Managing your online account is quick and simple. Once you sign in, you can easily update your personal details, change your password, view order history, track current orders, and manage your saved addresses and payment methods—all from one convenient location.

 

Managing your account

I’ve forgotten my password, what do I do?

Go to ‘Sign in’, enter your email and click on ‘forgot your password’ for details on how to re-set your password.

How do I update my account information?

Once you log in to your account you have options to change your password, your email and any of your delivery addresses.

Order Processing

How do I place a reprint (re-order)?

Ordering reprints is straightforward through the website. Just log into your account, select the relevant order from your ‘order history,’ and add it to your basket. You can also view the original artwork you uploaded for reassurance. Then, proceed to checkout or make changes to the basket as needed.

Choosing to edit an item will redirect you to the relevant product page, where the pricing table highlights the product and quantity associated with the repeat order. You can then adjust the quantity, material, or other options, add the product to your basket as usual, and proceed to checkout. Remember, if the size changes, you might also need to upload new artwork.

Please note that as this is a repeat or amended repeat order, we will use the original artwork provided. If you have any changes to your artwork, you will need to place a new order and upload the updated files.

If you are having trouble finding what you want to re-order gives us a call and we will be able to help locate it!

Can I track my order?

Logging into your account will display any outstanding proofs or indicate if your job is in progress, such as being printed or completed. When we dispatch your order, our Interlink couriers will email you the delivery date, estimated arrival time, and a tracking number or link, allowing you to track your shipment online.

Can I amend my order?

Any modifications to your order, such as changes to quantity, material, size, delivery address, or artwork, must be confirmed in writing. As long as we are not too far into production to implement changes, we will confirm once your instructions have been executed.

I uploaded the wrong artwork – what shall I do?

As mentioned above, we will do our best to accommodate any artwork modifications. This might require creating a new set of printing plates, which will incur a charge. Please contact us as soon as possible to request any artwork changes!

Will I see proofs for approval?

We provide a free PDF proof by default. If you need a high-resolution digital Epson colour proof instead, it costs £30, or £45 for imposed booklet proofs, plus VAT. Epson proofs are calibrated to our printing presses and accurately represent the final colours for silk or gloss art products. Please note that if your order is printed on 100% recycled paper, the proof may look different from the finished product. This is due to the nature of recycled paper, which tends to produce less vibrant colours.

 

Problem Solving

 Damaged in Transit

If your order arrives in damaged packaging, you must notify us in writing at info@alp-group.co.uk. To submit a claim against the courier and arrange for a replacement or refund, please provide photographs of the packaging (including the delivery label) and clear images of all damages to the items. This damage notification must be sent within 2 days of receipt and include as much detail and photographic evidence as possible. Without this information, we cannot process a claim for damaged items during transit. For more information, please refer to our Terms and Conditions, which explain our policy on damaged items in detail.

 

Can I cancel my order?

Because printed materials are made to order, the Customer cannot cancel with a “cooling off" period. If the Customer cancels, the Company will only charge for materials purchased and work already done, including preliminary steps. Most orders begin processing immediately upon receipt. Given our fast turnaround and high order volume, we may not always provide a full refund. If your order has already been printed, refunds are not possible.

 

I’ve spotted a mistake!

Mistakes can happen easily. Please note, we do not provide proofreading services. We operate on a WYSIWYG basis—What You See Is What You Get! Therefore, it’s important to review your artwork thoroughly before sending it to us, paying close attention to spelling, prices, names, dates, and contact details. If you find an error in time, we can amend it, but there may be a fee depending on the complexity of the change.

 

What if I can’t find the product I’m looking for?

If you're unable to locate the product or quantity you need, please email us at info@alp-group.co.uk with your full requirements. We usually can assist with most inquiries!

 

What if there’s a problem with printing my order?

If there’s an issue at any step of your order, we will inform you promptly via email or phone, keeping you updated and suggesting possible solutions.

 

What if there is a problem when I receive my order?

We acknowledge that occasionally mistakes can happen—whether human error or technical difficulties—which can be frustrating and disappointing. Our goal is for you to open your delivery and feel as excited as a kid at Christmas! If you find something wrong, please contact us in writing and describe the issue. We promise to do our best to resolve it promptly and to your satisfaction. All claims regarding the quantity or quality of the goods must be submitted in writing to info@alp-group.co.uk within 2 working days of receiving the goods; otherwise, the goods will be considered compliant with the quantity specified in the contract. Additionally, we recommend reviewing our Terms and Conditions for guidance on common print-related issues we encounter.