Frequently Asked Questions

I just ordered a printable poster from you but the email hasn't come through yet. What do I do now?

An automated order confirmation email is normally sent to you within an hour of placing an order with us, followed by an order completed email containing the PDF download link(s). Please first check your Junk Folder as it may have landed there by mistake. If the emails haven't arrived within 3-4 hours after you placed the order, please let us know via our Contact Us page and we'll do our best to help.

 

What is the best way to print my PDF poster?

For the best printing results on your Colourful Conversations artwork, please follow these guidelines:

  1. Printing from a computer is preferable to printing from a tablet or mobile device.
  2. Ensure your print drivers are up-to-date.
  3. Select ‘borderless printing’ and ‘scale to fit’ where possible, normally found in the paper size section of Advanced Print Settings.
  4. Your printable comes in black & white format. Photo or higher quality print settings are not required. The standard print setting will work perfectly.

Please note that you can download your purchase up to three times using the link provided in your order confirmation email. Keep this email safe and remember to save your printable file in a folder on your computer’s hard drive. 

Please remember that these printables are for personal use only. Only using our printables for agreed use and purposes as expressed in our terms and conditions helps our mission to support children and young people's mental health and wellbeing.

For further printing support please get in touch with us via help@colourfulconversations.org.uk

 

What is your Shipping Policy?

We currently ship our print products only to the UK mainland. 

Our PDF Downloadable posters are available to purchase for customers in all countries. 

You will receive a dispatch confirmation email containing a link to track your parcel via Hermes once your order is on its way. If your order consists of multiple items, these will be sent together. 

 If you have not received the email within 2 days, please check your junk or spam mail folder.

 

All being well, your parcel should arrive within 3-5 working days of receiving the dispatch confirmation email. Please get in touch with us at help@colourfulconversations.org.uk if you haven’t received the parcel within 15 working days.

 

Can I cancel my order or change my order information? 

We aim to get your printed product(s) sent out to you as soon as we can. This means that there is a limited time in which to change or cancel your order or update and correct your personal information. Please ensure that you enter your shipping information correctly to avoid delays or lost parcels.   

If you have not yet received your dispatch confirmation email and would like to cancel or make changes to your order please notify us via help@colourfulconversations.org.uk . We will do what we can to accommodate this, however, being a small community business we cannot guarantee that we will be able to change your order once it has been processed.

If it's too late for us to update your order, you will need to place a new order. Unfortunately we will not be able to offer a refund or replacement.

If the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the shipping fees.

 

What is your Returns Policy?

We hope that you love your product and we will take care to ensure that it arrives with you in great condition. We do however accept that accidents sometimes happen in transit. 

We do not currently accept product returns but will replace or refund items if they are defective or damaged. To arrange a refund or replacement, please email us at help@colourfulconversations.org.uk with a photo of the damaged or defective item attached. 

 

What is your Refund Policy?

Our Refund Policy allows for refunds or replacements for a 30 day period from the date of purchase. This does not include  digital downloads unless there is a fault with the download. Unfortunately we cannot offer you a refund or exchange after 30 days have passed. 

Once your email is received and processed, we will notify you of the approval or rejection of your refund and any further information. 

If your request is approved, we will process your refund or send a replacement within 7 working days, and a credit will automatically be applied to the original method of payment.

If you haven’t received the refund within a reasonable length of time (usually within 7 days), please first check your bank account and contact your bank or credit card company as their processing time could cause a delay.

If you still haven’t received your refund within 14 days, please contact us at help@colourfulconversations.org.uk 

 

Further FAQs

We aim to add to our FAQ page as our social enterprise grows. If you have any questions not listed here, please get in touch with us via our Contact Us page. 

© 2020 Colourful Conversations CIC  - 
All Rights Reserved 
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