Frequently asked questions
About Promotique by Vistaprint
What is Promotique by Vistaprint?
It’s a place where businesses of all shapes and sizes can find the promotional products they need to attract attention. As a division of Vistaprint, you’ll enjoy great variety and quantities as low as one.
Can I use Vistaprint offers on the Promotique website and vice versa?
Not at this time. Promo codes and special offers are not transferable between the two websites. Your offer details will tell you if your discount applies to Vistaprint or Promotique orders.
Do I have to order a minimum quantity?
Whether you’re looking for just one or one thousand – we’ve got you covered. Some of our products require a minimum order, but our ''No Minimums'' collection allows you to purchase only what you need. Just select the ''No Minimums'' category at the top right of the page.
What if I'm not satisfied with my order?
Then we’ll do everything we can to make it right. If you’re not absolutely satisfied, contact our Customer Care Team and let us know the situation. Then, we’ll recreate your order at no additional cost, credit your account so you can place a new order, or simply refund your money.
Can I use my Vistaprint email and password to sign in?
Yes. The sign in experience is the same for both websites.
Where are my previous uploads from Vistaprint?
Contact our Customer Care Team. They’ll be happy to transfer them over for you.
Where can I view my previous orders?
Just sign in to your account on the website you ordered from.
Can I cancel my order?
Yes, you can cancel your order as long as it hasn’t been produced yet. To cancel, just contact our Customer Care Team as soon as possible.
Can I change the details of my order?
If you contact us before we process your order, we’ll be able to make the changes you need. Just make sure to contact our Customer Care Team as soon as possible.
How much is delivery?
You can view our delivery speeds and prices on our delivery information page.
How long will it take to receive my order?
You can check our delivery speeds on our delivery information page.
It normally takes 10 business days for your order to arrive with standard delivery (although it might be faster or slower depending on stock availability). In this time, we check your design and the final product to make sure everything looks OK. Below you can see the journey, from website to your doorstep.
- Checkout: Pick your product, personalise, then order. We’ll email you the details, plus estimated arrival.
- Review: Our designers will ensure your product looks its best. If we need to make changes, we’ll email you.
- Creation: Now we create your custom product. The time can vary depending on stock availability.
- Delivery: We send your product. We’ll let you know exactly when it will arrive (plus you can track your order).
Will my order arrive in one go?
If your order includes products with different delivery speeds, it can be split into separate deliveries. This avoids delaying products that you can receive sooner.
You'll have a choice of delivery speeds, depending on the products in your basket. For example, if some of your items are available for Express delivery, you will be able to choose this option. You only need to select and pay for one speed.
Before you make the payment, we’ll show you how your order will be split and the estimated date that each product will be delivered to your address. This means you will know prior to purchase which products in your basket may arrive later than your chosen delivery speed.
Which delivery carriers are available?
We choose the carrier based on the products you’ve purchased, your address and the size and weight of your order. Though the option is not available now, our team is working to provide you with carrier options.
How will I know if my order has been dispatched?
We’ll let you know. Once your order has been dispatched, the delivery method, estimated arrival date and other tracking details (if available) will be provided in your dispatch confirmation email.
How do I track my order?
Once you’ve placed your order, you can easily track it on your Order History page. Here’s how to do it:
- Sign in to My Account
- Go to "Order History"
- Check the status of your order. If it’s been shipped, you can track it using the carrier link (e.g. “Nacex: 123” or “RoyalMailUk: ABCD1234”).
Where do you deliver to?
We deliver to most countries within the European Union (EU), except the following:
We also don’t deliver to these territories:
• Aland Island (FI)
• Buesingen (DE)
• Campione (IT)
• Canary Islands (ES)
• Cueta (ES)
• Faroe Islands (FO)
• Gibraltar (GB)
• Helgoland (DE)
• Livigno (IT)
• Melilla (ES)
• Mount Athos (GR)
• All European overseas territories
Do you deliver to the Channel Islands, the Isles of Scilly and the Isle of Man?
We deliver throughout the UK mainland. However, we’re not able to deliver to the Channel Islands, the Isles of Scilly or the Isle of Man.
Do your delivery speeds include production time?
Yes, all our listed speeds include the time it takes to print your order and deliver it to you.
Are the delivery times guaranteed?
When you add an item to your basket, we’ll ask you to choose a delivery speed. We’ll then let you know the estimated arrival date for your item –and that’s something we stand by. Sometimes bad weather or carrier delays happen, but if your order doesn’t get to you on time, contact us and we’ll make it right.
Can I arrange for my own courier or delivery provider to deliver my order?
Due to our production process, we can’t accept special delivery requests at the moment.
Do you deliver to Army Post Offices (APOs) or Military Post Offices (MPOs)?
We’re not able to deliver to military addresses right now, but it’s something we’re looking to do in the future.
Do you deliver to PO Boxes?
It’s not something we do at the moment, but we’re looking at how we can do so in the future.
Designing My Product
What types of personalisation do you offer?
We offer several different personalisation methods, including full-colour, single-colour, sublimation, embroidery and laser engraving. The method you choose will vary depending on your product, the finish you want and what you intend to use it for.
Each product page shows the personalisation options available for that product. You can also use the filters in our catalogue to find products of a particular decoration type.
Will my product look exactly like the preview?
Yes, you can rely on the preview. Our advanced technologies ensure the preview is as close to the final product as possible. Very occasionally a small variation may arise, but this is picked up by a designer as part of our review process. We’ll contact you if we ever need to make a change to your design.
Can I get design help?
Yes. Just contact our Customer Care Team. They’re design experts and can help with any questions you have.
How does your complimentary design review work?
Our professional graphic designers review your order to make sure you get the best product quality possible. If anything needs fixing, they'll email you a few options to resolve the issue (usually within 24 hours). You can choose one of the options that we provide or ask for changes. We can help with layout, text, background removal, font style and more. Please note, some of our printing methods don’t require a designer to check the customised product since the high-quality print appears exactly like the preview.
What kind of file formats do you support for uploads?
Promotique supports a variety of file formats for uploaded designs:
• Adobe Photoshop Image (.psd)
• Adobe Acrobat Document (.pdf)
• Adobe Illustrator Document (.ai)
• Bitmap Image (.bmp)
• GIF Image (.gif)
• JPEG Image (.jpg,.jpeg)
• Microsoft PowerPoint Document (.ppt)
• PNG Image (.png)
• TIF Image (.tif,.tiff)
What is "resolution"? What resolution should my image / photo be for uploading?
Resolution refers to the number of dots per inch (dpi), or the amount of detail the image has. Higher resolution means a more detailed image, but also a larger file and a longer upload time. For best results with most products, your image or photo should be 300 dpi (dots per inch) at the final print dimensions. Simply increasing the dpi setting in a graphic program does not improve the resolution.
We want you to love the products you order from Promotique. If you’re worried about how your uploaded artwork will look on your products, give us a call and we'll check the image quality.
What's the difference between CMYK and RGB?
CMYK (Cyan, Magenta, Yellow, and "Key," or black) are the ink colours used during the printing process. The term "key" is used instead of "black" because, really, this is a mixture of the cyan, magenta, and yellow inks; the resulting "black" can be minutely different from one printing company to another. RGB (Red, Green, and Blue) are the colours of light used by your monitor to display your document on-screen. Black is not listed because on-screen black is an absence of light. A mixture of red, green, and blue light produces white.
Any image you create on your computer should be created in CMYK mode. This ensures that the colours you see on-screen most closely match the final printed product. If you create your document in RGB, the colours in your printed product may vary slightly: many of the bright values produced by your monitor cannot be exactly reproduced in print. A lot of digital images are JPEG files, and JPEGs are almost always in RGB.
Why do certain colours look different when you print them?
There's nothing more upsetting than designing a product online, only to receive it and discover the colours aren't quite as you imagined. At Promotique, we understand.
Rest assured, we own a state-of-the-art printing facility that matches on-screen colours (RGB) to printed colours (CMYK) as closely as possible. We also have high quality controls and colour correction standards in place to ensure there is as little variation as possible, especially within a single product order.
We want you to be 100% satisfied with your order. If you're not, contact us and we'll make it right.