Frequently Asked Questions

In order to make things as simple as possible, we’ve put together a list of the most common questions we get asked on a day to day basis here at GoPromotional.

If you’re here and still can’t find the answer you were looking for, then please don’t hesitate to contact one of our friendly team members directly on 0800 0148 970 or simply email [email protected].

We'd love to hear from you!


Q. Can I speak to a real person?

A. Here at GoPomotional we pride ourselves on providing the best possible customer care and are happy to communicate with you in whichever way suits you best. We strongly believe that people like to deal with people, so If you wish to speak to one of our Account Managers to discuss your specific project requirements then simply give us call on 0800 0148 970. We also heavily believe in a 24/7 attitude so if you wish to email your enquiry through to [email protected] even out of office hours, you will generally receive a response. Every potential customer receives a dedicated professional Account Manager to ensure continuity from your initial enquiry right through to the final order.

Q. What are business days?

A. Our general business days are Monday to Friday 8.30 am to 5.00 pm and do not include weekends or public holidays, however at GoPromotional we do have a can do ethos and as such will always work with you to achieve your specific requirements.

Q. Can I receive a visual of the product featuring my logo and brand message?

A. At GoPromotional, we believe in ensuring that our clients are 100% satisfied prior to placing an order and as such we have a team of professional graphic designers who can prepare visuals of your desired products featuring your particular logo and imprint requirements to assist you in your decision making process. We appreciate that you are often making a significant investment in such products and as such this service is free of charge and our visuals are usually turned around within a few hours, subject to the quantity required.

We make every effort to provide clear and color-correct product visuals however, screen images are inherently limited in their ability to communicate colour, scale, and detail. We want to remind customers to be careful about making assumptions about products from virtual samples. We strongly urge our customers to order physical samples. If you choose not to evaluate a physical sample, we cannot be held responsible for the difference between the image as it appears on your screen and the final product.

Q. Can I receive actual product samples?

A. Subject to the value of the products you are looking to potentially order, we are more than happy, within reason to provide free samples, again to ensure that you the customer are 100% satisfied prior to making an order. We strongly urge our customers to order actual samples. If you choose not to evaluate a physical sample, we cannot be held responsible for the difference between the image as it appears on your monitor and the final product. Please note though that product samples will be plain and not feature your desired imprint requirements clearly due to the machine setup costs to print just one product.

Q. How do I place my order?

A. Once you are happy with your quotation, visuals and or product samples, if you wish to place an order, simply email us by return or call your Account Manager who will then talk you through the final ordering process. For full details on the ordering process please click here and everything you need to know should be explained.

Q. What artwork is required?

A. Ideally we need your artwork in an eps format. A jpeg or similar formatted file is not of a high enough resolution to provide for a truly professional finish. However, if you are struggling in this area our professional design team  will prepare the necessary artwork free of charge. Please see our artwork tips section for additional information and help on preparing your artwork.

Q. Do the prices include VAT and Carriage?

A. All prices on the website are excluding VAT and carriage. Carriage costs vary depending on the order quantity, and product weights, so a price will be stipulated on your final paperwork once you are happy with all other aspects. GoPromotional is one of the largest suppliers in the UK and as such our carriage rates are always highly competitive.

Q. Why are some products POA?

A. Some products which we supply, in particular USB Flash Drives, due to the fluctuations in the memory chip market prices we do not state them on the website. This is not because they are necessarily expensive, it is merely so we can provide you with the very best and latest prices.

Q. Will I see a proof of my order?

A. Once you have placed your order we will provide you with a high resolution pdf file for your final approval before proceeding to production. In some cases, we can even produce a pre-production sample of the actual product printed with your details, some of these can be produced free of charge, however due to the different nature of products some may incur a one off setup charge which is refunded upon full production of the order.

Q. What is an imprint colour?

A. This is the colour that you would like your artwork printed in on the items you have ordered, please consider the contrast between the item and the print colour when choosing. The industry works to what is called Pantone Colours however due to the nature of different products Pantone matching cannot always be guaranteed. It is also worth noting that if you are printing onto a shiny product such as a plastic pen then the end print colour will look slightly different to that printed on to say a t-shirt where the ink gets absorbed slightly into the fabric. Our Account Managers are fully trained in this area and will always provide you with the best possible advice. For additional details Please see our artwork tips section.

Q. Do you offer a price match guarantee?

A. Yes indeed, however the item must be identical, including model number, components and warranty. The item must be in stock and available for purchase at that price from an authorized BPMA registered. promotional products distributor, whose authorisation we reserve the right to verify. Where price match guarantees are requested we do require a copy of the official alternative quotation to ensure we are quoting like for like in terms of both product and imprint specifications.

Q. How do I pay for my order?

A. You can pay for your order in a variety of ways either by credit card, cheque or bacs. For new accounts payment is required on order placement, however subject to the value of subsequent orders standard business account terms can be arranged, Customers that request payment via an invoice will be subject to a credit check, and this can be discussed with your Account Manager.

Q. How long will it take to receive my order?

A. Production times vary depending on the actual product and print specifications. The average lead time is around 7 to 10 working days, however due to our superior purchasing power we can often pull strings to meet any specific deadline you may have. Our website also features a comprehensive range of fast track products which can be turned around much quicker, sometimes in only 2 days. Far East products or bespoke manufactured items will take considerably longer to deliver. For additional details, please contact one of our Account Managers.

Q. I have an item in mind that isn’t on the website – can you help?

A. In the majority of cases the answer is yes! Our website is the largest in the UK but we also have access to hundreds of additional products including bespoke manufactured items. Simply contact our Account Managers if you can't find the specific product you are looking for and they will do their utmost to meet your requirements.

Q. Can you supply me with a hard copy catalogue?

A. Yes indeed we have a variety of product speciality area catalogues available which we can distribute out to you, however due to the number of products we have on offer the website is the most comprehensive source, but our catalogues generally speaking feature our most popular product lines.

Q. Can you print on anything?

A. We have literally thousands of products available, all of which can be branded. Some products can only be branded in single colour, others can be embossed or engraved and recently we have added a raft of products which can now be printed in vibrant full process colour. The print areas on each product also varies, however we try to make our website as comprehensive as possible to provide you with as much detail in terms of product and print specifications. Our studio and factories will always double check prior to progressing to production that your desired print requirements will work on your chosen product. Should there be any potential issues these will always be flagged up, at the end of the day we want happy customers that come back time and time again.

Q. Is it really worth buying promotional products?

A. There has been a whole host of research done on this subject and time and time again this research has shown that promotional gifts are amongst one of the most cost effective forms of marketing whether as incentives, giveaways, corporate gifts or fundraisers when compared with other options pound for pound. With our pricing structure it is also worth noting that the larger the quantity ordered the lower the unit price becomes thus providing you with even greater value.


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Winners of the Promotional Merchandise Distributor of the Year Award
Members of the BPMA, Promota, PPIA and The Advertising Speciality Institute