FAQ's

Frequently Asked Questions

We’ve put together a list of the most common questions we get asked on a day to day basis here at Monarch Print. If you still can’t find the answer you were looking for, then please don’t hesitate to get in contact us on 01454 273 463 or email sales@monarchprint.co.uk

PRODUCTS

Q. Can I request a sample before I purchase? If so, how?

A. We offer samples to legitimate business customers only – Unfortunately, we cannot offer them to individuals.
To request a sample, fill out the form under the “Request A Sample” heading on the product page you would like a sample of.
However, if you don’t qualify for a sample, don’t panic. We offer digital mock-ups and photo samples of your design to all customers. These will be sent to you after you have placed your order.

Q. Do the prices shown include VAT & Delivery?

A. The prices online exclude VAT and delivery. Delivery varies between products and quantities for example; 24 mugs to a UK mainland address is £10. If you are ordering multiple items, we may be able to combine delivery charges. Once you add products to your basket, the postage and VAT will be added.

Q. Where can I see the dimensions/ materials/ age recommendations of the product I want to buy?

A. On each product page, below the product image, you will find the product description which contains all information on the product. If there is something you want to know that you cannot see on the page, please give us a call, or ask on our live chat and we will do our best to help.

Q. If I buy more of a product, can I get it for cheaper?

A. Yes, on most products we do offer price breaks for higher volume purchases. On each product page you can find the full price guide and the breakdown of savings.

Q. I want to place a large order, but the check-out says I have exceeded the maximum order quantity. What do I do?

A. For bulk orders please contact us via the contact form or email us at sales@monarchprint.co.uk.

Q. I want to place a small order, but the check-out says I have an insufficient quantity to proceed. What do I do?

A. On some of our selected items we will need to provide a quote for smaller orders. If you get the above error message, please contact us via the contact form or email us at sales@monarchprint.co.uk.

Q. What safety certifications do your toys have?

A. You can find a details of our soft toys safety certificate by clicking here

Q. How can I keep my product clean?

A. We have instructions and advice for the care and cleaning of our products listed here

DELIVERY

Q. How long will my order take to arrive?

A. Depending on the size of the order, our production time for printed orders is usually between 2-3 working days. For blank orders, this is usually 1-2 working days. Once production is complete, we dispatch via the shipping methods you have specified. Royal Mail recommends for standard 1st class delivery around 1-2 working days, and for 2nd class delivery around 5 working days.
Orders placed for the Courier service for delivery to England and Wales will arrive on the next working day from dispatch and will require a signature on delivery. For delivery to Scotland, please allow 2 working days, and for delivery to N. Ireland, please allow 3 working days.
Working days are Monday- Friday and do not include weekends or bank holidays.
** Please note that due to COVID-19 restrictions, we cannot guarantee delivery by a certain date as currently some delivery services are experiencing delays**

Q. I need my order as soon as possible. How can you make this happen?

A. We can offer a 24-hour service. You can find all of the information on this service here Please refer to the requirements and deadlines for placing your order with this service, to ensure the best outcome. Please note that we cannot offer this service over weekends, bank holidays or for delivery on a Monday.

Q. What delivery options do you offer?

A. Our delivery options can be found here and you will be given delivery options to choose from during check out.

Q. How is the delivery cost calculated?

A. Included with the base cost of either Royal Mail or Courier Delivery are the costs for packaging and labour of our distribution team.

Q. Where do you deliver to?

A. All of our shipping costs are calculated for delivery within mainland UK and N.I.

Q. What if I require delivery overseas?

A. Please get in touch with us if you require delivery outside of the UK and N.I.

Q. My order hasn’t arrived yet. Where is my package?

A. Please have a look at our estimated delivery times and check them against when you placed your order as well as the method you selected for delivery.
If you requested Royal Mail standard 1st or 2nd class delivery and you have not received your order within an appropriate time frame, please first check your local sorting office, even if you have not had a card through the door. If your order is not there, then please give us a call on 01454 273 463 or email at sales@monarchprint.co.uk. We can either refund your order or send a replacement.
If you requested Courier Service for delivery, you should have received a tracking number with your dispatch notification. Please check the tracking of your order with the courier first. If you experience any problems with locating your order, please give us a call and we can investigate with the courier company.
In the unlikely event of an order going missing that has not been able to be located, a claim will be opened with the courier to confirm that the consignment is irrecoverable, and we will endeavour to either refund the order or offer a replacement.
** Please note that due to COVID-19 restrictions, we cannot guarantee delivery by a certain date as currently some delivery services are experiencing delays**

Q. Can I arrange for a collection?

A. If you would like to arrange for a collection, please call us on 01454 273 463 or email sales@monarchprint.co.uk before placing your order and we will discuss your options.
** Please note that due to COVID-19 restrictions, we cannot guarantee collection at this time as we endeavor to keep you and our team safe**

Q. Can I get free delivery?

A. We offer free delivery on orders over £100 (exVAT). If you have recently placed multiple separate orders, or are planning to order more, please get in touch as soon as possible and we can look into grouping your orders into one delivery.

PRINTING

Q. What processes do you use for printing?

A. A list of our printing methods is available to see here. Our most commonly used processes are sublimation printing (for mugs and coasters), and heat transfer printing (for bear t-shirts and cotton bags).

Q. What size artwork do I need to give you?

A. In short, the bigger the better. On each of our product pages, we list the available printable area which we advise as the minimum size for artwork at a resolution of 300dpi. Our team of designers will scale the artwork appropriately to fit the product print areas without changing the orientation or stretching the artwork. If your artwork is as high resolution as possible, the printing on your product will come out looking clear and crisp.

Q. Is there a set up fee? Will you edit my artwork?

A. The set-up fee is included within the price of the product. We can do minor edits to artwork on request (cropping or colour changes for example) and we will only go to print upon approval of any amended or edited artwork. If multiple changes or edits are needed, we may charge for the additional time required of our artwork team.
Any spelling or grammar mistakes in requested text will not be edited or corrected – text will be printed as provided by the customer and will be the customers responsibility to check before sending. Although, if we do think anything is wrong, we will do our best to check with the customer.

Q. Can I see a mock-up of my artwork on the product?

A. Yes, digital mock-ups are available upon request after placing an order and are included with our printing services. If you are placing a large order, we can also offer a photo of the first printed unit of your product so you can see it come to life.
If you want to change something in your artwork after receiving a digital mock-up, we will be happy to update the mock-up with the new image.
If you would like more photo samples prepared for different versions of your artwork before confirming your order, we may do so for an additional charge.
We will only begin processing an order once we have approval of a requested mock-up. For larger orders we will prepare a mock-up without request. Please factor this into our processing and delivery times.

Q. My artwork isn’t uploading when I try to place an order for a printed product. What do I do?

A. First, double check the artwork requirements and make sure that the artwork you are trying to send is one of the accepted file types. We can accept artwork as a jpg, png or pdf. If you have artwork that is under a different format and you are unable to convert it, please continue with placing your order and send your artwork to us attached in an email to sales@monarchprint.co.uk afterwards.
If you are still experiencing problems, please give us a call on 01454 273 463 or email us at sales@monarchprnit.co.uk and we will be happy to help further.

Q. Can I also have a print on the back of a bear’s T-shirt? What about on both sides of a bag I want to order?

A. Yes. On any product that can take a back print, there is an option to upload another image to go on the back. There is an additional charge shown next to the option on the product page which will then be calculated in your basket. Unless otherwise stated in the product description, the print area will be the same as the front of the item.

Q. I’m concerned about the colours of my artwork changing in print. Can you help?

A. We can assist with colour matching to ensure that your artwork is as accurate as possible. We understand that this is particularly vital with branding and our skilled team will be able to help you. Please email us with your requirements.

Q. If I have purchased Blank Products, how do I print my own artwork onto them?

A. Our 'How To Print Monarch Print's Blank Products' guide can be found here. There you will find downloadable PDFs that give further information on how best to print your Blank Products.

RETURNS & REPLACEMENTS

Q. How long do I have to return an item or order that I am not happy with?

A. We have a 30-day money back guarantee - If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange but don’t let that stop you from giving us a call to talk it over. Our experienced customer service team will be able to help find the best solution for you.
For more information on our returns policy, please click here.

Q. My order, or part of it, is incorrect/broken in transit – can I get a refund or replacement?

A. If something is wrong with your order upon arrival, please contact our team: sales@monarchprint.co.uk with photographs of the affected units. We will review your case and work with you to find a solution. Typically, we will refund or replace the affected units, but each case will be assessed individually.

Q. I am due a refund, but I have not received it yet – what should I do?

A. If your refund was approved and you have not received it within the stated time, the first thing to do is double-check your bank account. If the refund is still not there, then contact your bank directly. There is often some processing time before a refund is officially posted. Your bank may be able to let you know if the refund is on the way and how long it will take.
If you’ve done all of this and you still have not received your refund yet, please email us at sales@monarchprint.co.uk and we will be able to investigate further for you.

Q. Can I exchange an item that I am not happy with?

A. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@monarchprint.co.uk and send your item to: Monarch Print Ltd, Unit 11, The Alpha Centre, Armstrong Way, Yate, Bristol, BS37 5NG, United Kingdom.

CONTACT

Q. What are Monarch Prints business hours?

A. The Monarch Print team is available Monday-Thursday 9am-5pm and Fridays 9am-4.30pm. Our offices are closed on weekends and Bank holidays.

Q. Can I visit?

A. We don’t have a brick and mortar store but if you wished to pop by our offices to say hello, we will be happy to show you around. Please see business hours above.
** Please note that due to COVID-19 restrictions, sadly we feel it wise to not accept visitors to the site in order to keep you and our team safe**

Q. I have a complaint to make about a product I have ordered or an experience I have had as a customer of Monarch Print. Who can I speak to?

A. We take all feedback and complaints very seriously. No matter the nature of your complaint, you are welcome to contact us in any way you feel most comfortable. You can email us at sales@monarchprint.co.uk, call us on 01454 273 463 or use our contact submission page here.

Q. I want to give praise or feedback for a product I have ordered or an experience I have had as a customer of Monarch Print. Who do I tell it to?

A. That is wonderful! If you have feedback – whether happy or unhappy – we would like to encourage you to leave a review on Trustpilot, Google or on our Facebook page. Alternatively, you can email your feedback to sales@monarchprint.co.uk or give us a call. We would love to hear from you!

Still Have Questions?

Call us on 01454 273463 or email one of the team directly;

General Enquiries – sales@monarchprint.co.uk

Artwork Team – artwork@monarchprint.co.uk

Accounts Department – admin@monarchprint.co.uk

We will be happy to answer and queries or provide you with further information.