Frequently Asked Questions (FAQ)
We've put together answers to the questions we get asked most - from placing orders and delivery to getting your IGO account up and running.
Can't find what you're looking for, or need a bit more detail? Get in touch with our team at [email protected] - we're happy to help.
FAQ - Delivery
Can I receive my order earlier than mentioned on the website?
No, generally it is not possible to receive your order earlier than mentioned on the website.
Where can I find the delivery date?
The expected delivery date is mentioned on the product page before ordering. After approving the digital print proof and order confirmation, you will receive an email with the dispatch date and information about the expected delivery time. Be aware that the delivery time could be different per item and imprint technique.
Do I receive a tracking number?
When your order is shipped you will receive an email with more information about the delivery of the items. Depending on the supplier of the item, you will receive a tracking number.
What should I do if I don't receive a tracking number?
With certain shipments it could happen that there is no tracking number available. If so, you can contact our sales department to check the latest delivery status.
What are the delivery costs?
Shipping costs are free for orders from €500,- and above. Shipping for orders under this amount costs €14.95
FAQ - My Account
Where can I find the status of my order?
You can find the status of your order in your personal account. If you don't have an account, you only receive the most important updates via email.
How can I place a re-order?
You can place a re-order via your personal account. Navigate to your order overview and select the order you would like to re-order. When you are in the order details there is a button to re-order. If you don't have an account you can contact our sales department.
How can I update my account information?
It is possible to update your information via your personal account. Some information, such as your customer number and company information, cannot be changed. In case you would like to change the above mentioned information you can contact the our sales department.
How can I reset my password?
Go to the login page of your personal account and click on ‘forgot password’. We will then send you an e-mail requesting you to set/create a new password.
FAQ - Print Proof
Do I receive a print proof?
Yes, once you have placed an order you will always receive a free digital print proof made by a professional.
Is the Logo Tool the same as a print proof?
The Logo Tool is a preview tool to give you an understanding of how an item can look with your logo. Once you placed an order you will always receive a free digital print proof made by a professional. The print proof is more true to the final result.
When do I receive my print proof?
You receive the print proof within one working day from ordering.
Which file format does my logo need to be?
To guarantee the best quality imprint, it is best to deliver a vectorized logo file. This could be an Ai (Illustrator), PSD (PhotoShop) , EPS or SVG. If you don't have this file type, you can always send a PNG or JPG file of your imprint in the highest quality/size you have available.
How should I deliver my logo or imprint file(s)?
You can upload your imprint files in the shopping cart/basket while ordering or you can send it to [email protected].
FAQ - Samples
How can I request a sample?
Before purchasing a product, you have the option to request a sample, which will be delivered within a few business days. Samples can be ordered online at your own cost. After receiving the sample, you will get a discount code. If you place a full order within 14 days of receiving the sample, you can apply the discount by entering the code at checkout.
Please note: Samples are not available for private consumers. Repeated sample requests are considered as one large sample order and may be invoiced if necessary. We reserve the right to reject customers acting in bad faith or abusing our sample service.
Can I get a sample with imprint?
No, samples are always sent/shipped to you without imprint.
Can I return my samples?
No, samples can not be returned.
FAQ - Order
Can I get a better price?
The prices as shown on the website are leading. In case you are placing an order which is exceeding the highest discount stagger on the website, you can contact our sales department to get a tailored offer.
How can I see if the item is in stock?
The stock of an item can be found on the product page of the item. A Green dot will indicate that the item is in stock, an Orange dot indicates that the item is temporarily not in stock but will arrive later and a Red dot indicates that the item is currently not in stock and cannot be ordered right now.
What is the minimum order quantity?
The minimum order quantity differs per product. You can set a filter on the product category/overview pages or see the minumum order quantity on the individual product page(s). It is not possibe to order below the minimum order quantity.
Which payment options are available?
IGO offers different payment options. Next to post payment, which is only available for business customers, you have the possibility of paying via Credit card and PayPal.
Can I send back my items?
We generally do not accept returning orders that are not announced to us. Please get in contact with us and we will find the best solution how to proceed together. Please be aware that samples can not be returned.
FAQ - Imprint
Which imprint method do you recommend?
The type of imprint which is recommended depends on the type of product, your logo and the occasion you need the product for. Therefore it is not possible to recommend the same imprint for everyone. If you need specific advise regarding the imprint of your items, please contact our sales department via [email protected].
Which imprint methods can I choose from?
On every product page you will have the possibility to select the imprint methods that are available on the item. Certain imprint methods can only be selected on specific locations. Please keep this in mind during the order process.
How can I see the difference between two imprint methods?
After selecting an imprint location, you can click on the orange 'more information' line to get a detailed explanation of each imprint method that is available on the item. This information can help you to identify the differences between each print technique.
Can you print my logo in a different colour?
We can print your logo in basically every colour. The only thing you need to do is providing us with an Ai or PhotoShop file of your logo. With these file types we can guarantuee that changing the colour goes exaclty as requested.
What is the maximum imprint size?
The maximum imprint size is different per item and per imprint technique. This is because the printing machines have a maximum surface they can print. When selecting an imprint on the website, the maximum imprint size is mentioned in millimeters.
FAQ - Quote
How do I request a quotation?
You can request a quotation of one or muliple items by going to the specific product and configure it in the way you would like to have it. Next, you click the button 'request quotation' and the product is added to your quotation overview. In the next step you can leave your detail and send us your quotation request. It is also possible to request a quotation via our sales department. You can contact them via [email protected].
FAQ - Other
What are PMS colours?
The abbreviation PMS stands for Pantone Matching System and is a universal colour palette consisting of 1500 premixed colours. These colours all have a unique PMS color code. Because it is a fixed set of colours, you always have certainty about the right colour.
You can determine the PMS colour by using a colour chart, for example the online colour chart that Pantone has made available. If you can't find a PMS colour matching your logo, you can also try an online converter. These converters give you recommendations of a PMS colour based on the input of a HEX or CMYK colour.
I have a complaint, whom do I contact?
Your order is handled with the utmost care. Nevertheless, should you be dissatisfied with the end result, please contact us via [email protected] or 1800 800 801. We will find a suitable solution together with you. If you are not satisfied, then we are not satisfied! That is why we do our very best to ensure that everything is according to your wishes. For more information read our General Terms and Conditions.