Hotline's Guarantees: What's Covered If an Order Is Late or Wrong

Hotline Promotional Products guarantees that your order will arrive on time and exactly as you approved it on your Visual Proof™, or we'll replace or refund it. On time means on or before the guaranteed delivery date shown before you order, which comes with Standard and Express delivery.

If you find the same product cheaper elsewhere before you order, our Price Match Promise matches the price, and our Safe Shopping Guarantee covers how your payment is handled. This article sets out what each guarantee covers, what it doesn't, and how to raise a problem with an order.

What are Hotline's guarantees called?

On our About page, the promise that your order arrives on time and as you approved it is our Risk Free Guarantee, and the promise of delivery on or before your date is our Delivery Guarantee. Our Trustpilot profile describes these, together with our price promise, as our Be Sure Guarantee.

What happens if your order is late?

If an order on Standard or Express delivery doesn't arrive by its guaranteed delivery date, our Risk Free Guarantee applies, and we'll replace or refund your order. If anything puts a guaranteed date at risk before then, we'll tell you first, with a new date and what we're doing about it.

Your delivery date locks when you place your order. If you pay by BACS, the date moves forward each day until your payment arrives, and then it locks. Our article on guaranteed delivery dates explains how the date is set.

Hotline's delivery dates are delivery by dates, so your order can arrive sooner, and we can't take requests for delivery on a particular day. Free No-Rush delivery gives an estimated date rather than a guaranteed one, so it isn't covered by the Delivery Guarantee.

If an order has several products, each one has its own delivery date, so they may arrive separately, and each date is in your order confirmation. A signature is needed on delivery, and if no one's there, the courier leaves a card so you can arrange a redelivery.

What happens if your order isn't what you approved?

If the finished products don't match the Visual Proof™ you approved, we'll replace or refund your order. That's our Risk Free Guarantee, and it's why nothing goes into production until you've approved your proof.

Your approved Visual Proof™ is what we print from, so check it carefully before you approve it: the spelling, the colours, the size and the position of your logo. Anything on the proof you approved is printed as it appears, and you can request as many changes as you need before you approve.

A printed colour can look slightly different from its reference colour, depending on the material it's printed on.

Branded items generally can't be returned, because they're made with your logo. A return is only possible if the finished items differ from the Visual Proof™ you approved.

What if your order arrives damaged, faulty or short?

Check your order as soon as it arrives, and tell us within 7 days of delivery if anything's damaged, faulty or missing. Report it through the Aftersales option in our Support Centre, with photos.

If a parcel is visibly damaged when the courier hands it over, note the damage on the delivery note when you sign for it.

What if you find the same product cheaper elsewhere?

Our Price Match Promise means that if you find the same product cheaper elsewhere before you order, we'll match the price. Upload the competitor's current, official quote in the Price Match section of your Visual Proof™, and once we've checked it's a like-for-like match, we'll update your proof and quote.

A like-for-like match is the same product, in the same size and colour, with the same branding method and turnaround, quoted by a UK-based competitor and available to order and pay for on the same day. The Price Match Promise can't be combined with other promotions or discounts, and its full terms are on the Price Match Promise page.

What don't the guarantees cover?

Hotline's guarantees cover what we control: products that match your approved proof, and Standard or Express orders that arrive by their date. They don't cover:

• a Free No-Rush delivery date, which is an estimate
• a delivery date that moved because a BACS payment hadn't arrived yet
• anything that was on the Visual Proof™ you approved, such as a spelling mistake
• products delivered to a venue that can't be found afterwards, which is why we recommend delivering to your office or home before the day
• delays outside our reasonable control, as our terms and conditions set out

What if you spot a mistake after ordering?

You can cancel an order at no cost within 12 hours of placing it, through our Support Centre, and then place a new one. Each product in the order needs its own cancellation request.

After 12 hours, an order can't be cancelled once production has begun, and the artwork, quantity and delivery date can't be changed once an order has been processed. You can still update the invoice and delivery addresses through the Support Centre.

How do you raise a problem with an order?

Go to the contact page in our Support Centre, choose Aftersales and follow the instructions, including photos of the problem. Do it within 7 days of delivery.

Hotline doesn't assign individual account managers. Our Support Centre brings every enquiry into one place, so our team can respond quickly, and our after-sales FAQs and delivery and returns FAQs answer the most common questions.

To see how problems have been put right, read what 6,000 customer reviews say about Hotline, and the Hotline story explains who we are. To start an order, browse our full product range and request a free Visual Proof™ on any product.