Frequently Asked Questions (FAQs)
Here, you can get some quick answers to some of our most common questions our customers regularly ask. If you’ve got any queries which aren’t covered by the entries below, or you need some further information about a specific topic, feel free to get in touch with our customer service team on 01254 686 500.
- How do I place my order?
You can search for your products by subject category and age group. You can add items to your shopping basket as you browse through our website. When you have finished shopping, click on the ‘view basket’ icon at the top right of the page from where you can proceed to checkout. You can edit quantities or remove items from your shopping basket prior to checkout.
Alternatively, you can also order by simply downloading the order form that you’ll find on each page. Fill in your order details and post, fax or email it back to us at firstname.lastname@example.org.
- How do I order personalised items online?
You will find the option to personalise your order in the Build Your Book section in our online shop. Choose to personalise the front and / or inside cover of your book and upload a high-resolution jpeg or png file, along with any additional copy or instructions.
You can also choose book size, ruling, number of sides, cover colour, page tints binding and lamination to get a truly personalised book to meet your needs.
- How do I pay for my order online?
You can pay by credit or debit card online. You can also set up an account with us and payment for all orders is due within 30 days of the invoice date.
EPSL Educational Printing reserves the right to charge interest at the rate of 2 per cent per month on overdue invoices.
All prices are quoted in pounds sterling and are exclusive of VAT where VAT is chargeable, unless otherwise stated.
Where applicable, VAT is charged at the current rate. All prices are on an E. & O.E. basis.
- How do I open an account with EPSL Educational Printing?
If you would like to open an account, please contact us via the website enquiry form or contact us on 01254 686 500.
- Do you have a catalogue?
All our products can be found and ordered on this website, but we do have brochures covering our products ranges that you can request by telephone. If you have any questions regarding any of our products or services, please contact us via the enquiry form or ring our customer services team on 01254 686 500.
- When can I expect my goods to arrive once I've placed my order?
We aim to dispatch all standard (non-personalised) product orders within 5 working days for next day delivery (to most areas of mainland UK).
For personalised orders please allow 7 – 10 working days from artwork approval.
We also offer an Express Delivery service of 24 hours for non-personalised and 5 days for personalised products, please speak to our customer services team on 01254 686 500 for more information if you require this service.
These dispatch times can vary significantly at peak times. For details of delivery charges, please see Postage and Packaging under our Terms and Conditions.
Unfortunately we do not accept overseas orders online. For orders to overseas addresses please call us at 01254 686 500 or email email@example.com.
- How will I know if an item is out of stock?
Our customer services team will contact you once we receive your order to inform you if an item is out of stock and will advise you when we expect to deliver your order.
- What are your delivery terms?
Goods will not be left without a signature and it is the customer’s responsibility to check the number of boxes in the consignment before signing acceptance of the delivery.
Corrections cannot be made to the consignment size after a signature has been obtained.
Please note that any incomplete orders or damages must be reported first by telephone to our customer services team and then in writing.
This must be carried out within 3 days of receipt of goods, otherwise claims will not be considered. Please send a copy of the delivery note where applicable when you inform us of any incomplete or damaged deliveries.
- What happens if I want to cancel my order?
If you would like to to cancel an order please contact our customer services team on 01254 686 500 and then confirm cancellation in writing. If either process is not carried out the order will not be deemed cancelled.
Standard Items (non-personalised):
An order for standard items cannot be cancelled once it has been sent to dispatch to be made ready for delivery. In this instance the customer will receive the goods together with their invoice. If the customer wishes to return the goods, the returns procedure must be followed as outlined under our Terms and Conditions. A standard order that has not been sent to dispatch can be cancelled without penalty.
A charge will be levied for all work carried out up to the point of cancellation. The charge will be determined by the number of hours spent preparing the job and the materials used at the time of cancellation. A minimum cancellation charge of £25.00 is made for all personalised/bespoke orders that have been started.
- What if I'm not happy with my goods?
Where goods are deemed unsuitable we are happy to accept returns of most standard items. Goods must be in a re-saleable condition in order for a credit note to be raised.
Credit notes will be issued less a 10 per cent handling charge and less all carriage charges incurred by the company. Please contact our customer services team prior to any return and include a copy of the delivery note with the returned items.
Returns will not be accepted without prior authorisation. EPSL Educational Printing can arrange collection of any unwanted goods. The charge for this service will be passed onto the customer as described above (carriage charge incurred).
Personalised and bespoke items are not accepted as returns and any customers returning such items will not be issued with a credit note.