FAQ's
Who is Impression Europe?
Impression Europe (EU) Direct Ltd is the sole distributor of the Impression & Impression Confectionery ranges to the promotional product industry in Europe and Northern Ireland. We have been the distributor partner of Giving Europe BV, one of Europe’s leading wholesale suppliers, since 2004.
What is your trading policy?
We follow a very strict policy of being a trade-only supplier. We guarantee that no end-user organisation will be supplied.
Why should I place orders with Impression Europe?
Impression Europe (EU) Direct Ltd is one of Europe's leading wholesale suppliers to the promotional product industry. Our reputation for providing reliable, honest, great customer service has been earned by doing just that for more than 18 years. We take every order very seriously. We value every customer. Why wouldn’t you place orders with us?
How do I open a website account?
Click on My Account on the Home page of our website and follow the instructions to open an account.
How do I open a credit account?
When you place your first order, we will issue you with a pro forma invoice. You will also receive a credit application form. When we have received satisfactory references, we will open a credit account for your immediate use with a minimum credit limit of €2000.
When my account is set up will I have a main sales contact?
We have one of the most helpful & knowledgeable sales teams in the industry. When you contact us, you want quick answers or solutions to your questions. To guarantee that we do not assign a particular contact to you. Any of our sales team can assist you which means you never have to wait to speak to someone.
What if I lose my login details?
If you have forgotten your password click on My Account and then Forgotten your password? We can then reactivate your account.
What personalising services do you provide?
We are able to personalise almost every product we supply. This is done by a variety of print processes including screen print, pad print, rotary print, screen print transfer and digital print. We also offer laser engraving and embroidery services.
Where do you ship to?
Our standard delivery charges always include shipment to one address in Republic of Ireland and Northern Ireland.
Do you ship abroad?
Because our products comply with EU laws and regulations we only ship to countries within the EU. Countries outside the EU have their own customs regulations which are not always compatible.
Can I purchase unbranded goods?
If you prefer to purchase plain goods you can order any quantity and your order will be despatched within 24 hours on a 2-3 day carrier. Orders with a value of £450.00+ will be inclusive of delivery to one UK mainland address.
Do you offer an express delivery service?
Plain stock orders can be despatched from our Dutch warehouse on an overnight delivery service. Personalised orders can be despatched quicker than our standard 2-3 weeks lead time. To discuss your requirement and receive prices, contact our sales team.
How should I supply my artwork?
Our studio is equipped with state of the art Apple Mac computers and all the latest design software. When supplying us with artwork here are some general guidelines. We can accept:
- Adobe Illustrator (.eps format)- Any version
- Adobe Indesign (.indd format)- Any version
- Adobe Acrobat Pro (.pdf format)- Any version
We cannot accept Corel Draw, Powerpoint, Word, Publisher, HTML, Jpeg, Psd or Gif files.
Where should I send my artwork?
Send all artwork files direct to our artwork studio: studio@impressioneuropedirect.com
When can I expect to receive an artwork visual?
You should receive your visual for approval within 48 hours. If you do not receive it contact our artwork studio immediately
How can I access artwork templates?
When you click on any product you will be able to download the artwork template.
When I order can I split the product colours?
You can order a product in more than one trim colour but still receive the full quantity price eg.1,000 price for 500 blue, 500-red
Can I check if a product is in stock?
When you click on a product it will display the real time stock level for every available colour. Click on the stock figure and you will see when the next shipment is due.
Can I view product specification details?
When you click on a product you will be able to download a product spec sheet.
Do you provide product certification?
When you click on a product you will see Further Information. This includes the option to view a safety certificate.
When can I expect to receive an order confirmation?
Our order progress department will email you a detailed Order Acknowledgement within 24 hours of receipt of your
purchase order. If any details are incorrect, or if you do not receive it, please contact us immediately
Who is responsible for my order?
We have a department dedicated to monitoring the progress of every order. It’s the job of our order progress team to ensure your orders journey through the system is smooth and efficient, whether it’s for plain goods or a personalised order. They will continue to maintain contact until the order has been successfully delivered on time. To discuss any aspect of an order, contact the order progress team.
What are your standard lead times?
In general, our lead times for the Impression range is 2-3 weeks if the stock is available on receipt of your order. However, we regularly produce orders quicker. If you require delivery in less than 10 working days contact the sales team & we will do our best to meet your deadline.
Can I order less than the MOQ?
Our minimum quantities are based on the minimum amount of stock we need to produce a personalised order cost effectively. However, it is sometimes possible to produce a smaller quantity. Contact our sales team who will assist you.
Do you print in-house?
All our personalising is undertaken by specialist decorators who work with us under contract in order to guarantee they meet our exacting standards.
Are your product decorators based abroad?
Our confectionery products are produced by specialist manufacturers in Europe. They are responsible for all the personalising processes. The production of confectionery products has strict guidelines so we utilise the expertise of these suppliers in order to maintain the highest standards of food hygiene, health & safety.
Are your confectionery product decorators based in the UK?
Our confectionery products are produced by specialist manufacturers in Europe. They are responsible for all the personalising processes. The production of confectionery products has strict guidelines so we utilise the expertise of these suppliers in order to maintain the highest standards of food hygiene, health & safety.
What is your samples policy?
We charge for samples but there are exceptions. For example, many customers have an annual samples allowance. If you require clarification, contact our samples department.
Why do you charge for samples?
When you order samples from Impression Europe it is not just the samples you are paying for. We offer an exceptional service despatching all samples requests the same day if received by 3.30pm. This enables our customers to get samples to end users quicker than their competitors. This service, provided by highly efficient personnel, is what you pay for.
When will my customer receive their samples?
Samples are despatched via 1st class post unless otherwise requested. 1st class post is not a guaranteed next day service, nor is it trackable. If samples are required by the following day contact our samples team who will confirm the cost and advise the most appropriate way to ship them.
Can I return the samples I order?
Samples are not returnable
Do you supply pre-production samples?
We charge for producing pre-production samples but the cost depends on the product, number of print colours etc. Contact our sales team for a quotation.
What is your Price Match offer?
Our pledge is that we will match the price of a competitor for any like for like product that appears in our range. However, that does not mean we will match a price that is unrealistically low. Our offer is a genuine attempt to support customers without them being penalised on price.
Can we order printed catalogues?
We can supply the Impression catalogue with a bespoke cover but that will be a special print run. To request this, contact our sales team no later than early November.
Our Impression Confectionery catalogue is only available as a digital flip catalogue. We can personalise a neutral version with your company details. Contact our sales team who will arrange this.
What happens when something goes wrong?
On occasion, there is always the possibility that something can go wrong with an order. When that happens, we take every possible care to resolve any issue, quickly, efficiently and to our customers complete satisfaction. Our official complaints policy can be viewed on our website.
