Customer Charter - What you can expect from us and us from you

We will endeavor to:

Answer the telephone when you ring, if we are not able to take your call please leave a message and we will call you back within the hour.
Open and read emails within 12 hours, replying as soon as possible with the correct information.
Call you when we say we will, even if we have nothing to report
Return quote requests for digital printing the same day
Return quote requests for out-of-house print management services within 3 days
Return standard digital print jobs in 3 days
Return non-standard digital print jobs within 5 days (where lamination and other extra finishes are required)
Return out-sourced print jobs within an agreed period at time of ordering

100% Money Back Guarantee to you.

We guarantee to replace any print work that you are not happy with where either print quality or finishing are questionable. This would include cracking on folds or aberations in the document that are not present on the artwork, for example, where the fault is obviously arisen in production. Should you find any quality issues with the print or finishing please inform us in accordance with our Terms of Business  (which, in short, requires notification in writing within 14 days and return of the complete order) and we will ensure your job is checked, reprinted and despatched immediately where we feel that the quality is not up to our standard or return your money if preferred.

You will be given the option of receiving a proof. This can be a printed proof which will delay the production until you have reviewed it and agreed or a soft proof in the form of a PDF file which has been preflighted and proofed on our Fiery Rip.

We cannot be held responsible for errors introducted by the buyer:

• Artwork submitted as PDF, EPS JPEG or any other 'final' file type is submitted for print entirely at the buyers risk, although we do strive to check submitted files out of courtesy to you, our valued customers. We will NOT purposely profit from your mistakes!
• Paper weight and finish choices made during product selection (if stock is important to your print work please request a printed proof)

Managing your expectations

Fidelity strive to meet customer expectations by delivering a high quality product and service. There are some issues associated with buying print which we have outlined and addressed to the best of our ability.

Colour matching

The colour you see on your screen may not be an accurate reflection of the final printed product. This is because your computer monitor is not calibrated to match a CMYK colour space and subsequently what the final output device (Press) will produce. If you are concerned about colour matching you can order a proof when placing your order. Your order will not be processed until you confirm the proof. Please note that delivery timescales start from placement of your order and proofs may take 2-3 days to deliver.

Image Quality

Where you are supplying images from digital cameras, scanners or from the internet you are responsible for the image quality and subsequent quality of printed materials supplied by Fidelity on your behalf. Images used for print should be set to 300dpi at a minimum of the size they are to be printed. Images taken from digital camera and the internet are often set at 72dpi for use on screen and are not going to present a high quality image when printed at 300dpi. This will result in bitmapping or squaring and or blurring of images. Where possible we will highlight any issues with you.

Paper

We only stock and use Xerox approved papers which are recycled and FSC and PEFC accredited and supplied by Xerox; which comes from sustainably managed forests. See our Environmental policy for more information.