FREQUENTLY ASKED QUESTIONS

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

 

 

FAQ's

See below for our frequently asked questions…

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PLACING ORDERS

Can I change the details of my order once it has been placed?
It is not possible to change the details of your order once it has been placed. The only exception to this is the delivery address, which can be changed if your order has not yet been sent. To change this, please contact Sim Lab via email at info@simlab.co.uk or call 01707 273 747.
Which web browser should I use to upload my orders?
We recommend Firefox or Chrome. Available for both Mac & PC.
What is your minimum order?
We don`t have a minimum order value at Sim Lab.

Technical info

What file format should I upload?
Images must be sized to the actual print size required, for example 7”x 5” failure to do so may result in unwanted cropping of image (please use inches for sizing). For optimum results please make sure that your image has an embedded rather than tagged colour profile of sRGB with a 300dpi resolution. We can only receive JPEG file format.
How do I order custom print sizes?
You will need to place them on a canvas in Adobe Photoshop to get the desired size. Example: a 9”x 9” image would be placed in the middle of a 10”x 10” canvas as this is our nearest print size. Please note custom size prints will have white borders and will require trimming.
If I add text or a keyline very close to the edges is there any trimming?
Yes all machines do crop about 2-3mm into the print area, so please make sure you allow for this when adding text or a keyline to prints.
What type of paper and surfaces do you print on?
We print everything in the lab digitally on traditional Silver Halide Fuji Professional Crystal Archive Papers. Finishes available are lustre, gloss and metallic* (larger prints only*).

Design Information

Do you colour correct and add sharpening to files?
No, our printers do not apply any sharpening or colour correction to files. The colour management of images is your responsibility, please ensure files are sRGB profile (sRGB IEC61966-2.1) and correct size before uploading.

TURNAROUND TIMES & PACKAGING

How quickly will I receive my prints or other products?
Standard print orders received before 1pm are sent out the same day, however, this is an indication only and not a guarantee of how long an order may be in lab. Where delay is caused by a factor beyond our reasonable control, we will not be responsible for any loss suffered by you because of the delay.*
Larger prints and Giclée prints are dispatched within 48 hours, Canvas wraps and Mounted prints up to 3 days. When an order containing two products that have different production times is placed, the overall production time will be the longer of the two. The order will be dispatched only when all components are complete.
How will my prints, canvas wraps and mounted prints be packaged?
Print sizes smaller than 20″ will be sent flat, all sizes above will be sent in a 4″ tubes for larger prints, 6″ tubes for all Giclée prints. Canvas wraps and mounted prints are painstakingly packaged with protective corners and wrapped in corrugated cardboard to ensure they arrive safely.
How should canvases and mounted work be stored & displayed?
Do not hang in direct sunlight or humid conditions. High or low humidity can cause damage. Do not hang directly over any heat sources such as radiators.

Delivery & Shipping

What are the delivery costs for UK Mainland?
All orders are delivered by Interlink express courier service, deliveries are Monday to Friday between 9am to 6pm, unfortunately we can not deliver on a weekend or bank holiday. In this instance please expect your delivery on the next working day. You will also receive an email confirming the 1 hour window in which your parcel will arrive.
The courier service requires a signature. Please ensure someone is there to sign for the parcel. Whilst every step is taken both by us and our courier service to ensure express delivery, this service is not guaranteed. Sim Lab cannot be held liable for any consequential losses incurred, where deliveries are delayed.
Shipping costs:
UK Mainland £5.50 (Next working day)
Southern Ireland £10*
Northern Ireland £12*
Scottish Islands – Highlands £14*
UK – Channel Islands, Isle of Wight, Isle of Man £14*
Canvas Wraps & Mounted Prints
UK Mainland £10 (Next working day)
Southern Ireland £10*
Northern Ireland £12*
Scottish Islands – Highlands £14*
UK – Channel Islands, Isle of Wight, Isle of Man £14*
(*2 working days)

Where do you deliver to?
We deliver throughout the UK and Ireland only.

Contact & Opening times

What are your opening hours?
Sim Lab is open Monday to Friday between 8.30am to 5.30pm for telephone enquiries 01707 273 747.
And the same times for order collections:
Sim Lab: Unit 8 The io Centre,
Hearle Way, Hatfield,
Herts. AL10 9EW

Returns & Issues

What happens if my prints don’t arrive?
If after 3 days your order doesn’t arrive, we will reprint your order free of charge.
What happens if my prints are damaged in transit?
In the unlikely event that your prints do get damaged we will reprint them free of charge. Please notify us within 24hrs of receiving your order by emailing returns@sim2000imaging.com quoting your SMMGNET ID which can be found on your confirmation email.
What if, I haven’t my confirmation email?
If you don’t get a confirmation email this may indicate that your order hasn’t been uploaded.
Please check your email program, it may have mistakenly classified it as spam because you’ve not written to us before or added us to your address book. Your confirmation email could be sitting in your junk – spam folder. However on the odd occasion our system can make a mistake.
Please phone for confirmation if in doubt.
I’m not happy with my order will you refund me
If you are not completely happy with you order, we would be happy to offer you a full refund.  

Environment

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 Lab 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 Lab’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.
 
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