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Customer Service | Online Purchasing FAQ's

Online Purchase FAQ’s


 Printable Version 28.06.2018

Hopefully the below information will answer any frequently asked questions about our online purchase service. Currently this service is limited to a small but focused range of stock products. Stock products are part or fully assembled and sold ‘Off the shelf’ and benefit from faster lead times compared to our fully bespoke orders. We are trialling this service as of June 2018. If you have any feedback please contact us at marketing@ambro.co.uk or feel free to call us on 01952 684922. We hope that you enjoy the service and that it brings a new option for you to purchase a focused range of popular stock products.

Online Order Process

General Process

To order online:

  • select the product, quantity (maximum 1000 units) and optional print colours you require and add to your basket.
  • In your basket you can amend your quantity but not whether you require print or not.
  • If you have chosen a printed product by mistake you will have to delete the current choice from your basket and select a new product from the correct product page.
  • The basket view will show details of the product you have selected, the unit price, quantity and subtotal. You can also view any associated delivery costs and VAT.
  • When you are happy you have selected the correct item(s) click proceed to checkout button to enter your details.
  • When your happy to proceed to payment click ‘Pay securely with WorldPay’ to be taken to a secure payment link to input your card details.

What to expect

Product Ordered & Paid for
Confirmation of Order sent via email
Artwork request Email sent (if printed products ordered)
Artwork queried or PDF Proof sent (if printed products ordered)
PDF proof approval received/reproofed after amendment (if printed products ordered)
Printing commences (if printed products ordered)
Delivery date advised
Delivery reminder
Goods Delivered

Payment

Payment Gateway |

Once you click pay with worldpay you will be redirected to a secure payment service provided by WorldPay UK. We use a third party provider so that we can take advantage of the high level of security provided by the WorldPay infrastructure.

Accepted payment cards:
Visa
Mastercard
Maestro
JCB

If you do not have a compatible payment card please take down the details of your products and phone +44(0)1952 684922 or email us info@ambro.co.uk to discuss alternative payment methods.

Printed Products

If you have chosen a printed product you can download a PDF template to help you plan and set your artwork from the related product page. Guidelines for artwork submission can be found here (please read in conjunction with the extra ‘print constraints’ that apply to stock products as described below). Our stock products are screen printed, if you require another type of print finish please contact us to discuss our bespoke products.

Colour References

We will need a colour reference so we know exactly what colour you wish your artwork to be printed. We usually work from Pantone references but can match colours to provided physical samples within small tolerances too. You can provide your colour reference in the ‘Order Notes’ box during checkout or advise us you wish to send a sample to match to. Please note: matching to a colour sample will likely add to your lead time.

Maximum Print Areas and Print Constraints

Full bleed artwork is not possible on stock products. Many stock products are part or fully assembled prior to printing and all of them are at least pre die cut. Your artwork is then overprinted. Printed prices for stock products are calculated at maximum 50% coverage of the product per colour. Some products have a designated print ‘safe area’ that is less than the equivalent 50% coverage. Downloadable PDF print templates are available on all relevant product pages.

Colours that need backing up with white

Please note due to their particular make up some ink colours may require backing up with white to achieve an acceptable colour match. If this does affect your order we will be in touch to advise and to give you an option to either choose a different colour, pay for an additional (white) colour or proceed with an informed decision. Occasions such as these will be addressed on an individual basis as it is difficult to generalise and speculate about specific colours beforehand.

Artwork

We require print ready artwork to be supplied to us as part of any printed order. If you cannot provide print ready artwork please contact us and we will do our best to help. Artwork guidelines can be found here {insert link}. Please send your artwork to orders@ambro.co.uk or info@ambro.co.uk referencing your order number.

Proofing

For any printed orders we will check and set your artwork on the correct product template. We will then send a PDF proof via email/link with any additional comments for you to check and confirm you are happy for us to proceed. We will not proceed to production until we have your explicit approval in writing (usually via email). A prompt sign off will help keep your lead times as short as possible. We endeavor to proof your artwork as quickly as possible.

For any print related queries please contact us via email or phone where one of our friendly customer service team will be pleased to help.

Delivery

Online orders under £250 net value are subject to a £25 delivery charge. Orders with a net value above £250 benefit from complimentary free delivery. For the majority of orders we use recognised overnight courier services. Online products can be delivered to mainland England and Wales only. For Scotland, Northern Ireland and non mainland UK destinations please contact us for an accurate quote.

Delivery Paperwork

We operate on a plain labels basis by default for your benefit. If you would like us to use your own branded delivery notes please let us know early on in the duration of your order. You can do this by notifying us in the ‘Order Notes’ box in the checkout or by emailing us at orders@ambro.co.uk and referencing your order number.

How long does it take to get my products?

Subject to stock levels and current workloads we try to dispatch unprinted stock orders placed before 11am the same day, and printed orders within 3 days of artwork sign off. We will advise lead times during the course of your order and always keep you updated with any changes.

Delivery regions | Non Mainland Deliveries.

Delivery for online orders is currently for mainland England and Wales postcodes only. Deliveries to Northern Ireland, Scotland and non-mainland UK post codes cannot currently be purchased online. Please contact us via email info@ambro.co.uk or call us on 01952 684922 and we will be happy to quote to your desired post code and take payment over the phone or set up an account for you.

Split Deliveries

If items in your order are higher than current stock levels we may supply a percentage of your total requested order and supply the balance when stock becomes available. If this situation arises we will be in contact to keep you updated.

Missed Deliveries

We will notify you of upcoming deliveries within good time. Please be ready to receive your delivery as missed deliveries at the fault of the buyer may incur further charges for redelivery.

 

For any delivery related queries please contact us via email or phone where one of our friendly customer service team will be pleased to help.

 

Returns | Refunds

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

Faulty Products
If you find an issue with your products please contact us via email info@ambro.co.uk or phone 01952 684922 as soon as possible after receiving delivery. We will need your name and order reference and the reason for complaint. One of our friendly customer service team will be there to help resolve your issue.

Your Right to Cancel
In line with the distance selling regulations you have the right to cancel your order within 14 days from the day after you (or the person you have asked us to deliver the goods to) receive all contracted goods without giving any reason. Upon successful cancellation we will reimburse the money you have paid us for the cancelled order, including any original delivery costs within 14 days from the day after you inform us you wish to cancel. If returning goods we will reimburse you within 14 days of the day we receive the goods back. Unless otherwise discussed we will reimburse the same payment method you used originally.

Return of goods following cancellation
You have a further 14 days from the date you have informed us you wish to cancel to return any goods to us at the address below. Goods must be in their original packaging and unused condition and returned via a signed for service such as Royal Mail ‘signed for’ or an overnight courier. Costs for returning goods are the responsibility of the customer and are not refundable. If you are struggling to return goods we may be able to help you, please contact us.

Exemptions – Contracts with no right of cancel
Contracts for products that are made to customer’s specifications or are personalised such as printed stock products are not covered under your right to cancel. If you are unhappy with products of this description that we have supplied please contact us to discuss if we can help resolve your issue another way.

If you wish to exercise your right to cancel an example template is provided below to copy and fill in as appropriate and send to us via post or email:

To Ambroplastics Ltd, Chamber House, Halesfield 13, Telford, TF7 4PL, info@ambro.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our contract of sale of the following goods [*] / for the supply of the following service [*], Ordered on [*] / received on [*],
Name of consumer(s), Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate

Contact Method Details
Post Ambroplastics Ltd
Chamber House
Halesfield 13
Telford
TF7 4PL
Phone +44(0)1952 684922
Fax +44(0)1952 581414
Email info@ambro.co.uk

Ambroplastics Ltd Registered in England No. 731878. VAT no. 202968367. Registered office as above.

Alternative Dispute Resolution (ADR)
In line with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 you can use the following link to access the European Online Dispute Resolution platform.

Personal Information

Personal Information collection

In line with our privacy policy we only ask for the details necessary to complete your order:

First Name
Last Name
Company Name (optional)
Country
Street Address
Town / City
County (optional)
Postcode
Phone number
Email Address
Shipping Address(Optional if different to customer address)
Order Notes (This is where you can advise print colours or miscellaneous order details)
Newsletter sign up (optional should you wish to stay up to date with offers etc)

We will only keep your details for as long as we need to complete your order and then for any such time we need to retain for our legal obligations. After which they will be deleted unless you ask us to create an account for you.

If you are not sure what you are looking for please get in touch

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