Frequently Asked Questions
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We believe in a clear and transparent service from start to finish. Our comprehensive guide below answers our most common questions. If your query is not answered here, please do not hesitate to get in touch with our studio team.
Our Brand & Products
Q: Where are your products made? A: Every single one of our products is designed, created, and dispatched from our dedicated studio in Yorkshire, UK. We are a 100% in-house operation, which gives us complete control over the quality of every piece that leaves our hands.
Q: Can I visit your studio? A: As a busy production studio and not a retail storefront, we are not open to the public. This focus allows us to dedicate our time to crafting and dispatching your orders with speed and precision.
Q: What is the difference between your various creation methods? A: We use specialised equipment for each product type. Laser Engraving permanently etches your design into glass, wood, or steel for a tactile, timeless finish. Fine Art Printing uses archival inks on premium, heavyweight matte art paper for vibrant, gallery-quality prints. Sublimation & Heat Transfer infuses or bonds your design onto apparel, mugs, and decor for a durable, vivid result.
Q: What is the quality of your apparel like? A: We select our apparel for its premium feel and durability. We favour soft, comfortable fabrics that provide an excellent canvas for printing and a great fit for everyday wear.
Q: How should I care for my framed print? A: To ensure the longevity of your fine art print, we recommend displaying it out of direct, prolonged sunlight. The acrylic front can be gently cleaned with a soft, dry microfibre cloth to remove dust. Please avoid using chemical cleaners.
Q: Is your packaging suitable for gifting? A: Yes. We take great care in our packaging to ensure your item not only arrives safely but also provides a beautiful unboxing experience worthy of a premium gift.
Q: Can I include a personal gift message with my order? A: Absolutely. We understand that our creations are often sent directly as gifts. You will find an option at checkout to add a personal message, which we will include in the package for you.
Q: Will the price be shown on the packing slip? A: No. All our packing slips are designed with gifting in mind and do not include any pricing information, ensuring a perfect surprise for the recipient.
The Design Process
Q: How does the design process work? A: Our process is designed to put you in control. First, you choose your "canvas" from our collection. Then, our interactive studio empowers you to be the designer—you add your text, upload your photos, and perfect your layout. The live preview you see on screen is the exact design we will craft for you.
Q: Can I upload my own photograph or company logo? A: Yes. For many of our products, you can upload your own high-resolution images or logos. We recommend using a .JPEG or .PNG file for the best results.
Q: What image quality should I use? A: For the sharpest finish, we always recommend uploading the highest-resolution image you have available. While our studio can work with most images, a low-resolution file (e.g., a screenshot or a small image from social media) may result in a blurry or pixelated final print.
Q: How do you handle the privacy of my uploaded photos? A: We take your privacy very seriously. Your uploaded images are used for the sole purpose of producing your order. They are never shared, sold, or used for marketing purposes without your explicit consent.
Q: The design studio isn't working correctly for me. What should I do? A: If you encounter any technical issues, we first recommend refreshing the page or trying a different web browser. Our studio is optimised for modern browsers like Chrome, Safari, and Firefox. If the problem persists, please contact our team with a screenshot of the issue, and we will be happy to assist.
Ordering & Payment
Q: What payment methods do you accept? A: We securely accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay.
Q: Is my payment information secure? A: Yes, absolutely. Our store is powered by Shopify Payments, a certified Level 1 PCI DSS compliant provider. All transactions are protected by industry-leading encryption. We never store your full credit card information on our servers.
Q: Do you sell gift cards? A: We do not currently offer gift cards, but it is a feature we hope to introduce in the future.
Dispatch & Delivery
Q: How long will it take to receive my order? A: We pride ourselves on our efficient studio process. We craft and dispatch every order within one business day. Our complimentary delivery via Royal Mail 48 then typically takes a further 2-3 business days to arrive. You can expect to receive your order within 3-4 business days in total.
Q: How much does delivery cost? A: We are pleased to offer complimentary, fully tracked UK delivery on every single order, with no minimum spend.
Q: Can I get my order faster? A: Yes. You can choose to upgrade to our Express Delivery service at checkout for £9.99. We will dispatch your order via Royal Mail 24, which has a delivery aim of 1-2 business days.
Q: Can I track my order? A: Yes. Every order, including those with free delivery, is sent using a tracked Royal Mail service. You will receive an email with your tracking link as soon as your order has been dispatched from our studio.
Q: I've entered the wrong delivery address, what should I do? A: Please contact us immediately at sales@externalimpression.co.uk with your order number and the correct address. We will do our best to amend it before dispatch. Once an item has been dispatched, we unfortunately cannot change the delivery address.
Q: Can I send items from a single order to multiple addresses? A: Our system currently only supports one delivery address per order. If you wish to send items to different locations, please place a separate order for each address.
Returns & Our Guarantee
Q: Can I return or cancel my personalised order? A: Once an order is placed, it is immediately sent to our production queue to meet our one-day dispatch promise. For this reason, we cannot accept cancellations. Due to the bespoke nature of our products, we cannot offer returns or refunds for "change of mind" reasons or for customer design errors (e.g., typos).
Q: What if my item arrives damaged or there is a mistake? A: This is covered by our Studio Guarantee. In the unlikely event your item arrives damaged in transit, or if there is a clear defect or a mistake on our part, please contact us immediately at sales@externalimpression.co.uk with your order number and a photo of the issue. We will arrange a free replacement or a full refund for you promptly.
Corporate, Wedding & Event Orders
Q: Do you work with businesses on corporate gifts? A: Absolutely. We can produce high-quality, branded merchandise and corporate gifts featuring your company logo. Please get in touch at sales@externalimpression.co.uk to discuss your requirements with our studio team.
Q: Do you accommodate large orders for special occasions like a wedding, anniversary, or christening? A: Yes, we are honoured to be a part of your most important celebrations. We frequently create bespoke items for weddings (such as gifts for the bridal party or engraved guest favours), significant anniversary parties, christenings, and other milestone events. For larger orders, we can often provide preferential pricing. Please contact us with the details of your event, and we will be happy to provide a quote.
