Frequently asked questions
Order
If something has gone wrong with your order, you can advise us of this. We will do all possible to rectify it smoothly and promptly.
Please follow the steps below when reporting a complaint:
Submit the complaint in writing: By email to [email protected]. Remember to state the relevant order number.
Any defect must be proven. Please note that 5% of the quantity may be spoilage. That’s why we need proof showing more of the delivery. This of course only applies to visible defects. It does not cover underdeliveries or elapsed delivery deadlines.
Let us know how many of the items are affected.
We reserve the right to request some samples by post or to collect the goods for inspection.
Tell us how you would prefer the matter to be resolved.
The complaint is assessed promptly by our staff. We will get back to you by email as soon as possible, using the contact address stored in your customer profile.
Files can be uploaded through the website or emailed. Files sent via post will also be accepted.
Orders can only be placed online via our website. No orders can be accepted via any other method -e.g. e-mail, fax or post.
You can use any current layout and graphic design program such as Adobe Illustrator, Adobe Photoshop or Picture Publisher. You can also use any other program that creates TIFF, JPEG or PDF files.
As long as all order items in your shopping cart have the status “On hold”, a chargeable cancellation of the entire order is possible by email to [email protected]. As soon as one order item has exceeded this status, every item can be canceled until the status “Shipping”.
As compensation for cancellation, we charge a fee of $10.
If the print job is already placed on the printing plate (so-called Pooling), we charge the net product price plus optional extra services (e.g. premium file check) as compensation for the cancellation, as the automated printing process cannot be stopped from this point.
File Preparation
In order to create a Spot UV job you must attach a Spot UV template file as well as the regular full color file. The Spot UV template should show all the places where the UV will be placed with 100% K. White areas indicate parts of the design without the UV.
No. Please make sure that you send front and back artwork in separate files. Each side is printed separately in our process so not separating files can cause delays.
Please do not send any extra files such as proofs or samples unless you are requested by one We only need the final printing files.
It’s best to prepare your files in the CMYK color mode, otherwise we automatically convert it from the RGB mode which may result in color shift. To ensure you are fully satisfied with the print it’s recommended to send in the CMYK color mode files.
To ensure high quality of the print we accept 300 dpi files and higher.
All the artworks are checked by our team before printing. If we encounter any problems with the files we will contact you and advice changes in the format. Please note that the conversions of both color mode and size will be made automatically without previous information.
During the artwork analysis, we check:
- whether the files are submitted in one of the accepted formats (PDF, JPG, TIFF, EPS or PS)
- if the number of pages is correct
- if the provided file is in greyscale (only if you ordered a one coloured print)
- if the file is the correct size (if not, we will scale your artwork to the desired size, however this might result in the decrease of resolution. Also no additional bleeding will be added in the process)
- if perforations lines have been indicated
- if the appropriate fonts are embedded within the file
Yes, at BillyPrint all the artworks are checked and verified to make sure they are fit for print.
Document Colors
- Use CMYK color mode to prepare your files, not RGB.
- Set the font color to 100% K instead of 4c for black text.
- Enter the desired Pantone or HKS colors in to the color channel when using special colors
- Instructions for special colors: Create areas with another process color (CMYK) overlaying a special color using knockout instead of overprinting. Special colors over a CMYK color should be created using knockout.
- Use greyscale color mode when ordering a greyscale item.
- Create grey areas in shades of black to ensure a perfect print result in greyscale.
Files in Original Size
- Create your files for print in their original size (the final trim size).
- Artwork that is too small or too large has to be scaled to the correct print size, usually without edge trimming (bleed). This results in a reduced quality final result.
The Right Trim/Bleed
- Always add trim/bleed to your files to allow leeway for cutting differences in production.
- Our standard trim allowance is 2mm.
- Envelopes: 1mm
- Advertising technology products, presentation folders, packaging & calendars: 3mm.
- Textile stretcher frames: 15mm.
Safety Margin
- For best results, keep all of your important content at least 3mm away from the edge of the finished size.
- Keep at least 20mm away from the binding edge on spiral bound calendars or brochures.
- Make sure background pictures, colors and layouts do extend in to the bleed area to prevent white lines as a result of cutting tolerances.
Page Numbers
- Check all of your superfluous pages have been deleted.
- For multi-page files, create each page in sequential order, starting with page 1 (front page) and continuing on until the last page (back page).
Image Resolutions
- Graphics, images & pictures should be 250 dpi.
- Color images & greyscales – 250 dpi.
- Line artwork (drawings & text in a small font size) – 1.200 dpi.
- Advertising technology & ad posters with text – 150 dpi.
- Advertising technology products – 72 dpi.
Line Weights
- All lines should be at least 0.22 pt.
- We automatically increase lines that are too thin to a printable weight (except lines that are set to exactly 0 pt).
- Don’t use borders as a way to define layouts as due to mechanical tolerances these might be cut into and show up on the final product.
File Formats
- Save your files in print ready, vector file formats such as PDF, EPS, AI, PS, JPG, TIF.
- Reduce all layers in to a single, flat, background layer.
Embedded Fonts & Paths
- Convert all of your fonts & paths to outlines to prevent printing problems (or if we do not have the exact font on our systems).
- Allow sufficient contrast between font colors and background colors.
To make sure that there are no white areas on your printed product, all the submitted files must have a 2 mm bleed on each side. This means that your design (both images and graphics) should be always 2mm larger than the actual print format. Failing to do so may result in small deviations which lead to white margins. To make sure that the fonts and crucial design elements are visible, please place them at least 3mm from the final format (not including the bleed) and don’t use frames as boundaries in the layout.
Additionally:
– If you are submitting your print data in an open format the bleed should be 4mm on each side (eg. A4 size including a bleed should be 301×214 mm)
– If you are submitting files for presentation folders, banners, monthly calendars, packaging or any other advertising technology products please prepare the file with a 3mm bleed on each side
– Envelopes must be submitted with a 1 mm bleed.
– Textile stretcher frames require 15 mm bleed.
Yes – all the accepted files must be print-ready.
You can upload your files in the following formats:
JPG, PDF, EPS, TIFF, PS (PostScript)
Make sure that your PDF file is saved directly from a graphic program in the PDF/X-standard (PDF/X3 or PDF/X1a) format. In order to avoid issues with layers and transparencies in the printing process, it is advised to use the “compatibility 1.3” setting while saving your artwork.
If you are submitting your files in TIFF format, please make sure you reduce the layers to only one layer.
In order to prevent problems with variations in color or print image, please don’t use the pre separated DCS EPS data.
Production
We offer both coated and uncoated paper print. The uncoated stock is best for stationary, postcards or any other surface that will be written on. Coated paper is available in two finish options – glossy or UV (which is shine and smooth) and matte (flat).
No problem – we are working with Macintosh and Windows as well as with all current programs.
We offer, for example, grooving or perforating as special finishing methods. We recommend grooving for heavier paper weights such as 170 gsm and more because this reduces, but does not eliminate completely, the risk of paper breaking open in the case of folded products.
Our protective varnish protects your print product from abrasive wear, and creates a slightly water-repellent finish. The paper will additionally not turn yellow, as both it and the dye are sealed by the paint.
By choosing high-quality cellophane coating/Lamination (Gloss/Matte/scratch-proof/Softtouch) with a paper weight of 170 gsm and more, you can refine and protect your product.
The UV varnish is an additional layer of varnish which creates glossy and perspective-inducing effects. UV varnish can be applied everywhere or in certain areas (UV spot varnish). Varnishing not only generates excellent high-gloss effects, but also makes the product hard-wearing, protecting it from scratches.
The UV varnish is an additional layer of varnish which creates glossy and perspective-inducing effects. UV varnish can be applied everywhere or in certain areas (UV spot varnish). Varnishing not only generates excellent high-gloss effects, but also makes the product hard-wearing, protecting it from scratches.
The UV relief varnish creates an outstanding experience, both visually and haptically. Similar to embossing, you can feel the UV relief varnish, but it does not leave any visible structures on the rear side of the product. The UV relief varnish is used to create haptic effects for individual elements such as lettering or decorations.
Blind, Letterpress- or relief embossing accentuates individual motifs, logos, decorations or lettering in a three-dimensional manner. The product is shaped in the relevant areas, i.e. embossed or infilled, giving it an additional haptic effect.
In hot foil flat embossing, a transfer ribbon is applied to the designated areas using heat and pressure. Different effects are achieved depending on the ribbon used, e.g. high-gloss metal films in gold, silver or bronze/copper.
Hot-foil relief embossing is a combination of blind/relief embossing and hot-foil flat embossing: Using heat and pressure, a transfer ribbon is applied to the areas due to be embossed, and these are then embossed, creating unique light reflections and amazing haptic effects.
After the free file check you will receive an e-mail informing you about the quality of your artwork. If your artwork is perfect, printing can soon be started. If we find any errors, however, which may have a negative effect on the print result, you will have the following three options to choose from:
a. Send new corrected artwork,
b. Our team edits your artwork (extra charges applies),
c. Approval for printing; this means you will have your artwork printed without further editing.
CMYK stands for the four basic colours (Cyan, Magenta, Yellow, and Black) which can be mixed to produce any other colour. They form the basis of four-colour sheet-fed offset printing.
The term 4/4-coloured refers to the 4-colour printing process for the front and back of a printed sheet. Consequently, the front and the back are printed in full colours.
The term 4/1-coloured refers to the 4-colour printing process for the front and back of a printed sheet. Consequently, the front side is full-coloured and the back side is printed with 1 colour.
Shipment
We offer a variety of shipping options to meet your needs:
- Standard Shipping is free of charge.
- Expedited Shipping and Express Shipping involve additional charges, which are detailed on the product pages, as well as in your shopping cart and at checkout.
Your delivery date is calculated as follows:
Date of Approval + Production Days + Shipping Transit Days = Delivery Date.
Approval is completed within 1 business day. Production generally takes 1 – 7 business days. Shipping transit times vary based on the selected shipping method:
- Standard Shipping usually takes 7-12 days.
- Expedited Shipping generally takes 5-8 days.
- Express Shipping typically takes 2-4 days.
The delivery times mentioned are estimates and may vary depending on the specific product. For the most accurate shipping information, please refer to the individual product page. These estimates are based on average conditions and actual delivery times may vary. The final delivery schedule is determined by the shipping carrier and we are not responsible for any delays that occur during transit.”
Please note that weekends and holidays are not included in the Production and Shipping days. Always use the maximum number of Production Days for your calculation. If your order involves mailing, please allow an additional 2 days.
Be aware that delays in uploading your files, approving your proof, payment, and shipping transit can result in a delayed delivery date. We strive to provide accurate shipping estimates, but please remember that these are based on average conditions and the actual shipping time is subject to the carrier’s schedule. We are not responsible for any delays that occur during transit.
You will receive shipping notification containing the tracking number once it has been shipped. This email will contain all shipping information, your CSR contact information, and your tracking number. You can also view your tracking number in the My Account area under the “Orders” tab. We will also send you an email notification once the shipment has been delivered.
The whole United States, excluding P.O. Boxes., APO/FPO military addresses.
Canda.
The United Kindom.
The whole European Union.
The rest of the world.
We ship via USPS, SF Express, Fedex, UPS, or freight, or we may choose to use a different carrier.
Payment
We accept payment by PayPal for now.
Order
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Complexion-perfecting natural foundation enriched with antioxidant-packed superfruits, vitamins, and other skin-nourishing nutrients. Creamy liquid formula sets with a pristine matte finish for soft, velvety smooth skin.
This lightweight, innovative formula creates a smooth, natural matte finish that won’t settle into lines. It’s the perfect fit for your skin. 1 fl. oz.
Complexion-perfecting natural foundation enriched with antioxidant-packed superfruits, vitamins, and other skin-nourishing nutrients. Creamy liquid formula sets with a pristine matte finish for soft, velvety smooth skin.
This lightweight, innovative formula creates a smooth, natural matte finish that won’t settle into lines. It’s the perfect fit for your skin. 1 fl. oz.
Complexion-perfecting natural foundation enriched with antioxidant-packed superfruits, vitamins, and other skin-nourishing nutrients. Creamy liquid formula sets with a pristine matte finish for soft, velvety smooth skin.
This lightweight, innovative formula creates a smooth, natural matte finish that won’t settle into lines. It’s the perfect fit for your skin. 1 fl. oz.
Complexion-perfecting natural foundation enriched with antioxidant-packed superfruits, vitamins, and other skin-nourishing nutrients. Creamy liquid formula sets with a pristine matte finish for soft, velvety smooth skin.
This lightweight, innovative formula creates a smooth, natural matte finish that won’t settle into lines. It’s the perfect fit for your skin. 1 fl. oz.
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