Customer Service

Help I am stuck!

If you require assistance with the online print service and the user guide does not answer your question please This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 01525 300001/2.

I would like a quote from a human please!

That's an easy one... just call 01525 300001 and talk through your needs with our estimator, Emily, or This e-mail address is being protected from spambots. You need JavaScript enabled to view it with a print specification.

Where is my delivery?

To check the status of your online print order log in to your account, This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 01525 300001/2.

Can I change or cancel my order?

Once your order has been placed we cannot make changes to your file or cancel your order. See out Terms of Business

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 online 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.

Paper

We only stock recycled paper and FSC and PEFC accredited paper products supplied by Xerox which comes from sustainably managed forests. See our Environmental policy for more information. Choices of suitable paper weights and finishes are available when using our 'Instant Quote' tool but online template designs in FidelityDesigner are supplied on a stock weight and finish we consider to be the most suitable for that product.

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.

Guarantee

We guarantee to replace any print work that you are not happy with where either print quality or finishing are questionable. Should you find any quality issues with the print or finishing please inform us in accordance with our Terms of Business and we will ensure your job is reprinted and despatched immediately where we feel that the quality is not up to our standard.