Frequently Asked Questions

Delivery

Q I want to collect, can I get a discount?
A Unfortunately not. Delivery is free for clients who order online so if we were to offer a discount for collection, in reality, delivery wouldn't be free.
Q What is 'timed' delivery?
A You will be notified by email and/or text a one-hour time slot in which your goods will be delivered. Hopefully this will stop you having to wait in all day for your goods to arrive.
Q Do you deliver everywhere in the UK?
A Free delivery only covers Mainland England, Wales and the less remote parts of Scotland. We can deliver anywhere else but you'll need to ask us for a custom quotation.
Q Can I send to multiple delivery addresses?
A Not through this website. However, we can process this for you manually. Please contact us with your requirements and we'll issue a custom quote.
Q Can I have the goods delivered to somewhere other than my invoice address?
A Yes. You can add multiple addresses in your account and have the goods delivered to any one of them.
Q My goods have arrived damaged. What do I do?
A All goods leave Flexpress in perfect condition so the likelihood is they've been damaged in transit. Please take photographic evidence of both the goods and the damaged packaging as we will need this evidence to lodge a claim with the carrier. As long as we can claim against our carrier, we are happy to replace damaged goods. Without this evidence no claim will be considered.
Q Can I have an AM delivery?
A We can arrange an AM delivery but this will cost extra depending on the weight and size of the job. Please contact us if you need us to arrange this for you.

Artwork

Q Can I re-order the same goods without sending new artwork?
A In order to avoid potentially printing the wrong file, we ask that you submit new artwork for each order. Of course if Flexpress have been involved in the creation or amendment of artwork, we keep it on file for 3 years from your last order date.
Q I'm not completely confident with my files. Do you check them?
A We do check files for common printing issues and will notify you if anything is not right. We don't check supplied files for spelling or grammar. It is in your interest to accurately prepare the file as any problems will inevitably cause delays and we won't be held responsible for printing problems caused by incorrectly prepared artwork.
Q I think I've sent you the wrong file. What should I do?
A Contact us immediately on 0116 2676269 and we'll put a hold on your order. Please don't email us as the job could have been put into progress by the time your email is read.

Ordering

Q Are turnaround times guaranteed?
A We guarantee that the job will be dispatched on time. However, as we use third party, overnight carriers for deliveries outside of Leicester and have no control once the goods have left our building, we cannot be held responsible for orders not arriving on time.
Please be aware that the deadline assumes we have 'approved' artwork by the time stated. If you request a proof copy and don't approve it by the latest time stated, it will affect the final deadline.
Q What if I'm not happy with the product?
A Every product is covered by our total satisfaction guarantee. In the event the quality of product or service is sub-standard through any fault of ours, we'll reprint or refund - no questions asked. Please ensure you email your query/complaint to admin@flexpress.co.uk within 7 days of receipt of your order.
Q Do you do any other quantities than those stated?
A We can produce any quantity including much larger quantities of any required product but can't necessarily stick to next day dispatch.
Q I've seen cheaper prices, can you match them?
A At Flexpress, we won't compromise quality, service or reliability merely to be the cheapest. Our competitors can't match our overall value for money which is why we don't feel we need to match their prices. Bear in mind we're one of the fastest growing printers around for good reason.
Q How come some products don't have VAT added?
A Certain printed items are VAT zero rated. In general these would include books, booklets, brochures, price lists and leaflets. The VAT rules are complex; for example certain leaflets can be VAT standard rated. If we feel there is an issue, we will notify you once we have examined your artwork, otherwise assume the price is correct.
Q Is your printing done on site, here in the UK?
A Many low-cost printing companies are not forthcoming about the fact they're based overseas; which often causes delivery issues and makes communication difficult. At Flexpress, all our work is printed and finished in-house here in England keeping British people in jobs and making us very easy to deal with.
Q Do you do any custom products not featured on your website?
A We undertake lots of incredibly complicated custom work which is often difficult to source online or locally. Please contact us with your requirements or use our custom quote form.
Q I've made an error with my order. Who do I speak to?
A Please call us immediately on 0116 2676269 so we can put a hold on your order. Please don't email us as the job could have been put into progress by the time we read your email.
Q Can I cancel my order?
A You may cancel your order at any time but this will be subject to an administration fee along with a charge for any work we have completed to that point.

Accounts

Q Can I open a monthly trading account?
A You can open a 30 day trading account with us but as administering account clients is both more costly and risky, we charge an additional 15% on all our web items for the use of this facility. Please contact us for more information.

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Can I thank you all at Flexpress for your fantastic service and printed materials this year for (my company), for Leicester Art Week and for my friend, Jane. I know Jane has found your support invaluable (and has probably saved her sanity!)

Lucy Phillips,
2nd December 2016
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Just wanted to drop you a quick note to say thanks for all your help getting our panels sorted for the Pub17 show. I've been very impressed with the design and I wouldn't hesitate to use Flexpress again in the future.

Alec Vjestica,
17th January 2017
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Just wanted to say many thanks again for the continued good service this year.

Jeremy Naylor,
1st December 2016
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Just wanted to say thank you very much for the Foamex boards we recently had delivered. The picture quality has turned out better than we expected and we are very pleased with them.

Rhianna Lewis,
31st August 2016
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I wanted to give you a big thank you for delivering the Twist frame so quickly. From the time I sent the first email to the afternoon you set it up took less than 5 working days. Amazing turnaround and outstanding service as always. I've received excellent feedback from our Product Manager and MD, it looks great.

Maryline Kennedy,
17th November 2016
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