FREQUENTLY ASKED QUESTIONS

If you have more specific questions about your order, you can always contact us through our online contact page. Our staff would be more than happy to help.

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GeneralOrdersDeliveryCancellationsComplaints

GENERAL

How should I contact Impress?

Our contact details can be found on our contact page. Prefer a free option? Contact us through our online chat service during business hours, or through our online contact forms. Be sure to select the relevant contact topic so we can answer your questions as soon as we can. Feel free to contact us with any questions! If you need to speak with our team immediately, please call 031 263 2755 and our staff will be happy to assist you during office hours.

I've changed my artwork after I've submitted my order. Can I change it for the latest version?

Please call us immediately! Normally this is not possible, but if possible, we will try to stop it before it starts being printed. We expect that the artwork you upload to your order is the artwork you want to be printed and will be sent straight to print if all artwork is correct. If you’ve approved a digital proof, this is then sent straight to our print shop to be printed and is normally not possible to change or cancel anything after that time.

Do I need to create an account before I can place an order?

Yes. This is because you need to provide us with your delivery address and your contact information so we can have your order delivered to you safely and so we can contact you regarding your order if needed. Your information will not be given to any third parties.

How do I place an order on your website?

To order a product, you need to first select all the options you want for that product. Once you have selected all your options, either drop your files or click on the “Drop files or click to upload” area, click on the ’Add to Basket’ button. If you want to add more than one product to your shopping cart, go to that other product page and repeat this process until you have made all selections you’d like and then again click to add the item to your shopping cart.

Once you have all the items in your shopping cart and you are ready to proceed to checkout and pay for your order, you can then proceed through the checkout by simply clicking on the price next to the shopping trolley image on the top right of the page.

In your checkout you must confirm your delivery address and any additional comments, then choose your shipping option. Once you have paid for your order, you will receive an order number and we will then begin to check your artwork for you.

Once in production it will be printed and then sent to you with the turnaround speed you have chosen.

Where do I check the status of my order?

You can check the status of your order by logging into your account on our website. There you can see what stage your order is currently in and if there is any action required from you. You will also receive emails from us if there is a concern regarding your artwork, or to notify you that your artwork has been accepted.

Normally you will also receive an email with a tracking link once your order is dispatched too, so you can follow the progress of your delivery all the way to your door!

Where can I request a quote?

Need a product that is not available on our website? Or would you like a product on our website, but in a much larger quantity than offered? You can request a quote through our quotes form.

Please check carefully to make sure the product you are looking for is not already available on our website. The prices shown on our website will always be the lowest prices available for that product.

Can I receive a free sample of a product?

Unfortunately, we don’t currently offer a sample pack or samples of individual products. We hope to have this option available on our website soon.

DELIVERY

All delivery dates shown on our website are best estimates and may vary slightly depending on your delivery address. We cannot guarantee an exact delivery date because we are not the ones delivering your package. We use contracted couriers, so your order is collected from our print shops and delivered to you with the delivery speed you’ve selected when making your purchase.

That being said, approximately 95% of all orders arrive on time. We always recommend placing your order with plenty of time to spare just in case there are any unexpected delays. We will always do our very best to ensure that your order is produced and delivered on time.

Do you deliver outside South Africa?

Unfortunately we do not deliver outside of South Africa.

When will my order be delivered?

If you’ve placed an order before 03:00pm with all payment and correct artwork received (and approved) then we can start printing the next day. If your order is placed after 03.00pm, then it will start printing in the following print run.

It is not possible to stop the printing line for new orders once started. If you provide your files after 03:00pm, it will start printing in the very next print run (usually the day after next). Once your order is shipped, you’ll receive a tracking number and link by email which indicates the expected delivery date, so you can follow the progress of your delivery closely.

What time will my order be delivered?

Once your order is shipped, you’ll receive a tracking number by email which indicates the expected delivery date, so you can follow the progress of your delivery closely.

Unfortunately we’re unable to give an absolute time for every delivery. It depends on the route the Courier decides to take. For instance, if the Courier van starts its route near you, it’s likely that you will receive your print in the morning. If they begin their route further away from your address, however, then you will receive your print later on in the day.

Can I split my order to have it delivered to multiple addresses?

Unfortunately, this is not possible. You can only choose one delivery address for your order. It is not possible, for example, to order 10 roll-up banners and have each one delivered to a different address.

One delivery address per order – that’s our rule. To do this, you have to place separate orders for each different delivery address. You can choose the delivery address when in your checkout.

Will I receive a tracking link once my order is dispatch?

Yes! Once your order is shipped, you’ll receive a tracking number and link by email which indicates the expected delivery date, so you can follow the progress of your delivery closely. Usually you’ll receive this by email late on the evening of dispatch.

What are the shipping costs?

Shipping prices are calculated at the very end of your order and applies to all items in your cart. Shipping prices will vary based on the shipping option you select.

I am expecting a parcel but I don’t not have my Parcel Tracking Number. What should I do?

Please contact us through our contact page and we can email the tracking link to you.

My parcel tracking link indicates that my parcel has been "Delivered", but I have not received my parcel. What should I do?

To ensure the safe delivery of your parcel, we sometimes do need a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either deliver the parcel to a neighbour or take your parcel to be securely held at the local Post Office or depot. The driver should have left a card indicating the location of your parcel.

Please follow the instructions on that card. If this is not the case, you can also contact the courier and quote the tracking number on your tracking link to confirm that the delivery was made to the correct address. If you still cannot locate your package, please contact us through our contact page.

I have missed the delivery of my parcel. What should I do?

The driver will have left a notification card with a parcel reference number on it. You can find out where your parcel is using this number. If this is not the case, please check the tracking link you received by email from us to confirm the status of your delivery.

It might have been delivered to a collection point instead. All information should be listed in the tracking link for you.

Will my order be delivered on a Saturday?

Unfortunately, we cannot guarantee delivery on a Saturday. In some cases, the courier delivering your order might deliver on Saturday when there is a private address on the label and they have enough deliveries to justify delivering on a Saturday.

For the most up to date information, you can monitor on your tracking information from the email link you were emailed when your order was dispatched.

Can I change my delivery address after I had placed an order?

Unfortunately, you cannot change the delivery address of your order once placed.

If you need to change the delivery address, please inform us using the contact page or by sending a message through the order manager in your account section.

I did not receive my delivery. What should I do?

When your order is shipped, you will receive an email with a tracking link where you can follow the delivery status of your order. If you have provided an incorrect address, or you are not at the provided address to receive the package, delivery will then either be re-attempted by the courier, or the package will be taken to a collection point near you. If you do not collect the package after two weeks it will then be returned to us.

You must contact us within 1 week of the package being returned to us if you would like us to resend the package to you. Extra charges may be incurred for this service. The package will be destroyed if no communication is received within this time.

ORDERS

What are my payment options?

Impress offers several payment options. The fastest and easiest way for both you and us, is a payment with your credit or debit card or EFT. This way the payment will be made immediately and comes directly to us.

We can then immediately start with checking your artwork. Once your artwork is approved, we’ll take your order into production.

My payment failed. How can I fix this?

In this case it’s best if you can firstly try a different payment method if possible. If this is not possible, we’d recommend you to then call us and speak with our customer service team on 031 263 2755 or email us through our contact page. Our phones are always open during office hours and our staff will be happy to help you complete your order.

Your payment could have failed for several reasons which can make it difficult to determine where the problem lies. We’ll always try our best to help and we’ll always find a solution!

Can I place an order via email?

For the best and most efficient results, we require all orders to be placed through our website. This allows us to receive all the details of your order that we require and minimizes any room for error.

How do I choose a different delivery address when placing an order?

You can add delivery addresses when you log into your account on our website and select addresses from settings drop-down list.

What does the order status in my account mean?

Once you have placed an order, your order will progress through various stages or statuses. You can see these changes take place by monitoring your order in your online account. You will see statuses such as ‘We have received your artwork’, ‘Order in Production’, ‘Your order is shipped’ and more.

Can I order other quantities than stated on the website?

At Impress, we offer the quantities shown for each product because that’s the quantities we can offer the best prices for. If we were to deviate from these quantities, it would often cost more than the next quantity offered. If you really need an exact amount that is between two quantities offered, the only option is to combine smaller quantities to get an exact quantity by adding more than one item to your cart, or just simply choose the next quantity offered.

If you are wanting a quantity that is larger than the quantity offered on our website, you can either add the smaller quantities to make up the number you’d like, or simply request a quote for the larger quantity required.

I haven't received an email update/ order confirmation. Did I do everything correctly?

Once you have placed an order, you should then receive an email confirmation of your order with your unique order number. After that, you can always check the status of your order by logging into my profile section on our website.

Here you can see if there is any action required for your order, or if your order is already in production. Your email might have accidentally gone into your junk mail folder so please check that just to make sure. If your order status hasn’t changed for longer than expected, please contact us so we can investigate this for you.

CANCELLATIONS

Can I cancel my order?

Cancellations are only possible if your order has not been taken into production. As almost all products are personalised and non-reusable products, it is not possible to cancel your order once printing has begun.

If your order has not begun to be processed by our team, then you can cancel your order by contacting our customer service team by telephone or email as soon as possible. You can receive your money back in the form of a credit voucher for our website, or as a full refund to your account. No administration charge will be applied.

If your order has begun to be processed by our team but has not been put into production yet, then you can cancel your order. You can receive your money back in the form of a credit voucher for the full amount of your order, or as a refund back into your account, however, a R99.95 administration charge applies for a refund into your account.

Are there costs to cancel an order?

If your order has not begun to be processed by our team, then you can cancel your order by contacting our customer service team by telephone or email as soon as possible.

If your order has begun to be processed by our team but has not been taken into production yet, then you can cancel your order, however, a R99.95 administration charge applies. If your order has been taken into production, it is unfortunately not possible to cancel your order.

I don't need my order anymore. Can I cancel?

Cancellations are only possible if your order has not been taken into production. As almost all products are personalised and non-reusable products, it is not possible to cancel your order once printing has begun.

How do I cancel my order?

To cancel your order, please contact us as soon as you can by calling us on 031 263 2755 or simply send an email to customerservice@impress.co.za with your order ID, stating that you’d like to cancel your order and the reason why. A cancellation charge of R99.95 applies. Please note that it is only possible to cancel your order if it has not been put into production yet.

COMPLAINTS

What should I do if I have a complaint?

If you have a complaint, simply fill out a complaint form on our website contact page. We will always treat any problems very seriously, and we’ll make it our priority to find the right solution for you as fast as we can. By providing all the details we need through this form we can solve your complaint as quickly as possible.

There is something wrong with my order. How do I proceed?

Please inform us of any complaints or concerns through our contact form on the contact page immediately upon discovery of any problems. By including as much information as possible and clear images of any damage or problems we can solve this as quickly as possible for you.

The printing quality is not good.

This can be caused by several factors. For example, the prints were not properly cut or because the artwork wasn’t formatted correctly to begin with. Together we’ll indicate what the problem is and find the right way to rectify this problem. We will be honest about the mistakes we make! Please notify us immediately if you notice something that’s not quite right. Report any problems or errors to us via our contact form. By providing all the details we need through this form we can solve your complaint as quickly as possible.

My delivery is late. Can I claim the delivery costs back?

When ordering with Impress, you pay for your order to be printed and produced within a certain time and then to be sent with your selected delivery speed. Once this is done, it is no longer within our control. If there has been a delay due to our production team, we will happily try to offer a good solution as this was our mistake. Once your order is dispatched with the correct sending method you paid for, we then rely on our contracted couriers to deliver this to you on time. Unfortunately, delays experienced while your order is being transported are completely out of our control, so Impress cannot be blamed for this and is not liable for any damages caused by late deliveries caused by delays with our couriers. All delivery dates shown on our website are best estimates and may vary slightly depending on your delivery address.

Approximately 95% of all orders arrive on time. We will always do our very best to ensure that your order is dispatched and delivered on time.

We always recommend placing your order with plenty of time to spare just in case.