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Frequently Asked Questions

FAQ: Products and Samples
Products and Samples
Browse some answers regarding our Products and availability
FAQ: Payment
Answers about our Payment options and everything else topic related.
FAQ: Ordering
Regarding Ordering and 'No Hidden Charges' policy
FAQ: Delivery
About delivery options and standard lead time.
FAQ: Technical
Answers about artwork and other technically related questions.
FAQ: Returns
Check our FAQs regarding Returning Promotional Items to us.
FAQ: Privacy and Data Collection
Privacy and Data Collection
Regarding our Privacy Policy and information we collect.
Can I order a sample?

Yes, you can. Please use our "Order a Sample" button to purchase the item.

You are not limited to any number of different samples of promotional items. However we do not allow to purchase more than 1 sample of the same item.


Can I order a sample with my logo?

No, unfortunately we do not provide that option.

The cost of personalisation is too high to offer you that kind of service. It can be only a plain item.

Can I return a sample and ask for a refund?

No, samples are not refundable and cannot be returned.

We offer the samples purchasing option for the future customer to check the quality and look of the item before placing a bigger order or for the purpose of presenting them to your customers.

Price paid for a sample can be deducted from the bigger order placed for the same item.

Can I pay you by cheque?

These days it is better not to use cheques anymore and we no longer accept this form of payment.

We accept bank transfer as the only payment method.

What methods of payment do you accept?

We accept only Bank Transfers as payment methods.

We no longer accept any credit/debit cards due to many fradulent transactions.

In order to start the production, we first need to receive your transfer confirmation.

What is your lead time for an order?

Generally speaking the industry standard from date of order to delivery is 3-4 weeks.

However somethimes we can deliver quicker. Please contact us.

Usually plain items are deliverd within 7-10 working days and imprinted in 3-4 weeks.

Why is there a minimum order quantity?

Firstly 'minimum order quantity' is the number of items below which the items cannot be purchased on our website but contact us with your requirement.

As there are charges for print preparation, 'minimum order quantity' is an optimal number where these charges are spread between.

Can I purchase fewer quantity of items than specified?

Yes, you can. in order to do so please contact us by email or phone.

Our online shop will not allow you to choose smaller quantity than minimum.

So contact us to get quote for smaller quantities if needed.

Are there any hidden fees?

There are no hidden extras!

Our 'no hidden charges' policy guarantees to view all charges upfront.

All our prices include origination charge, printing and you know the full price beforehand.

How long will it take to receive my items with personalisation?

You will receive your personalised items in time of up to 4 weeks.

The exact time we need to reserve for the production, depends on the kind of items you chose and how much work is required to personalise them for you.

We also need to make sure the production is of the best quality possible.

Once, we are satisfied the last thing to do is to deliver the goods to you.

How long will it take to receive my items without personalisation?

Items without personalisation we can deliver within 7-10 working days.

What kind of files do you accept with the artwork?

We accept all vector (outlined) files (.ai, .eps. .cdr), Adobe Illustrator (.ai), CorelDraw files (.cdr), and Encapsulated PostScript (.eps).

Please contact us for more explanation if needed.

Could I send reprinted artwork (like catalogue business card etc)?

No, we need you to supply the artwork only in given formats.

It is due to the fact that in many cases your artwork needs to be adjusted, resized or simplified.

What shall I do if I do not have the artwork in the electronic version or it does not meet your standards?

In that case we will need to convert your file to the one we accept or redo your artwork.

The charge for recreating your logo in a required format may occur but we will let you know about it beforehand.

Usually we do not charge for it and out studio graphic designers help to recreate our customers logo from whatever format they have.

What kind of returns do you accept?

Water4Fish accept all returns of unbranded items.

If you ordered items with branding they only can be returned if damaged.

Can I cancel my order?

When you order itemw with branding with us we will produce a mock-up with your logo on items and will ask you to check and confirm if you want to proceed with print.

You may cancel your order anytime before production starts or if your items are plain and not shipped yet.

In other cases please discuss it with us first as normally, when production starts, it is not possible to cancel your order.

What kind of responsibility do I hold upon delivery?

We kindly ask you to check if boxes arrived undamaged and report to us any event of that kind within 24 hours.

What do I have to do when my items are damaged?

If items arrived faulty they are to be returned to us but firtly concat us to report it.

We will provide you an RMA (Returned Merchandise Authorisation) number from our Customer Services department.

The RMA will be valid for 24 hours. We will arrange at our expense for collection of the items, which must be available for collection in their original packaging together with all accessories.

Can I contact you if for some reason I am dissatisfied with my purchase?

Yes, Your satisfaction is our primary concern, but if for some reason you are dissatisfied with your purchase please contact:

- our customer service department via e-mail at 

- or contact customer service at 056 0366 9587.

Can I return my personalised items?

Items branded with your logo and personalised items are not returnable unless defective.

Items which are branded cannot be re-sold therefore we always provide visualisation for the customers to see how final product would look like.

All claims of damaged or defective promotional items must be made within 24 hours from receiving.

What do I have to do when my items are damaged on delivery?

Please first of all contact us and we will deal with your case.

You will be asked to keep items in their original boxes and we will arrange a pickup.

If, for any reason, it is impossible to arrange for a pickup we will ask you to send items at your cost which will be reimbursed.

We will not return any shipping charges unless items arrived damaged and is reported to customer service on the day of delivery.

When will I receive my money back?

The refund will be payable only to the account of the person or organisation that made the payment and will be made within 24 hours.

The best will be to contact us first and we will advise but normally it does not take longer than 1 day.

What kind of data will you store on your database?

When you shop in our store, we will ask for your name, email address, billing and shipping addresses and telephone number.

We do not store any payment information.

Do you store my Credit card details?

No. Since we do not accept payments by cards we also do not store any of such data.

Do you share any personal information with others?

No, we do not share, give or sell any data of our customers and their orders.

Orderring data such address or name is used ONLY to complete the order and deliver goods.

How will I recognise that the website is secure?

Any personal information that you provide to Water4fish is maintained on secure servers and protected by industry-standard Secure Socket Layer encryption (SSL).

When entering personal payment details, look for a padlock icon located next to website address to check that you are on a secure page.