Frequently Asked Questions
Need some help? Below you'll find answers to commonly asked questions. If you don't find the answer you're looking for, please contact us or give us a call on 0330 333 2233.
How do I register / create an account?
To sign up for a WTTB account, select the login or register button in the top right of any page on the website. We'll then take you through the process of creating a new WTTB account.
How do I sign in to my account?
You can sign in to your account at any time - click on the login button at the top of the screen and enter the email and password you used when you created your account, then click ok.
I’ve forgotten my password, what do I do?
No problem it happens to us all. Click the login button at the top of the screen and you'll see a link that says forgotten password. Click that. You'll need the email you used when you first created your WTTB account - enter this and click recover password. We'll send you an email with a link to reset - click it and follow the instructions to create a new password.
How do I update my account information?
Absolutely - once you've logged in, click on the settings button and you'll be able to edit whatever you need. Just remember to save everything before you log out.
How do I update my shipping and billing addresses prior to ordering?
Once you've logged in to your account, click on my address book and choose to edit or delete existing addresses, or add in new ones. Remember to save your changes as you go.
How will I receive my invoices?
Your invoices will be saved into your account, so you can log in and download them whenever you need. Login to your account, locate an order and hover over the cog (top right-hand corner). You should now see the option to view invoice.
How do I change my order?
Login to your account, locate an order that isn't currently in production and hover over the cog (top right-hand corner). You should now see the option to amend order. This will take you back to the product page, allowing you to reconfigure the selected product.
Note: Due to our high-speed turnaround, items are printed soon after you place your order.
I’ve uploaded the wrong artwork. What shall I do?
If you have uploaded the wrong artwork, please speak with a member of our team or call 0330 333 2233, quoting your order number.
Note: Due to our high-speed turnaround, items are printed soon after you place your order. However, we will always do our best to change the artwork as late as possible.
Can I change my order shipping address?
Yes, you can change the address your order right up until the dispatch date. Login to your account, locate your order and hover over the cog (top right-hand corner). You should now see the option to change your delivery address.
Need to change your delivery address after dispatch? Sometimes, we're able to accommodate this, though it will delay your delivery by 24 hours. Get in touch with a member of the team who will try their best to assist.
How do I cancel my order?
You may cancel your order at any time before it is printed by contacting customer service or calling 0330 333 2233. If the order has not been dispatched and we have sufficient time to prevent dispatch, we will not process and a refund can be requested.
Note: Due to our high-speed turnaround, items are printed soon after you place your order. Should your order have been printed and despatched, a refund will not be possible.
How do I track my order?
My order has not arrived. What do I do?
The first thing to do is check the couriers' website. The courier may have tried to deliver the order and you were not in. They may have also left it a safe place, or delivered it to a neighbour. If you are still unable to locate your order, please speak with our customer service team or call us on 0330 333 2233 who will be happy to assist.
What if I’m not satisfied with my order?
Please call 0330 333 2233 and speak with a member of our customer services team. Remember to have your order number to hand. Our customer services team may ask for pictures to get a better understanding of the issue. If you need to contact us outside of working hours, please use our contact form, providing as much detail as possible.
Where can I find my dispatch date?
Is it possible to leave feedback based on my experience?
Absolutely. Within a week of dispatching your order, you'll receive an email with a prompt to leave feedback on your experience through review website, Trustpilot. Alternatively, we would love for you to leave a Google review.
What methods of payment do you accept?
We accept most major debit and credit cards including Visa, Mastercard and American Express - with secure payment powered byStripe.
Do you offer credit accounts?
Our low prices are based upon the fact that payment is made with order. We may offer accounts subject to strict financial checks, although we would not consider an account status until you have had at least six months of trading history with us and are projecting above the minimum required annual spend.
Credit accounts are organised by special arrangement only. Please speak with a member of our team on 0330 333 2233 for more information.
Are there any charges for using a credit card?
There are no charges when using a credit card.
Do you store any credit card information?
Unless the customer selects to save their details, 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?
All order invoices are saved into your account, so you can download them whenever you need them. Login to your account, locate the order an invoice is required for and hover over the cog (top right-hand corner). You should now see the option to view invoice.
What file types do you accept?
We accept PDF format artwork only. Please upload a print-ready PDF, ensuring it is as high resolution as possible - especially when using photography elements in designs.
What is the maximum file size for uploading my artwork?
Our maximum upload size is 500mb. If your files are larger than this, we recommend transferring artwork via WeTransfer or Dropbox. Please send artwork to firstname.lastname@example.org, providing your email address, along with the order number the artwork relates to.
Can you check my files?
Yes, we provide a file checking service, which is available as an add-on during checkout. Our artwork department will check the artwork you upload to ensure it is technically sound, so you get the best result out of your print.
Please note: This service is a technical file check, not a proofing service. We do not check for spelling or typographical errors. Design and positioning are the responsibility of the client, therefore we recommend that artwork guidelines are followed closely.
What happens if my artwork is wrong?
Files not submitted to print-ready specifications may produce unexpected results. They may also be rejected which could delay the production and delivery of your job.
My artwork has been rejected what should I do?
You will be notified by email should our system discover a problem. If your file has been rejected, you will need to correct and re-submit your artwork following the instructions provided via email or the order page.
Can I receive a proof?
As a fast turnaround printing service, we require print-ready files to be supplied and do not currently offer a proofing option.
What are trim, bleeds and safe margins?
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. Bleed is the area to be trimmed and ensures that no unprinted edges appear in the final trimmed document. A Safe margin is a buffer area that ensures critical elements of your design are always included, even if printer shifting occurs.
Do you print in RGB or CMYK?
We print in CMYK. When providing artwork, the colour should be set as CMYK space and not RGB. Artwork supplied in RGB colour space will be automatically converted to CMYK, which could affect the appearance of colours and images.
I need to design some artwork, what can I do?
If you need help creating your artwork, we recommend Canva. Canva allows anyone to create print-ready artwork in minutes, with a variety of convenient and usable template designs.
What are your delivery charges?
There are none, delivery is completely FREE within mainland UK and Northern Ireland. Our 'next working day' delivery service can take place anytime between 7am - 9pm. We also offer upgraded delivery options, including Saturday and pre-noon deliveries at additional cost.
Pre 10:30am - £15 (weekdays) / £25 (Saturday)
Pre 12:00pm - £10 (weekdays) / £20 (Saturday)
We also provide delivery to the Republic of Ireland* and other non-UK locations at an additional cost. For any address outside the UK please contact customer service on 0330 333 2233 for a delivery quote.
*Republic of Ireland deliveries are handled via UPS on a 2-day service, charged at £12.60.
How long does delivery take?
Our parcels are shipped on a 'next working day' delivery service. However, more remote postcodes can take between 3-5 days for delivery. The below Scottish Highlands postcodes have varied delivery dates:
We dispatch 99.9% of orders on time. However, courier companies fail to deliver between 2-4% of parcels on time - therefore we suggest using a timed service if your order is time-critical.
Why has my dispatch date or delivery date changed?
If your files are rejected, or we fail to receive your artwork by the time stated on the product at the time of ordering, your dates may be moved on. Keep updated by logging into your account or checking your notification center within your account to see the current production status. All production turnaround times are based on receiving print-ready artwork on time.
Will the products I have ordered arrive together?
Different products have different turnarounds depending upon the complexity of the production involved. However, products ordered together are all dispatched with the item that has the longest dispatch date. Should you need a particular product sooner, we advise placing separate orders.
Do you use branded packaging?
No, we only use white label packaging with no reference to WTTB. Invoices, packing slips and marketing materials are never included in the packages.
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