FAQ
We have tried to make our service as easy to use as possible but we do realise you may have questions. Hopefully these FAQ's will answer any questions you may have. If you do not find the answer you are looking for here please contact our customer services.
ARTWORK
What is the best way to create my artwork?
You will require a good working knowledge of one of the major artwork programs: Indesign, Quark, Photoshop or Illustrator. Your artwork can be created from scratch to our specifications. You may find it helpful to use our artwork guidelines. Applications such as Microsoft Word and PowerPoint can be used to create PDFs, however we do not recommend their use as the fonts and colours will necessarily print correctly. If in doubt, we would recommend that you commission a professional designer to create your artwork or contact us.
How do I create PDFs?
It’s easy to create PDFs if you have the right software. Just read our PDF creation section and use the template download. Using our templates will make the process simpler as we have set the PDF presets for you. Artwork guidelines. Alternatively you can ask a graphic designer to help you or contact our design service.
It’s easiest to create the text for your cover letter within your preferred word processing program so that spelling and grammar can be checked. You should then cut and paste your text into the cover letter in Real Print. You can of course type directly in to your management if you find this easier.
Can I supply artwork as anything other than PDFs?
PDF’s are our preferred format. If you cannot produce a PDF, first try our tutorial or get a colleague to make a PDF for you artwork guidelines. If you still are having problems please contact our customer service.
Can I send just a brochure or just a letter?
Currently each order has to have one cover letter and one leaflet. The cover letter has to be supplied as it also acts as a despatch label. If you prefer, you can choose not to enter text in the letter or upload a blank letterhead.
Can I print RGB images?
We can print RGB images but cannot guarantee the colour balance. We therefore recommend that you convert all your images to CMYK.
How long will my artwork remain on your system?
If you use our system regularly we will not remove your artwork without prior notification. If you have not used Real Print for three months we may delete your artwork. We will notify you prior to doing this.
Will you be doing any other sizes?
We intend to add new products very soon and at regular intervals.
What is a hi res image?
A hi res image is an image in jpg, tiff or eps that has been scanned or shot at 300dpi.
In what format do I supply the addresses for bulk mailings?
Please supply the addresses for bulk mailings as CSV files in any spreadsheet program such as Excel.
Should my artwork have a bleed?
All PDFs should be without a bleed - see template instructions for more info artwork guidelines.
What happens if I supply lo res images?
Lo resolution images will print but they will not look very good, we would advise if you are ever in doubt to do a test print before sending to your customer.
How much does it cost?
We charge by the unit, so it’s very easy to work out the cost of your print. If you have larger quantities of 1000 plus we’d be pleased to quote you a special rate please contact our customer service.
Can I print other sizes and more pages?
At the moment we only offer two different print formats as standard although this will evolve over time. If you would like a quote for conventional mailings please contact our customer service.
How do I ensure print quality?
Your letter and leaflet are printed on HP Indigo digital presses, in our opinion the finest digital print. We’re so sure that you will be happy with the results that we are inviting you to do your first mailing for free! It’s best to send a test print to yourself before you start mailing out.
Can I send other print in my envelope?
We can put additional material into your envelope for an extra charge. Please contact our customer service for more detail.
What stock do you print on?
For the letterheads we use 100gsm Conqueror Ultra Smooth and for the leaflets 200gsm Silk.
Do you offer discounts for large runs?
Absolutely. For longer runs or special orders please contact our customer service and we’ll get back to you straight away.
How long does it take to print order?
If order is placed by 1pm we will despatch same day (excluding weekends and holidays).
Do you supply free samples?
When you sign up your first order is free. If you would like more samples drop us a line at our customer service.
What technology do you use for print?
Our print is produced on the latest HP Indigo presses.
What is printed on the envelope?
Envelopes are blank, unless you have special envelopes you would like us to use.
Do you use stamps or frank?
All letters are franked with a generic stamp.
Is there a minimum or maximum order?
No. There’s no minimum or maximum order. If your order is above 1000 mailings, contact customer service for special rates.
How many free mailings can I do?
You get a one free mailing with every sign up.
How do I track my order?
You will get an email from us when your order is put in the post.
How do I get a refund if I am not satisfied?
If your order is not delivered or you are not satisfied with any aspect of your order we will issue a refund. Please contact our customer services for more details.
What is your privacy policy and are you registered with Data Protection?
We are Data Protection registered. Please see our privacy policy for more details privacy policy.
How can I unsubscribe from your mailings?
Contact our customer services or click unsubscribe at bottom of mailing.
What are your Terms and Conditions?
See our T&C’s here: Terms of Use
Do you think that we could do better?
We are always happy to hear feedback so please drop us a line at our customer services.
Do you charge VAT?
VAT is charged as extra and clearly marked in the job costing section.
Is your ecommerce safe?
Barclays provide our merchant service. We are PCI compliant and 100% secure.
DESPATCH
How long does an order take to print?
You order will be printed and dispatched within 24 hours of receipt of order (except weekends and holiday).
How long for delivery?
We use Royal Mail; all mail is sent first class unless express post is requested.
Can you do special delivery?
We can usually arrange special delivery for an additional cost. Just contact our customer services for more details.
Can I specify a delivery date?
Our system only allows for all orders to be posted straight.
How can I send letters abroad?
We do not currently post outside the UK.
Can I track my order?
You will be notified that your order has been print and put in the post. We cannot track your order once it is with the Royal Mail.
Will I have to pay if order is not delivered?
Any orders not received will be refunded. Contact us if you have any queries.