Frequently Asked Questions
Web Orders - Shipping, Delivery & Returns
- Consumable orders to mainland UK – £7.50
- Highlands and offshore islands – £20.00
Orders of £300 and over delivery is free (does not include orders for Highlands and offshore Islands). The exact delivery cost will be calculated in the checkout section.
For equipment orders and pallet deliveries please contact us for a quote.
All delivery fees are subject to VAT at 20%.
All online orders are delivered either by our own team (for local deliveries) or via a trusted nationwide carrier.
Most items are eligible for next-day delivery when ordered before 3:00 pm.
Orders placed after this time may still arrive the next day, depending on the supplier.
While next-day delivery is our goal, please note that courier delays can occasionally occur, meaning we cannot always guarantee next-day arrival.
If you would like a tracking link, please email us with your order number. We will notify you promptly if your delivery is delayed for any reason.
For any special delivery requests, please get in touch with your query.
Please note that timed delivery services are not guaranteed.
If you require express delivery, please email us for a quote, as charges vary depending on your location.
Finally, some products may not qualify for local collection in Newcastle-under-Lyme due to variable stock levels.
Currently we only ship to locations within the United Kingdom. Postage costs may vary for the Scottish Highlands, and offshore islands such as the Isle of Mann and Isle of Wight.
Depending on location we sometimes are able to accept delivery to another country. For more information please contact us with your requirements and location.
If a product arrives damaged, please email us with photo evidence within 7 days of receiving your order.
This timeframe allows us to investigate the issue with our supplier.
Please note that if we’re notified of damage after 30 days, we may not be able to accept the return.
We recommend inspecting all products as soon as they are delivered to avoid any disappointment.
Once our investigation is complete, return labels will be provided, and a replacement will be sent if this option has been requested instead of a refund.
Opened products are not eligible for return.
For items ordered in error, a restocking fee will apply, and return shipping costs are the responsibility of the customer.
These charges are set by our suppliers and are therefore passed on if an item is returned. The restocking fee may be up to 15% of the order value.
For more information regarding return fees, please contact us as soon as possible and include your order number.
Once we have all the necessary details, we will prepare the return documents and email them to you along with confirmation of the applicable fees.
For tracking information please request this by emailing us with your order number or by leaving instructions within the note section at the checkout.
If you haven’t received your item it’s best to get in touch with us as soon as you can.
Please include your invoice Number, Full Name and Address so we can locate your order.
For products that are ordered but no longer required, there will be a restocking charge and all returns are paid for by the consumer.
Refunds are only offered on unopened items.
If you require a arranged return please contact us with your invoice number and company details.
Our cancellation window is short due to the suppliers quick dispatch system.
Please call 01782 712024 immediately if an order needs cancelling within 30 minutes of placing the order.
Exchanges are only available for items that arrive damaged or if you receive the wrong item.
If a suitable replacement is not available, a full refund will be issued.
Please send photo evidence of the faulty products within 7 days of receiving the order.
Provide your invoice number and any other details and email us as soon as possible.
If a product is ordered in error, it must be unopened.
A restocking fee of up to 15% of the order value may apply. Return shipping costs are the responsibility of the customer.
Please note that opened products are not eligible for refund unless faulty.
Return fees are set by our suppliers and are therefore passed on to the customer. For full details on return charges, please contact us as soon as possible with your order number.
Once we receive your request, we’ll provide the return documents and confirm any applicable fees via email.
Returns are accepted for items ordered by mistake, provided they remain unopened and in their original packaging.
Returns must be made within 14 days of delivery. Unfortunately, we cannot accept unwanted items after this period.
Printing & Collection
If you require basic A4 or A3 copying on a small scale then please come to our store with your document or digital file.
Depending on the current workload we aim to do small amounts while you wait.
Please note there is a minimum charge of £2.00 for single copies
A minimum charge of £2.00 applies to single A4 or A3 prints
For single copies or small print quantities in standard A4 or A3, a flat fee of £2.00 is required to cover the setup and printing cost.
Please contact us if you have art prints or drawings that require scanning. We will need to check the sizes prior to the scanning process.
Our turnaround for art scans is 1 to 3 business days.
For larger scans & quantity it may be up to 5 days.
Once completed, an email with the digital files attached will be sent to your desired email address.
We can print hard copies of building plans and draft drawings up to a maximum size of A0.
A suitable collection time will be arranged accordingly
Custom sizes are also available, provided they fall within our printer’s size limit.
- Prints available in mono or full colour
- Accurate scale printing
- Wide range of size options
We complete print jobs usually within one day
If your plans are in any digital format, please contact us and we’ll provide the appropriate email address to send your files.
All we need are your printing instructions and the digital file in the correct scale (PDF format preferred).
For the best results, we recommend submitting a high-resolution PDF.
Please ensure that any errors, including typographical or graphical mistakes, are fully corrected before submitting your artwork or document to us for printing.
Upon request, we can provide a proof for review.
Additional charges may apply
We gladly accept cash.
For smaller print jobs below £5.00, we kindly ask that you pay with cash.
A minimum spend of £5.00 is required for all card payments.
For transactions below this amount, paying with cash may be a more suitable option.
Warranties
Warranties can vary between products depending on the manufacturer of your chosen product.
If it doesn’t say on our website please get in touch with any questions pre-purchase.
Payment
All of our website prices exclude VAT until it is added at checkout.
We use Stripe and PayPal to process all of our payments. All of your personal information is always protected and secure.
We accept all major credit and debit cards.
You can enter your promo code on the basket page in the coupon box, hit apply coupon for it to be activated.
Opening Hours
- Monday — 8:30am-5.00pm
- Tuesday — 8:30am-5.00pm
- Wednesday — 8:30am-5.00pm
- Thursday — 8:30am-5.00pm
- Friday — 8:30am-4:00pm
- Saturday — Closed
- Sunday — Closed
Our store is normally closed on standard public holidays. We update the website with holiday opening hours near the date.Â
Data & Privacy
We have a full policy on how Design and Reprographic Supplies Ltd handles and store your data.
No data is sold to any third parties. For more info about how your data is handled, please check out our Privacy Policy.
