Frequently Asked Questions
Below are some helpful topics containing questions we are frequently asked. If you have a question which is not listed on this page, please speak with one of our Live Chat team or call 0330 333 2233.
How do I register / create an account?
To create an account, click “Create Account” on the top bar of the home page and fill in your details.
How do I sign in to My Account?
To sign in to your account, click “Log-in” enter your email and password into the form provided and then click OK.
I’ve forgotten my password, what do I do?
Click Log-in then click 'Forgot your password'. Enter your email into the field and click 'Recover Password'. We will then send you an email with a secure link to reset your password. Once you receive the email, click the link and follow the instructions.
How do I update my account information?
Login to your account click on “Settings” and edit as required.
How do I update my shipping and billing addresses prior to ordering?
Log in to your account. In the 'My Address Book' section, you will be presented with all your saved addresses. Click on the required address, edit as required and save changes.
How will I receive my Invoices?
All of your invoices will be saved into your account online, so you can log in and down load them exactly when you need to.
Log into your account locate your 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?
To change your order, please speak with one of our Live Chat team or call us on 0330 333 2233 quoting your order number.
Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however we will always do our best to change the order as late as possible.
I’ve uploaded the wrong artwork what shall I do?
If you have uploaded the wrong artwork, please speak with one of our Live Chat team or call 0330 333 2233 quoting your order number.
Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial 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's being shipped to right up until the dispatch date
Log into 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. Please note that if this does not let you amend the details your order will have been despatched.
Want to change the delivery address after dispatch? Sometimes, we're able to help with this, though it will delay your delivery by 24 hours. Get in touch on the details above and the team will try their best to help.
And if you need to change your address for future orders? Simply add them to the address book in your account.
How do I cancel my order?
Please note that because of our high-speed turnaround, orders are printed very quickly.
To cancel your order, please speak with one of our Live Chat team or call us on 0330 333 2233 quoting your order number to see where it is in production.
How do I track my order?
You will be sent a tracking number by email when the order is dispatched. The email will include a link to the tracking area on UPS or DPD's website.
My order has not arrived. What do I do?
The first thing to do is check the couriers website. It may be that they have tried to deliver your order and you were not in. They may have left your order in a safe place, or left it with a neighbour. The website will tell you in the tracking section what has happened to your order.
If you are still unable to locate your order, please speak with one of our Live Chat team or call us on 0330 333 2233 and we will be happy to help.
What if I’m not satisfied with my order?
Please call 0330 333 2233 and ask to speak with one 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 are unable to call or it is out of hours, then please use our contact form located on the “Speak To Us” page with as much detail as possible.
Is it possible to leave feedback based on my experience ordering with WTTB?
Within a week of despatching your order, an email will be sent through to you with a prompt to leave feedback through the review website TrustPilot.
Alternatively, if you would prefer, you can send your feedback via live chat or out Contact Us page.
Where can I find my dispatch date?
The dispatch date can be found by logging into your account, selecting manage orders and clicking on your specific order. This will then show the estimated dispatch date.
What methods of payment do you accept?
We accept most major debit and credit cards:
- American Express
Secure payment powered by Stripe
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 6 months trading history with us and are projecting above the minimum required annual spend.
Credit accounts are organised by special arrangement only. Please speak with one of our Live Chat team or our sales department 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 invoices are saved in the customer’s account, you just need to log into your account and download as required.
What file types do you accept?
We accept PDF format artwork only.
If you are sending us artwork with a mix of graphics and photography, please provide us with a print ready PDF. If you are sending any photography, please ensure it is as high resolution as possible.
What is the maximum file size for uploading my artwork?
Our maximum size upload is 500MB.
If you need any help, please speak with one of our Live Chat team or call 0330 333 2233.
My file is over 500MB how can I send it to you?
We would recommend WeTransfer or Dropbox as it is free to use and you can send files up to 2GB. All you need to do is enter the email address you need to send the artwork (if you have not been provided with an email address, please send to firstname.lastname@example.org provide your address, select your file, add a message along with order number.
We have two levels of artwork service: Just Print or File Check.
We will automatically Just Print your Print Ready PDF as supplied. This service is free.
For only £10 our expert artwork department will check all the artwork you upload to ensure you get the best result out of your print.
Please note: This service is a technical file check. Please note that this is not a proofing service. Spelling, design and positioning are the responsibility of the client. We recommend that all artwork guidelines are followed as provided on the site.
What happens if my artwork is wrong?
As trade printers, we expect print ready files to be supplied. Files not to our specifications may produce unexpected results, may be rejected and may cause a delay to your job.
My artwork has been rejected what should I do?
If you have used our Just Print service and your file has been rejected, you will need to re-submit your order following the instructions provided via email. Please note all artwork issues are corresponded through email so please make sure you check your inbox (or junk folders) to make sure your artwork has not been rejected. Alternately you can check your account to see the latest status of your order.
If you have used our File Checking service the systems will detect certain common errors with files; you will be notified by email should our system discover an error and you will be given a chance to reupload your corrected file,
Please note: this service should not be relied upon as a replacement for proofing, it only applies to technical aspects: low resolution images, incorrect dimensions, unembedded fonts etc. to ensure your files are passed as print ready
Can I receive a proof?
As trade printers, we expect print ready files to be supplied and currently do not offer a proofing service.
What are Trim, Bleeds and Safe Margins?
The 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.
The Bleed is the area to be trimmed and ensures that no unprinted edges occur in the final trimmed document.
The Safe Margin is the area between the text and graphics that are not meant to be trimmed.
I have ordered Scodix, how do I let you know where to apply it?
We recommend using a program like Adobe Illustrator, creating a new layer called ' SCODIX' and indicating where you’d like it, using 100% Magenta Spot Colour to highlight the area. Alternatively, view our How To Guide.
Do you print in RGB or CMYK?
We print in CMYK. When providing artwork, the colour needs to be set as CMYK not RGB (RGB artwork will be converted to CMYK, as this could affect your colours).
What are the CMYK values for your Lux card inners?
Our website has a vast number of products available and we add new products on a regular basis. However, if there is something you need that isn't on our website, please request a quote on our speak to us page.
What's the difference between Standard, Express and Super-Fast?
Standard, Express and Super-Fast are production times.
Superfast is the fastest turnaround possible - for orders completed before 11am, we guarantee to print and dispatch on the same day as the order was placed, so you or your customer will receive the order on the next working day.
Express Service - for orders completed before 5pm we guarantee to print and dispatch next day, so you or your customer will receive the order within two working days.
Standard service - for orders completed before 5pm we guarantee to print and dispatch within the configured time stated at the bottom of your customised product.
Turnarounds are product specific, the more processes the product goes through the longer it takes. For example, Scodix Business cards has a 3 configuration but if you add lamination the configuration for this product changes to 4 days.
Dispatch dates are displayed throughout the ordering process.
What are your delivery charges?
There are none, they are completely FREE within mainland UK and Northen Ireland
We offer FREE next working day delivery, this can take place anytime between 12pm - 7pm.
We also offer Saturday deliveries and also pre-noon deliveries which are chargeable.
- Pre 10.30am (Weekdays) - £15
- Pre 12.00pm (Weekdays) - £10
- Pre 10.30am (Saturday) - £25
- Pre 12.00pm (Saturday) - £20
- Northern Ireland via UPS– Free (Standard next day)
- The rest of Ireland via DPD + £12.60 (Additional 2 day service)
For any address outside the UK please contact customer service on 0330 333 22 33.
How long does delivery take?
All our parcels are sent next working day. The usual more remote postcodes can take between 3-5 days.
The below Scottish Highlands postcodes have varied delivery dates:
Throughout the order process we tell on what day you can expect your parcel to be dispatched.
We currently dispatch 99.9% of orders on time. However, please remember that courier companies fail to deliver between 2-4% of parcels on time; we suggest using our Super-Fast 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 files by 8pm on the day of order (11am for our Super-Fast service), your dates may be moved on. You can be kept updated by logging into your account to see the 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 production involved however these are all dispatched with the item that has the longest dispatch date.
Should you need one of your orders sooner please contact customer service 0330 333 22 33 and they will try their best to amend the delivery.
Will my customer know that I have used WTTB?
No. We use unbranded packaging with no reference to Where The trade Buys. No invoices are ever included in the packaging.
I sell my products onto re-sellers and don't want my company name as sender, can this be changed?
Unfortunately, our couriers cannot do this at present.