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Frequently Asked Questions

Ordering

How can I order from you?

The best way to order from us is through this website. This ensures all details are processed accurately and quickly.

Alternatively, you can email us with your order, though please be sure to include all details relating to banner sizes, finishes, quantities, artworks and delivery address. Please note, by emailing us your order, you automatically accept the Venture Display Limited Terms and Conditions and Venture Banners Artwork Requirements.

How do you take payment?

We take payments online via our website as part of the checkout process. Payments can also be made separately over the phone if you prefer - this option can be chosen during checkout.

For online and telephone payments, we accept credit/debit cards (Visa and Mastercard). We also accept bank transfers, though funds must clear before we are able to process an order.

Card payments are securely processed by our payment gateway, Stripe.

Card details are not handled by our server, and cannot be stored by us. Both our website and any information transmitted between your web browser and Stripe uses modern security and cryptography (TLS 1.2+) to protect your details and payment information.

See Stripe's User Terms of Service and Privacy Policy.

If your company has a credit account with us, your order will be processed automatically (subject to our terms) and invoiced soon after your delivery date.

What's your turnaround time?

In the vast majority of cases, our turnaround time is 3-4 working days.

Our turnaround time begins when order details, payment and artwork are confirmed and received.

Our turnaround time ends when the order is collected by our courier (dispatched) or is available for collection by you. Turnaround time does not include the duration of delivery via a courier, which is outside of our control.

Turnaround time can be affected by artwork and payment related issues, for which we cannot be held responsible.

Factors that may affect/delay your turnaround time beyond our standard turnaround time include, but are not limited to:

  • Payment issues
  • Artwork issues discovered by our Sales or Studio teams
  • Proofing approval wait time
  • Orders over 30m2
  • Orders with oversize/welded join items
  • Amending your order details after the order has been placed
  • Amending your order artwork after the artwork has been received by us
  • Orders with many items
  • Special finishes on items (e.g. angled pole pockets, velcro)
  • Orders with special requirements (e.g. welded joins, particular packing)
  • Stock availability of product hardware that we currently hold
  • Stock availability of product hardware that needs to be ordered in from our suppliers (for larger orders)
  • Availability and turnaround time of product hardware that needs to be bespoke-manufactured by our suppliers
  • Stock availability of material that we currently hold
  • Stock availability of material that needs to be ordered in from our suppliers (for larger orders)
  • Credit account overdue balance or credit account on stop
  • High volumes of work experienced by our teams
  • Staff absence/sickness
  • Courier pickup delays

Where an order will be delayed or require a longer turnaround time, we will endeavour to make you aware of this either via phone call, email, or order confirmation details.

Can I order an express turnaround service?

Sometimes, we may be able to help in this regard and bring your order forward onto the end of another print run.

Please note, this service is not always available, is given at our discretion, and is subject to a minimum charge of £20 or 20% of the order value (whichever is greater).

To check if the service is currently available, please refer to our website sidebar. However, please note that the Express turnaround service being indicated as 'available' does not guarantee we can provide it for your specific order.

If you have an order you would like to place using our Express turnaround service, please contact us and enquire with our sales team as soon as possible, and we will advise if the service can be applied to your order, along with a dispatch/collection date.

This service covers turnaround from point of order to point of dispatch. Unfortunately, it does not alter the speed of deliveries via our couriers. There is currently no provision for Express courier deliveries - all our orders are sent out on overnight service or can be collected from our production facility in Braintree, Essex.

This service cannot be ordered via our website as the availability fluctuates and can be affected by many factors. The eligibility of your order for this service may be affected by, but not limited to:

  • Time of day the order is placed
  • Payment issues
  • Artwork issues discovered by our Sales or Studio teams
  • Proofing approval wait time
  • Orders over 30m2
  • Orders with oversize/welded join items
  • Amending your order details after the order has been placed
  • Amending your order artwork after the artwork has been received by us
  • Orders with many items
  • Special finishes on items (e.g. angled pole pockets, velcro)
  • Orders with special requirements (e.g. welded joins, particular packing)
  • Stock availability of product hardware that we currently hold
  • Stock availability of product hardware that needs to be ordered in from our suppliers (for larger orders)
  • Availability and turnaround time of product hardware that needs to be bespoke-manufactured by our suppliers
  • Stock availability of material that we currently hold
  • Stock availability of material that needs to be ordered in from our suppliers (for larger orders)
  • Credit account overdue balance or credit account on stop
  • High volumes of work experienced by our teams
  • Staff absence/sickness
  • Courier pickup delays

Can I book my printing slot in advance if I order early?

While we are able to take your order in advance, we cannot pre-book printing days. This is due to the nature of our business, how artworks are processed together and the print volumes we deal with in our short turnaround time.

I need my order delivered to more than one address, can you do that?

We can deliver to more than one address, however each delivery address requires its own order and delivery charge.

If I place an order to a certain delivery address, then place another order shortly after to the same delivery address, can you merge the two orders to save on delivery costs?

Due to our processes, we cannot merge two separate orders. On occasion, if the circumstances are ideal; which depends on dispatch date, how far along production of the first order is, size of the items, item substrates, how far apart the orders were placed and other workflow factors, we may in certain cases be able to help.

However, this is often not possible, and we recommend grouping all items with the same delivery address and placing them as one single order with us. This minimises complexity and risk of complications, and ensures the delivery costs will be kept as low as possible for you.

Is there any way I can get a discount?

As our prices are based on fixed costings and low margins, we can’t offer discounts on most orders. If however, you have an enquiry for a very large order (typically 100m2 and above), please let us know and we might be able to help you with a bespoke quote.

Sometimes, we may offer discounts on packs of products or as part of a marketing campaign - keep an eye out for them.

My order has been processed by your Sales/Studio teams, but I need to change details or artwork(s), can you help?

It depends on what details need to change and at what stage the order is.

Delivery details can usually be changed at any point prior to dispatch, but please let us know as soon as possible.

An artwork can only be changed prior to printing, and only if the item or order is not too far into our production queue. If an artwork change is needed, please contact us as soon as possible to stand the best chance.

Please note, due to the way we nest many customer artworks together to maximise material print runs and reduce material wastage, it may not be possible to change item details and artwork(s) after out studio teams have prepared and queued it for production.

If an order or portion of an order has already been printed/produced by the time an artwork change or order cancellation is requested, we are unable to refund any already-produced items. If new artwork is provided to be printed instead, this will be treated as a new item and will be chargeable.

Artwork

How do I setup my artwork for one of your products/units/stands?

We supply InDesign, Illustrator, EPS and PDF templates for nearly all of our products. These can be downloaded from each respective product page.

The templates are generic and not branded/identifiable as originating from Venture Banners, so you can safely pass them on to your customers.

Most templates are setup at 20% of full size, and all artworks should be supplied as per our artwork requirements. The scale of our templates should not be altered.

Do you charge extra/more if I supply multiple artworks?

No, we do not charge more for different designs. You can supply one design to be printed fifty times, or fifty designs to be printed once each - the cost remains the same.

How much room should I leave for hems and eyelets?

We recommend leaving at least 60mm space in from the edge of your design for important content such as text or logos.

What is a 'quiet area'?

This is an area of your design that should be used for background imagery and colours only. This can serve two purposes:

  • Allows the fitment of our products such as roller banner rails/units, and graphic finishing such as pole pockets and flag hems without these interfering or overlapping important elements of your design, such as text and logos
  • Can provide a continuation of your design in areas where the graphic may not be easily seen, such as end panels of our Pop-Ups

Can you print Pantone colours?

While we can't print Pantone colours themselves, we can print artwork containing Pantone colours. Our systems will try to match the Pantone colours in your artwork as closely as attainable. However, we must be notified of these when placing your order and these must be included within your artwork. Please note, we cannot guarantee accurate replication of all Pantones.

If you require a printed sample before placing an order, please speak to one of our sales team who can arrange this for you.

How do I allow room for pole pockets?

These can be very confusing, so we've created a guide on how to setup artwork for pole pockets.

How do I send you my artwork? Can I email it?

As we deal with hundreds of large files each day, we have a restriction on file size for attachments sent via email, so we kindly ask that you supply any artwork via our artwork upload service. This ensures that we receive your artwork and prevents delays. Artwork sent via email will often not reach us and can delay orders.

Do I have to use your artwork upload service?

While we prefer files to be sent this way, you are welcome to provide your artwork via another hosted service such as WeTransfer, TransferNow, TransferXL etc. If you already have your link ready, you can enter this when placing your order.

If you are sharing your artwork with us via Dropbox, please note that we do not use a Dropbox account to accept files. Instead, please share a download link to your file(s)/folder by following Dropbox's instructions.

How many eyelets do you put in?

Our standard distribution of eyelets is one per metre. If you require a different distribution or specific placement of eyelets, that’s no problem at all - simply let us know what you need when you place your order.

Do you keep hold of artworks from my past orders?

If you uploaded your artwork to us via WeTransfer or YouSendIt, the link will remain active for one month. While we don’t keep these files on record, we do keep the processed files from our studio, though these will contain additional items such as hem and eyelet indicators as well as order identification information.

Do you supply proofs?

We cannot provide digital proofs prior to printing. We can sometimes provide printed proofs, but these are usually reserved for large orders and are supplied at our discretion.

Can you colour-match?

In most cases, we are able to colour match for you. Please note however, that this will delay production of your order, and we usually require that a physical sample of the colour to be matched is posted to us.

We may then choose to post your original sample and a test print back to you for your approval, unless you prefer to approve via a digital photo.

If I need to order the same/similar (or portion of a) graphic at a later date, can you guarantee a colour match?

Unfortunately, due to a combination of supplier (material), consumable (ink, printer heads) and environmental (temperature), as well as other factors out of our control, we are not able to guarantee exact colour-matching when a graphic is ordered at different times.

If ordered at different times, there may be a small but noticeable difference in colour between the two items. If you have concerns about this and need to order further graphics, please contact us.

Do you add any form of identification to the banners?

We do add a small amount of information to the rear of our hemmed banners, but not on trimmed-to-size graphics. This information is not identifiable or branded as originating from Venture Banners. The information generally consists of the target dispatch day, order number and quantity required, and sometimes includes finishing notes.

This text is purely to aid our production staff in collating and packing your order. We ensure that this text is only ever included on the rear of your graphic(s) and will never be seen from the front.

Can you make changes to my artwork?

If an artwork has been supplied in an editable fashion (with text outlined etc), we may be able to make a minimal modification for you. However, substantial changes will require a studio fee of £30.

Will you let me know if there's something wrong with my artwork?

If artwork cannot be used to produce what has been ordered, we will advise you of this and request how you would like to proceed.

Please note that we cannot be held responsible for issues contained in the supplied artwork itself such as spelling mistakes, grammatical errors, RGB colour mode, overprint, resolution, missing fonts and missing images. To avoid these issues, please ensure your artwork adheres to our artwork requirements.

If an artwork size is different to the ordered size, the ordered size always takes precedence. This is due to the fact that artworks from our customers are supplied in a variety of scales.

With subjective issues of quality such as image resolution, we will sometimes advise you if the quality is extremely low, though again, we cannot be held responsible if the artwork is supplied in such a manner and isn’t suitable for your needs.

Delivery

Do you send out packages as plain-label?

Yes, all our consignments to the UK mainland are sent out as plain label and show no mention of Venture Display Ltd or Venture Banners. No paperwork or delivery notes are included.

However, consignments we send to Guernsey, Jersey and Northern Ireland are required to have a commerical invoice included, which does include details of us, the sender. If you wish to avoid this, you are welcome to arrange your own courier collection, or to have the order delivered to yourself, before re-packaging and sending the order to your client.

Can you deliver direct to my customer?

Yes, we can delivery to any UK address you require.

How much does delivery cost?

Delivery cost depends on the size of your order and whether you require any timed deliveries from our couriers. Please refer to our delivery page for full information.

How long will delivery take?

Consignments sent from us use a 'next-day' service. However, please note that next-day delivery is not guaranteed by our couriers, and is not in our control. In some cases, deliveries can take up 2-3 days. Scotland and some remote areas of the UK usually require at least one additional day to arrive.

When can I collect my order?

For collection orders, we will advise a 'collection date'. Technically speaking, this will be the next working day after the day your order is due to be completed and packed.

We do this, because we cannot advise exactly what time of the day the order will be completed - it might be 9am, it might be 4:30pm, or anywhere between. So we always advise a collection date of the following working day, where you can collect your order when we open from 08:30.

However, we send an email to you when the order is packed and ready to be collected, including when it is ready early. As soon as you receive this email, you are free to collect the order from then on.

If you have specific requests or requirements regarding collection date/time (e.g. you're booking your own courier), please contact our Sales team and confirm details with them before ordering, as they will need to factor in current order volumes, turnaround times, stock levels, and make arrangements with our production teams.

What couriers do you use?

We use several couriers, but usually DX and DHL. Where appropriate for the value of your order, we will recommend a dedicated courier and will advise you on the cost of this.

What courier do you use for large or high-value orders?

Due to certain challenges in the courier networks, for certain types of orders we will strongly recommend that a dedicated courier service is used. Although usually more expensive, a dedicated service will ensure your order reaches you in perfect condition. Examples of where we would recommend a dedicated service would be a large Aluminium Composite Material (ACM) order, a high-value order, or an order with an strictly required delivery date.

Please note that where we recommend a dedicated courier but a standard courier is chosen, in the event of any damage, this could potentially jeopardise the claim process resulting in any claim being rejected by the courier.

For particularly exceptional orders, we will insist on a dedicated courier and the option of using a standard courier will not be available. This is at our discretion and will be discussed with you prior to production of your order.

Dedicated couriers are available on request. If you would like to use one for your order, please mention this when ordering or contact us in advance.

If a dedicated courier is recommended by us, requested by you, or decided upon by us, we will always provide a costing quote for this before proceeding with your order or dispatch.

Will you give me consignment information?

Tracking information is available on the vast majority of orders. Where applicable, courier tracking details will be included as part of your dispatch email when your order is dispatched from us.

What should I do if my package looks damaged when it's delivered?

Please make sure that you sign for the consignment as damaged, otherwise it can be very difficult for us to claim back from the courier and resupply you with the goods.

What happens if my order delivery is attempted when no-one is in?

If no-one is available to take delivery of the order at the delivery address when the courier attempts their delivery (also known as a carded/failed delivery), this attracts an additional courier charge of £7.48 plus VAT (per failed attempt) which has to be passed on to you.

We recommend making sure someone is available at the address the next working day after you receive your dispatched order email, and for any further days until you receive the order.

Can I pick up my order from you?

For the vast majority of orders, you will be able to collect from our main production facility in Braintree, Essex if you would like to. You can choose the collection option when going through our checkout, but please bear in mind that some items cannot be collected, in which case we will advise you.

In some cases, where we order product hardware on-demand from our suppliers, it may not be possible to collect the entire order from us, but we will advise you of this.

For orders you are collecting from us, we will notify you once your order is ready to be collected. Please note that this may be at any point during the day.

Billing and payment

What are your payment terms?

For full details, please refer to our order terms.

For customers that do not have a credit account with us, payment is required before any artwork is processed or any production can begin.

For customers with a credit account, payment is required 30 days from date of invoice. Invoices are sent out as emails shortly after delivery of your order. Account statements are sent as emails once per month.

Late payment fees of £15 or %15 of the invoice value (whichever is greater) are applicable. We reserve the right to suspend or rescind credit accounts if our terms are not met.

What payment methods do you accept?

For online and telephone payments, we accept credit/debit cards (Visa and Mastercard). We also accept bank transfers, though funds must clear before we are able to process an order.

Orders from customers with a credit account will be automatically processed (subject to an agreed credit limit and any outstanding credit), then invoiced after the order has been delivered.

What do you do with my payment details?

Our website and servers do not directly deal with your payment details - these are handled by our payment processor, Stripe. If we take your payment details over the phone, we do not store them anywhere, and only enter them into our repsective Stripe portal interface to take payment.

How do you invoice me?

Paid invoices are sent via email to customers that have already paid for their order. This will be sent shortly after approx. delivery date.

Customers with a credit account are sent invoices via email shortly after the estimated delivery date.

Can I have a PDF copy of an invoice or statement?

We aren't currently able to provide PDF copies of invoices or statements. Please note however, that you can view the print-friendly versions of our invoices and statements, and use your web browser's built-in 'print to PDF' feature to create your own PDFs.

Can you deal with a separate accounts department or office instead of me?

Yes, simply let us know the details of your accounts department by contacting us.

We will add an accounts contact user for your company, and liaise with this user for any accounts or credit account queries. Please ensure we are updated with any change in contact details or if a new accounts person should be used in future.

The accounts contact receives copies of all order invoice emails (and if applicable, credit account statement emails).

Can I setup a credit account with you?

You may apply for a credit account with us via the credit account application page. Credit accounts and limits are granted or denied at our discretion and are subject to a credit check.

When is your accounts department open?

Our accounts department is open from 9am–3pm Monday–Friday.

User and Company Accounts

Can I have multiple users under my company?

Yes, you can have as many user accounts under your company record as needed. Each user has their own login and can place orders on behalf of the company.

Please note, only the email address attached user record that places the order will receive correspondence regarding that particular order.

If your company has a credit account, all user records under the company can choose to use the credit account when placing an order.

How do I see all the user accounts under my company?

When logged in to our website, you can review all user accounts under your company on the company user accounts page.

Here, you can see a list of all current and active users (including your own record), as well as a list of any deactivated users.

You are able to see each user's registered name, email address, position, activation status, last log in date and API access.

How do I add users to my company record?

To add a new user account under your company, please contact us via email, quoting your support token.

For best results, we recommend that each new user account uses a different email address to other users.

How do I remove users from my company record?

While we can't 'delete' user accounts (as they may be tied to past orders), we can deactivate user accounts. This will immediately log the user out from any logged-in sessions, prevent the user account from any further login attempts, account access, and being able to place orders.

To deactivate a user account under your company, please contact us via email, quoting your support token.

Can you send separate notification emails?

Our system is set up in such a way that all emails pertaining to an order will always be sent to the specific email address for the user that places the order (or is attached to the order).

Our system doesn't currently provide a way to distribute order emails to multiple email addresses/users, an additional/separate user, or a separate company/team notification email address.

Please note, accounts-related emails (order invoices, credit account statements) will also be sent to an accounts contact, if you have one assigned under your company record.

If you would like all order emails to be sent to a shared/team email address, we recommend adding a new record under your company that uses the desired email address. This record should then be logged in to and used to place all future orders by you and your colleagues.

Examples of emails we send pertaining to an order:

  • Order acknowledgement
  • Order confirmation
  • Order on hold
  • Artwork query
  • Artwork processed
  • Order in production
  • Order dispatching
  • Order invoice

Marketing and Advertising

Can I use images of your products?

Yes, you are welcome to use our product images in your own marketing and advertising. High-resolution versions can be downloaded from our marketing resources page.

Can I use your photos?

Yes, you can use these in your own marketing and advertising. These are available from our marketing resources page.

Contact

I have a query or question, how should I contact you?

If your query is regarding a quote, our products, a possible order, or an existing order, please email [email protected] or call 01376 340584.

If your query is regarding artwork for an existing order, please email [email protected] or call 01376 336976.

After-sales

Do you offer reprints/replacements/refunds?

In the event of misproduction, faulty products or damage during delivery, we are able to resupply affected items. Please note that we usually require a photo of any items in question before we can resupply them.

If items have been delivered and signed for as received in good condition and damaged during transit, or damaged as a result of opening, mishandling, mistreatment, vandalism, heavy weather conditions or other circumstances out of our control, we are unable to offer reprints, replacements or refunds.

In most cases, and damage caused during delivery must be reported to us immediately, This will allow us to make a claim with the courier company in question. If there is any delay to the report, a claim may not be possible.

Do you fit banners?

We don’t offer this service ourselves so we’d recommend finding a fitting service in your local area.

Technical

I'm having trouble receiving your system emails. How do I allowlist them?

To ensure our system emails (emails relating to your account and orders) are delivered to you, the following dedicated IP address, domain names and email addresses can be allowlisted by IT administrators:

Dedicated IP Address:
159.135.132.160

Domain names:
email.venturebanners.co.uk
venturebanners.co.uk

These email addresses should be also be allowlisted or added to your address book:
[email protected]
[email protected]
[email protected]
[email protected]

Emails originating from our domain have strict SPF, DKIM and DMARC policies in place. Any emails purporting to be from an @venturebanners.co.uk or @email.venturebanners.co.uk address that doesn't pass these directives, should be treated as malicious.

You aren't receiving my emails. How can I make sure you can receive them?

Often, either your sending server or our receiving server will refuse to process emails with overly large attachments. To avoid this issue, we reccommend keeping attachments under 5MB in size. For files larger than this, upload them to a file transfer service, such as WeTransfer.

Our systems can be strict about only accepting emails from certain countries, regions, and top-level domains. For example, we accept email from .co.uk addresses, but not .ru, .ws, .cn, .zw, .kp and most other unusual domains. This is to protect our networks and machines from unusual, suspicious and malicious emails or attachments. Please call to let us know if you are attempting to send emails from a top-level domain outide of those commonly seen in the UK.

For security reasons, our systems prevent emails containing certain attachments, such as .html and .htm from being received. If an email is sent to us with one of these attachments, we will not see the email.

Which web browsers and versions does your website support?

Please refer to our Web Browser Support page.

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Dispatching Wednesday 19th June

on overnight service for orders placed before 15:00 on Monday 17th June*

Express Turnaround

Available

Contact us for details, or find out more.

*Turnaround listed is an estimate only (correct as of 15/06/2024 18:02), applies only to standard orders with no payment or artwork delays, and is not guaranteed. Exceptions apply - find out more.

Contact Us

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Please feel free to email us, and we'll get back to you on Monday. Our opening times can be found on our contact page.

© Copyright 2024 Venture Display Limited.
All rights reserved.

Company No: 06719305. VAT No: GB 941687886

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