FREQUENTLY ASKED QUESTIONS

Payment related questions:

How can I pay for my order?
If possible, we prefer it when clients pay by BACS or bank transfer. This helps us process everything more quickly and keep costs low for you. But we are happy to take payments by credit or debit card and, where it’s unavoidable, we’ll still take payments by cheque too. Cash by carrier pigeon is strongly discouraged though.

Do I need to pay in advance?
We do need upfront payment in most circumstances. If you’d like to apply for a credit account, please get in touch and we’ll discuss it with you.

 

Ordering questions:

How do I place an order for stock items?
For any of our stock products, you can order from our website, over the phone on 01482 804514 or by email. Just let us know what you’d like, in what colour and in what order quantity by 3pm on any working day and we’ll get your delivery to you the next working day.

How do I order custom products?
For Tyvek wristbands, you can use our simple online design tool to create your own single colour artwork online. For any other product, simply submit a website enquiry, email us or call us and we’ll be glad to help. If you have your own artwork, that’s great! If not, no problem, we can create it for you.

Will I get a proof before my order goes to print?
When you order using our online design tool to create your custom wristband a proof is not generated before or after placing your order, so it is important that you check for any errors or spelling mistakes as these cannot be rectified once your order is sent to print.

Otherwise, for all our custom products, yes, absolutely! This gives you complete confidence that what we’re producing for you is right, so we’ll always send you a digital proof for you to check before sending anything to print.

If there’s something you need to change or clarify at this stage, just let us know and we’ll send you a revised proof if needed. We’ll only make your products once you’ve signed off the proof.

If you don’t need the sample to be customised, and you just want to feel the quality of the product before you order, we can always send you a previous sample. Either way, just get in touch to ask and we’ll be more than happy to do whatever we can to help.

How do I calculate costs?
For all the stock products you can order online, our website will calculate the costs for you based on the sizes, styles and quantities you select.

For customised products, we give you a range of prices (depending on quantity) for each product based on a single sided, single colour print. The best thing to do if you need anything else at all is contact us for a quote and we’ll be only too happy to help you.

The other thing to keep in mind is that we won’t be beaten on quality and price. So, if you do get a better quote for a comparable product from elsewhere, challenge us to beat it under our best quality and price guarantee.

All prices shown are subject to VAT and, possibly, a delivery charge (depending on the value of your order and where you’re based). See below.

Can I get a physical sample before I order more?
It depends on which product you’re ordering because it takes just as much work to set everything up to make one product as a thousand. In exceptional circumstances though, we can provide this service, so please contact us by phone or email and we’ll be happy to help you.

Is there a minimum order quantity?
This varies between products, but every item on our website clearly shows a minimum order quantity.

Is there a maximum order quantity?
No! We’ve shown guide prices for a range of quantities for each product on our site. But if you need more, please get in touch for an accurate quantity discount and we’ll be more than happy to help.

Do I have to order online?
Not at all. A lot of people like to order through our website, but we’re people people and our friendly customer service team is very happy to take enquiries over the phone or by email if you prefer.

What happens once I’ve ordered?
Once you’ve placed your order and paid, we’ll send you an order confirmation email. Please use this as an opportunity to double check everything on your order is correct. It will be much easier to put any mistakes right now than after it’s been sent into production.

We’ll keep you posted on your order and let you know when it’s on its way to you so know when to expect delivery.

Can I place a repeat order?
Of course! Just give us a buzz with the details on 01482 804514 and we’ll be delighted to help!

 

Artwork questions:

Can I email you my artwork?
Yes, absolutely. Please email files to us at artwork@jc-leisure.com in one of the formats below and include your order number and/or company name in your email so we can match it to your order.

What’s the maximum file size for emailed artwork?
Our system can cope with emails with attachments totalling up to 10mb. If you send anything bigger, there’s a chance we won’t get it. So for bigger files, please use a file transfer system such as wetransfer.com or Dropbox and email it to artwork@jc-leisure.com

We can then download the files and you’ll get a notification that we’ve received them.

How do you need my artwork?
The best file formats for artwork are:

ai – Adobe Illustrator CC or lower
eps – Created in Adobe Illustrator CC or lower

Please send your artwork files in CMYK format with flattened layers and outlined text. If you need them, please use the solid coated swatch palette for matching PMS colours.

Do you accept other file formats?
Yes, but if there are special fonts in the files, we may need you to send us these as well. Please make sure any vector text is outlined. You can always call us for more help. File types we can accept include:

jpeg, 300 dpi, CMYK

gif, 300 dpi, CMYK

psd, 300 dpi, CMYK – with transparent background

pdf, 300 dpi, CMYK – created in Adobe Illustrator CC/Photoshop CC or lower

tiff, 300 dpi, CMYK – preserved transparency

zip

What if I can’t supply the font file?
If you know what it’s called, please tell us and we’ll see if we have it or can get it. If not, we’ll try to match it as closely as possible once we’ve seen your artwork and will send you a proof for you to confirm is acceptable before we send it to production.

How do I find my Pantone®?
If you have an in-house designer, brand or marketing team or an external design agency, the best thing to do is ask them first as they may be able to tell you the correct Pantone® colours.

Otherwise, if you have Photoshop®, the easiest way is to use the colour picker tool to find the closest matching Pantone®. Or you can match the closest colour to the one you use by using the coated Pantone® chart.

There are also a lot of websites where you can upload your file and match a Pantone® to part of the image. Please get in touch if you need any help with any of this and we’ll be happy to do what we can to help.

Can you help with my artwork?
Yes – our production team will produce the artwork for you as part of our service or if you have supplied your own custom artwork help you, if needed. Please just get in touch and we’ll be delighted to help.

How do I know how many colours I need in my print?
If your artwork has lots of colours or tones, it will probably be full colour print, but if you’re not sure, the best thing to do is send us your artwork and we’ll take a look for you.

Can I have my design printed on different colours of wristbands?
Yes. Get in touch to let us know what you want and we’ll be very happy to talk you through the best options for your budget.

 

Delivery questions:

What are the delivery charges?
FREE: For all orders over £100 to UK Mainland Addresses
£7.50: For orders below £100 to UK Mainland Addresses
£15.00: For all orders to addresses in Ireland, Scottish Highlands & Islands, The Channel Isles, Isle of Man and Isle of Wight.

You’ll find more information about deliveries on our Delivery Page .

When will my order be shipped?
That depends on what you’ve ordered. For some items, this could be as soon as the same day. For customised products it could take a couple of weeks.

We do show lead times on our website for each product. If you need something sooner though, we’ll always do whatever we can to meet your needs, so please do get in touch to ask. With every order, we’ll always let you know when we’re dispatching your products so you can plan for the delivery to arrive.

When appropriate, we’ll also send you a courier tracking code.

Can I change my delivery address?
You can choose a different delivery address to your billing address when you order.

If you need to change the delivery address after you’ve placed your order, please call us as soon as you can on 01482 804514 so we can update it for you before we send it out.

If your order’s already been dispatched, please contact the courier directly via the couriers texts/emails where alternative options are provided as part of the order tracking process.  Unfortunately, once dispatched delivery is largely out of our hands.

What is the quickest delivery time?
For stock products ordered before 3pm on any working day, you can receive these by next working day. Some custom products can be delivered as quickly as within three working days.

Each product on our website shows the typical lead time for that item. But if you ever need anything more quickly, please just pick up the phone to ask. We’re a helpful bunch and will always do everything we possibly can to meet your needs.

Do you ship out of the UK?
Yes, we do. Just let us know where you want them to go and we’ll be happy to give you a quote for shipping.

Can I deliver to more than one address?
Yes. We would need to charge for the separate deliveries though. Please get in touch and we’ll be happy to discuss the best options with you and give you an accurate quote.

 

Troubleshooting questions:

What if I’m struggling with online card payments?
There’s nothing worse than going through the process of adding items to a basket online only for things to fall at the final hurdle with online payments. If this happens, please don’t let it frustrate you.

Just call us on 01482 804514 and we’ll be happy to process your payment over the phone instead.

What is your returns policy?
It gets a bit complicated with custom products. So the best place to look for information on this is our Returns Policy page, or you can contact us for advice.

Can I pay by bank transfer?
Yes, absolutely. If you’d rather pay on a BACS run or by Faster Payment bank transfer, please contact us and we’ll be happy to send you the bank details.

What do I do if my order does not arrive on time?
Almost all our deliveries do arrive on time, but it’s always best to leave a little wriggle room if you can when you place your order. That way, any gremlins in the process don’t lead to a panic.

All our deliveries are tracked and signed for. So if you haven’t got your order when you should have, please check the status using your delivery tracking code first. If you’re having any problems at all though, please let us know as soon as possible and we’ll do everything we can to sort it out for you.

Can I cancel or change my order?
If you need to amend your order in any way, please contact us as soon as possible. If it hasn’t yet gone to production, we’ll be able to change it but may need to cover any costs we’ve incurred such as materials ordered.

If a custom order has gone into production though, it’s likely to be too late for a refund. If you need something different at this stage, it will probably need to be a new order. Please get in touch and we’ll be as helpful as we possibly can to resolve your situation.

What do I do if my order is faulty?
We have very high standards and take great pride in our product quality. That said, there’s always the slight chance something has gone wrong somewhere. If your order arrives faulty, please get in touch as soon as possible so we can do what we can to fix the situation.

What do I do if things have been damaged in transit?
We use reputable couriers and do everything we can to make sure your products will arrive in the same great condition as they leave our premises. But, occasionally, things happen beyond our control and boxes are damaged in transit. If your product is affected, please let us know straight away so we can pull out all the stops to fix the situation.

What if I need something that isn’t on the website?
If you can’t see quite what you’re looking for, give us a call. We’ve got decades of experience in all things wristbands and lanyards so if anyone can help you, we can.

How do I know you’ve received my payment?
When you’ve placed your order online, you’ll see a page from SagePay or PayPal (depending on how you’ve chosen to pay) with confirmation that we’ve received your payment. If you’re experiencing any issues at all, please give us a call and we’ll be more than happy to clarify your order and payment status.