How can we help?
Answers to the things people ask us most: artwork, delivery, payment and what to do if something is not right. If your question is not here, the chat is answered by a person in Swansea.
Artwork, mockups and changes
Everything before it goes to print. This is the part people worry about most, and it is the part we do for you.
Do you offer a design service?
Yes, and it is free with every custom product. Send us your logo and we will send back a no-obligation visual mockup of your product, usually within minutes during business hours. You get unlimited free revisions and nothing goes to print until you have approved it. You do not need print-ready artwork and you do not need design skills.
What do you need from me to get started?
Your logo, and your brand guidelines or a rough idea if you have one. If all you have is the logo off your website, that is fine, we work with that every day. If the file is low resolution or blurry we can redraw it as a clean vector first.
Can I change or cancel my order?
Yes, up until it enters production. Because everything is made to your artwork, once production has started a change or cancellation may not be possible. That is why the approval step matters, so please check the final artwork carefully before you approve it. If you need to change something, email us at info@eventbrandinguk.com or use the chat as soon as you can.
Delivery and tracking
How long it takes, where it is, and what to do when part of it turns up without the rest.
How long will it take to receive my order?
Production is typically 7 to 10 working days from the point you approve the final artwork and payment is made. That covers printed flags and other smaller printed products. Printed gazebos and other large printed items are 10 to 14 working days. Non-printed items and hardware, such as weights, spikes, bases and frames, can often go out for next working day delivery when they are in stock. Larger quantities or several products together can take a little longer, and we confirm the delivery date with you before you buy. If you are working to a fixed date, tell us the date up front, we can often turn things round faster.
How can I track my order?
You can see the status of your order with our online tool at eventbrandinguk.com/order-track. Once it ships you will also get an email from Parcelforce with the tracking on it.
I have only received part of my delivery, where is the rest?
That is usually normal rather than a problem. Hardware and print are often sent separately, and larger items like gazebo frames go with a different courier because of their size and weight, on a 48 hour service. So the print can land a day before the frame. If the rest has not arrived within 48 hours, get in touch with your order number and we will chase it.
What should I do if my order has not arrived?
Email us at info@eventbrandinguk.com with your order number and we will investigate and come back to you as quickly as we can. Worth knowing: once it is with the courier a delay is outside our control, but we will still chase it for you.
Do you ship internationally?
Yes. Shipping times and costs vary by destination, so get in touch and we will price it for you.
Payment and pricing
What you can pay with, and what the prices on the site actually mean.
What payment methods do you accept?
Major credit and debit cards and Stripe online, BACS transfer using the bank details on your invoice, and Klarna if you would rather spread the cost. Klarna eligibility is decided by Klarna on their terms, not ours.
Are the prices on your site including VAT?
No. Every price on the site is shown excluding VAT, so a business customer sees the real cost to them. VAT is added at checkout.
Can I get a quote before I commit?
Yes, and it is the normal way people buy from us. Use the quote form on any product page, or use the chat, and you will get a mockup and a price with no obligation.
Problems, refunds and returns
If something has gone wrong, these are the routes and the time limits that apply.
My product arrived damaged or incorrect, what should I do?
Let us know within 48 hours of receiving it. Email info@eventbrandinguk.com with your order number, a description of the problem and photographs of the damage or the incorrect item. We will look at it and put it right with a replacement or a correction where that is appropriate. One thing to be aware of: if changes were made after you approved the artwork, you may not be eligible for a replacement.
How can I claim a refund?
Get in touch within 7 days of receiving your product. Email info@eventbrandinguk.com with your order number and the reason, and we will walk you through it. It may involve returning the product. Because our products are printed to your own artwork, refund options on custom-designed items can be limited depending on what the issue is.
Where do I find your terms and warranty?
Our full terms are at Terms & Conditions, the gazebo warranty is at Gazebo Warranty, and how we handle your data is at Data Protection.
Setting your product up
You have got the box open and you want to know what goes where.
Is there a setup guide for my product?
Yes, for most products. Our setup instructions page has a video, a printed guide or both for gazebos, feather flags, inflatable arches, fabric pop up displays, roller banners, pop out banners, cafe barriers and Luxora lightboxes.
Something is missing or broken from the kit
Message us on the chat or email info@eventbrandinguk.com with your order number and a photo, and we will get the part out to you.
Still stuck? Talk to a person
Our team is in Swansea and we usually reply in minutes during business hours. No call centre, no ticket number.