Frequently asked questions
We are at your service
Welcome to our FAQ section. We compiled a list of all the most commonly asked questions and their answers. This page aims to help you find the resources you need so you can order print at StuPrint with confidence.
If you can't find what you're looking for or if you need more information then just give us a call on 0800 0588 166 or email us at email@example.com. Help is only a moment away.
Do I need to set up and account?
No you do not. We have kept our checkout process as quick and as simple as possible. Simply add the printed products you like to your basket, enter your billing and delivery details, and make payment. That’s it!
How can I change my order?
Mistakes happen! If you’ve added the wrong product to your basket, uploaded the wrong artwork, need to change your delivery address or anything else then just let us know as soon as possible by getting in touch by email or phone. Once we have heard from you we will make every effort to get your order back on track.
Please be aware that after a certain point, alterations cannot be made to orders. This is particularly the case for digital express orders so make sure you let us know right away if something needs to be changed.
Can I add more than one item to my basket?
Absolutely! In fact it is actively encouraged. Once you have added an item to your basket simply click “Continue Shopping”. You can then continue round our website adding other items to your basket. Any items that you no longer require can be removed from your basket prior to starting the checkout process.
I've uploaded the wrong artwork to my order- what shall I do?
Not a problem! Just drop us an email right away or leave a message in the text box on your order page.
The quickest and simplest thing to do now is to simply email over your artwork to firstname.lastname@example.org. Just remember to include your order reference which will be “SP-“ followed by some numbers.
Please be aware that changes to order artwork need to be made as soon as possible. Although we will make our best efforts to rectify any artwork mistakes, please be aware that it is no longer possible once the print process has started. Please also be aware that if we are able to change your artwork files, this may have an impact on your order’s turnaround time, even if you have selected an express tier. We will do let you know if this is a risk.
Can I change my order's shipping address?
Yes you can. However, please be aware that addresses cannot be changed once the parcel has left our facility. Although courier collection times vary, parcels tend to leave us at around 3.30pm on weekdays.
If you need to change your address then just email us with your order reference and the address you would like to change it to.
How do I cancel my order?
If you need to cancel your order then please just get in touch. As long as the print or artwork checking process has not started then we will be able to refund you in full, so please make sure you let us know as soon as possible.
How do I track my order?
We will send you emails as your order progresses through the production process. Once dispatched, please just get in touch for courier tracking details. Please be aware that we do not send out tracking numbers as a standard practice but we are more than happy to send them out upon request. Once your parcel is on the courier’s van, we are able to give you an estimated hour of arrival in most cases.
My order hasn't arrived yet. What shall I do?
The first port of call in this situation is to let us know that you’re still waiting. Give us a call or send us an email and we will get in touch with the couriers carrying your order for you. Please be aware that parcel deliveries can run behind and arrive as late as 7pm if your address is a residential one. However if you are concerned, then just get in touch and we will get as much detail as possible for you.
I'm not happy with my order. What shall I do?
If something doesn’t look quite right with your order then let us know by phoning us on 0800 0588 166 or emailing us at email@example.com.
In most occasions, the next step will be to email us over photos of your damaged or misprinted product. These can just be taken on a camera phone.
Please be aware that in some circumstances we may need you to post in some sample copies so we can analyse in house.
We will make every effort to reprint your order and get it to you in time.
If a deadline has passed for reprinting, i.e. if you had an event that you needed your print for then we will refund your order assuming we are at fault. Please have a look over our Terms and Conditions for more information.
One really important thing to note is that if your order is not up to standard, please leave the prints in their box. We are unfortunately unable to issue refunds if the prints are not available for collection.
Where can I leave feedback for my order?
We welcome your feedback whether it’s good or bad. You can either email over your feedback to firstname.lastname@example.org, or navigate to our review section for more information.
I want to re-order a previous job. Can I do this?
You certainly can. We keep records and, in a lot of cases, artwork for past orders. Simply let us know what you would like to print and send us you previous order’s reference number. If you don’t have that to hand then we should be able to find it from your delivery address or email address. We will be able to send you a bespoke link for the re-order which will take you swiftly through the checkout process.
I've lost my order number. What do I do?
Don’t panic! We have several ways of finding your order from your personal information. Just give us a call on 0800 0588 166 and we will be able to drag up your order number right away.
What are the differences between lithographic and digital printing?
We realise that technical aspects of our printing presses can be slightly overwhelming. Essentially, you do not need to worry too much. Digital printing and lithographic printing are two different techniques of producing very similar printed products.
The digital press is very quick and cost-effective for short print runs. The lithographic press has a longer, more expensive setup period but is very cost-effective for long print runs. The quality of the final product is very similar so the most important factors in deciding which one to use are delivery deadlines and budget. All options on offer are displayed on our instant quote section.
For more information on this topic, please have a read of this article on digital and lithographic printing
Artwork Help & Guidelines
How do I upload artwork to my order?
Once you have entered your delivery address, billing address and have made payment, you will find yourself on your order page. Here you will be prompted to upload your artwork to our site. Simply select the files from your computer and hit “upload”. That’s it!
Visit this page for more information on our ordering process
What are the best file types to upload?
PDFs are the best file types for artwork submission. Please just make sure that they have been flattened and saved with the highest possible quality settings.
If you are unable to save your artwork as a PDF then we would recommend JPEGS. Try and make sure that the image resolution is 300dpi or above. We tend to send artwork to print at 400dpi.
We can also, in most circumstances, accept artwork as Word, Photoshop or PowerPoint documents. However, please be aware that your design can move around in this format. We unfortunately cannot be held responsible for any deviations from your intended design.
Please visit this page for more information On preparing your artwork for print
How can I tell if my artwork is print ready?
The first thing to do is to check the clarity/sharpness of your artwork. Use your computer’s file previewer to zoom in to the design. If the file looks blurry or pixelated on screen then this is likely to be how it prints up. If this is the case then you need to check your save setting to make sure you have selected the highest possible options. This article on DPI and resolution will help explain more.
Next up, make sure that all text will be legible. We recommend that you do not go below font size 7, but ideally aim to keep it above 12 point.
How close are important elements to the edge of the page? We recommend trying to keep everything at least 4mm away from the edge. This safe distance will ensure that nothing is clipped during the print process. Also, if at all possible, make sure that your artwork includes a 3mm bleed. This articles on bleeds and their use will help with this. We also recommend reading this if you are preparing artwork for a booklet order.
Finally, make sure that your artwork is in the correct dimensions to go to print with. This page on paper dimensions might come in handy. Likewise, we have some helpful artwork templates to help make sure your artwork is sized up correctly before going to print .
What is the largest file size I can upload?
Our file size limit is 30MB but do not worry if you files are larger than this (see below).
My artwork files are too large. What shall I do?
Simply upload your files to a free file sharing service such as WeTransfer or DropBox. Email email@example.com with the artwork link and your order reference and we’ll download and get on with the printing!
Does StuPrint require bleeds and crop marks to go to print?
In an ideal world, yes. However we appreciate that design programs are expensive and can be complicated to use correctly. We have some pretty smart, proprietary programs that are able to size your artwork files correctly and add crop marks and bleeds.
The only thing to bear in mind is that we cannot run these programs if any important elements of your designs are too close (within 4mm) to the edge of the page. Also, we are unable to run these programs on booklet or brochure artwork where design elements run across the centerfold. However, we are able to walk you through the process to get everything print ready.
Please have a look at this article on preparing booklet artwork for print for more information.
Can you help with getting my artwork print ready?
We do not have a full design team in house and we therefore do not offer a full design service. However, all of our members of staff are fully proficient on most design software and are more than happy to help you get everything print ready where possible. All you have to do is ask!
I'm confused by RGB and CMYK. What is the difference and why does it matter?
Don’t be scared by RGB or CMYK. They are simply different colour modes, i.e. they are different methods for displaying/producing colours on screen or page.
RGB (red, green and blue) is a colour mode used on screens (TVs, computer screens, phones etc.) whilst CMYK (cyan, magenta, yellow and black) is used to display colour on paper.
Why on Earth do you need to know about this? The main reason this is potentially important is because people tend to design in RGB colour mode but print in CMYK. We, as with all printers, print in CMYK colour mode. The reason you need to know about this is because colours can change when being translated from CMYK to RGB. Blues, green and purple suffer particularly in the transfer so exact matching can be difficult.
You do not need to do anything to your artwork to make it CMYK or RGB. We will automatically convert it for you. We just need to make you aware that colour can appear different on page than they appear on screen.
For some helpful analysis on CMYK and RGB colour modescheck out this article.
Order Delivery & Shipping
What is the cost for delivery to the UK Mainland?
Standard delivery to the UK Mainland is absolutely free. We do not charge for it. Nothing. The only time you will see charges for artwork are when you require a Saturday delivery, pre-midday delivery, pre-10am delivery or non-UK Mainland addresses.
Do you ship outside of the UK Mainland?
We are able to organise shipping to any location on the face of the Earth. Please visit our bespoke quote section and let us know where you need your print sent to.
What are your shipping terms to non-Mainland UK and the Scottish Highlands?
We send the vast majority of our parcels out with DPD. Please be aware that their service varies for the Scottish Highlands & Islands, Northern Ireland, and British Islands.
Please be aware that orders going to offshore and highland addresses must be submitted though our bespoke order section
Who does StuPrint use for its deliveries?
For the vast majority of orders we deliver using DPD. We also on occasion use Inter Parcel, UPS, FedEx and UK Mail. Please let us know on your order page if you have a courier preference.
When is my order likely to arrive?
Unless ordered as part of a bespoke package, our parcels are sent out on next working day delivery. This means that a parcel is collected by the couriers on a Monday evening (for example), it will be delivered on Tuesday.
The vast majority of parcels will be delivered during working hours (9am to 5.30pm) but please be aware that orders can arrive outside these times on occasions. Delivery to residential addresses can arrive as late as 7pm.
Do you only delivery on weekdays?
Our standard delivery tier only includes delivery on weekdays. However, we are more than happy to organise and quote for Saturday deliveries. Please visit our bespoke section or get in touch directly if this is the case. Please be aware that we are unable to deliver on Bank Holidays or Sundays.
I've already booked in my order on standard delivery, can I upgrade it to express?
Yes, you can upgrade your order turnaround as long as you let us know soon after booking. Once the print process has begun though it becomes very difficult to organise and may not be possible at all. Extra charges will apply for upgrades to express. Please get in touch to find out what those might be for your order.
I think my order is due for delivery today but I won't be in. What shall I do?
This is a tricky one. Couriers do require a signature to leave a parcel unless otherwise notified. If you know that you will not be in then please let us know as soon as possible and we will be able to liaise with the couriers on your behalf. In some instances it will be possible to have your parcel delivered to a neighbour or left in a safe place. However, we cannot guarantee this service.
In general, we strongly recommend having your parcel delivered to an address where someone will be throughout the day. If this is not possible, please get in touch the morning of delivery and we will do our best to get you an estimated hour of arrival.
I've ordered multiple items. Will they all arrive together?
If you have ordered different products, they will not necessarily arrive at the same time or with the same courier. We use several different print houses in different geographic locations to produce our print. Also, some of our presses have different turnaround times (indicated on our website) so some might arrive before the others. In general, we aim to get every bit of your order to you as soon as it’s done, even if this means shipping them out independently.
Payment & Billing
How do I pay for my order?
On the website, payment can be made by credit or debit card. If you have credit terms agreed in writing, payment can be made by bank transfer, credit or debit card payment over the phone, or by cheque.
What happens if I order a bespoke product?
If you have received an email with a bespoke quoted product then please simply follow the product link in the email. This link will bring you back on to our website where the standard checkout process will start. Payment can then be made securely by credit or debit card.
I can only pay by BACS. Is this a problem?
We understand that some companies and student organisations are only able to pay by BACS. If this is the case for you then please get in touch directly and we will be able to issue an invoice via email.
Please be aware that all orders placed by email, post or phone are subject to our Terms and Conditions.
Which credit cards do you accept on the site?
We are able to accept MasterCard and Visa credit card. We unfortunately do not accept American Express.
Do you store my credit or debit card details?
We do not store credit or debit card detail for payments placed over the phone or on the website.
Is there a surcharge for using a credit card over a debit card?
Yes there is: a 2% surcharge is added to payments via credit card.
Where is my invoice/receipt?
Once your order has been placed, you will be emailed a copy of your receipt or invoice. Please get in touch by email using your order reference as a subject if you are unable to find yours.
I need an invoice for an old order. Can you help?
Yes we can. Simply email us at firstname.lastname@example.org or call us on 0800 0588 166 and we will be able to email over your old invoice right away.
I have credit with StuPrint. How do I use this on my new order?
We issue credit via email. If you would like to redeem your credit then simply forward the credit email to email@example.com along with the details for your new order.
I'm interested in StuPrint's 25% off offer for advertising them on my website. How do I make this happen?
It's really simple: you advertise us on your website and we offer you a 25% discount off your next order. Terms and conditions do apply to this offer so please contact us directly if you are interested.
VAT on Orders
Is VAT included in the prices on the site?
Yes, VAT is included in all prices on our website. However, please be aware that VAT is slightly confusing when it comes to the print industry. For more information on items that are standard rated and items that are zero rated with regard to VAT, please have a read through this VAT breakdown.
Using StuPrint.com's Website
What are you Terms and Conditions?
What are your environmental credentials?
We strive to sell environmentally responsible printing. Have a look at this page for a breakdown of our environmental credentials