Buying & Ordering

I can't find what I'm looking for on your website - can you produce it for me?

We've tried to assemble a range of items which cover most of the marketing bases. If you can't find what you're looking for, please contact us and we'll see if we can produce it as a bespoke product or suggest an alternative.

How do I choose what I want?

We've tried to make it easy to navigate our range. Whether you're looking for business cards, letterheads, flyers, leaflets or any other item, we'll show you the most popular option straight away. You can then customise the spec to your hearts content. Just play with the buttons on the product pages to try out different styles and finishes.

How is my product produced?

We produce everything in house but production methods vary from product to product so please check the specification of the item you're interested in, or contact us for help.

I want to send you a file to print - how do I set it up?

We want your file to work and your item to print as expected, so please carefully read any design instructions for the product you're buying. The information will usually cover everything you need to know about supplying that file correctly and getting the best results possible. Get started by taking a look at our Artwork Guide Basics.

What happens after I place an order?

We'll automatically check your file and let you know if it has passed our preflighting, whether you need to make changes or whether you'd like us to fix it. If your file has passed, it will automatically begin production and you can check your account for updates on production process.

What types of files can I use?

The majority of items will require either a PDF or EPS file to be supplied, however this may differ from item to item. For most paper based items, like business cards, leaflets and flyers, we would prefer you to supply us with a 'Press Quality' PDF (Compatibility: Acrobat 5 (PDF Version 1.4) or later). Each product will have its own supply information, you can check what's required before uploading.

How do I change my order?

Once you've checked out, your order will begin our automated production process. It is usually not possible to make changes to it once we've begun. Please contact us for advice.

How do I check my order status?

Sign in to your account and click on the Orders tab at the top. You'll see "Your Orders In Progress" and in the "Progress" column you can keep track of where we're up to.

Can I order a sample?

Please contact us and let us know what you'd like a sample of and we'll see what we can do. For certain items, we may charge a deposit, refundable on return or order.

What happens if my order is late?

Whatever your deadline, we'll help you meet it. Choose our Xpress Service for quickest turnaround. Or if you're really up against it, Same Day Despatch is available on our most popular items. Your order will be delivered by our preferred partner courier. They publish on-time performance of 95%, so if "5 in a 100" is too risky for you, please contact us to discuss delivering your order by dedicated vehicle.

If your order is for a specific event or date, we recommend ordering in good time in case of any potential delays once the item is with the courier. We do not recommend that you place the order on a turnaround that is due to be out for delivery on the day of the event, if possible, put the order on a faster turnaround to arrive at least two days before.

Every effort will be made to deliver on time, but any delivery day specified is a best estimate and no liability is accepted for any loss arising from delay or error in the delivery of the goods. Where it has been agreed that an expedited order has failed to meet the agreed service level, we may refund the expedite fee. We use reputable courier companies to deliver orders. However, we will not be held liable for failure of a courier company to deliver in a timely manner and we will not compensate for lack of performance on the part of a transport company.

Delivery

What delivery options are available?

Print items despatched by The Image Group include the cost of a standard next day delivery service to one UK mainland address. This means your print will be delivered the day after it has finished being printed, any time between 8am-6pm. Occasionally, deliveries may be attempted after 6pm due to extended seasonal service hours at the discretion of the courier.

Deliveries to Northern Ireland and the Scottish Highlands have a 1-2 business day delivery time. Premium timed services and delivery to countries outside of the UK mainland are available for an additional cost, restrictions may apply. Order over 150kgs may need to be delivered by pallet which has a 1-2 day working day delivery time.

December can be a busy time of year for our couriers, so orders may arrive later than expected. Order ahead to ensure your print arrives in good time. Then you can sit back and enjoy a mince pie.

Can I deliver to a different delivery address?

Sure. When you checkout, you can choose to deliver to your invoice address, any alternative from your Address Book, or you can enter a new delivery address.

Can you deliver to PO Box addresses?

Unfortunately we are unable to deliver to PO Box addresses, our couriers require a signature for your delivery.

How is my order shipped?

Your order will be delivered by our preferred partner courier. They publish on-time performance of 95%, so if "5 in a 100" is too risky for you, please contact us to discuss delivering your order by dedicated vehicle. A variety of services are available, depending on your chosen delivery address. You'll see these in your shopping basket.

How long will it take?

We'll work as quickly as you need us to. Each item has a fast guaranteed turnaround - add it to your basket to see what's available. Choose the service level you need, which sets how quickly we work - our Next Day Service is fastest. If you're not in a rush, save money with our Saver Service.

Can I pay extra to get my order faster?

Most products have several service levels so that you can get your print quicker (or slower). The website will display the expected delivery date based on your order going to print that same working day. Once your order has started production it's not possible to speed up the production time.

Where do you deliver to?

Delivery to one mainland address in the United Kingdom is included all the prices online - add to your basket to check prices for other countries and services.

We can deliver to the following countries for an additional cost: Republic of Ireland, France, Germany, Monaco, Belgium, Luxembourg, Netherlands, Austria, Italy, Portugal, Spain, Denmark, Finland, Sweden, Bulgaria, Czech Rep., Estonia, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Andorra, Gibraltar, Liechtenstein, Norway and Switzerland. Add the item to your basket and add the required address for prices.

If you wish to deliver to a country not included in the above list you may want to arrange your own courier, ask for details.

Can I change my delivery address after my order has been placed?

Yes, sign in to your Dashboard then browse to My Orders. Select the Job Number you'd like to amend, then select Change delivery address.

How is my order packaged?

Your order will be despatched 'white label' in unmarked boxes with no invoice, packing slip or mention to The Image Group.

Do you offer plain packaging?

Your order will be despatched in unmarked boxes.

Where is my order?

"Sign in" to your account and click on the "Orders" tab at the top. You'll see "Your Orders In Progress" and in the "Progress" column you can keep track of where we're up to. Click through to the job you want to check and you'll see a link to the courier tracking website. Click the link and you'll see where your consignment is.

Can you send me samples in the post?

We have a great range of samples available. Get in touch with us to get them delivered to your door.

Returns, Refunds & Customer Services

There's something wrong with my order, what do I do?

We work hard to make sure your order is produced to our high standards. In the unlikely event that you find something wrong, please contact us with the order/job reference, explain the issue with as much detail as possible and include photos showing all of the affected items. We'll do our best to resolve it to your satisfaction.

If you believe that a print order is defective, we may request that you return some or all of the order for our examination.

Can I cancel my order?

Once you've checked out, your order will begin our automated production process. As we're manufacturing something just for you, it's not possible to cancel your order once your order has started to be printed.

I've noticed a mistake can I change my order?

Please check your file carefully before you upload it. We offer fantastic prices by automating our entire process. So the first set of human eyes proof-reading your design will be your own when you open the box. We don't want you to be sad. So please check all telephone numbers, dates, times, addresses, prices and spelling before you order. If you spot an error after you've ordered, then we're sorry but we won't be able to rectify it.

What happens if my order is late?

Payments & Invoices

How can I pay?

All payments are taken securely online via our payment gateway w3pay powered by Stripe. We accept Mastercard, Visa and American Express.

I have a question about an invoice / payment. What should I do?

Please contact us if you have a question about an invoice or payment you've made. To get copies of invoices, "Sign in" to your account, go to "Orders" > "My Previous Orders" then click the "Invoices" link on the left hand side menu.

How do I get my VAT invoice?

We'll automatically email you a VAT invoice at the moment we print your order. To change the email address this gets sent to, "Sign in" to your account and then click "Your Details" tab at the top of the screen. To get copies of invoices, "Sign in" to your account, go to "Orders" > "My Previous Orders" then click the "Invoices" link on the left hand side menu.

Can I pay with cash or cheque?

Sorry, no. We only accept payment by debit or credit card online.

Is my payment secure?

Yes. All online payments are made via w3pay powered by Stripe.

Should I be charged VAT?

Since we sell to businesses, all our prices exclude VAT. We'll add VAT to your order at the current rate. Many items like leaflets and booklets qualify for VAT at 0%. Add an item to your basket to see its VAT rate.

I'm VAT exempt, why are you charging me VAT?

If you are a registered charity or have VAT Exempt status, please contact us before you place your order.

Managing Your Account

How do I update my details?

Click "Sign in" at the top to access to your account, then click "Edit my settings". You'll be able to change your name, address and contact details or to update your preferences on how we contact you. Visit "Change password" to change your password.

I've forgotten my password, how do I get a reminder?

Don't worry, it happens to us all. Click "Sign in" at the top. When you get to the Sign In screen, look for the link "Forgotten your username or password?" Follow the link, then enter your email address and we'll send you a new password in a few minutes.

Why do I have to register?

We hope you'll have a long and happy relationship with The Image Group. We ask you to register so that we can keep all your designs and files in a safe password-protected area. That means other people won't have access to designs you create, or your order history.

How do I create an account?

Simply click "Register" at the top of the screen. We only need a few details and you're done. Once you register, you'll be able to order and upload your pictures and documents to your Files & Images folder.

Do you store any information about me?

Yes, please read our Privacy Policy which explains what we store and how we use it.

General & Legal Details

How do you I contact you?

Would you like more information about a specific product or have any questions about a delivery? Don't hesitate to contact us. Our team are available weekdays between 9am and 5.30pm and they're ready to answer your questions. Call us on 0800 389 9898 or email sales@imagegroupuk.com.

What is your address and location?

Our offices and production hub are at Eighth Street, Trafford Park, Manchester M17 1FG.

What are your opening times?

Our offices are open: Monday to Friday from 9.00am to 5.00pm.

Which holidays are you closed for?

We're closed on UK public and bank holidays and these days do not count as 'working days'. Click here to see a list of UK bank holidays.

Are you open over Christmas?

We're closed for the Christmas break from 21st December. Normal service resumes 2nd January 2019.

'Closed days' will not count as a 'working day' and will affect the turnaround of your print. Please contact us if you are unsure of when to expect your print.

December can be a busy time of year for our couriers, so orders may arrive later than expected. Order ahead to ensure your print arrives in good time. Then you can sit back and enjoy a mince pie.

What are Image Groups legal details?

Image Group is a subsidiary of Grafenia Operations Limited. Click here for our legal details. Your customer service team are all based in the UK.

How do we approach our environmental impact?

As a leading manufacturer of print we understand our responsibility to take our environmental impact seriously. Read about our recycled stock and environmental policies here.

I have a suggestion, what should I do?

Have an idea on how we could improve, or something you'd like us to sell? Send your suggestions to hello@marqetspace.com - if we really like them, we may even reward you!

Not found what you are looking for? Just ask us, call us on 0800 612 6240 or email hello@marqetspace.com