WebPrinter Frequently Asked Questions

Frequently asked questions

Questions about ordering

You can choose between Credit or Debit Card or you can pay via Smart EFT. All payments are processed through PayU, our external payment service provider. This ensures more security for WEBPRINTER and most importantly for you as our customer.

Payment can be done directly after you have placed the binding order. As soon as we receive the payment confirmation from the e-payment provider, we will start to process your order (subject to the condition that we have received printable artwork or your print approval if you have ordered the galley proof).

Sending artwork is really easy:

  • In the case of files with several pages, you will also find 2 pages in your template document so that you can work on the front and back pages separately.
  • The circled numbers identify the pages which you want to design, whereby (1) is always the cover sheet of your finished product.

As an alternative, should you experience any issues with our upload centre, you can send your artwork via e-mail to artwork@webprinter.co.za after placing the order. Please note that this e-mail-address is only used for data transmission, any information concerning your order will not be taken into consideration. Should you have any further hints or additional information please contact our customer service on (+27) 71 360 2405 or by e-mail to hello@webprinter.co.za

We do not process payment or deal with any payment information. All payments are processed through PayU.

We will send you a soft proof of your artwork for approval and we will only start production once we have received your final approval. If you are not happy with the proof, we will provide additional proofs, based on new artwork that you send us, We do not make any corrections to artwork. The first two soft proofs are provided at no cost, thereafter we charge a fee of R50 per proof.

Questions about production and delivery

The completion time of your order consists of production and delivery time. The shipping fees are already included in the final price that you’ve calculated on our website.

Our production periods:
  • Standard production: 3 working days – your order, artwork ready for printing and payment have to be with us until 11am on any working day for work to commence on that day.
  • Express production: 2 working days – your order, artwork ready for printing and payment have to be with us until 11am on any working day for work to commence on that day.
Our delivery periods:
  • Standard delivery:: 3-4 working days from completion
  • Express delivery:: 2-3 working days from completion
  • Overnight delivery:: 1-2 working days from completion

The above mentioned working days exclude Saturday, Sunday and public holidays. Working days are weekdays from Monday to Friday.

WEBPRINTER delivers to anywhere in South Africa, at no extra cost!

Of course – at your request, we will send the printed products with your address as the sender directly to your client without any information linking to WEBPRINTER. This service is completely free of charge, you only have to choose the option “reseller delivery” under sender address when calculating your desired print product.

Questions concerning your order

If you are logged in, you can see all relevant information and status of your order in your customer area and "order overview". There you also have the option of completing payments via e-payment and to transfer your artwork via our Upload center.

Yes – this is possible under the section “order overview” in the customer area. Select the print job and click on “view shipping details”. A tracking of your order is only possible if the order has been dispatched already and if the order has not been sent with a forwarding agency (in case of larger print runs).

Yes – You have the possibility to choose a job name for your print job which makes it easier to find and follow your job afterwards.

You can enter your preferred name into the field “job name” which can be found under the shopping basket and also on the order overview page.

This job name will be mentioned again on the acceptance of the print job and the order confirmation, as well as on the invoice and on the shipping label. Furthermore you can search directly for the job name on the order overview in the customer area on our website www.webprinter.co.za

If you need to cancel your order, you can do so directly in the customer area under “order overview”.

A cancellation of your order is generally possible before it is dispatched. We will need to charge you for any time and materials we’ve used up to the point of cancellation, therefore the sooner you cancel your order, the less it will cost. A small charge will apply if we’ve already processed your artwork and created your demanded proof.

Attention: Binding cancellations can only be done via your customer area. A cancellation via email, telephone or fax will not be accepted.

Your satisfaction is important to us! Our guarantee is the best quality at low prices. In the unlikely occurrence of defects with the delivered goods, we want to handle your complaint as easily and quickly as possible.

Please download our complaints form, fill it in and send it back to us with 5 samples of the defective prints.

Then we will check your complaint and get in touch with you. Please note that obvious defects must be reported within two weeks from receipt of goods.

Questions concerning your artwork

Please only use closed file formats:

PDF and JPG

Attention: If you save your PDF directly from a graphic program, please make sure to use PDF/ X-standard (PDF/X3 or PDF/X1a). We recommend picking the additional setting “compatibility 1.3” when saving your artwork files. This will prevent problems with layers or transparencies that may arise during further work on your files in our workflow. and PDF 1.3 compatibility.

Yes – we can only accept and process print-ready files. Information on how to create your print file can be found in our artwork guide.

Artwork Guide

Please remember that your print data always has a bleed of 3 mm on each side to avoid white areas on your printed product. This means that background images and graphics should always be created 3 mm more than the actual format. Print data in open format is accordingly 6mm wider and higher than the actual format. For example, for A4 the size including bleed is 303 x 216 mm.

If this is not the case, there may be minimal deviations that lead to white margins due to machine-dependent interface tolerances.

Equally important design elements and fonts should be placed at least 3 mm from the final format (without bleed), and frames should not be used as boundary in the layout.

For more information, please see our artwork instructions

We collected all information necessary for creating your print files in our artwork guide.

Artwork Guide

Yes – our standard artwork check is for free and always included. During the standard artwork check, we verify whether your artwork is printable. If you are not sure whether your artwork is appropriate for an optimal printing quality, please choose our superior artwork check. During this artwork check, we will check your artwork regarding the most frequent error sources. The exact characteristics of both artwork checks will be clarified in the following question.

Our “Standard Artwork Check” is always included and the following will be checked:

  • if your artwork is provided in a closed and correct file format (PDF, JPG, TIFF, EPS or PS)
  • if the number of pages is correct
  • if your artwork is provided in the correct size
 We will scale your artwork automatically to the desired size (without bleeding) if the provided size is incorrect. Please note adjustments to the size, especially when scaling up the artwork (e.g. A6 < A4) can cause a decrease in the resolution and furthermore no bleeding will be added.
  • your artwork will be converted automatically into CMYK if it was created in RGB colour mode or with spot colours
 Please note that the conversion can cause colour differences.
  • if all fonts are embedded

Our customer service will contact you by email if your artwork presents any of the problems mentioned above. Please note that conversions of size and colour mode will be processed automatically and there will be no information. Furthermore, we will not check if the side sequence of your artwork is correct.