FAQs

**FRAMES**

Will this come with a frame? / Can I pay extra for this to come with a frame?
Unfortunately, we do not stock or sell any frames currently as we do not have the space for them. But as we continue to grow, this is definitely something we are looking to introduce onto the site later on!

What size frame should I get?
This depends on what size print you have ordered. For example, if you have ordered an A3 print, a quick search on Amazon or eBay for “A3 frames” will produce plenty of results (such as the plain black frames seen on our listings) - if you would like the print to be ‘mounted’ we would advise speaking to a framing specialist as we do not have much knowledge in this area!

Where can I get a frame?
We recommend looking on Amazon or eBay. If you have purchased an A3 print for example, search for “A3 frames” and plenty of options come up!
You can also pick up frames in IKEA/supermarkets/stationary stores.
www.memory-box.co.uk also do some really nice distressed wood/shabby chic frames that we have purchased ourselves if you’re looking for something more than a plain frame.

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**SIZING**

What size are the prints you sell?
We currently only stock ISO sizes for prints, below are the dimensions of each size we sell;

- A5 (5.8” x 8.3” | 14.8cm x 21cm | 148mm x 120mm)
- A4 (8.3” x 11.7” | 21cm x 29.7cm | 210mm x 297mm)
- A3 (11.7” x 16.5” | 29.7cm x 42cm | 297mm x 420mm)
- A2 (16.5” x 23.4” | 42cm x 59.4cm | 420mm x 594mm)
- A1 (23.4” x 33.1” | 59.4cm x 84.1cm | 594mm x 841mm)

I’d like a print in a different size to the ones you sell, can you do this?
Hopefully yes! Please contact us to discuss. Let us know which print it is you are looking to purchase and the size you are looking for and we will confirm if it is possible and send over a quote for this.
Unfortunately, not all the designs work in different sizes (such as 16”x20” etc) as the prints are designed to fit ISO sizes, so cropping and chopping does not always give the best end result!

What size print do you recommend?
This all depends on what the print is being bought for. 
- If it is going on a small shelf for example, either A5/A4 would be perfect.
- If you are purchasing for a gift A4/A3 is usually a good choice.
- If you are looking perhaps for 2/3 prints for a bedroom/living room wall and want them to be a decent size, we always recommend A2 or even A1.

What size is the print in the picture?
The prints pictured in the listings are A2 (16.5”x23.4”) size.

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**PRINTING DETAILS**

What paper do you use for printing?
A5, A4, A3 prints are either printed on 300gsm satin white paper or 300gsm pro luster photo paper (this depends which prints you order, we use different paper and printers to produce the best results for each specific design). If you order a few different prints though we will print them all on the same paper for consistency.

A2, A1 prints are currently outsourced, so these will either be on 200gsm-250gsm satin white paper.

What printer do you use?
For A5, A4, A3 prints we currently use 2 different printers. Either a Xerox Laserjet or a Canon Inkjet.
We use the Canon printer more for the photo finish/block colour prints as this produces the best quality alongside the 300gsm pro luster photo paper.

We currently outsource our A2 and A1 prints so these are printed by printing companies.

Why is my print pixelated?
We always ensure prints are of the best possible quality and finish before putting them up for sale, however, we sometimes get this question when customers order larger format prints (A2/A1). 
Larger prints are printed at a lower dpi as the recommended viewing distance of these specific sizes is increased. For example, with A2 and A1 prints, we recommend a 2 metre viewing distance. Prints of these size are not meant to be viewed up close or at arms length, they are to be viewed from a stand back distance. If you are unhappy with the finish of the print though, please do contact us regarding returns!

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**SHIPPING**

How much is shipping?
UK customers;
- Standard Second Class (3-5 working days)* is FREE
- Upgrade to First Class (1-3 working days)* for £1.49
- Upgrade to Next Day Guaranteed for £6.99-£9.99 depending on order size (please be advised cut off time for Next Day guaranteed is 1pm Monday-Friday)

Overseas customers (all overseas shipping comes with tracking);
- EU shipping (5-10 working days)* is £6.99-£7.99
- Shipping upgrade of £19.99 (3-5 working days) is also available

- Rest of the world shipping (7-21 working days)* is £7.99-£10.99
- Shipping upgrade of £23.99 (3-5 working days) is also available

*Please be advised these are only estimates, especially while covid restrictions are still in place, some areas are experiencing delays and delivery times have increased!

Can I upgrade to faster shipping?
Yes, please see the answer above!

When will my order be dispatched?
Order dispatch times are 1-3 working days, so this is prior to the est UK 3-5 day shipping times for example.

How long will my order take to arrive?
Please see the answers above!

I live overseas, can I order via your site?
Yes! We ship worldwide, please see the top shipping answer for prices.

Is there a tracking number for my order?
For UK customers no, we only send via a standard service, the reference numbers generated will tell us if delivery has been attempted or not but they do not track the location of the item.

Customers outside the UK yes, please check your shipping confirmation email (also check junk/spam folders too) as we provide tracking upon dispatch, if you can not find it, please contact us here!

I live in the EU, will I have to pay any additional charges?
We are set up with an IOSS number, so any VAT payments will be calculated and paid by customers during checkout. This ensures that your order gets through customs and no handling fees are applied.

Will I receive customs/import charges? If so how much will they be?
(Irrelevant for UK customers) Customs and import charges are decided by the receiving countries and the couriers, we are personally unsure of what each country charges for this. 

I have received a customs/import charge, can this be refunded?
Unfortunately not, these charges and taxes are not something we can control or avoid.

My print has still not arrived?
Some areas are experiencing a lot of delays due to Covid restrictions and EU customers are also experiencing other delays due to new Brexit rules in place, but if you feel your order is taking an exceptionally long time to arrive (over 14 working days) then please contact us, providing your order # and details and we will have a look into this for you as soon as possible.

How will my order be packaged?
For A5, A4 orders, we pack these in a strong cardboard envelope.

A3+ orders are packaged in a strong sealed tube. We take care to use as little plastic as possible while packing your orders!

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**RETURNS & REFUNDS**

How do I return my item?
If you are unhappy with your order or have had a change of mind, please return your order to us in a re-sellable condition to;

Fire Press
122 Chorley New Road
Horwich, Bolton
BL6 5QN
United Kingdom.

Once your item is received, a refund will be generated (excluding any shipping costs paid).

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**ORDER INFO**

Can I cancel my order?
If you’d like to cancel your order, please fill out the contact form here, providing your name and order # and we can cancel this for you. If your order has already been dispatched then we are unable to cancel the order at this point!

Can I change the address on my order?
Please contact us here asap if you wish to change any order details, once orders have been dispatched we are unable to change any information!

Will my print come with an invoice?
As we are a company conscious of the environment we do not print and pack invoices with every order, if you’d like an invoice for your order, just drop us an email and we will send one over to you. 

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**CUSTOMISATIONS**

Can I get this print with a different coloured background?
In most cases yes, drop us an email here and we will confirm if we can do this for you.

I’d like something adding to a print, can this be done?
In most cases yes, drop us an email here and we will confirm if we can do this for you and if there are any additional charges for these customisations.

My print is for a gift can I add a note?
Of course! Let us know here after you have ordered if you’d like us to add a gift note and we will include this free of charge.

Do you take requests for new custom prints?
Yes! Please check our “Customs” collection here for available customs and pricing options. If you can’t find what you are looking for, then please fill out the contact form here and we will let you know if we can help.

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**DAMAGED ORERS**

My print has arrived damaged?
Occasionally, items get damaged during transit, please contact us (hello@fire-press.co.uk) providing images of the damaged product and packaging, along with your name and order # and we resolve this for you!

There is an issue with my print?
Please contact us here providing your name and order # if you have any issues with your order.

My print is not the correct size?
We are sorry to hear this! Please email us (hello@fire-press.co.uk) to discuss this. Please also be sure it is definitely the wrong size (measure up using tape measure/ruler) and if you are sure it is incorrect, please send us over an image with tape measure included so we can confirm and rectify the issue!

I have received the wrong print?
Please email us hello@fire-press.co.uk a picture of the print you have received, along with your name and order # and we will resolve this for you asap!

Can't find what you're looking for? Please fill out the contact form and we'll be in touch!