If you have forgotten your password, please use the ‘Forgotten password’ function. You will then receive new login details or be given the option to set a new password.

Unfortunately, it is not possible to amend the order details at a later date. However, if your order contains incorrect details, you can cancel the order in question.

Order items can be cancelled free of charge within the following timeframes:

• Priority and Express orders: within the first 15 minutes
• Standard orders: within the first 60 minutes

Once these time limits have expired and until the order reaches ‘Pooling’ status, we charge a cancellation fee of €10.00 (including VAT) as compensation. If the print job has already been transferred to the printing plate and has therefore reached ‘Pooling’ status, we will charge a cancellation fee equivalent to the net order value plus any additional services booked, such as a Premium File Check, as compensation. From this point onwards, the automated printing process can no longer be cancelled.

You can view the current status of your order at any time in the ‘My Orders’ section. You will also receive status emails keeping you informed of the progress of your order.

The following status details, amongst others, may be displayed in your order summary:

In production

We have received your order and are currently processing it. If you have selected ‘Prepayment’ as your payment method, please send us the relevant payment receipt by 12:00 at the latest. Otherwise, we cannot guarantee that the delivery date specified at this stage will be met.

Dispatch

Your order has been fully processed, packed and prepared for dispatch. The parcel will be sent to the delivery address you provided shortly.

Delivered

Your goods have been handed over to the relevant delivery provider. The relevant tracking number has already been sent to you. You can use this number to track the delivery status of your order with the relevant delivery provider.

Cancelled

Your order has been cancelled. For further information on the process, please see the question ‘How does cancellation work?’.

The delivery time depends on the type and finish of the product you have selected. The available delivery options will be displayed in the FreeDesign tool.

Depending on the product, you can choose between the following delivery options:

Standard

Standard delivery with tracking is available for all our products.

Express

If you need your product more quickly, you can select express delivery with tracking, where available. Please note that this delivery option is not available for all products and product features.

Priority

For particularly urgent orders, priority delivery including tracking is available for selected products.

Saturday delivery

For certain products, we offer Saturday delivery. To select this, choose the relevant delivery option in the FreeDesign tool.

Please note that the following orders are excluded from priority delivery by 12:00:

• Shipments sent via a freight forwarder
• Deliveries to addresses on German islands
• Deliveries to customs-excluded areas in the Alps
• Deliveries to international addresses

Our parcels are dispatched by, amongst others, DHL, DHL Express, DPD and FedEx, as well as their national partners. In some cases, parcels may be dispatched via a freight forwarder, such as Schenker or GLS. The choice of delivery partner depends, in particular, on the weight of the parcel and the selected delivery date.

As soon as your order is being prepared for dispatch, you will receive your invoice as a PDF file at the email address on file in your customer account. In accordance with Section 5 of the Tax Simplification Act 2011 of 1 November 2011, this invoice is valid even without an electronic signature. If you are missing an invoice, you can access and print it at any time from the ‘My Orders’ section of your customer account.

During the ordering process, you can enter your own billing address or a different one. Unfortunately, it is not possible to change the billing address after the order has been completed.

We accept the following payment methods:

• Credit card
• PayPal
• Purchase on account
• SEPA Core Direct Debit
• SEPA B2B direct debit
• SEPA ELV
• Instant bank transfer
• Prepayment

There are no additional charges for the payment methods offered.

Our bank details

Account holder: unitedprint.com UK Ltd.
IBAN: GB37COBA40620130724280
SWIFT/BIC: COBAGB2X
Bank: Commerzbank

To set up a PayPal account, follow these steps:

1. Open the PayPal website and select the option to sign up.
2. Decide whether you want to set up a personal or business account.
3. Enter the required personal or business details.
4. Confirm your details and complete the registration.
5. Open the confirmation email from PayPal and click on the link contained within it.
6. Set or enter your password.
7. Follow the remaining steps to secure and set up your account.

The exact names and order of the individual steps may vary depending on the current layout of the PayPal website.

You have the option to save your payment details for credit card payments and SEPA ELV for future orders. This allows you to access your saved payment details straight away when placing a subsequent order. Your details are stored in encrypted form with our payment processing partner. During the ordering process, only you can access and use the stored payment information.

Your personal data will be treated securely and confidentially. It will not be passed on to third parties unless this is necessary for the fulfilment of your order, payment processing or dispatch, or is required by law. You will not receive any unsolicited newsletters or promotional emails from us.

You can find our full privacy policy via the relevant link. Privacy Policy

Please submit your complaint in writing via one of the following contact channels:

• By email: [email protected]
• By fax: 020-34 99 03 84
• By post:
  unitedprint.com UK Ltd.

  16 Great Queen Street

  WC2B 5AH London

  United Kingdom

Please state the relevant order number and your preferred method of resolution in your complaint. Please note that, for technical production reasons, up to 5 per cent of the ordered print run may be classified as waste. Please therefore also inform us of the quantity of defective goods. This information is required only in the case of defects that can be quantified. We reserve the right to request individual samples by post for inspection or to arrange for the goods subject to the complaint to be collected for assessment. This does not apply to complaints concerning, for example, an under-delivery or a missed delivery date. Our staff will review your complaint promptly. We will respond as soon as possible by email to the address stored in your customer account.

You can find our full company address and all our contact details in the Contact section on our website.

If you have any further questions, please send us an email to [email protected]. Our staff will be happy to help you.

Please observe the statutory labelling, separation and disposal regulations for recyclable materials and packaging that apply in your country of delivery.

At the end of each newsletter, you will find a link that allows you to unsubscribe at any time. Alternatively, you can contact us by telephone or email and ask our staff to unsubscribe you.