Frequently asked questions
 
Frequently asked questions

Please see our FAQs section below, if the query you have is not listed. Please click here to contact us.

How big is a pallet? 

1.2m (w) x 1.2m (l) x 1.2m (h)

How much does fulfilment cost? 

 Cost will vary from customer to customer. Our basic fulfilment charges are for storage space used, picking and packing of items, packaging supplied and postage; set up charges will apply. For a bespoke quote please contact us.

Can I monitor my sales and stock levels? 

Yes, we offer standard real-time reports accessible through our online client portal. We can also tailor reports to suit your needs.

Do you have a minimum size of client that you will take on? 

No, we are happy to help even start-up businesses and we have the ability to grow with your business. Don’t forget we all had to start somewhere.

Can you work out my costs monthly or annually? 

We can work out both depending on which is easier for you. Some clients prefer annually as it is easier to visualise.

How can I pay? 

We invoice you monthly and we accept payment by BACS transfer.

Do you post overseas as well as the UK? 

We utilise numerous carriers and can post to UK, EU and Rest of World.

How are returns handled & do they come to me or you? 

We can provide a P O BOX returns address if you would like us to handle your returns; we can report to you on a weekly/monthly basis the number of faulty/damaged goods, refunds etc. 

Can I use my own packaging?  

Yes, we have several clients that source their own packaging and have it delivered directly to us.

Can you include flyers and advertising material with my orders? 

Yes we can.

Can I customise my despatch note? 

Your despatch note can be printed in colour or simply black and white; it can also be either one or two-sided. Many clients include their terms & conditions on the reverse.

Can you gift wrap my items? 

Yes we can, please see our Gift Wrapping & Gift Messaging page.

Are there any products that you cannot stock? 

Yes, food with a short shelf life and refrigerated products.

How will you receive my orders? 

We will integrate with your e-commerce platform and receive your orders directly into our order processing software. If this is not possible we will discuss what is the most practical and inexpensive way to pull your orders.

Are my customers’ details safe? 

Yes, we are PCI-DSS compliant meaning that you can trust us to handle your customers’ sensitive information carefully and correctly.

 

Mailing questions

What are the minimum & maximum quantities that you work with?

 We handle mailings of all sizes, but we specialise in smaller more complex runs.

How quickly can you turn a job around? 

We require all finalised data 48 hours before the mailing date, but for bigger jobs prefer more time for preparation where possible.

Can you help me to decide who I need to target? 

Yes, we have data partners that can analyse your current client base to advise who you should be targeting. They can correct any bad data and also supply new data if you require this.

What postal services do you use?

 For mailings we use Royal Mail services.  We are part of the Royal Mail SME Partnership Scheme helping to promote direct mail for marketing and providing a helping hand for SMEs who do not usually use Direct Mail.

What happens if a mailing piece is undeliverable? 

We can arrange for either our P O BOX address to be printed on the mailing for undeliverable items, or if you prefer we can utilise your own returns address. Depending on the reason for return we can re-send the letter, correct the details in the database or remove the customer from the database.

Can you design a mailing piece for me?

 Yes, we have creative partners that we can help you to create a brief for and they will design a mailing piece to your specification.

How much does a mailing cost?

 Let us know your budget and needs and we will find a solution to fit your budget.

Can I use my own OBA Account or do I have to use Hallmark’s?

 If you prefer us to post using your OBA that is absolutely fine. The only difference is that if you use our OBA we would require payment prior to despatch.