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Frequently Asked Questions

We try to keep everything as simple and fuss free as possible, but sometimes questions crop up that we get asked quite often. Take a look at some of our most frequently asked questions here. But of course, if you can’t find the answers you’re looking for here - just get in touch and we’ll help answer any queries you might have as best we can.

Does my quote include VAT?

As a standard, our quotes do not include VAT. This will be added once your enquiry becomes an order, and will be included on your invoice.

Do quotations include printing my logo?

All quotes are different (depending on what specifications you’ve asked for), but we do usually include the price of decoration on the product, yes.

I’m a charity - do I need to pay VAT?

If you’re a charity, any VAT that you pay to us can be claimed back from HMRC.

What is origination, and why do I need to pay it?

Origination (sometimes called setup) has to do with setting up the printing method or technique that is being used on your products. Some print methods require individual screens to be set up ready for printing, some use printing plates, some require a tooling charge. We call these charges origination, as setting up such specific artwork incurs a cost.

Why are there sometimes more than one delivery charge on my order?

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.

Why has the price changed from my last order?

Although we do try to honour previous charges, sometimes things completely beyond our control can change (like material costs, printing costs etc.). Sometimes prices fluctuate, and there’s not a lot we can do about it. Feel free to talk to your account manager about finding a more budget friendly option if required.e.

What format do I need to provide my artwork in?

There’s a variety of formats that artwork can be supplied in, depending on the branding option you selected. In general, a vector image saved as a PDF or EPS file, will all fonts outlined and Pantones selected, will cover all bases. If you're uncertain about any of these specifics, please head over to our studio page to find out more.

How long until my visual proof will be supplied?

We try to turn visual proofs around as soon as possible, but please bear in mind that they can take up to around 24-48hrs to be ready for your approval.

When will I receive my confirmed delivery date?

Once you’ve approved your visual proof, a delivery date will be supplied within approximately 24-48hrs.

Will I receive a notification once my goods have been despatched?

Yep! Once we have confirmation that your order has been despatched, we’ll send you an email notification to let you know.

How do I pay for my order?

If you have a credit account with us, your order will go on account and become payable within 30 days from the date we issue your invoice. You can then pay by the following methods:

  • by credit or debit card – by calling the accounts team here at Fluid.
  • by BACS/CHAPS – bank details are included on your invoice.

If you don’t have a credit account with us, you can pay by the following methods:

  • by credit or debit card (by using the ‘PAY NOW’ link on the pro-forma invoice we emailed to you)
  • By BACS/CHAPS – bank details are included on your pro-forma invoice.

Please note, all first-time orders will be on a pro-forma basis unless otherwise agreed in advance of your order being processed.

If I have an issue with my order once received, who do I contact?

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 or Production Manager, who will assist you within your ordering process.

How long do I have to contact you with any issues after delivery has been made?

If possible, we kindly request that you let us know of any issues or concerns within 30 days of your order being delivered.