Frequently Asked Questions
We have listed the most commonly asked questions, however if you need further assistance then feel free to contact us at info@memorialcardshop.co.uk. We have an extensive range of beautiful designs including Folding Memorial Cards, Memorial Bookmarks, Memorial Prayer Cards, Memorial Wallet Cards, Acknowledgment Cards which can be personalised with photographs and your own text.
GENERAL QUESTIONS
1. How can I place an order?
Ordering online is easily completed in a few quick & simple steps, see our How To Order page for more information. However we can also accept orders by telephone or email.
2. Why can't I view a live design proof?
Memorial cards are extremely complex to design, this means websites have very limited capability in comparison to a Graphic Designer. We offer a personalised design service, a member of our design team will assigned to complete your order.
3. Can I change the product/s ordered?
Orders can be changed provided no design work has been carried out. Thereafter a charge of £14.99 will apply per product.
4. Will you crop my photo supplied?
We will do our level best to crop your photo to suit your requirement at no extra cost.
5. Is the quality of the photo I supply important?
Yes, we strongly suggest providing a suitable high resolution photograph 300 dpi or above for best print results. It's easy to check the properties of any photo, if you are still unsure then feel free to email us for advice prior to placing an order.
6. Can I send phot's by post?
We suggest emailing photo's, however by post we advise that you send copies where possible and not original photo’s as we do not accept accept responsibility for any loss or damage. It is also advisable to send photo's by registered post.
7. Can you create a custom design using my own images?
Yes, if you supply images that are of suitable size & quality we will create your custom design. See examples in the Bespoke Design category on our website.
8. I need my order urgently, can you help?
We do offer Express Print Options from as quick as 2 working, see our delivery page for more information.
9. What card sizes & finishes are available?
A detailed description of each product is clearly shown on the product page. We also offer customers the option to order hard copy samples by post before placing an order.
10. Can I see physical samples of your cards?
Yes, our free samples by post will help you to evaluate the quality of our products make a better informed decision prior to order placement. In our experience we know some customers are happier once they have seen the high quality of our cards prior to purchasing.
11. Will I get to see a design proof of my chosen products?
Yes, once your order has been received a personalised product will be created by in-house design team. A design proof will emailed on the next working day for either changes or approval to print.
ORDER RELATED QUESTIONS
12. How soon will I receive my design proof sample?
A design proof will emailed on the next working day for either changes or approval to print.
13. Can I make further changes once I receive my design proof sample?
Unlimited text changes and 1 replacement photo can be requested within 3 emails requests. In our experience most orders are finalised for print within 1 email request. However if after 4 design proofs have been submitted there will be a small charge of £10 per set of changes.
14. Can I change the product ordered?
Orders can be changed provided no design work has been carried out. Thereafter a charge of £12 will apply per product.
15. Can I change the original photo supplied?
Yes, we allow for 1 free replacement photo, thereafter there is a small charge of £10. It is advisable that you select your best option before placing the order.
16. When will I receive my order?
Standard orders are dispatched within 10 working days from customer proof approval, unless you upgraded to the faster express service.
17. Can I order further reprints?
Yes, placing orders for reprints is done via the website by simply quoting your previous order number.
CUSTOMER SERVICE QUESTIONS
18. What if my order has not arrived?
Get in touch with our customer services team who will quickly look into the matter.
19. What happens if I notice any issues with my order upon arrival?
We request any issues be reported immediately in writing only as this will help us to keep a record of all matters until the issue is resolved. Please be aware we may request you return the cards for inspection purposes, however we will be working as quickly as possible to help with your order.
20. What if there is a printed error on the cards received?
We request any issues be reported immediately in writing only as this will help us to keep a record of all matters until the issue is resolved. Please be aware we may request you return the cards for inspection purposes, however we will be working as quickly as possible to help with your order.
21. Can I cancel my order?
Online orders can be cancelled within 30 minutes of placement and provided no design work has been carried out. Thereafter we cannot offer refunds once an initial card design has been created. We advise that you carefully check all content & copy of personalised products and advise us immediately of any corrections prior to printing.
22. Will Memorial Card Shop copyright be printed on my cards?
In line with print industry practices, our design copyright is printed on all cards as standard. However at a customers request in writing it can be removed.
23. Will printed card colours match my screen colours?
Our monitors and printing machinery are calibrated to closely match our stock images. Different computer screens, operating systems, and even different web browsers have different color characteristics, so it’s just about impossible to get a given color to look the same on every screen.You can get much more consistent results by calibrating your display, but this will only improve your situation — the colors that others see will still be different from what you see.
24. Can I still make changes once the proof is approved?
Once we receive written instructions with approval to print the files will be prepared accordingly for print. Any further changes will be charged at £20 provided the order is not in production .
25. Why does my printed photo not look like my on screen proof?
This is because screens & printed images are fundamentally different things. A screen displays images by directly emitting light while a print reflects the ambient light.
