FAQ

General Questions:


Q1. Do you offer discounts for first-time buyers?

A1. Not on your first order, but after your first order you will automatically get a coupon code for your next order which will either be a discount for products or free shipping.


Q2. How long will delivery take?

A2. It depends on what you’re ordering, some products depending on artwork are shipped within 24-48 hours. 


Q3. How can I return my order?

A3. Reach out to info@eminentpromotions.com and we will be happy to help.


Q4. Where is my order?

A4. Once your order has been dispatched, you will receive a tracking number from one of our logistics partners.


Q5. How do I change or cancel my order?

A5. Reach out to info@eminentpromotions.com and in your email subject line include “Urgent” and our team will prioritise your enquiry. 


Q6. What is the return and exchange policy?

A6. We only offer return and exchange if products are faulty.


Q7. Where can I find sizing information?

A7. Sizing information can be found on the product page on our website.


Q8. How do I request a Size, Style, or Color Exchange?

A8. If you have approved artwork and products have been put into production we cannot exchange. If they have not been approved or entered production we can t exchange to your preferred size, style or colour. Simply reach out to info@eminentpromotions.com


Q9. What are the International Size Chart conversions for my size?

A9. All our sizes are in UK/EU sizes. 


Q10. What if my order breaks in transit?

A10. We will replace your order at no additional cost to you.


Q11. What if my order arrives damaged?

A11. Send images to info@eminentpromotions.com and we will be able to help. 


Q12. Have you got a newsletter?

A12. Yes, you can sign up for this on our website.


Product-Specific Questions:


Pens


Q13. What printing technique do you use for pens?

A13. It’s dependent on the product but we range from laser engraving, jet colour print, embossed and debossed. 


Q14. Can graphics be included in my pen customisation?

A14. Yes, you can upload your artwork whilst placing an order. 


Q15. What files do you accept for customising pens?

A15. Preference would be PNG or JPG. 


Keyrings


Q16. What printing technique do you use for keyrings?

A16. We offer both full colour print and laser engraving depending on the product. 


Q17. Can graphics be included in my keyring customisation?

A17. Yes if the quality is high. 


Q18. What files do you accept for customising keyrings?

A18. PNG or JPG. 


Q19. What is the return policy for keyrings?

A19. If the product is faulty or is damaged, we will replace it free of charge. 


Mugs & Drinkware


Q20. What printing technique do you use for Mugs and Drinkware?

A20. We offer both full colour print and laser engraving depending on the product. 


Q21. Can graphics be included in my mugs and drinkware customisation?

A21. Yes, only if the quality is high resolution.


Q22. What files do you accept for customising mugs?

A22. PNG, JPG or EPS.


Q23. What files do you accept for customising cups?

A23. PNG, JPG or EPS.


Q24. What files do you accept for customising drinkwear?

A24. PNG, JPG or EPS.


Q25. What is the return policy for drinkware?

A25. If the product is faulty or is damaged, we will replace it free of charge.


Bags


Q26. What printing technique do you use for bags?

A26. We offer both full colour print and laser engraving depending on the product. 


Q27. Can graphics be included in my bags customisation?

A27. Yes, only if the quality is high resolution.


Q28. What files do you accept for customising bags?

A28. PNG, JPG or EPS.


Q29. What is the return policy for bags?

A29. If the product is faulty or is damaged, we will replace it free of charge.


Electronic Products


Q30. What printing technique do you use for electronic products?

A30. We offer both full colour print and laser engraving depending on the product. 


Q31. Can graphics be included in my usb customisation?

A31. Yes, only if the quality is high resolution


Q32. Can graphics be included in my led torch customisation?

A32. Size dependent yes, but it depends on the size of the product. 


Q33. What files do you accept for customising usb?

A33. PNG, JPG or EPS.


Q34. What files do you accept for customising led torches?

A34. PNG, JPG or EPS.


Q35. What is the return policy for electronic products?

A35. If the product is faulty or is damaged, we will replace it free of charge.


Promotional Clothing


Q36. How do I get a quote for a specific apparel order?

A36. Reach out directly to info@eminentpromotions.com or fill out the form on our contact us page. 


Q37. Where can I find the clothing size charts?

A37. These are universal for UK & EU. If you need further support, check out the links provided on the clothing products pages.


Q38. Where can I find more information on clothing details?

A38. Most details you will find in the category “Clothing”. If you need additional support, reach out to info@eminentpromotions.com


Shipping and Delivery:


Q39. Can I track my order?

A39. Yes, once your order is ready for shipment, we will send you an email with all the details that you need to know to track your order.


Q40. Is delivery included in my quote?

A40. Delivery charges will be shown on your quotation/invoice. 


Q41. Can you pack and ship with plain boxes and labels?

A41. Yes, if you are white labelling for your clients, we can use plain boxes. 


Q42. My shipment is late, what should I do?

A42. Reach out to info@eminentpromotions.com  include in the subject line “SHIPPING LATE” and one of the team will pick up your request urgently and get in touch with you. 


Q43. How much does delivery cost?

A43. It depends on the size and weight of your order. 


Q44. Is split shipping available?

A44. Yes, but you will need to reach out to info@eminentpromotions.com to be specific with your request.


Q45. Can you provide an estimated delivery date during the ordering process?

A45. Yes we will be able to give you an estimate.


Additional Services:


Q46. Will you keep my files for reprints?

A46. Yes, your artwork will be saved for future orders which keep processes for re-ordering faster. 


Q47. Can you provide a digital proof for customisation?

A47. Yes, we always send a digital proof before production which you will need to sign off. 


Q48. Can you provide a digital preview or proof of how a customised product will look before it goes into production?

A48. Yes, we will send you a mock up before production. 


Q49. Can I get a sample of a product before placing a bulk order?

A49. It depends on the product and the size of your order. 


Q50. How do I request a refund for a sample product?

A50. We don’t offer refunds for sample products. 


Q51. Can I customise the packaging of my order?

A51. No, we don’t currently offer customised external packaging.


Miscellaneous:


Q52. How can I check the status of my order?

A52. You will have an email to confirm each step of the process.


Q53. Can I place an order over the phone?

A53. Yes, you can call us using the number on the top of the website. 


Q54. How do I unsubscribe from marketing emails?

A54. Find the latest email from us and scroll down to the bottom and click unsubscribe. 


Q55. How do I unsubscribe from marketing SMS?

A55. Reply with “STOP”.


Q56. How do I unsubscribe from marketing?

A56. Click unsubscribe on the bottom of the emails. 


Q57. Can I get assistance with choosing the right product for my promotional needs?

A57. Yes, you can call us or email us directly and we would be happy to help.


Q58. Are your products eco-friendly or sustainable?

A58. Yes, we offer eco-friendly products. 


Q59. What is the process for wholesale orders?

A59. Speak with a representative that can take care of process for you. Call or email us. 


Q60. Is there a specific process for artwork approval before production?

A60. Yes, you will get an email from us to confirm and sign off before production. 


Q61. Are there any quantity discounts for large orders?

A61. Yes, this is automatic on our website. 


Q62. Can I order a catalogue of your products for reference?

A62. We offer seasonal catalogues. You can get access to these on our website. 


Q63. What is the average response time for customer inquiries?

A63. We aim for a response within 24 hours, but currently our track time is 1 hour. 


Q64. Can I schedule a call with a sales representative for further assistance?

A64. Yes, simply call the number on the top of our website. 


Q65. Do you offer dropshipping services for resellers?

A65. We are happy to discuss, you can reach out to info@eminentpromotions.com for more information. 


Q66. Can I order a mix of different products in one order?

A66. Yes, you can add as many products as you wish.