Frequently Asked Questions
Below are some helpful topics containing questions we are frequently asked. If you havea question which is not listed on this page, please speak with one of our Live Chat team or call 0333 305 0654.
How do I register / create an account?
Creating an account couldn't be easier - see the Login or Register button in the top-right of the screen? Click on that and enter your details.
How do I sign in to My Account?
You can sign into your account at any time - just click on the LOG IN button at the top of the screen and enter the email and password you used when you created your account, then click OK. Hey presto, you're in!
I’ve forgotten my password, what do I do?
No problem - it happens to us all. Click the LOG IN button at the top of the screen and you'll see a button that says Forgot Your Password. Click that. You'll need the email you used when you first created your account - enter this and click Recover Password. We'll send you an email with a link to reset - click it and follow the instructions. We'll have you back in your account in no time.
Need to speak with somebody? We're on Live Chat or the phone to help - just give our team a call on 0333 305 0654
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?
Yes, it's a good idea to keep your delivery and billing addresses up to date, as once you've ordered, we can only change them up to your dispatch date. Once you've logged in to your account, click on the My Address Book section and choose to edit or delete the existing addresses, or add in brand new ones. Remember to save your changes as you go!
How do I change my order?
To change your order, please speak with one of our Live Chat team or call us on 0333 305 0654 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 0333 305 0654 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 tochange 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 theteam 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?
You may cancel your order at any time before it is printed by contacting Live Chat or calling 0333 305 0654 If the goods have not been dispatched and we have sufficient time to prevent dispatch, we will not process, and a refund can be requested.
Please note that because of our high-speed turnaround, orders are printed very quickly, and should the goods have been printed and despatched a refund will not be possible.
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 0333 305 0654 and we will be happy to help.
What if I’m not satisfied with my order?
Please call 0333 305 0654 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.
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 are your delivery charges?
There are none, they are completely FREE within mainland UK and Northern Ireland
We offer FREE next working day delivery, this can take place anytime between 7am - 9pm.
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 DPD - Free (Standard Next Day)
- The rest of Ireland via UPS - £12.60 (Additional 2-Day Service)
For any address outside the UK please contact customer service on 0333 305 0654
How long does delivery take?
All our parcels are sent next working day. The usual more remote postcodes can take between 3-5days.
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 upgrading your 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. You can be kept updated by logging into your account or checking your Notification centre within 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 0333 305 0654 and they will try their best to amend the delivery.
Will my customer know that I have used ASL print essentials?
No. We use unbranded packaging with no reference to ASL print essentials. 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.
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 0333 305 0654 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 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.
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 as your file are larger, please speak with one of our Live Chat team or call 0333 305 0654
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.
Can you check my files?
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 or your personal Notification centre so please make sure you check your inbox including your junk folders as well as your Notification center 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, check out 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 contact our dedicated ASL estimator Allan through request a quote or alternately email Allan at email@example.com.
I am a new customer
If you’re new to ASL Print Essentials, set up a free account today and revel in benefits which include:
- Getting 10% off your first order
- Being able to save a quote for future projects
- Using multiple delivery addresses