Make a Complaint
If you wish to make a complaint, please ensure you have read our terms and conditions thoroughly. If your complaint relates to one of the following issues, please read the info before proceeding.
- Delivery Time
- Improper Printed Size
- Incorrect Colours
- Lack of Phone Support
- Goods or Services Not Received
Please note that services such as Web, Super-Earlybird, Economy, 8-Day and all deliveries of promotional items such as signage, CDs, wristbands etc are non-guaranteed services. If we have indicated a likely day of delivery, it is just that, a likely day. We cannot accept any liability for items delivered late on these services.
If you have ordered a guaranteed turnaround such as a 4-Day, 2-Day or 1-Day service and it is not delivered within the promised timescale, then a refund to the next service down can generally be provided. However please note the following:
- Your day of order is only valid if goods are ordered and paid for by the cut-off time of 8am. The day of order for an order placed at, for example, 2pm, is the following working day.
- The turnaround time then indicates the day of despatch. The goods will be despatched on the same working day for a 1-day service*, or on the 4th working day following this day for a 4-Day service.
- If you have been given at a discount or as a courtesy, but not paid the full cost for, a faster turnaround then no refund or credit can be given unless the service actually received was longer than the service paid for.
- Orders are accepted on the basis that a business address open between 9am – 5pm Monday to Friday is provided. Provision of a residential address is at your own risk.
If you have ordered goods for delivery to a residential address, then we can accept no liability for either your failure to be present on the day of delivery, or the delivery arriving at a date or time you did not expect. We can make no special arrangements to notify you of the arrival time save our automated email systems, nor can we be held liable for failing to make any special arrangements you have demanded. Deliveries to residential addresses may take an extra day.
Finally, no liability for any third-party or consequential loss can be accepted as a result of any delivery delay.
*Please note that a 1-Day service is generally good to be despatched on the day of order but in some cases may take 2. The terms of this are noted at several points throughout our website and generally on the individual product pages as well.
If you have supplied your artwork at a different size from that ordered, at our absolute discretion we may either:
- Print at the size provided.
- Print at the size ordered.
- Stop your job and ask for new artwork.
Failure to provide artwork at the correct size means your order does not comply with our artwork guidelines, and our ability to deal with this is limited to several factors; we will try to make the best decision possible but during busy times your artwork will be sent straight to print and it can be several days before any errors made have noticed.
By providing us with an order you undertake that you have provided it complete and correct, and we cannot accept liability for errors incurred by incorrectly supplied artwork when you have told us it is supplied accurately. If you are unsure about your artwork we offer a paid checking service entitled Artwork Helper.
For us to handle any complaints about incorrectly sized artwork we require a photograph or other proof so that we can process the complaint.
In 99% of cases our printed matter is produced to WYSIWYG settings i.e. if you have provided us with artwork at 90%Y, 100%C, this is the colour mix of inks that will be printed.
Where discrepancies can occur might be:
- if you have ordered a job that is to be laminated; this can affect the colours of your print.
- if you have designed your artwork at RGB and failed to convert it to CMYK, this will affect the colours before they are printed
- if your monitor or mobile device displays colours differently from standard
- if the substrate is different to normal – for example, rubber, uncoated paper etc.
In the first instance any effect would be minimal and we can accept no responsibility for this. Changes in colour due to lamination are minor but cannot be predicted without a full test print.
In the second 2 instances it will generally be the case that we have printed your artwork accurately, but the way you are looking at it is inaccurate.
Of course, errors can happen but they are very rare – we have not had an error such as this in as long as we can remember.
If you believe your artwork has been printed incorrectly, you must post us a hardcopy of the printed job so we can evaluate the issue properly. In rush cases photographs may be acceptable to convey the issue correctly.
SkyBlue are an online company. Our print staff are generally working in the factory on completing orders, our design & web team may work non-standard hours completing orders, and to keep your costs down we no longer offer telephone-based customer service. We cannot accept any complaints relating to any matter where the information is clearly laid out on our website. If you are unable to reach somebody on the phone we are likely busy dealing with other customers’ orders. If you wish to obtain a quote, place an order or get help with preparing your artwork, all materials to do this are clearly laid out on our website. If you wish to check up on the process of a job you should check your emails. We send automated emails to confirm all job progress and this may be in your Spam or Junk.
If you have not received all of your goods, please note items may come from different factories and may not all be in one delivery.
If you have received part of your order early, this does not mean the remainder will come early. In some cases we may part deliver goods to hit a deadline for you and delivery of the remainder may then arrive somewhat later.
If you believe you’ve only received part of a job in error, please assist us to deal with your issue by photographing the packages you have received, ensuring you photograph the consignment labels clearly for each package. This will enable us to cross-reference with the couriers. As with all issues, please ensure you report this as quickly as possible, and within a maximum of 7 days – our couriers, factories and staff are very busy and the quicker you report an issue, the quicker we have a chance of identifying the problem, if there is one.
If you wish to stop a job midway through or cancel all or part of a job, we reserve the right to charge for all or part of the job work completed. For example if you have ordered 40,000 flyers for collection, and collected 20,000, the remainder have still been printed and must be paid for.
If you have ordered and paid for a job but failed to supply all the information or parts necessary, some or all of the work may have been completed. If your order is for a print job but we have completed free of charge artworking and you later cancel the job, you will have to pay for the artworking time before any refund or credit is issued.
If you have ordered a package and wish to cancel part of the package, the credit will reflect the discounted part cost and not the full retail cost of the individual item.
If you have ordered design or web work and wish to reduce the order or cancel part of the job, the credit will be issued only after the part of the work completed thus far, has been paid for in full at current rates.
If your goods have been delivered to an incorrect address, we will rectify the situation by redelivering at our earliest convenience. If an additional surcharge has been paid for a fast delivery, you may be eligible for a refund between the costs paid and the service received. This will depend on whether the error has been caused by our internal processes or by one of our suppliers; if it is the latter, we will need to raise a complaint with that supplier which must be done within 7 days of the error occurring.
I have sent in my correctly formatted complaint form; what next?
If your complaint is related to delivery time, we may at our absolute discretion provide a partial credit or refund as per the above. During busy times this may take up until the end of the calendar month to complete. We will advise you that your complaint is in process.
If your complaint is related to print size and the error is ours we will reprint your work free of charge. If the error is yours we may offer to reprint free of charge or at a discount. In any case it is at the absolute discretion of SkyBlue to offer a refund; full or part. We cannot offer a full or part refund in addition to a reprint.
If your complaint is related to print colours and the error is ours we will reprint your work free of charge. If the error is yours we may offer to reprint free of charge or at a discount, or to provide a partial credit. In any case it is at the absolute discretion of SkyBlue whether to offer a refund or credit; full or part. We cannot offer a full or part refund or credit, in addition to a reprint.
If you wish to stop a job midway through or cancel all or part of a job, we reserve the right to charge for all or part of the job work completed. If you have ordered and paid for a job but failed to supply all the information or parts necessary, some or all of the work may have been completed. If you have ordered a package and wish to cancel part of the package, the credit will reflect the discounted part cost and not the full retail cost of the individual item. If you have ordered design or web work and wish to reduce the order or cancel part of the job, the credit will be issued only after the part of the work ordered has been paid for in full at current rates.
We'd like a reprint but would like to change something?
If we have agreed as a result of your complaint to provide a reprint, this must be to the original printed specification and using your originally supplied artwork. While we understand that once you see a printed item in hand, you may realise that there is an alteration you would like to make, either to the content or the specification, our previous attempts to be reasonable with customers have seen a huge increase in fraudulent complaints for example, a customer has noticed a typo on their work and therefore makes a complaint under our “no-quibble” dissatisfaction guarantee, but asks that the typo be corrected.
Therefore sadly as at 1 January 2016 we have had to withdraw our no-quibble policy due to abuse and any reprints granted under our complaints procedure must now be to the exact original specification. If you wish to have the artwork amended or the specification changed, a partial cost (generally 50% but this varies due to the item) must be paid as a contribution towards reprint costs.
If we have performed artworking “free of charge” as part of the cost of your print job and a complaint is raised, we may at our discretion ask that the artworking charges are paid for before any complaint is considered.
Why must I report an issue within 7 days?
This largely depends on the issue, but if you have a problem with a service, part of this service may have been performed by a 3rd party – for example a courier making a delivery on our behalf.
We are governed by the terms of these suppliers and while in an ideal world one might keep issues like this open indefinitely, its standard business practice in most industries to ask for issues to be reported within a reasonable timescale, to allow the retailer to rectify the problem with its internal resources or third party suppliers, without incurring unnecessary cost.
If we are not told about an issue for several weeks or even months and then asked to resolve it, information allowing us to do so may no longer be available to us.
We may require the goods to be returned for inspection and if too much time has elapsed, this becomes impossible to do with due diligence.
This forms part of our terms and conditions of placing an order, and by placing an order with us you agree to be bound by these terms.
Make a Complaint
If you wish to make a complaint we will need you to fill out our complaints form below. In particular you will need to ensure you provide us with a photograph of any visual issue.
Please note, we cannot accept any other form of complaint. Items are sent direct from our factory and in most cases, to specification. If the item you have received differs from the specification you believe you ordered, we cannot help unless you provide us with proof of the error.
Please fill out the form below and submit it to us: