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Hotline Harry

frequently asked questions

We make adding your logo easy...

How can we help?

General

We are the UK's leading supplier of printed promotional products. For over 30 years we've always looked to innovate and find simpler and easier ways to order branded merchandise. Established in 1989, you can read more about our journey and how we got to where we are today on our about us page.

Absolutely! Customer feedback is extremely important to us and we love hearing from you. We use a third party review site called Trustpilot and you can see our reviews and Trustpilot score on our profile page.

Our advice is keep it simple! Most people have their company logo, telephone number or website address. It's a call to action, so keep it clear and simple to make the greatest impact.

If you are not sure which product to use ask yourself this: who are your core target audience and what would they appreciate? For example, if your company repairs computers then why not offer a practical gift to your customers such as a USB flash drive printed with your logo, which they will see every time they use it?

There's a promotional product for every kind of business or organisation and we can help you to find the right one for yours. If you are in need of some inspiration then have a chat with a member of our friendly sales team on 01202 052122.

Yes, every year we supply our A5 bestsellers brochure, crammed full to the brim with hundreds of products for promoting your business. Not had yours yet? Download your copy here.

Monday to Friday 9am – 5pm. We are closed on Bank Holidays and at Christmas between 24th December and 2nd January, but you can always leave a voicemail or send us an email to team@hotline.co.uk.

Each product has a minimum order quantity and this will vary from product to product. The minimum quantity on each product is shown on our website. Please be aware that the more you order the more you will save.

It's 100% secure. We have followed Google's guidelines and made our entire website secure, and we will not share your data with any other company. Further details are available in our privacy policy.

Ordering process

After placing your order online you'll receive your order number via email. Our in-house studio team will double check your order and email across your FREE artwork proof for you to confirm online. You'll then need to double check you're happy with your proof as we won't go to print until you've signed this off.

Once your order is approved it will then go into production and your delivery dates will be locked in.

Each product has a minimum order quantity and this will vary from product to product. The minimum quantity on each product is shown on our website. Please be aware that the more you order the more you will save.

Yes, on every single order you place with Hotline you will always receive a FREE online artwork proof to approve before we go to print. You will receive this proof within 1 hour of placing your order (on weekdays). We ideally need your approval back the same day otherwise your delivery dates will get moved on.

If you want to make a change to your order after signing off the artwork then we will do everything we can to help, but cannot guarantee that changes will be possible. The order may have already gone into production and some costs may have already been incurred. The best thing to do is call our customer service team as soon as possible on 01202 052095 and they will do everything they can to help.

Adding your logo

Of course! And we'll do it for FREE. We have a dedicated team of design experts that will help you every step of the way. When you order simply upload your artwork and tell us what you want in the special instructions box. Our team will set your logo and message to best effect on the products you have chosen and send you a FREE digital proof for your approval. We will not print anything until you are 100% happy with your design.

Sure, after clicking ‘Customise & Buy’ on the product page, you’ll enter our customise wizard. At stage 2 you can upload a logo and can add additional instructions here telling us what Pantone colours you'd like your logo printed. If you don't supply us with specific pantone colours then our in-house studio team will electronically match the colours for you.

Yes of course! After clicking ‘Customise & Buy’ on the product page, you’ll enter our customise wizard where you’ll be able to upload your logo. If you'd like us to convert your multi-colour logo into a single colour just let us know in the additional instructions notes box, just tell us what imprint colour you would like and we’ll do the rest! Don’t worry, we’ll always send you a free artwork proof to check before we print anything!

After clicking ‘Customise & Buy’ on the product page, you’ll enter our customise wizard. In here you’ll be able to upload your logo or select if you just want text. In the wizard you will also confirm what colours you’d like your logo printed and you’ll be able to add any other additional information that will be helpful to the design team when setting up your artwork proof.

Absolutely! We don’t print anything until you are 100% happy with your free artwork proof. After placing an order your FREE digital artwork proof will be sent to you within 2 hours (weekdays). You’ll then be able to approve the proof if you’re happy with it or let us know if you’d like any changes to it.

Worried how it will look before committing to pay? Don’t worry, just click the big orange button ‘See your logo on it- Free 1hr Visual & Quote’ on the product page. Upload your logo and enter your details, we’ll then send you a link to an online artwork visual showing your logo on the product accompanied with a fully inclusive price. 100% free before you spend a penny!

Payment

We accept MasterCard, Visa & Visa Debit.

Yes that's fine, however we would need the funds cleared in our bank account before we release any goods. You will be able to select this option when we send over your official artwork proof. If you are paying this way then please make sure you put your order number as the reference number on the transfer.

If this option is selected but payment is not made then your order will be delayed.

Unfortunately not at the moment, but we are working on it. Watch this space!

Yes, once you have signed off your order you will be emailed a receipt or a BACS pro-forma invoice depending on which method you've chosen to pay by. You will then be emailed your VAT invoice the day after your first delivery.

If you are a government or local authority organisation - such as a school, council or university - and you are paying by credit account then you will need to supply us with an official purchase order number. Also, if you are a private company and would like us to reference a PO number on your invoice for your records then that's fine too, just let us know.

We always have to charge VAT, regardless of your VAT status. If you are VAT exempt it is then your responsibility to claim any VAT back. The only exception to this is if we are shipping outside of the UK.

Yes that's fine. As long as you can provide us with an official purchase order when you order we'll be able to give you a 30 day credit account. All account balances need to be paid 30 days from the date of our invoice.

We always ask that your first order with us is settled by credit card or bank transfer up front, however following this we are happy to look at setting up a 30 day credit account for you. Please talk to one of our friendly sales team who will arrange to send you a credit application form.

If for any reason a refund needs to be made then this will be made by our Accounts department within 48 hours of agreeing the refund. Please allow up to 5 business days for it to appear back into your bank account. If a payment was made via a bank transfer then a refund will be sent out in the form of a cheque. Please allow 7 days for the cheque to arrive.

Making payment online is 100% secure and is secured by GeoTrust, one of the largest online security providers in the world. Our website uses a secure server which uses SSL technology (secure sockets layer) to make sure that all your details are completely secure. Every time we receive an order, we use fraud checking systems as well as authentication processes before we fulfill it. You can read more about the online security measures we take in our safe shopping guarantee.

Delivery

The website shows the quickest dates usually available for delivery, however if you need a quicker delivery date then call one of our friendly sales team on 01202 052122 who may be able to bring the order forward for you.

Standard Delivery to the UK mainland is 100% FREE! For areas outside of mainland UK, continue with your order online and we will contact you with the additional delivery costs for your area before we process the order. Our quicker priority service delivery is an additional £15.00 + VAT per product.

Your order will be sent to you via a tracked courier delivery. Somebody will need to be at the delivery address to sign for the delivery and it can be delivered anytime between 9am and 5.30pm on your specified delivery day. Most deliveries will take place on weekdays.

Standard orders will be delivered Mon-Fri between 9am and 5.30pm, however if you'd like a specified timed delivery (before 12pm for example) then we can do this for an additional cost. Please call our friendly sales team on 01202 052122 who will be able to help with this.

Every product has a different lead time, however you can easily view all the delivery dates available online for every product on the product page.

Yes you will! We know it's really important to our customers to let you know when something is being delivered. That's why we give you a guaranteed date for delivery. We'll always try and deliver sooner than this date if we can too!

Not always. Although we do try and get everything delivered at the same time, different products have different lead times which may mean they will get delivered on different days. All your delivery dates will be confirmed on your order confirmation when you place your order.

Yes you will. If nobody is there to sign for the delivery then the courier driver will leave a calling card. You will then need to contact the courier and re-arrange for another delivery slot. If you have any questions about this then please email customerservice@hotline.co.uk

If the branded products are critical for an event then please make sure someone is there to sign for the delivery as re-arranging a delivery time may cause delays.

Don't panic, if nobody is there to sign for the delivery then the courier driver will leave a calling card. You will then need to contact the courier and re-arrange for another delivery slot. If you have any questions about this then then please email customerservice@hotline.co.uk.

If the branded products are critical for an event then please make sure someone is there to sign for the delivery as re-arranging a delivery time may cause delays.

Returns and queries

If for whatever reason you are not happy with your products then please email to customerservice@hotline.co.uk . Please explain the issue with your order to the team and they will do everything they can to resolve the situation.

If the products you have ordered have been printed exactly as approved online and there are no issues with the functionality or quality of the product then unfortunately the items cannot be returned. The products have been personalised with your message or logo so cannot be swapped for a different item or refunded. Please read our terms and conditions for more information.

Absolutely, every order is backed by our famous 30 day money back guarantee. We want you to be delighted with every purchase, therefore if any item or print is not as you approved then we will re-run your order, credit your account or refund your money.