FAQs

We try to keep everything as simple and fuss free as possible, but sometimes questions crop up that we get asked quite often. Take a look at some of our most frequently asked questions here. But of course, if you can’t find the answers you’re looking for here - just get in touch and we’ll help answer any queries you might have as best we can.

Does my quote include VAT?

As a standard, our quotes do not include VAT. This will be added once your enquiry becomes an order, and will be included on your invoice.

Do quotations include printing my logo?

All quotes are different (depending on what specifications you’ve asked for), but we do usually include the price of decoration on the product, yes.

I’m a charity - do I need to pay VAT?

If you’re a charity, any VAT that you pay to us can be claimed back from HMRC.

What format do I need to provide my artwork in?

There’s a variety of formats that artwork can be supplied in, depending on the branding option you selected. In general, a vector image saved as a PDF or EPS file, will all fonts outlined and Pantones selected, will cover all bases.

How long until my visual proof will be supplied?

We try to turn visual proofs around as soon as possible, but please bear in mind that they can take up to around 24-48hrs to be ready for your approval.

When will I receive my confirmed delivery date?

Once you’ve approved your visual proof, a delivery date will be supplied within approximately 24-48hrs.

Will I receive a notification once my goods have been despatched?

Yep! Once we have confirmation that your order has been despatched, we’ll send you an email notification to let you know.

How do I pay for my order?

If you have a credit account with us, your order will go on account and become payable within 30 days from the date we issue your invoice. You can then pay by the following methods:

by credit or debit card – by calling the accounts team here at Fluid.

by BACS/CHAPS – bank details are included on your invoice.

If you don’t have a credit account with us, you can pay by the following methods:

by credit or debit card (by using the ‘PAY NOW’ link on the pro-forma invoice we emailed to you).

By BACS/CHAPS – bank details are included on your pro-forma invoice.

Please note, all first-time orders will be on a pro-forma basis unless otherwise agreed in advance of your order being processed.

If I have an issue with my order once received, who do I contact?

We are here to help with any issues that may arise, we want to resolve things as quickly as possible. Just get in touch with our Account Team, who will assist you within your ordering process.