Email Customer Care
Frequently Asked Questions
Artwork FAQ
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
I have a document with multiple pages – how do I export and upload this?
We recommend when uploading documents with multiple pages (booklets, proposal documents etc) that you export them as single pages and keep them in the running order. Our software will imposition these pages up during production.
My artwork has been rejected – what do I do now?
Every file sent to us goes through a file-checking process with our design studio to make sure everything is perfect before printing. If we spot an issue with the file, the artwork will be rejected and a reason will be given as to why. A member of our design team will help rectify this where possible and may ask for the original artwork file to help fix the issue.
I’m having trouble uploading my artwork onto the website
If you’re having trouble with uploading your artwork to our website, please send it to us using Dropbox or WeTransfer, quoting your order number in the message box.
Can I upload InDesign / Illustrator / Photoshop files directly to the website?
We can only accept PDF’s on our website, however if we have an issue with the test print and it needs fixing, we may request the original InDesign/Illustrator/Photoshop files so we can correct the underlying issue.
What filetypes do you accept?
At the moment, for best colour results we can only accept PDFs with bleed and crop marks.
How can I make sure the colour is printed as close as possible to the design on screen?
We print using the four-colour CMYK ink process – please be aware that screen colours are in RGB and the printed material may not match up to the artwork on screen. Always preview your work in CMYK where possible and save your files to the ‘Coated FOGRA39’ colour space.
If you have Pantone colours within your artwork, please use the Bespoke Order Form for our request.
I have small text and details on my design – how can I ensure that it is printable?
We recommend that text is no smaller than 6pt and that all fonts are embedded within the document. When printing lines, make sure they are no thinner than 0.5pt in a bold colour, and 1pt in a light colour. We always run off a test sheet of your artwork before printing to check all of this over to see how it matches up with the artwork provided on- screen.
My order is for spot UV/foil-blocked material – how do I set this up?
To set up either a spot UV template or foil-blocked template, create a new page after the one that is to be UV-ed or foiled. Copy and paste-in- place the item/s that are to be UV-ed or foiled onto this new page and remove it from the original artwork. This is your template for UV- ing/foil-blocking and must be in one colour black.
Still confused? Call us on 0800 020 9273 or email the design department at studio@weknowprint.co.uk and a member of our design team will be on hand to help.
How do I use the downloadable templates?
We have provided templates for Illustrator (ai files) and InDesign (idml files), as well as PDFs, which can be placed behind the design you are working on. If there is a template you need but cannot find – drop us an email!
How can I make sure my artwork is the correct size?
We try to feature the sizes of our products on our website as much as possible but if you’re unsure on how to size up your artwork, visit our downloadable templates section for more details. If you’re still not sure, contact the studio at studio@weknowprint.co.uk and a member of the design team will be on hand to help.
What is the recommended resolution for artwork?
We recommend a resolution of 300dpi (dots per inch) when putting together artwork to be printed.
For best results, we ask that you save your design as a vector-based PDF. This is possible when using Adobe Illustrator and InDesign, and some recent versions of Photoshop. Vectors are scalable and can be enlarged to billboard size whilst maintaining smooth edges.
With any images that feature on the artwork, it is best to use high- resolution images. These have a larger number of pixels in them and will look smoother when printed.
I have a border around my design – will it be ok?
We ask that you avoid using borders where possible. To avoid disappointment, we recommend that you use a border no closer to the edge than 3mm.
What are bleed, trim and safe areas?
The bleed is the portion of the artwork that will be trimmed off during production. In order to avoid anything being trimmed off that shouldn’t be, we ask that you supply designs with full bleed (if the image and/or background colour is to printed to the edge of the product). We ask that you supply us with at least a 3mm bleed, which can also be explained and shown on our downloadable templates. We like to use a 5mm bleed just to be safe!
The trim is the final size of your product, after the bleed has been trimmed off.
The safe area is for artwork purposes only. We ask that you keep all text and important parts of your design at least 5mm away from the edge of the sheet – we don’t want to cut off anything we’re not meant to!
Still confused? Call us on 0800 020 9273 or email the design department at studio@weknowprint.co.uk and a member of our design team will be on hand to help.
General FAQ
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
Voucher codes
We often use voucher codes during promotions, and these must be added at the checkout at the time of the order. We are unable to process voucher codes and discounts once the order has been made.
How can I pay?
Payments can be made via our website using a credit or debit card. Account customers have the ability to make direct bank transfers – please contact our Accounts department on accounts@weknowprint.co.uk and we will forward you our account details.
I have an account – what are my payment terms?
Alongside file storage for re-prints, account customers are given 30 days end of month to pay for their products.
How do I set up an account?
If you would like to set up an account with us, please get in touch via Customer Services at cs@weknowprint.co.uk and a member of our Customer Service team will be on hand to help.
My order has arrived but it isn’t what I expected.
We take pride in what we do but sometimes our vision can differ from others. We are always happy to re-print work that may not be what you had in mind so please get in touch with us at cs@weknowprint.co.uk and we’ll be on hand to help.
My order hasn’t arrived when I expected – where is it?
Some jobs can take longer than expected and we will do everything we can to update you on the process if we believe the work will not be completed in the timeframe agreed. If you are expecting a delivery and it hasn’t arrived, please get in touch with cs@weknowprint.co.uk or call us on 0800 020 9273.
I have an impending deadline – how can I speed things up to meet this?
If you have a last-minute deadline or event you need to attend, please let us know as soon as possible and we will do everything we can to turn the job around for you. Please note, there will be additional costs involved for same-day printing and delivery.
I need to cancel my order
If you would like to cancel your order, a full refund will be processed. However, depending how far along in the process we are with printing and materials, some additional costs may be involved. Please see our terms and conditions for more information.
I’ve placed an order but I need to change the specification (paper type, quantity etc) – is this possible?
If you need to update the specification of your job, please let us know as soon as possible and we will do our best to update the system. If the work has already been printed and you would still like to change the specification, (ie: onto a different paper weight) there will be additional costs involved.
I’ve placed an order but I need to change the artwork – is this possible?
If you need to update the artwork, please let us know as soon as possible and we will do our best to update the files. If the work has already been printed and you would still like to change your design, there will be additional costs involved.
I want to re-order a product with the same artwork – how do I do this?
This service is available for account customers and can be found by logging into My Account.
My Order
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
My order has arrived but it isn’t what I expected.
We take pride in what we do but sometimes our vision can differ from others. We are always happy to re-print work that may not be what you had in mind so please get in touch with us at cs@weknowprint.co.uk and we’ll be on hand to help.
My order hasn’t arrived when I expected – where is it?
Some jobs can take longer than expected and we will do everything we can to update you on the process if we believe the work will not be completed in the timeframe agreed. If you are expecting a delivery and it hasn’t arrived, please get in touch with cs@weknowprint.co.uk or call us on 0800 020 9273.
I have an impending deadline – how can I speed things up to meet this?
If you have a last-minute deadline or event you need to attend, please let us know as soon as possible and we will do everything we can to turn the job around for you. Please note, there will be additional costs involved for same-day printing and delivery.
I need to cancel my order
If you would like to cancel your order, a full refund will be processed. However, depending how far along in the process we are with printing and materials, some additional costs may be involved. Please see our terms and conditions for more information.
I’ve placed an order but I need to change the specification (paper type, quantity etc) – is this possible?
If you need to update the specification of your job, please let us know as soon as possible and we will do our best to update the system. If the work has already been printed and you would still like to change the specification, (ie: onto a different paper weight) there will be additional costs involved.
I’ve placed an order but I need to change the artwork – is this possible?
If you need to update the artwork, please let us know as soon as possible and we will do our best to update the files. If the work has already been printed and you would still like to change your design, there will be additional costs involved.
I want to re-order a product with the same artwork – how do I do this?
This service is available for account customers and can be found by logging into My Account.
Payments
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
Voucher codes
We often use voucher codes during promotions, and these must be added at the checkout at the time of the order. We are unable to process voucher codes and discounts once the order has been made.
How can I pay?
Payments can be made via our website using a credit or debit card. Account customers have the ability to make direct bank transfers – please contact our Accounts department on accounts@weknowprint.co.uk and we will forward you our account details.
I have an account – what are my payment terms?
Alongside file storage for re-prints, account customers are given 30 days end of month to pay for their products.
How do I set up an account?
If you would like to set up an account with us, please get in touch via Customer Services at cs@weknowprint.co.uk and a member of our Customer Service team will be on hand to help.
Putting the Artwork Together
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
How can I make sure the colour is printed as close as possible to the design on screen?
We print using the four-colour CMYK ink process – please be aware that screen colours are in RGB and the printed material may not match up to the artwork on screen. Always preview your work in CMYK where possible and save your files to the ‘Coated FOGRA39’ colour space.
If you have Pantone colours within your artwork, please use the Bespoke Order Form for our request.
I have small text and details on my design – how can I ensure that it is printable?
We recommend that text is no smaller than 6pt and that all fonts are embedded within the document. When printing lines, make sure they are no thinner than 0.5pt in a bold colour, and 1pt in a light colour. We always run off a test sheet of your artwork before printing to check all of this over to see how it matches up with the artwork provided on- screen.
My order is for spot UV/foil-blocked material – how do I set this up?
To set up either a spot UV template or foil-blocked template, create a new page after the one that is to be UV-ed or foiled. Copy and paste-in- place the item/s that are to be UV-ed or foiled onto this new page and remove it from the original artwork. This is your template for UV- ing/foil-blocking and must be in one colour black.
Still confused? Call us on 0800 020 9273 or email the design department at studio@weknowprint.co.uk and a member of our design team will be on hand to help.
How do I use the downloadable templates?
We have provided templates for Illustrator (ai files) and InDesign (idml files), as well as PDFs, which can be placed behind the design you are working on. If there is a template you need but cannot find – drop us an email!
How can I make sure my artwork is the correct size?
We try to feature the sizes of our products on our website as much as possible but if you’re unsure on how to size up your artwork, visit our downloadable templates section for more details. If you’re still not sure, contact the studio at studio@weknowprint.co.uk and a member of the design team will be on hand to help.
What is the recommended resolution for artwork?
We recommend a resolution of 300dpi (dots per inch) when putting together artwork to be printed.
For best results, we ask that you save your design as a vector-based PDF. This is possible when using Adobe Illustrator and InDesign, and some recent versions of Photoshop. Vectors are scalable and can be enlarged to billboard size whilst maintaining smooth edges.
With any images that feature on the artwork, it is best to use high- resolution images. These have a larger number of pixels in them and will look smoother when printed.
I have a border around my design – will it be ok?
We ask that you avoid using borders where possible. To avoid disappointment, we recommend that you use a border no closer to the edge than 3mm.
What are bleed, trim and safe areas?
The bleed is the portion of the artwork that will be trimmed off during production. In order to avoid anything being trimmed off that shouldn’t be, we ask that you supply designs with full bleed (if the image and/or background colour is to printed to the edge of the product). We ask that you supply us with at least a 3mm bleed, which can also be explained and shown on our downloadable templates. We like to use a 5mm bleed just to be safe!
The trim is the final size of your product, after the bleed has been trimmed off.
The safe area is for artwork purposes only. We ask that you keep all text and important parts of your design at least 5mm away from the edge of the sheet – we don’t want to cut off anything we’re not meant to!
Still confused? Call us on 0800 020 9273 or email the design department at studio@weknowprint.co.uk and a member of our design team will be on hand to help.
Uploading Artwork
Terms and conditions
Our terms and conditions are available as a downloadable PDF on our website, and here too. If you have any questions in relation to our terms and conditions, please contact our Customer Services department on 0800 020 9273 or cs@weknowprint.co.uk and a member of our team will be on hand to help.
I have a document with multiple pages – how do I export and upload this?
We recommend when uploading documents with multiple pages (booklets, proposal documents etc) that you export them as single pages and keep them in the running order. Our software will imposition these pages up during production.
My artwork has been rejected – what do I do now?
Every file sent to us goes through a file-checking process with our design studio to make sure everything is perfect before printing. If we spot an issue with the file, the artwork will be rejected and a reason will be given as to why. A member of our design team will help rectify this where possible and may ask for the original artwork file to help fix the issue.
I’m having trouble uploading my artwork onto the website
If you’re having trouble with uploading your artwork to our website, please send it to us using Dropbox or WeTransfer, quoting your order number in the message box.
Can I upload InDesign / Illustrator / Photoshop files directly to the website?
We can only accept PDF’s on our website, however if we have an issue with the test print and it needs fixing, we may request the original InDesign/Illustrator/Photoshop files so we can correct the underlying issue.
What filetypes do you accept?
At the moment, for best colour results we can only accept PDFs with bleed and crop marks.