FAQ - answers to frequently asked questions

• For how long can I cancel my order after having placed it?

As soon as your data and payment (in the case of prepayment) have arrived, our pre-print department begins to process your order. We check the data and start production. From that moment on, your order cannot be cancelled anymore, unfortunately.

• Can I place my order via e-mail or phone, too?

You can, generally. But please note that our shop prices only apply to orders made through our online shop. Our prices are as low as they are because we have been able to reduce manual order processing to a minimum. Orders of shop products that we process manually require a surcharge of 10.00 € net (11.90 € incl. VAT). If you use our online shop for the first time and you are insecure about the order process, we will be glad to assist you by phone. 

• What is a special request?

You can request any product that is not available in our online range with the “special request“ button; for example a different format, print run, or grammage. Our sales department will then get in touch with you as fast as possible and send you an offer. 

• How do you calculate the date of delivery?

For calculating the delivery date, the receipt of data and payment (in case of prepayment) is the crucial time. Here is an example: You order flyers and select express production (2 working days). We receive the data by 12:00 noon on Monday, so we can commence production on the same day. Consequently, the first working day will be Monday so Tuesday is the second day. Therefore Wednesday as the third working day will be calculated as the day of delivery. For detailed delivery times, please see the table on the product page. And please note that we guarantee print and delivery deadlines to 95%. Public and bank holidays may also delay production and shipment.

• Can I receive my order earlier?

The indicated delivery time (e.g. 3-4 workdays) does not permit delivery at a certain desired date. We generally guarantee delivery by the last workday, however, your order may get delivered faster if sheet planning and order processing allow for even better efficiency. If you need your order to get delivered by a certain deadline, select express or overnight delivery, if available. 

• Can I divide the shipment between several addresses?

Yes, that is possible. We require you to send us an e-mail immediately after receiving order confirmation and inform us about how exactly you would like to divide your shipment. We will then calculate your surcharge and enter an additional item into your order. After that, you will receive an updated order confirmation. As soon as the payment including the surcharge for several addresses of delivery has arrived (in the case of prepayment), your order will be processed.

• Is it possible to get samples sent to the billing address?

We will be glad to send some samples to the billing address. Just send us an e-mail requesting a sample immediately after receiving your order confirmation. We charge 5 € net. for sending the sample by mail (the price differs for larger quantities sent by UPS, please request price information individually) and add another item to your order. You will then receive an updated order confirmation. As soon as the payment including the surcharge has arrived (in the case of prepayment), your order will be processed.

• Does the shop price include postage and handling?

Yes, postage and handling are included in the indicated shop price.

• Do the indicated workdays include delivery or only production?

The workdays include delivery time by UPS or our shipper.

• I would like to pick up my order in person - will that result in faster lead-time?

Unfortunately, this does not affect lead-time. The delivery deadline is calculated automatically by our system. 

• What is the difference between ”SOFORTüberweisung” and prepayment?

If you select “prepayment“, you will transfer the payable amount as usual, via Internet banking or through your bank, as you prefer. Please note that production will start only once we have received your payment. If you select ”SOFORTüberweisung“, you will be asked to click the button ”pay via SOFORTüberweisung“ and will be directed to the portal. All you need for that portal are your access data for Internet banking and your TAN number to confirm the transaction. As with a PayPal payment, the production of your order will start immediately in this case.

• When will I receive the invoice for my order?

We send our invoices by e-mail after the production of your printings. In general, your invoice is issued as soon as your order has left our production facility. 

• What is included in the standard (free) and premium (chargeable) data check?

To see a detailed description of the data check options (standard and premium), go to our service area and view “order information“.

• I have uploaded my data - how can I know if they have arrived?

Normally, you can assume that the data you upload will be received safely. If any data should be missing, our prepress department will contact you by e-mail. 

• For how long can I make changes to my order, e.g. with new data?

As soon as the data have been uploaded and your order has reached the data check status, no changes can be made anymore. You can view the status of your order at any time by logging into our shop.

• Can I get a proof of my order?

We will be glad to make a proof on request. Proofs can be ordered through our shop. When selecting ”best quality”, the printer will compare your proof to your ordered printings right at the machine for adjusting colours. When selecting ”best price”, your proof is only for yourself to preview what your printings will look like.

• How precisely will the colours be rendered in my printing? 

Both paper and colours are not always subject to the same conditions, so slight colour deviations cannot always be prevented. We offer you the option of getting a colour-true proof of your printing. Such a proof allows you to check the result beforehand, but cannot be used to adjust colours of standard items. Please also note the information provided by FOGRA (Forschungsgesellschaft Druck e.V.) on their website http://www.fogra.de/ 

• How do I set black & white or coloured images correctly?

Coloured images should always be saved in CMYK for pasting into your file. When creating black & white images, make sure to save them in greyscale mode and to create grey graphics and fonts only with black (K). Doing so will prevent colour cast, which may result in slight, but unwanted inking fluctuations in offset printing. TIP: Design grey areas with black and save black & white images as greyscale image!

• What is best when setting fonts? What do I have to consider when setting black areas?

Fonts reach the best quality when they are vectorised and set to 100% with a colour (see also “fonts“). Fonts set in 4c will lose edge definition, while fonts set in 100% black will yield the best results. For coloured areas, 100% black will yield a dark grey in offset printing. If you want to get a rich black, just set the value of black to 100% and underlay with 60% cyan and 40% magenta. All fonts set in a pixel format such as .tiff or .jpeg will lose edge definition. This is not the case with vectorised fonts. The best option is to set fonts in 100% black and not 4c (see also: “black is not just black / colour setting“).
TIP: Set your fonts in a vector program and save your file in a vector-supporting format like .pdf or .eps. Please note that areas with more than 300% colour will cause problems in the finishing process, because the colour will not thoroughly dry and may even stain subjacent sheets. Complaints made because of too much colour will not be considered. TIP: Set fonts with 100% black and black areas with k=100% + c=60% + m=40%. 

• What do I have to consider with light and dark areas? 

Avoid the combination of dark areas on one side and light areas on the other side. That may result in dark edges on the light side.

• What about margins and frames? 

Due to the technical conditions in cutting, tolerances may occur. You should avoid thin white or coloured margins (up to about 5 mm) and thin frames. 

• Can the Euro sign cause problems?

Despite the fact that the Euro has become the prevalent currency, some typesets are still behind the times. It may happen that even standard fonts still occasionally replace the Euro symbol with a black square.
TIP: Remember to vectorise fonts prior to data export. You can purchase and download current and popular fonts here: http://www.itcfonts.com/  

• My monitor is not calibrated - can that affect colour rendition?

The calibration of printers and monitors is an elaborate and costly process. On uncalibrated monitors, the rendered colour can deviate remarkably from the true colour of the printing. Since good colour evaluation is crucial, we offer a colour value book for review, which is adapted to our papers, machines, and colours. TIP: Order a colour value book and make sure to check your colours in normal daylight.

• Which file formats are suitable for data submission? 

In order to ensure smooth, economic, and flawless production, we need you to submit your files in one of these formats: .jpg, .tiff, .eps, or .pdf. PDF files must be in Version 1.3. You can download this version from our ”Downloads” page or make sure that your PDF corresponds to the PDF X-3 standard. Any errors that may occur with newer versions cannot be claimed. These are often incorrectly displayed transparencies.

• Which colour deviances are tolerable? 

Please understand that various influences can lead to colour deviations in printings. Paper, ink, and even temperature can cause colour deviations in offset printing. Deviations up to Delta E 5 are considered acceptable tolerances.   

• What are the cutting and folding tolerances?

Machine cutting and folding can result in slight tolerances in cutting and finishing (e.g. folding). Up to about 1 mm, these deviations are considered acceptable tolerances.

• How do I set the bleed? 

The technical cutting process may lead to tolerances that can be prevented by adding a bleed. Such a bleed added to all four sides of a file ensures that the background is printed and cut to fill up the entire flyer instead of showing a thin white line going around the edge. All background colours and images should extend to the bleed. All text and images should be positioned far enough from the trim line to prevent them from being trimmed off. Please include a 2 mm bleed for flyers and a 3 mm bleed for brochures.  

• How high does the resolution of my data need to be?

Digital images are combined from many single dots on screens and by printers. The resolution of the image depends on the number of dots used and is measured in dpi (dots per inch). The optimum resolutions are:
300 dpi for offset printings, 100-150 dpi for large sizes (depending on the particular size of the product), and 72 dpi for screen displays.

• What is the colour space for creating my file?

“CMYK“ is the term for the basic colours in 4-colour print. Endless shades can be obtained by mixing the three basic colours, namely cyan (bright blue), magenta (bright red), and yellow. Black is obtained by using all four colours (subtractive colour synthesis). The screening of the separated colours allows all variations of hues and brightness. The fourth colour, black (key), has proven to produce the best results when printing dark lines and letters. This is why CMYK print is also called 4c print. Colour printers also function with CMYK, which is why they require the use of 4 colour cartridges.

• For how long will my print data be saved and filed?

All your print data is filed for 12 weeks. Please note that your data will no longer be available after this period.

• What do I have to consider when choosing matt paper? 

Please note: when choosing matt paper without coating, there is a slight chance of colour set-off, because matt papers can absorb ink more than coated (glossy) papers, even after a few days of drying time. TIP: For more sophisticated print products, you may request a varnish coating for matt paper printings. The varnish will keep ink from setting off. 

• Can I also send ”open format” data?

In order to ensure a smooth, cost-effective, and error-free production of your printings, the following data formats can be submitted: .jpg, .tiff, .eps, or .pdf. (PDF must be in version 1.3.; you can download this version from our download page in the support area or make sure your PDF corresponds to the PDF X-3 standard. Any errors that may occur with newer versions cannot be claimed. These are often incorrectly displayed transparencies). However, should you be unable to create the preferred file formats, you may submit “open format data“ (e.g. .psd, .ai, .ind, .fh, .qxp, .cdr). With these formats, we need your approval before printing, so a proof of your file will be e-mailed to you for approval. Please understand that we have to charge extra for data conversion, depending on the effort. We will notify you beforehand about the amount of the surcharge. Please make sure to send images along with the data and to convert all fonts to vector graphics. Your order can only be processed after your approval. We cannot consider any data that has been created with common office programmes, and PDF files created from them are not fully printable. 

• For how long after receiving my printings can I make a complaint?

Complaints can be made for 10 working days after delivery by sending us, if possible, 50 samples along with a short informational letter. After 10 working days have expired, no complaints can be filed anymore. 

• Can I determine the running direction of the paper?

In gang run printing, the sheets are used to capacity. Due to differing capacities, the running direction of the paper may vary. If your order requires the running direction to be considered, just send a special request and we will calculate an individual print order.

• Which paper is best suitable for writing and stamping?

In general, uncoated paper with a rough surface is best for writing. Our 90g/m² offset paper is perfect for this purpose and also suitable for laser and inkjet printers.

• From which grammage will the printing be creased before folding?

The lowest grammage we crease before folding is 170g/m² art paper (170g/m² glossy art paper is not creased).

• I would like to order a folded flyer with several pages. How can I select this product?

If you want to order a folded flyer with more than two pages, you can select this option on the “folder“ product page.   

• Why is printing exceptional grammages (special requests) more expensive than the standard grammages in the shop?

Our standard grammages are purchased in large amounts and our printings are produced in gang runs. We place multiple printing projects on the same sheet, so that several customers share the plates and setup cost. As a consequence, all other paper grades can only be used in individual orders and are subject to different calculation parameters.

• Can I order loop stitching with A5 landscape format?

Unfortunately not, we can only deliver loop stitching for A5 portrait format or larger.

• I would like to order business cards - what exactly does “number of versions“ mean?

 
When ordering business cards, you can select different numbers of versions. If you select, for example, versions = 2 from a print run of 1000, you will receive 2x1000 business cards.