Welcome to the Web Products Direct Customer Support Welcome to the Web Products Direct customer support centre. Here you will find answers to the most frequently asked questions about our promotional products and a wealth of other useful information. If you can’t find the answer to your question, please feel free to give us a call!
Car Air Fresheners | Wristbands | Personalised Lanyards | Custom Medals | Glasses Cases & Microfibre Cloths | Other Promotional Products | Custom Products for Schools
General
What does Web Products Direct offer and where are you based?
Web are a UK wholesale supplier of specialist customised promotioal products. We supply businesses large and small, along with the Public Sector and Charities and other Not-for-profit organisations. Our Head office is located in Lancaster, Lancashire.
Quotes & Ordering
How do I get a quotation?
For a quick quote, you can select your product from any of the product pages, select any customisation options you need, and then a quoted price will be provided. It is easy to change your customisation options or the quantity to get a revised quote.
Don’t worry, you will not have to provide any information or sign-up to to get an online quote.
Alternatively, simply call our expert customer service team on 01524 848382 or email sales@webproductsdirect.com with your requirements and we will provide a quotation within 4 working hours.
If you have special requests, a short lead time or a large volume order then simply contact our friendly sales team who will be very happy to help.
Do you have a minimum order quantity?
We believe we offer the lowest online minimum order quantitities which is particularly great if you have a small event or promotion to run and don’t want to blow the budget! For some products we can also offer a prototype service so that you can have a physical sample made with full confidence that your forward order will look just as you expect.
The specific minimum order quantities for each product can be seen below under the product information section.
Can I get a discount for ordering large amounts?
At Web Products Direct we pride ourselves on offering very competitive prices and are always happy to discuss volume discounts where appropriate. For those that are looking for very high volume or regular repeat orders or trade terms, please contact our Customer Service team on (+44) 01524 848382 or email sales@webproductsdirect.com for a personalised quote.
Do you offer samples?
Yes we do! Just fill out our ‘Contact us” form, filling in all the fields and we will happily post you out, free of charge, an example sample. If you require a prototype sample of the specific design you require, please let us know and we can arrange this and agree associated costs.
How long will my order take?
The production process varies across our different products but the following are our usual delivery times from the approval of artwork:
Car Air Fresheners: between 15 – 18 days
Custom Medals: between 20 – 25 days
Fabric & Silicone Wristbands: between – 10 – 12 days
Glasses cases & Microfibre Cloths: between 14 – 21 days
But, if you have an important deadline date, then please let us know at the time of ordering and we will do all we can to accommodate. Alternatively, contact our Customer Service team on (+44) 01524 544191 or email sales@webproductsdirect.com. We will always do all we can to meet your delivery requirements, although we are not able to offer a guaranteed delivery date.
What happens next after I place an order?
Once you have confirmed you are happy to proceed with your orders and payment made, we then place your order into our production process. You will then receive an order acknowledgment email for your records.
What if I have a problem with my order?
If for any reason you need an update on the progress or shipping of your order, or you are not entirely satisfied once you receive it, please contact our customer services team on (+44) 01524 848382 or email sales@webproductsdirect.com providing your order number. We are completed committed to offering you a first-class service and will do all we can to resolve any issues that arise as quickly as possible.
What if I want to cancel my order?
If you change your mind and wish to cancel your order please let us know as soon as possible. Generally, your approved artwork and order go directly to our factory and placed on the production schedule ready for manufacture within a few hours.
Once your order is placed into production we cannot issue a full refund. If you call us as soon as you possibly can we will always do our best to halt the manufacturing process for you. You will appreciate, though, that each order is a unique, bespoke, design and produced to your exact specifications.
Design & Set-up
No design or set-up charges
We offer a free design service with our expert design team which creates unique and distinctive designs day-in-day-out. There are also no print or other set-up costs. The price we quote is the price you pay and there are no hidden charges at Web Products Direct.
How do I confirm I am happy with the proof provided?
Simply reply to the email requesting artwork approval of your final digital proof with “I approve”. Please note we are not able to obtain approval over the phone.
I’m not very good at design. Can you create an artwork proof for me?
Absolutely! We have a fantastic team of talented designers who can create your unique artwork for you at no extra cost. So what have you got to lose! Just email or call us if you would like to learn more about this free service.
What if I already have a design that I just need printing?
This is absuletely fine. Many of our customers provide their own designs and artwork. We will still create a final proof for you to review and approve before your order goes into production.
Please note, with Car Air Fresheners, the design may include a specific shape. Our customer service team will discuss this with you when placing your order.
Can I put my company logo or emblem on my bespoke promotional product?
Absolutely! Simply upload your logo or artwork file it at the time of entering your text. If there is a problem with the suitability of your logo or artwork we will contact you before production.
Depending on the type of logo or design different printing techniques may be most suitable. However, our expert design team will discuss this with you before the order is confirmed.
I’m worried my artwork is not correct / is too complicated
Please do not worry. We will always send you a digital proof before placing your order into production so you can be sure your design or artwork is suitable. When processing your order our expert design team will be able to offer help and support on artwork and logo is suitability. We have been printing promotional products for many years so we tend to know what works and what doesn’t!
I don’t see a choice of colour(s) I like. Can I choose my own?
Yes, of course! It is very common for our clients to want to use colours that match or complement their branding. Simply provide us with your Pantone or Hex reference when placing your order. If we are unsure of the colour reference provided, our Customer Service team will of course discuss the options available with you.
Can you show me how to use the designer tool?
Yes, of course! Please watch our short video clip that runs through the process, step by step. If you are still not sure, drop us a message and we can talk you through it over the phone.
Delivery information
What is the lead time for delivery?
We use an express delivery service but delivery times vary depending on the product and production process. Our usual delivery times from approval of artwork are:
Car Air Fresheners: between 15 – 18 days
Custom Medals: between 20 – 25 days
Fabric & Silicone Wristbands: between – 10 – 12 days
Glasses cases & Microfibre Cloths: between 14 – 21 days
But, if you have an important deadline date, then please let us know at the time of ordering and we will do all we can to accommodate. Alternatively, contact our Customer Service team on (+44) 01524 544191 or email sales@webproductsdirect.com. We will always do all we can to meet your delivery requirements, although we are not able to offer a guaranteed delivery date.
Free delivery to UK mainland
There is free UK delivery on all our products to all UK mainland and Northern Ireland desinations, with our courier partners, APC.
How can I track my order?
We will keep you updated with your order via automated emails, As soon as your order is ready to post to you our courier, APC, will send you either an email or text message to let you know the delivery day and time.
Do you deliver outside the UK?
Currently, it is not possible to place an order online for an order to other countries outside the UK. But if you contact our Sales Team on (+44) 01524 848382 or email: sales@webproductsdirect.com, and provide details of the order and the destination, we will be happy to provide a personalised quote.
Invoicing & Payment
What payment options do you have?
You can pay via BACS transfer (online banking), or via secure Debit or Credit Card payment or Paypal. Payment options will be provided with your Order Confirmation. We never hold your Debit or Credit card details. Please see our payment and Privacy Policy.
How do I place my order if I have an official purchase order?
We welcome clients with purchase orders. Simply contact our Sales Team on (+44) 01524 848382 or email: sales@webproductsdirect.com with your order details, we can then set you up on our Finance system and place your order. Your invoice from us will then include your Purchase Order number as required by your accounts team.
Can I pay by cheque?
Unfortunately, we don’t accept cheques (except for Schools and local government bodies). However, we do accept all major card payments, BACS transfers and PayPal.
Will I receive a VAT invoice?
As soon as you have placed an order with us you will receive an order acknowledgement email. Once your order has been paid for and placed into production a VAT invoice will be provided, including full VAT details.
Please note, all our prices quoted are exclusive of VAT.
Do you add the VAT at checkout?
Yes. VAT will be added at checkout and displayed clearly on the Order Confirmation and Invoice we send you by email. If you are VAT exempt, or you are ordering from overseas we can arrange a vat exempt invoice if applicable. Please contact our Customer Services Team to discuss your requirements.
All prices quoted on our website are exclusive of VAT.
Product Information
Car Air Fresheners
Do you have more information about each product?
We have three options of personalised Car Air Freshener, Economy, Premium and Luxury. The difference between the options is the quantity of fragrance oil, the quality of paper and thickness of the Air Freshener. There is no difference in terms of the printing process, quality or choice of fragrance, quality of packaging or the level of customer service!
For detailed information about each product please read the information below “Custom Car Air Freshener” page.
What fragrances do you offer?
If you click on the Fragrances tab at the top of the home page it will display our most popular range. We do also offer a bespoke fragrance matching & mixing service at additional cost.
Do you have a minimum order quantity?
The minimum order quantity that you can order Car Air Fresheners online is 100 units. However, if you wish to order less than 100 units, perhaps as a test run for a much larger order, we recommend that you call our Customer Service Team on 01524 848382 so that we can discuss the best options.
Are the Car Air Fresheners safe?
We take your health and safety seriously, so we regularly conduct safety and toxicity testing on our products. Our tests are conducted in accordance with EU and EE guidelines using a reputable and independent testing agency. You can request a copy of the reports at any time.
The certification states our products are not hazardous to human health.
In certain cases, individuals may be sensitive to some of the oils used in our fragrances, should contact with the eyes or soft tissues occur, flush generously with clean water and consult your GP if irritation occurs or persists.
In cases of ingestion consult your GP, retaining the wrapper.
How often does the Car Air Freshener need replacing?
Our Economy and Premium Car Air fresheners contain 1ml of scented oil, meaning they last for at least 1 week. You can customise your order and opt to have an extra 1ml of scented oil added to your Car Air Fresheners extending its life even further. Additional charges apply.
How long will my Car Air Freshener last unopened
Our Car Air Fresheners are delivered to you in scent barrier wrapping to keep them fresh. Your Car Air Freshener should, therefore, last at least two years unopened in its original packaging.
What stock shapes do you offer?
All our most popular stock shape templates can be found on the “Shapes” tab at the top of the homepage. Simply click the shape you want, upload a high-resolution JPEG/PNG, PDF, EPS or Vector file of your choice and begin creating! We have literally thousands of shapes, though, so if you cannot find a shape you like, contact our Customer Service team and we are happy to help find something more suitable.
It’s important to provide good quality high-resolution images to ensure the print is not too blurred or grainy. If you need assistance with this simply call our expert team on (+44) 01524 848382.
How do I create a totally bespoke shape and design?
If you don’t see the shape that you are looking for from our pre-made template range don’t worry. We have hundreds of additional shapes that you can choose from. Just let us know what you have in mind and we will provide a range of suitable options.
Alternatively, if you would like a totally bespoke shape making, or you already have your own template, then we can help with that too! As long as the shape is not too detailed we can usually make what you have in mind, creating something truly unique.
We do need to create a new template for your bespoke shape for the manufacturing process and there is, therefore, a one-off charge levied to make the cutting tool.
Do you have different Quality Air Fresheners?
Yes we do. We have created three specific products – Economy, Premium and Luxury Car Air Fresheners. Each with different methods of manufacture and packaging ensuring we have a product suitable for all requirements. All are customisable, with great quality and value for money. Delivered in heat-sealed wrappers for freshness and storage. [Read More]
Will my car air freshener look exactly like it does on the signed proof?
The image you upload will be in exactly the same positions as you have chosen. However, the colours may vary slightly due to the additions of your selected scented oils. Please also note that due to the highly absorbent paper, images will not appear as sharp as they do on the digital proof. Colours may look slightly darker too.
How will my Car Air Fresheners be packaged?
Your personalised Car Air Fresheners will be individually wrapped in heat-sealed packaging for lasting freshness and storage. If you choose a bespoke header card, your Car Air Fresheners will have an additional clear polythene wrapper.
Silicone Wristbands
Do you have a minimum order quantity?
Our minimum order quantity that you can order Silicone Wristbands online is 100 units. However, if you wish to order less than 100 units, perhaps as a test run for a much larger order, we recommend that you call our Customer Service team on (+44) 01524 848382 so that we can discuss the best options.
What are your Silicone Wristbands made from?
Our Silicone Wristbands are manufactured from 100% high-quality food grade silicone.
What’s a Debossed Silicone Wristband?
Debossed means that the text or logo has been engraved (i.e. sunk) into the Silicone Wristband. Debossed can then be either filled with ink or left unfilled depending on your requirements.
If you would like more information about our Silicone Wristbands and the different types then please visit our Product Information page.
What’s a Filled Silicone Wristband?
Filled Silicone Wristbands are essentially the same as debossed but the text or logo has been filled with ink for impact and to make the lettering stand. Debossed filled Wristbands are perfect for longer-term use as the ink fill wears better than the simple printed Wristband.
If you would like more information about our Silicone Wristbands and the different types then please visit our Product Information page.
What are Embossed Silicone Wristbands?
Embossed Wristbands have raised text or logo. They are the opposite of Debossed of course but still offer extra impact.
If you would like more information about our Silicone Wristbands and the different types then please visit our Product Information page.
What’s a Printed Silicone Wristband?
With Printed Silicone Wristbands the text and/or logo is screen printed with your choice of ink colour. These are generally for shorter-term use. If you want your Wristbands for longer-term use, we usually recommend Debossed.
If you would like more information about our Silicone Wristbands and the different types then please visit our Product Information page.
What sizes of Silicone Wristbands are available and can I order a variety of sizes?
or each size you require simply complete a new order by pressing the “Continue Shopping” button at Checkout. All the different sizes of Wristband will, however, be packaged and shipped to you as one.
Sizes available:
- Adult 8” (inch) or 202mm (this is the most popular size)
- Youth ladies or teens 7” (inch) or 180mm
- Child or toddler 6” (inch) or 150mm
How many characters fit on a Wristband?
Generally, 44 characters will fit on a standard adult band.
Personalised Lanyards
What style of Lanyard do you offer?
We offer three styles – Printed, Sublimated, and Woven in sizes 15mm, 20mm and 25mm thickness.
What colours do you offer?
You can select from our most popular stock colours or, if you prefer, choose a Pantone call
Custom Medals & Pin Badges
What style of Medal and Pin Badges do you offer?
We include our Six most popular sizes and styles on our website:
- Die Cast Custom Pin Badges
- Without Enamel Metal Medals
- Contrast Medals
- Die Cast Medals
- Silicone Rubber Medals
- Soft Enamel Medals
But we offer a truly bespoke service. If you don’t see a style you like please drop us a message and we will be happy to help you choose the best style, size and design for you. Call (+44) 01524 848383 or email medals@websproductsdirect.com.
What Ribbon options do you offer?
All our medals come with a Premium Quality fabric ribbon in a colour of your choosing. Either select from our popular stock colours or provide the Pantone reference for a specific colour you prefer.
If you would like to create your own unique style and design of ribbon, then please contact our expert team who will be happy to discuss this with you as part of our Bespoke service. Simply call (+44) 01524 848383 or email medals@websproductsdirect.com.
Do you offer wooden medals?
These are currently not offered on our website but we are able to supply them. If you are interested in Wooden medals please contact our sales team who will be happy to provide further information and prices.
Glasses Cases & Microfibre Cloths
We supply a niche range of specialist promotional products for Opticians and Optometrists and other professional working withy the optical sector.
What type of glasses cases do you supply?
We include our four most popular sizes and styles on our website:
Medium case
Large case
Fold Away
Handmade Flip Case
We do offer many other shapes and styles and even bespoke cases. If you can’t see the style you like on our website, please message us directly as we can match your current style or offer fantastic alternatives.
What type and size of Microfibre cloths do you supply?
We offer the most popular sizes of cloths (15cm x 15cm) on our online store. But, we can produce any size or design of Microfibre cloth that you need and our other stock sizes include:
15cm x 18cm
20cm x 20cm
Bespoke sizes and styles are also available upon request.
If you are unsure which is the most suitable style, size, or design, please contact our expert Optical team on +44) 01524 848382 or email: optical@webproductsdirect.com.
Do you offer any other shapes of Cloths or Glasses cases than those on your website?
If you can’t see the shape you like on our website, get in touch with us directly as we can match to your current style or offer a wider range to choose from. We also offer a truly bespoke service if you want a completely unique and distinctive style.
If you are unsure which is the most suitable style, size, or design for you, please contact our expert Optical team on +44) 01524 848382 or email: optical@webproductsdirect.com.
Other Promotional Products
What general promotional products do you supply?
As well as our specialist products which we feature on our website, we still offer the full compliment of much loved customised promotional products. These include:
- Pens
- Coffee mugs
- USB sticks
- Office stationery (e.g. business cards, letterheaded paper)
- High-quality bags for retail customers
- Clothing (e.g. hoodies and T-shirts)
- Note pads and Corporate wallets
- Display and event banners
All high quality, competitively priced and with the usual free UK delivery with no-set up or design fees.
Custom Products for Schools
Meeting the needs to Schools and Education Institutions
We offer a dedicated service for Schools and Education centers. This includes the the type of products we supply and how we process orders and payments. Schools, Academiess, Universities and Colleges are autmatically entitled to 30 day credit terms.
Please click to access our of dedicated Schools & Education page.