Questions - Answers

Index :

1 - Enrol as a member
2 - The tools
3 - General information on personalisation
4 - Purchasing information
5 - Transport
6 - Delivery
7 - After-sales service
8 - Cancelling an order

1 - Enrol as a member

how to register

It's easy and it's free to become a member of Carteland, you just have to register and give us your personal details ( name, address, phone n° etc) so we can give you a password and deal with your order, by creating you a "customer account".

All your personal information is protected. You're free to download our site, select articles, preview the card you have created, save it or send it to a friend by email (to have it checked or to get a second opinion) and place your order.

Make sure your personal details are correct, especially your email address, which will be used to confirm your order, and the delivery address, as the parcel might not be delivered by your usual postman.

Your personal details will only be asked for once.

2 - The tools

Lay-out tools

For personalising your card, various tools are at your disposal, which will help you to adapt your creation or your photo to the chosen design:

-position pointers, allowing you to place your photo

-direction arrows, allowing you to turn the photo

-possibility of zoom in or zoom out

You can choose a text from the text library, and adapt it according to the chosen design. Advice as to the personalisation of the text may be given for certain designs.

You can change the type size, colour or font of the lettering.

3 - General information on personalisation

Personalisation or customisation of your annnouncement.

These two terms are used to signify the creation of an annnouncement card, with the addition of a personal touch.

Anouncements personalised with a photo, are also called "photo cards"

Like clothes, announcement cards can also be "custom made".

With CARTELAND you can create a unique announcement card for any particular occasion.

N.B. All documents used for personalisation (drawings, photos) are free of rights

For more info see Technical support section

4 - Purchasing information

Selection

Make a quick search:

by type of card (eg announcement cards, thank you cards)

by event (birth, wedding)

by reference or illustrator.

Choose the card directly by looking through our site and clicking on it.

If you have an artistic penchant or prefer your own creation, go to the section "Your Creation"

If you still can't find what you're looking for, please feel free to contact us by email contact@carteland.co.uk

Personalisation or customisation of your announcement card

1) Click the chosen reference

2) Type or insert your text

3) Select the part of your text to which you wish to apply changes: font, colour(s) and size of the words. N.B.the layout may change radically, according to the changes made

4) Click 'view' to see your own layout. N.B. Be careful to keep a certain balance in your layout, use designs already existing on our site to help you.

5)Use one of the texts given in our text library. Click to insert it into your card.

6) Then insert your photo(s) where indicated. We advise a Jpg format, with a minimum resolution of 1280 x 768 pixels which may vary according to the format of the card chosen.

Card Format	Nbr of pixels	File Size
10 x 15	1024 x 768	1 Mo
15 x 21 (A5)	1600 x 1200	5 to 8 Mo
20 x 30 (A4)	2048 x 1536	8 to 10 Mo

Ordering prior to the birth

Baby has not yet arrived? Carteland offers its customers the possibility of receiving the envelopes several weeks ahead

1) Pre-order your envelopes! Receive your envelopes before the announcement cards or invitations and have them ready addressed so you can send the cards as soon as you receive them.

Once baby has arrived, confirm his birth on-line, by email or by phone with the final elements (date, name, weight, length) and your birth announcements will be printed as soon as possible.

2) You might prefer to receive the envelopes and cards at the same time, before baby's birth, in which case we will leave blank spaces for you to fill in the details by hand.

For this type of order, we advise against the 'glossy finish', so that you can write the final details on the card.

In need of extra annoucement cards.

You wish to order extra announcement cards.

If you used our services, you just need to contact us by email (contact@carteland.co.uk)

Minimum order

With CARTELAND, the minimum quantity to be ordered varies according to the different references

References	Minimum quantity
GI,CP,DSC	18
BN	16
Anne Geddes	20
HR/CR	9
Rectangulaires,carrés	18
BNA	9
Posters A3	2

Secure payment on-line or payment by money transfer.

When you confirm your order, you have a choice of payment method

By Credit card, you order on-line with secure payment SOGENACTIF, via our site: this is the simplest and quickest form of payment. Your account will be debited when you confirm payment.

The information provided is entirely coded, using the SSL (secure Socket Layer) system, and no third party can access this information.

We accept CARTES BLEUES, VISA, MASTERCARDS

By money transfer.

Samples

With Carteland, you will be sent one or two samples of announcement cards, free of charge, so you can take your time over making your choice and comparing the quality.

For more than two samples, and also for the request of any sample of the makes ANNE GEDDES or Intercard (even the first sample will be billed), you are asked to pay 2 euros per additional sample.

Only the statutory text will feature on the sample.

For any other request, please consult us at the following address: contact@carteland.co.uk

Are envelopes provided ?

For the order of any printed articles (except posters,calendars, place cards) CARTELAND provides the appropriate envelopes, even for postcards, which you are free to use or not.

For all our references (except certain references of the makes INTERCARD, BUROMAC, BUSQUET etc.), we offer plain white envelopes EXTRACLASS 120g.

For square and rectangulr format cards, you may choose envelopes illustrated with a stork.

For certain references of ANNE GEDDES, the envelopes match the announcement card.

5 - Transport

Carriage

All cards are transported flat, wrapped in heat-shrinkable film (except A3 format calendars) and packed in cardboard boxes.

Envelopes sent prior to the birth and additional cards are sent in padded envelopes, by ordinary mail.

6 - Delivery

Delivery dates *

Delivery is by TNT.

Delivery is generally within 1-3 days after your order has been received and confirmed by payment. An extra 24h should be added for certain of our collections (Intercard, Anne Geddes, etc.) .

We cannot be held responsible for delays due to postal services.

N.B: We cannot make delivery to P.O Box addresses

Delivery costs

A charge of £8 is made for deliveries to the UK.

For other destinations, please see the table here

Advice for successful delivery

To ensure rapid delivery of your order:

-Check the delivery address

-Ensure that your name or that of the recipient is on the letter box.

-Specify the building number, floor and door code.

-Try to be there, for a signature is required for all the packets we send.

N.B The delivery person will not necessarily be your usual postman.

If the address is incomplete, due to a mistake on your part, your packet will be returned to us within 10 - 30 days. In this case, we will have to bill you a second time with the delivery charges.

Change of delivery address

We can take into account changes in delivery address, as long as your parcel is not yet in the process of being sent.

If your order is with the carrier, we will give them the new address. The costs, which vary according to the carriers, will be billed to you.

In any case, please contact us as soon as possible at one of the following numbers:

7 - After-sales service

Problem with envelope size

Despite the utmost care and attention given to each order, mistakes can sometimes occur ( eg the wrong format of envelopes)

Contact our after-sales service by email (contact@carteland.co.uk) for the best answer to your problem.

Order not conform to request

In case of an obvious error on our part (typing or printing mistake etc) and on condition of a written complaint (email, fax or letter) sent within the limit of seven working days, after reception of the order, CARTELAND undertakes to reprint the cards free of charge.

CARTELAND reserves the right to request that you send back the whole order, before reprinting. In this case, if the error is due to a mistake on our part, we will reimburse the carriage.

Please contact our after-sales sevice as soon as possible

Returns

Personalised articles cannot be returned.

EXCEPT in the following cases:

-non -conformity with the on-line produce preview

-incomplete order

-Degradation of te packet.

Please contact our after-sales service, as soon as possible, to find a solution to your problem.

Certain of our collections, which we simjply retail (ANNE GEDDES etc)should be sent back to us before any reprinting

N.B. Carteland cannot be held responsible for errors in layout or typing mistakes, confirmed by the customer on preview of the product.

Your order is printed using an entirely automatic system, to reduce production costs.

8 - Cancelling an order

Personalised stationery

With respect to personalised stationery (eg announcemnt cards): if your order has not yet been printed, we can cancel it, but please contact us as soon as you have decided.

As soon as work has begun, when printing has been 'launched', you will be asked to pay a fixed charge of £7 because of the personal nature of the information, we cannot put the work to any use, so this represents a pure loss for us.

We will reimburse as quickly as possible the full amount of your order, less the £7 operating cost

If the order has already been sent, a fixed charge of £10 (including operating and delivery costs) will be retained on the total amount of your order.

In any case, your claim must be made within 7 working days of receiving your order, by registered letter, with acknowledgement of receipt.

The customer will pay for the full return costs, unless the claim is due to an obvious error on the part of CARTELAND.(eg: typing error, printing mistake etc.)

Please contact our after-sales service as quickly as possible for further informationand details on the procedure to be adopted.

Non-personalised items

With respect to non-personalised articles sold by CARTELAND (eg safety KIT):

The articles should be returned to us:

within 7 working days, following reception of the goods,

in their original packing,

in perfect condition,

with an accompanying letter, stating the reason .

The customer remains fully responsible for the transport and delivery of the goods, and for this reason we advise you to use one or our carriers, who will protect you in the case of loss or damage of your parcel during transport.

The customer will pay the full return costs of the parcel.