occur in the final trimmed document.

The Safe Margin is the area between the text and graphics that are not meant to be trimmed.

I have ordered Spot UV, how do I let you know where to apply it?2018-07-22T21:19:08+01:00

We recommend using a program like Adobe Illustrator, creating a new layer called Spot UV‘ and indicating where you’d like it, using 100% Magenta to highlight the area.

Do you print in RGB or CMYK?2018-07-22T21:18:19+01:00

We print in CMYK. When providing artwork, the colour needs to be set as CMYK not RGB (RGB artwork will be converted to CMYK, as this could affect your colours).

How do I change my order?2018-07-22T20:37:08+01:00

To change your order, please contact us and quote your order number.

Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however, we will always do our best to change the order as late as possible.

I’ve uploaded the wrong artwork what shall I do?2018-07-22T20:36:22+01:00

To edit your artwork, please contact us and quote your order number.

Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however, we will always do our best to edit the order as late as possible.

Can I change my order shipping address?2018-07-22T20:35:19+01:00

You can change your shipping address before the order is dispatched; it is sometimes possible to change the address during transit. Please contact us to arrange this (if possible).

If you have moved and want to change your delivery address for future orders, please log into Your Account. In the ‘Addresses’ section you will be presented with all your saved addresses. Click Edit Address and when ready, press save.

Your address will now be saved for all future orders.

How do I cancel my order?2018-07-22T20:32:55+01:00

To cancel your order, please contact us and quote your order number.

Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however, we will always do our best to cancel the order as late as possible.

How do I track my order?2018-07-22T20:31:48+01:00

You will be sent a tracking number by email when the order is dispatched. The email will include a link to the tracking area on the DPD website.

My order has not arrived. What do I do?2018-07-22T20:30:36+01:00

The first thing to do is check the courier’s website. It may be that they have tried to deliver your order and you were not in. They may have left your order in a safe place, or left it with a neighbour. The website will tell you in the tracking section what has happened to your order.

If you are still unable to locate your order, please get in touch with us.

What if I’m not satisfied with my order?2018-07-22T20:28:54+01:00

Please email hello@thesussexprint.co to communicate with customer services. Please remember to include your order number.

Our customer services team may ask for pictures to get a better understanding of the issue.

Still have questions?

No problem, please get in touch with our friendly team and we’ll help you in any way we can.

We’d also like to hear any feedback you may have, whether positive or regarding areas needing improvement.

Get in touch