FREQUENTLY ASKED QUESTIONS

See below some of the answers to a range of queries…

 

 

See below for our frequently asked questions…

Can't find what your looking for?

Do I have to register?
We only deal with professional photographers (and other professions such as designers or corporate companies), so your account will need to be verified by one of our sales team before you can access pricing, software and full customer support.
Do I have to download your software to create products?
If you want to order presentation products only, we do not require you to download our software. If you would like to design albums and books, then you will need to download the software to design and order.
Can I create my products online?
Yes! Just register, then you will have instant access to order presentation products online straight away.
Do you colour correct and add sharpening to files?
Sim Imaging will colour correct on all books and albums orders (Not presentation products). We recommend an embedded profile of sRGB to achieve the best printed results of your photography orders.
What format the files need to be supplied in?
Please submit your files in High res JPEG format, 300dpi.
How can I create a USB product on Sim Imaging?
If you would like to use our online system for your USB & presentation orders, go to the product page you are looking for then click ‘Create Online’ to start designing. On the left hand side you can upload your JPEGs, drag and drop onto the design space and away you go!
Do you offer design services?
Yes we do, we have a great design team in house who design albums day in day out who are always on hand to help you!
Will you check all my files before printing one of my products?
Yes, we do check all files before we go to print. The software will also tell you if something is wrong before you submit the order. If you are experiencing any errors just drop us a line with a screenshot and we will get right on it to fix the issue for you as quickly as possible. For Design Shop orders, you will need to give go ahead after checking all pages at the proofing stage, any issues over quality will be flagged up by our design team.
How much do you charge for delivery within UK?
Our delivery charge is £5.50 + VAT for products which have a 5 working day turnaround or under (for example a USB box), and £10 +VAT for anything 10 working days or over (for example an album).
How much do you charge for delivery outside of UK?
European shipping starts from 7€ +VAT, but it depends where you are based and the weight of your item. An average album will cost 12€ +VAT. If you live outside Europe then a flat rate will be charged and then once we receive the couriers invoice we will refund you the excess. We do not mark up the shipping.
Can I combine orders?
It is possible to combine multiple orders for delivery. This can ONLY be done online at the checkout stage by ticking the combine delivery option. It is NOT possible to request the combine delivery option by phone, email or via the special instructions box. You will be charged for the most expensive individual delivery plus £3 per extra item. If you choose this option we will only dispatch when all orders are complete. You cannot combine deliver to an order that is already in production. Once your order has been submitted and is in production it is NOT POSSIBLE to cancel the order.
Saturday Delivery:
We do not offer a Saturday delivery service.
Shipping Direct to your customer:
When placing your order please specify the different delivery address in the delivery address fields.
Can I fast track my order?
It is possible to combine multiple orders for delivery. This can ONLY be done online at the checkout stage by ticking the combine delivery option. It is NOT possible to request the combine delivery option by phone, email or via the special instructions box. You will be charged for the most expensive individual delivery plus £3 per extra item. If you choose this option we will only dispatch when all orders are complete. You cannot combine deliver to an order that is already in production. Once your order has been submitted and is in production it is NOT POSSIBLE to cancel the order.
Disclaimer:
Whilst every step is taken both by us and our courier service to ensure express delivery, this service is not guaranteed.
Sim Imaging cannot be held liable for any consequential losses incurred, where deliveries are delayed.
What are your operating hours?
We are open Monday – Friday 9am – 5.30pm. GMT
(plus closed on bank holidays)
If for any reason you cannot get hold of us please check our social media for more info.
Are you open at the weekend?

Unfortunately we’re closed on weekends but you can still place an order with us and get back to you on Monday!
What happens if my order has not arrived?
We will work with the couriers directly to ensure that your parcel is found and delivered to you safely.

What should I do if I’m not happy with my order?
We aim to provide high quality products for all of our customers, however in the rare case that you are unhappy with your order please contact us directly either via email or telephone, and we can advise of the procedure depending on the problem at hand. A photograph of the issue is usually requested to better understand the problem so we can advise how to proceed.
What if my order is damaged in transit?
Please carefully inspect your order upon receipt. We hope that you are more than satisfied with your order, however in the unlikely event that your order is delivered faulty, please inform the returns team by 5pm the next working day by telephone on 01707 273747 or by email to returns@sim2000imaging.com.
How do you process faulty claims
You will be asked to email a picture of the fault for assessment. If deemed faulty, collection will be promptly arranged. Please ensure the order is re-packaged satisfactorily. Please note that if you arrange the return, we will reimburse courier costs up to £20.00. Any resulting remakes will be at the discretion of Sim Imaging.
Do I have to pay for the delivery on returned items?
We are able to arrange a courier to come and collect the majority of large items for investigation, and if the problem has occurred during manufacture then we will of course cover these costs for you. The courier option is also available to book at cost when returning items for personal changes or alternations.
Do you charge VAT for Books & Albums?
No, all of our Albums and Books are zero VAT rated, excluding the Spiral Bound Proof Book only. If there is VAT being charged on your item, this could be a USB or a box that comes with the book or album.
 
Are you Environmentally friendly?
As a growing company, is it our aim to work with responsible suppliers who are actively reducing their waste & CO2 emissions and offer more environmentally friendly products.
All our papers are FSC approved (Forest Stewardship Council). The FSC is an independent body advocating the responsible management of the planet's forests. All Sim Imaging products are printed on FSC certified paper, meaning we meet the council's strict requirements for sustainable printing. You can therefore purchase our products knowing that you're doing right by the environment!
Wherever possible, waste at Sim Imaging is recycled. We use an independent waste management company that specialises in waste paper and cardboard. Our recycled waste will end up as newsprint, cardboard packaging and tissue.

Sim Imaging’s packaging cartons are made from a minimum of 75% recycled material and are fully recyclable. Those of you who already buy from us may be aware that we recycle much of the cardboard packaging we receive by shredding cardboard to reuse as gaps-filler in the dispatch boxes.

Parcels sent by air use up to 8 times more fuel due to the consumption of the aircraft, so wherever possible, parcels are transported by road, even outside of the UK.