This FAQs megapost covers everything from designing and printing to ordering self adhesive labels.
We get a variety of enquiries and queries from our customers – some more surprising and unusual than others – and our customer service team is on hand to help out with any questions (big or small) that you might need answering.
You can contact us during office hours (Monday-Friday, 9am-5pm) via phone or email and you can submit questions to us via our website or by email at any time and we’ll do our best to get back to you with an answer as soon as we can.
Of course, there are some questions that crop up more often than others, so here’s a quickfire list of the answers to your most frequently asked questions:
Questions About: Designing & Printing Labels
- Do you print labels for customers?
No; we supply blank labels for customers to print themselves (or to have printed by a local printers).
- How do I print labels?
You create your label design in a template, which is a file that shows the layout of the labels on an A4 sheet. We supply Word templates and PDF templates for all of our label sizes (found in our Template Section here), although you can also create your own label template or use a compatible built in template (where available). Add your design to the top left label and then use copy and paste to fill in the rest. Test print your template onto blank paper to confirm if the alignment is correct (and make amendments if it is not). Load your labels into the media bypass tray (if your printer has one) and check your printer’s properties to ensure the page size is set to A4 and to select the “Labels” or “Heavy Paper” print setting.
- How do I get the labels to line up properly?
If your print is too high/low/left/right (by the same amount), increase or decrease the top and left page margins to correct the misalignment. If the alignment gets progressively worse as you go down or across the page, check that your printer is set to an A4 page size and that no scaling options (e.g. Fit To Page) are selected. You should also check that your template is still the correct size in case it has altered as you have added your content.
- Will my printer / photocopier print labels?
Check your printer’s manual to see if it can process labels and if there are any settings and features you can use to improve the print quality and accuracy. You must also make sure you print laser labels with a laser printer and inkjet labels with an inkjet printer – the printer compatibility of all our label materials is listed on our range pages, product pages, and product packaging.
While we don’t recommend specific models, we do recommend OKI & HP printers (which handle different materials and high volumes very well), dedicated printers rather than “All-In-One” printers (the latter do several tasks to an okay standard, which means they often struggle to print labels effectively – if at all), and choosing a printer with a duty cycle that exceeds your actual usage (i.e. that can print more sheets to a consistent quality within a month than you actually need).
- Why can’t I see the outlines of the labels in my template?
To view the outlines of a Word template you must have Table Gridlines turned on; to turn them on left click once in the centre of your template, select the Table Tools “Layout” tab at the top of the page, and click “View Gridlines”.
- Why can’t I edit my template?
If you have download a template from our website, it may have been temporarily locked for security reasons; there should be a (yellow) banner going across the top of the page with a button that says “Enable Editing” – click on this button to unlock your template and add your design(s).
Questions About: Delivery
- When will my labels arrive?
Small orders (25-200 sheets): same day despatch via Royal Mail’s first class service (up to 4:30pm, Mon-Fri)
Medium orders (250-475 sheets); same day despatch via next (working) day carrier service (up to 3pm, Mon-Fri)
Large orders/made to order items (500+ sheets); despatch via next (working) day carrier service (up to 3pm, Mon-Fri) where stock is available; made to order items are made and despatched within five working days (standard paper products despatch sooner).
Large orders to Northern Ireland, Islands With UK Postcodes, and some “Extended Postcode” regions are despatched on a 2-3 day carrier service (up to 3pm, Mon-Fri).
We offer a variety of special delivery options including Royal Mail special deliveries (1pm, 9am, Sat) and timed carrier deliveries (pre-10am, pre-10:30am, pre-noon).
- Do I have to pay extra for delivery?
Standard delivery to UK mainland postcodes is included in the prices on our website. Special delivery options and delivery of large orders to Islands With UK Postcodes or “Extended Postcode” regions have additional shipping charges; you can find out more by contacting our Customer Service Team.
- Do you supply labels outside of the UK?
No; we only supply labels within the UK.
Questions About: Choosing The Right Labels
- Do you supply samples?
We run a free sample request service so you can test a few options to make sure you choose the right label for your application. Simply fill in our online Sample Request form or get in touch with our Customer Service Team.
- What label materials do you supply?
We supply paper labels and “plastic” labels, which are made from polyester, polyethylene, polyolefin, or vinyl. You can find a full list of our label materials on our All Materials page.
- What label adhesives do you supply?
All of our labels are made with “self-adhesive” or “pressure sensitive” adhesives, which means they are all tacky (sticky) at “normal” temperatures and require only the pressure of a finger or hand to apply. We supply a range of adhesive strengths (from extremely strong “super tack” adhesives to extremely light “super removable” adhesives) and a number of “special” adhesives, which have been designed for specific applications (e.g. freezer adhesive, marine adhesive, opaque adhesive, and VOID adhesive). You can find a full list on our All Adhesives page.
- What colours do you supply?
We supply seven pastel colours (Crimson-Red, Orange-Red, Yellow, Green, Blue, Cream, or Pink), five fluorescent colours (Red, Orange, Lemon (Yellow), Green, or Magenta (Pink)), a metallic gold and silver, and a brown Kraft paper. You can find a full list on our All Colours page; we also supply a silver polyester label and a range of white labels.
- What is the difference between “matt” and “gloss”?
These terms describe the finish of our label materials; matt labels have a dull, non-shiny finish and gloss labels have a bright, shiny finish. We offer a range of gloss labels and matt labels, as well as semi-gloss paper labels, which offer a compromise between the two.
- What is the difference between “waterproof” and “splashproof”?
Our waterproof labels are made of synthetic materials that can be exposed to or immersed in water without sustaining damage. Our “splashproof” labels are paper labels with a gloss or semi-gloss coating that offers a limited degree of protection if they are lightly splashed with water (so they can be wiped clean and dry if they get slightly wet).
- Can I request a bespoke label size / label material combination?
We don’t offer a bespoke label service; however, we do offer over 100 label sizes across a range of over 30 material options so you may find that we have a suitable alternative. You can find a complete list of our label sizes on our Labels Sorted By Width and Labels Sorted By Height pages and a complete list of our materials on our List Of Label Materials page. You can also search using our Label Finder or you can give us a call for further advice.
Questions About: Label Types
- Do you supply labels on rolls?
No; we specialise in supplying blank labels on A4 sheets for use with laser and inkjet desktop printers.
- Do you sell a particular brand of labels?
No; all of our labels are independently manufactured in the UK, which means we do not sell any brands of labels. We do, however, sell a number of compatible label sizes that use the same layout as products made by other label manufacturers, which means you can use an existing template built into your software to print onto labels that you have purchased from us.
- Do you supply waterproof / weatherproof labels?
Yes! We have a range of waterproof labels suitable for indoor and outdoor use – you can find a full list of options on our Waterproof Labels page. Please note that these labels are for use with laser printers only; laser printers use a dry printing process that produces waterproof print, while inkjet printers tend to use water-based inks that will run or smudge if they get wet (or are simply handled a lot).
- Do you supply labels for use in a freezer?
Yes; our freezer labels are made with a special deep freeze adhesive and can be applied onto products at room temperature or onto frozen products before being stored in conditions ranging from -40°C to +60°C.
Please note that these are paper labels and so they may wrinkle or crease slightly if they are exposed to condensation. We recommend that you handwrite these labels or use a laser printer; inkjet inks tend to be water-based, which will cause them to run or smudge if they get wet or are handled a lot.
- Are your transparent labels COMPLETELY see through?
Our transparent labels are not “frosted” or “translucent” nor are they “glass clear”; the adhesive layer may trap tiny particles of dust and air during application and this prevents them from being completely transparent – especially on glass. If you need something that IS completely transparent, we recommend “Static Cling” labels, which use static (rather than an adhesive) to hold labels in place.
- Do you supply opaque / blockout labels?
Yes; our opaque labels are made with an opaque adhesive that blocks out any existing print beneath the label. These labels are made to order items, with a minimum order quantity of 500 sheets, and a lead time of up to five working days for despatch.
As an alternative, you could try layering standard paper labels, choosing a thicker material (e.g. polyester/polyethylene/Kraft paper), or using our metallic paper labels, which also have an opaque finish.
- Do you supply security labels / tamperproof labels?
Yes; our silver VOID labels leave behind the word “VOID” if a label is removed from an item.
- Do you supply integrated labels?
No; integrated labels are sheets where one or more labels are a part of (integrated into) a standard sheet of paper and we do not supply these products.
- Do you supply labels on A5/A3/SRA3 (etc) sheets?
No; all of our labels are supplied on A4 sheets that can be printed using standard desktop printers.
- Do you supply coloured labels in a specific pantone reference?
No; our coloured labels are not made to a specific pantone reference and we do not offer a bespoke service for coloured labels. The colour indicators on our website are for illustration purposes only and are not intended to be an accurate representation; we recommend requesting a sample to see if they are suitable for your requirements.
Questions About: Payments and Refunds
- What do your prices include?
The prices on our website are “all inclusive” and include both VAT and standard UK delivery. The price you see on our website is the price that you will pay at the checkout UNLESS you add an upgraded delivery service to your order.
- How does your pricing structure work?
We use a price break system, which means that larger quantities of labels have a better cost per unit than smaller quantities. Please note that we do not have a separate trade price list, nor do we offer special discounts to trade customers; all of our customers are offered the same price list and the same discounts (when available).
If you need to order a “shopping list” of different items then we advise getting in touch with us first for a quote as we may be able to pro-rata the price of some or all of the items in your order.
- If I find a better price elsewhere will you match that price?
No, we do not offer any price matching services.
- What payment methods are available?
Ordering Online: pay by credit card/debit card or use a PayPal account.
Ordering By Phone: pay by credit card/debit card.
Ordering By Email/Fax/Post: request a Proforma Invoice and pay by credit/debit card, BACS transfer, or cheque.
Please note that we can send PayPal payment requests if you let us know that you’d prefer to make payment in this way.
- Do you accept purchase orders?
Yes! Email or fax a copy of your purchase order to us and we will issue you with a Proforma Invoice.
- Can I open a credit account?
No; we operate a “payment with order” system and do not offer credit accounts. If you are unable to place an order via our website or over the phone (for example, if you need to place orders via a Finance Department), you can send us a purchase order or order request by email/fax/post (or give us a call) and we will issue you with a Proforma Invoice against which you (or your Finance Department) can make payment.
- How do I place an order on behalf of a school?
You can order via our website or over the phone OR you can send the details of your order to us by email or fax (or post!) and we will process your order and send you a 30-Day School Invoice (Local Education Authority Schools only) for payment. Please note that you need to send your order to us either in the form of an official School Purchase Order OR in a document with the school’s letterhead that has been signed by the individual responsible for payment.
- How do I request a refund?
Get in touch with our customer service team to request a refund; let us know what item(s) you wish to return and we will issue you with a goods return number. Once we have received your returned goods we will process your refund.
Please note that we will only issue refunds for products that we can resell or that are faulty. If you have opened your label packs and used some of the sheets, we will only offer you a partial refund based on the labels that you return.
- What should I do if I’ve ordered the wrong thing?
Get in touch with us as soon as possible so that we can amend your order BEFORE it is processed. If your order has already been despatched or delivered, you have TWO options:
Request replacements: we will issue you with a goods return number and – once we have received the incorrect goods back – we will post out replacements to you.
Request a refund and place a new order: we will issue you with a goods return number and process a refund for you once we receive the incorrect goods back – while your new order will be processed according to our usual despatch and delivery terms, allowing you to receive the correct items as soon as possible.
We’ve also put together a section of Help Pages, including a full FAQs page, material specification sheets, a template section (with templates AND advice), tops tips, guides to designing and printing labels, a quickfire troubleshooting guide, and a whole host of other helpful resources that should answer the majority of questions that you might have. You can – of course – get in touch with us if you find that your question isn’t answered by any of these pages and we’ll be happy to help.