Terms and Conditions

General information

Delivery Address (Changed or different to billing address)
You may enter a different address specifically for delivery if needed. If so, please inform us by email within one hour of your purchase. A change of address after the order has been dispatched is not possible.

Delivery Time
It is not possible for us to give a guaranteed specific time and date for delivery. This is due to having to rely on a third party for delivery and dispatch. There can be slight differences in production and delivery time between different types of products which can also affect the time taken to travel from the place of production to your door. We always aim to dispatch within the allocated time frame on any given product, assuring that you get it as soon as it it ready.

Method of Delivery

Standard:All orders are subject to standard delivery rates. This means that orders are due to arrive within 5-7 working days of being processed, depending on the product. This does not apply to non-physical orders such as graphic design.

Orders with a quantity of over 15,000 may take longer than normal simply due to the large volume involved.

Deliveries are made only to mainland UK. For any other locations outside of the UK, we require contact from you prior to the order being processed. You can find our contact details on our contact page. An additional charge may be incurred for orders outside of the UK mainland.

Issues With Delivery
We are not to be held responsible for any damage to delivered products that happens in the hands of the courier while the order is in transit. We guarantee that all deliveries are packaged in high quality protective packaging and are handed over to the courier in perfect condition. We may, however, be able to assist in any issues a customer has with our courier in the situation that goods received are damaged upon arrival.

We do not accept complaints for delivery times falling out of the allocated time frame while the product is in the hands of the courier.

Bank Holidays / Other Holidays / Weekends

Our delivery times specified apply to working days only. This excludes weekends, bank holidays and other specific UK holidays. If an order is placed during any of these times, it will be processed on the next working day.

Multiple Orders

We urge customers to place each order separately when placing more than one order at the same time. This allows us to get them dispatched to you as quickly as possible and in a more organised fashion.

Product Quality

We use the highest quality top of the range printing presses to print your orders. The quality is superb even when production reaches 65,000 impressions per hour. Your job is completed with the same care that it started with. Some variation in colour is inherent in the printing process and it is an accepted standard that minor variations can happen. We are not to be held , liable in respect to these variations.

Our website design standards are something we take pride in. We strive to work closely with the client in order for them to get the most out of what they paid for. Any mistakes and inconsistencies in web design can usually be quickly and easily rectified soon after we have been notified as such. For our self-managed websites, Firefly New Media holds no responsibility for adult, non-politically correct or obscene content uploaded by clients and users of the sites(s).

As with website design, our graphics team work closely with the client in order to create a design that precisely matches what the client asked for. In light of this, we hold no responsibility for complaints towards graphic designs that have been created to client specifications and confirmed by the client.

Complaints
We do not accept complaints due to data that has been submitted by the client. For any errors in data that is user uploaded we hold no responsibility. By submitting data to us, whether physically or digitally, you confirm that it is suitable for printing, web or commercially usable. This is true regardless of whether a proof has been given by us for your submitted data.

We do, however, take other complaints very seriously. If there is a part of our service that you are not fully satisfied with then please do not hesitate to get in contact with us. We will try to rectify the subject of the complaint as best we can.

Cancellation

If you wish to cancel an order, please send us an email or give us a phone call within half an hour of confirming your order. This way there is a good chance that we can stop in time for no printing or design going ahead. By doing this, there is a good chance that your order will be stopped in time. However, if left too long then your order may have already been completed. We cannot be held responsible for this happening if your cancellation is too late in being sent. An administration fee of £10 will be charged for cancellations and will be subtracted from your payment refund upon cancellation.

Delivery charges
Delivery charges are included in the checkout of the Fireflynewmedia.com website.

Creased Product
A printing product ordered to be creased, will be sent unfolded for shipping purposes.

Payment options
We offer the following payment options:

Paypal:The most simplistic way to shop online; easy and safe thanks to SSL encoding. Our partner for credit card payments is Paypal,. More information on paypal can also be found at www.paypal.com.

Cheque:Cheque payments will not be processed until cheque has fully cleared in our bank. Cheques to be made out to FIREFLY NEW MEDIA UK.

Bank transfer
Make your payment directly into our bank account. Please use your Order ID as the payment reference.
Your order won’t be shipped until the funds have cleared in our account. Bank transfer information available in the checkout on fireflynewmedia.com when ordering one of our products or services.
Products

Durability of Printed Goods
Certain printed items are not suited for long term outdoor use, such as leaflets, business cards and certain types of posters. Thus, these products are not intended for outdoor use and will deteriorate over time.

Colour Deviations
In all printing processes, there is always the chance of there being some slight colour deviation. Many factors can affect the overall colour including grain direction, gloss/matt, temperature and air humidity. Generally, if there is any colour deviation it is very subtle and barely noticeable.This is a common printing phenomenon and is not a reasonable grounds for complaint.

Data

Bleed
When submitting a design for us to use in print, please always make sure there is a 3mm bleed (5mm for posters) around the outer edge of the document. All important text and images need to be within this line so that they don’t get cut off during the printing process. We provide a PDF document with all types of document setup for design purposes. It contains all relevant measurements and design document sizes. Please download this if you are having any difficulties with your own design. Otherwise, we provide a professional design service.

Online
When submitting images for web design purposes, please make sure that they do not infringe any copyright laws. Please also make sure that they are web safe and of a good quality so as not to compromise on quality.

Labelling Data
For printing purposes, the ideal file format to send is is PDF (Portable Document Format).

For web graphics and images, PNG (Portable Network Graphics) is our preferred format.

Layers
If you’re creating your own graphics for us to use for your order, please make sure to compress all layers into one layer to reduce file size and prevent any mishaps and accidental alteration of the file.

Telephone Calls
Telephone calls may be recorded for monitoring purposes.

Price
Prices at fireflynewmedia.com can change any time. We will not hold any responsibility for your quote. In case of any price mistake, fireflynewmedia.com reserve the right to change or cancel any order(s).
We strongly recommend you to monitor our prices on a regular basis.