Help and F.A.Qs

We hope this section will answer any questions you may have about London Graphic Centre and our service. If you can't find what you're looking for, please contact us or visit us at our Covent Garden Store.

Deliveries

Same Day Delivery Now Available

  • We now offer Same Day Delivery to the following Central London postcodes: WC1, WC2, EC1, EC2, EC3, EC4, W1, NW1. N1, E1, SE1, SW1 . This service can currently only be processed over the phone.
  • If you spend over £75, we'll even send it for free
  • You've got until 1pm to order to receive it on the same day
  • Most of our products qualify for this service but there are some that don't. Be sure to confirm with our Customer Service team.
  • Please call our customer services team on 020 7759 4500 to get a quote and place your order

    You will be able to choose from the following delivery options when you proceed to our secure checkout.

    Mainland UK

    • Standard delivery: £3.99 (2-3 working days)
    • Free standard delivery on orders over £50.00
    • Next Working Day service: £9.99 (next working day if order is placed before 3pm, Mon-Fri.)
    • Next Working Day AM (before 1pm) service: £13 (if placed before 3pm, Mon-Fri.)
    • Next Working Day 10AM (7am - 10am) service: £15.99 (if placed before 3pm, Mon-Fri.)

    Please note that Next Day and timed orders do not qualify for free delivery.

    Premium orders received on Fridays will be delivered the following Monday (the next working day). We send orders via Parcelforce, who deliver on working days, i.e. Monday - Friday. Delivery can be anytime between 9.00am and 6.00pm (unless specified.)

    Overseas Delivery

    For all International Deliveries please call our customer services team on 02077594500 (international +442077594500) to be quoted via the phone and to hear further details of our terms and conditions.

    Overseas delivery prices apply for any delivery up to 30kg and delivery can take up to 10 working days.

In the event a Premium or AM delivery is held or delayed we will refund the Premium or AM charge and will only charge you the standard rate of £3.99.

London Graphic Centre will not accept responsibility for delays to deliveries caused by severe weather conditions, security alerts, national emergencies, "Force Majeure" and other uncontrollable conditions. We will also not accept responsibility for delays caused by incorrect addresses, refused deliveries or where a delivery is attempted but there is no-one in at the specified address.

All items delivered by Parcelforce will need to be signed for.  If no one is available to accept delivery at the specified delivery address, the package will be returned to your local delivery depot and a card will be left detailing how to arrange re delivery of your order. For orders shipped via Royal Mail that cannot be delivered, a card will be left and these can be collected at your local Royal Mail Sorting Office.

The team at London Graphic Centre will process your orders from Monday to Friday during office hours (excluding bank holidays). We use Parcel Force to deliver the packages and do not have a way of having parcels collected from us or delivered to you at the weekend or on bank holidays. The cut off point to ensure your order is processed that day is 3pm. Please bear this in mind when placing your orders out of office hours.

If you have opted to have your order delivered to our Covent Garden store, it will take 1 working day to pick if ordered before 3pm. Collection will be ready at London Graphic Centre from 2pm the next working day.

When your order arrives in store, we will contact you by phone or email to advise your order is ready for collection. Your order will be held for 14 days. If in this time your order is not collected, it will be returned to our warehouse and a refund will be processed in accordance with our returns policy.

When collecting your order, to protect you against fraud, please bring the following items with you:

  • Proof of Purchase– a printout of your order confirmation, confirmation email or invoice.
  • Suitable ID;– driving licence, passport or a payment card.

If you would like someone else to collect your order on your behalf, this is not a problem. You will need to advise us when we contact you to tell you your order is ready for collection.

The named collector will need to bring in:

  • Your Proof of Purchase – a printout of your order confirmation, confirmation email or invoice.
  • Suitable ID– their own driving licence, passport or a payment card with their name on it.

Returns

You can rely on London Graphic Centre.

We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. We understand that occasionally we all make purchases that we aren't 100% happy with, which is why we like to make life as easy as possible and offer a full refund when you return any unused items in a resalable condition and in their original packaging within 30 days.

Speedy returns: We endeavour to process your return within 72 hours of receipt. Depending on your bank/card issuer please be aware it can take between 3-5 days for the money to appear in your bank account, and for PayPal refunds within 1 to 3 working days.

We will refund the standard delivery charge if a delivery fee has been paid when a complete order is returned within the first 14 days of the invoice date. If the order is returned to us after 14 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge. For our full terms and conditions please visit londongraphics.co.uk.

If any product you purchase is damaged or faulty upon receipt, we may offer an exchange or refund as appropriate, in accordance with your legal rights. If within 1 year of purchase you return the product with your order confirmation and provided the damage is not due to customer negligence, we will provide either a replacement product or a full refund. Replacements are provided at no extra cost to you. This does not affect your statutory rights.

If you believe a product is faulty, you should notify our Customer Service Department (call us on 02077594500 (international +442077594500) or email us at [email protected] and arrange for return / collection of the product as instructed. Our policy on faulty products does not affect your statutory rights.

Please note that this policy does not apply to the following products:

Products that are made to order. These are subject to a separate policy explained at time of purchase.

Please note that for security reasons we cannot refund a different card from the one used for the original purchase.

Please also note that for security reasons we can only send out replacement items to the address used in your original order.

If the damage to a faulty item is deemed to be malicious, no refund (product, delivery charge, nor return postage) will be made.

If you wish to change or cancel an order before it has been shipped, please contact our customer services team on 02077594500. Please have your order number to hand.

If your order has already been shipped, please see our Returns, Refunds and Exchange information below.

Returns can be made a number of ways:

Collection

If you want us to arrange your return to be collected, please contact us on 02077594500. Please be advised a handling charge may apply.

Post

If you return your order by post, we recommend that you return the goods by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.

Please return the goods to the following address with a copy of your invoice attached:

London Graphic Centre
Returns
16-18 Shelton Street
Covent Garden
London
WC2H 9JL
United Kingdom

Exchange

If you wish to exchange your item please call 02077594500 to arrange your exchange and our customer services team will be happy to provide full information on how to do this. This does not affect your statutory rights.

Amazon

Unfortunately purchases made in our Amazon store have to be refunded by Amazon. If you have purchased through our Amazon Store, please call our customer service team on 02077594500 and ask for our Amazon Department, or use the returns section on our seller account in the Amazon website.

Click And Collect

Click and collect returns can only be accepted at the original store your order is collected from. Please ensure the returns form is completed and inside the parcel. You may be asked to fill a form at the till that requires a signature. Please note refunds can take up to 14 days to process and complete.

In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.

Please note that this policy does not apply to the following products: Furniture products that are made to order. These are subject to a separate policy, please see below.

Information regarding bespoke and products made to order are confirmed when the order is placed and payment is taken. This doesn't infringe your customer rights.

Non-defective Pantone products may be returned within 14 days of purchase for a full refund. Non-defective returned items must be new, unused in their original packaging and in a sellable condition.

In the event you have a complaint regarding a product or service purchased from London Graphic Centre, please contact us at 02077594500 (international +442077594500)

In the unlikely event that our Customer Service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to The Retail Ombudsman, which is a certified Alternative Dispute Resolution provider. We will respond to any complaint referred to us by them.

The Retail Ombudsman, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP Email: The Retail Ombudsman – Web: The Retail Ombudsman Tel: 0203 137 8268

Alternatively, if your complaint is regarding goods or services purchased from londongraphics.co.uk and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at www.ec.europa.eu/consumer/odr

Please note that following submission of your complaint on the EU platform, you will be directed to The Retail Ombudsman. You may therefore refer your complaint directly to them.

If your order hasn't arrived, or arrives incomplete or damaged, please contact us to report any issue within 48 hours. You can call our Customer Services team on 02077594500 (international +442077594500) Monday – Friday between 9am and 5.30pm or you can email us if it is more convenient at [email protected]. Please quote your order number to help us find your order more quickly.

If you have more than one item in your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please call our Customer Services team on 02077594500 (international +442077594500) Monday – Friday between 9am and 5.30pm or you can email us if it is more convenient at [email protected]. Please quote your order number to help us find your order more quickly.

Online Shopping

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, split into either product types or branded types.

Alternatively, if you know exactly what you want, just type in the product code, product or brand name into our search facility at the top of the page, and we will find you everything related to your specific search.

Once you have found what you are looking for, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

As an online business we act fast to amend our prices in response to trends, stock availability and demand from customers. It is our general policy not to refund the difference.

No, but it will make it make shopping much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, as well as exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever you prefer.Click here to sign up.

Just follow the easy steps on screen and remember to have your payment details and billing address of the credit card to hand.

If you don’t find the information you are looking for on the product page please contact our Customer Services team or visit your local store where we will be happy to help and advice.

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

Our Store

London Graphic Centre
16-18 Shelton Street
Covent Garden
London
WC2H 9JL
United Kingdom

The easiest way to sign up for our newsletter is to register for an account. You are not required to make a purchase, but when you are ready to shop, you will have a head start as all your information is easily available to use.

We like to give you plenty of payment options, so you can use any of the cards listed at the bottom of this page. We take security very seriously indeed, so your details will be safe with us.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

We also accept Paypal.

Currently you can pay using British Pound Sterling £.

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

Once you have signed up, you will be able to log into your account at any time. Once logged in you can change your password, email address, delivery information and card details.

If you have not visited us in a while, it is worth checking your account to make sure all your details are up to date.

Please make sure you type your code to the appropriate box when you check out, and select add code to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

Please note only one discount offer or promotion code can be used per transaction.

Discount codes cannot be redeemed when buying gift vouchers.

Please always check any further terms and conditions supplied with the code as some vary.

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing or adding an item, changing the delivery address or any payment methods.

To cancel your order please call our Customer Services Team:

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected].  Please include the order number and description to avoid any delays.

Once your order has entered our dispatching process we will not be able to make any changes. In these circumstances you may return goods by using our returns process.

Under UK Distance Selling Regulations, you have the right to cancel your contract with us within 7 working days of receiving your order. You will need to advise us so we can issue you with a full refund and return the cancelled items to us. However all our products are covered by the London Graphic Centre 30 day refund or exchange policy. We are happy to exchange or refund any unwanted product provide that it is returned to us within 30 days of receipt unused, and in its original undamaged packaging with a proof of purchase (i.e. order number, order confirmation or packing note).

If we do not receive the cancelled items back, we may arrange to have them collected at your cost.

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.

In all cases, the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

If you decide to cancel your order please call our Customer Services team:

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]. Please include the order number and description to avoid any delays.

We want you to buy with confidence from us and to understand all your Consumer Rights. There is a telephone and online service offering information and advice on consumer issues which is funded by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.

Click here for more information.

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.

You can also type in the product or brand into our search facility (at the top left of the website) and we will find you everything related to your specific search.

Alternatively, please contact our Customer Services Team.

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

If you are under 18, we are not permitted by law to sell you intoxicating solvents – examples are solvent based glues, aerosols, correction fluids, marker pens and thinners.

Whilst the minimum legal age to buy spray paint is 16, LGC is part of a voluntary scheme supported by the Metropolitan Police, The Mayor of London’s Office and Westminster Council that restricts the sale of spray paint and wide markers to anyone under the age of 18.

If you are under 18, we are not permitted by law to sell you the following items:

  • Intoxicating solvents - as above
  • Knives (including blades)
  • Cans of spray paint

By completing the checkout you are confirming that you are of the required age.

A link to this is provided in the order confirmation email sent to you after the order is placed. Alternatively log into your account and select order details and the receipt can be printed or please contact our Customer Services team by email: [email protected]. Please include the order number and description to avoid any delays.

Technical Queries

If you are having any problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more here.

If you are still having problems, please get in touch with our Customer Services team, who will be able to place the order for you and investigate the problem. To help us solve the issue for you, please include as many of the following details as possible:

Your Operating System (e.g. Windows Vista, Mac OS X).

Internet Browser (Internet Explorer 8, Firefox, Safari).

What URL you were trying to access (e.g. ???????? ).

What date and time the problem occurred.

Please copy the screen using the PrtScn(Print Screen) button to copy and paste into the email or simply highlight and copy and paste any error message that appeared on the screen.

Our Customer Services team can be contacted:

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

If items are disappearing from your shopping bag this is likely to be because our stock position has changed since you added the item to your basket. When this is the case a message will appear in the shopping basket to tell you. It could also be because you are using your internet browser's 'back' button, rather than selecting the 'Continue shopping' links on the shopping basket page.

If you are still having problems, try deleting the cookies on your PC. Simply select 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and select OK.You should then be able to start over again.

When shopping with us or accessing your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we will remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to your account.

If you are not receiving our emails or our regular newsletter, you could be missing out on our latest offers, discounts and new product information.

One of the most common reasons for this that your email software is marking emails as junk mail and sending them to your spam folder. To stop this from happening, please add London Graphic Centre to your email address book.

If you have checked this and are still not receiving the newsletter check your registered email address in 'My Account'.

If you need any further assistant please contact our Customer Services team:

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

It is safer than it ever has been. We use a very secure online ordering system, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We use SSL certificates from GeoTrust® for ultimate online security and trust delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

The presence of SSL means you can rest assured that communications (e.g. credit card numbers, names and addresses) between your browser and this site's web servers are private and secure when the SSL session is activated.

We are also a member of SafeBuy, the UK's leading consumer assurance scheme with the only eCommerce Code of Practice that has completed Stage One of the Consumer Codes Approval Scheme run by the Office of Fair Trading. The SafeBuy Hands Seal is an assurance that a website is trustworthy and provides a high-quality service. The Code, amongst other things, requires web retailers to:

  • Adhere to the terms of the Sale of Goods Act, the EU Distance Selling Regulations and the EU Directive on Privacy and Electronic Communications.
  • Conform to the Data Protection Act 1998.
  • Provide security for the processing of credit card transactions.
  • Include physical location and contact details for themselves on their website.
  • Display the total price consumers must pay for goods including delivery costs and provide a clear explanation of the delivery procedures.
  • Advise the consumer if 'cookies' are required for the processing of data.
  • Not use 'spam' for marketing purposes.
  • Avoid exploitation of children.
  • For more details about Safebuy please click here.

We take your security and privacy very seriously and do not pass on your details to anyone else, save for those parties involved in processing your order.

Please read our full policy here.

MasterCard SecureCode is a service that password-protects your MasterCard credit, debit or Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.

You'll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

To find out more information about these services visit the MasterCard SecureCode website.

Payment can be declined for a number of reasons. Try checking the details in your London Graphic Centre account to ensure that the card details such as the start date and card type are correct and your billing address is the same registered to the card.

If the problem persists, try contacting your bank or card issuer.

If you are still experiencing problems please contact our Customer Services team:

By Phone: 02077594500 (international +442077594500)

By e-mail: [email protected]

The London Graphic Centre Commitment

At London Graphic Centre we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

We will use all reasonable means to deliver the items you have ordered in excellent condition within the time stated for the delivery service you have selected. Should any problems occur we will do our best to rectify the problem and find an outcome that satisfies for you.

If your order does not arrive on time please contact our Customer Services team and we will respond as soon as we can.

By Phone: 02077594500 (international +442077594500)

By e-mail: [email protected]

Please include the order number and description to avoid any delays.

If your order was not what you were expecting please contact our Customer Services team and we will reply as soon as we can.

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

Please include the order number and description to avoid any delays.

In Store Help

Our store is located at Covent Garden London:

London Graphic Centre 16-18 Shelton Street Covent Garden London WC2H 9JL United Kingdom

Christmas Eve:

12.00 – 17.00

Christmas Day:

CLOSED

Boxing Day:

12.00 – 18.00

December 27th – 30th:

09.30-19.00

New Years Eve:

12.00 – 17.00

New Years Day:

CLOSED

Monday:

09.30 – 19.00

Tuesday:

09.30 – 19.00

Wednesday:

09.30 – 19.00

Thursday:

09.30 – 19.00

Friday:

09.30 – 19.00

Saturday:

09.30 – 19.00

Sunday:

12:00 - 17:00

Closed on some public and bank holidays. Contact the store for more information.

Gift Vouchers

Gift vouchers are available for purchase from our store. They are available in £5 and £10 denominations.   Please note gift cards cannot currently be redeemed online and are only for use in store.

London Graphic Centre gift vouchers are for use in our Covent Garden store. They are unfortunately not redeemable against purchases made online.

Please see our Terms and Conditions for further information.

We are unable to replace lost vouchers, however if you voucher is damaged, please contact our Customer Services Team for further assistance.

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]. Please include the order number and description to avoid any delays.

Customer Services

Here at London Graphic Centre we aim to provide customers with an enjoyable, hassle free shopping experience, but unfortunately from time to time things do not always go as planned. If things do not go to plan we have put together all the information you need in our Help section which is specially designed to help you find answers to all our frequently asked questions.

In the event you do not find the answer you are looking for, please contact our Customer Services team who will get back to you as soon as possible:

By Phone: 02077594500 (international +442077594500)

By e-mail:[email protected]

Please include the order number and description to avoid any delays.

Social media and marketing

For more information about Press and Media relations please contact [email protected]

For any advertising or promotional opportunities please email [email protected]

Suppliers