FAQ

You can either log in to our website or contact our Customer Service at 0800 9753 003 or service@adlerglobal.com and we will gladly make the changes; Note: once an order goes to Production we might not be able to process changes.

The minimum quantity that can be ordered for each product is listed on the website.

The total cost of your order will include the product cost, set up charge, and shipping & handling. Depending on your location taxes may also apply. Refer to the website for your itemised total on an individual order basis.

We want your order to be perfect. Orders are released to production when all information has been received to complete order entry. If you receive an email or call about your order being on hold, it may be for any of the following reasons:

1. Artwork may not have been submitted, preventing us from proceeding with production.
2. The shipping address and shipping method are incomplete and are required for us to deliver your order.
3. Purchase order numbers are required to process an order.
4. If personalisation is being purchased, the list of names is required before we can move to production.

Our communication will explain the reason for the hold. If anything is unclear, please contact our Customer Service team at 0800 9753 003 or email service@adlerglobal.com.

We are very sorry this happened and we want to correct your problem right away. Please contact one of our Customer Service Representatives at 0800 9753 003 or email complaintUK@adlerglobal.com. Please have your sales order number available for reference. We look forward to resolving any problems with you.

We are committed to resolving any product issues or decoration errors. Before proceeding with any order remake, we will review the artwork with you and review the order details together.

After your online order is placed, you will receive a few e-mails from our company. The first e-mail is sent from our website to confirm your order was received and will include the details from your online order. A second e-mail - our "order confirmation" e-mail - will be sent confirming your order was reviewed and has been accepted for processing (usually within 1 business day of placing your order). If your order included artwork, the e-mail will also provide a link with instructions on how to review and approve your artwork.

Due to high levels of online fraud, we reserve the right to accept or decline your online order for any reason at any time. In some cases, additional information or verification is needed before your order can be accepted. If additional verification is required, we will attempt to reach you via email or phone using the information provided with your order. If we are unsuccessful in our attempts to contact you, we may choose to refuse or cancel your order.

The delivery time consists of the production time and shipping. The production time depends on the product, its availability and the type of personalisation. You can find this information on our website on each product page. The goods are usually shipped with DHL with an average delivery time of 2 working days. If you need your products at particularly short notice, we also offer shipping as DHL Express. Additional fees apply.

If you need your promotional products quicker, you may want to choose our express delivery option (additional charge: £45.00). Please call our Customer Service Dept. for cost and exact delivery times at 0800 9753 003 or contact us by e-mail: service@adlerglobal.com

Shipping costs depend on the order value (subtotal excluding shipping costs):

Under £350.00 – £9.90 shipping
£350.00 to £649.99 – £15.90 shipping
£650.00 to £999.99 – £34.90 shipping
£1,000.00 and above – £45.00 shipping

Yes. To track the status of your order you will need to log in to your account. Once logged in, go to the My Order History tab and click on the "View all orders" link on the top left side. In this screen you will be able to view the status of your order as well as check the DHL tracking for your order once it has been shipped.

We regret to inform you that we do not ship outside of the United Kingdom. If you wish to ship your order out of the UK, we recommend having your order delivered to a UK shipping address and forward the merchandise to the country of choice.

The limitations for the imprint length vary by product as displayed on our website. You will not be able to enter an imprint that is longer than the maximum number of characters allowed.

Adler uses a range of decoration methods to apply logos, depending on the product and material. This includes everything from Digital Full Colour, Laser Engraving, and Silk Screen to Embroidery, Deboss, or Heat Transfer. The decoration method(s) available for each product are selected based on providing the best and most consistent results in quality and look.

Send us a sample of the font style along with your order and one of our graphic artists will match it to the best of their ability. You can also discuss it with your Personal Account Representative or one of our Customer Service Representatives when placing your order on the phone.

Yes. You must approve this proof before we put your order into production. We can send this proof via fax, email or regular mail.

This is a sharp image of your logo, 300 dpi or higher, along with any text you wish imprinted. The artwork your printing company made to reproduce your logo on your business forms OR your logo printed from a laser printer are both excellent for our use.

Vector art is a design (such as your company logo) created with lines and points that can be scaled to any size without losing resolution. This is our preferred artwork formatting.

If your imprint exceeds the maximum number of characters Adler will recommend alternative options, some of which may incur additional fees. For example, in some cases, we can accommodate multiple decoration locations to fit all the content you need. We can also convert text to art to help make it fit into smaller spaces.

An individual name personalisation is available on select items, as advertised on the individual product page on our website. Fees apply and vary by item and decoration method. For individual personalisation, email your list to us at service@adlerglobal.com and we'll take care of the rest.

Yes, we can add a QR code on most products with a large imprint area. If you already have a QR code, simply send it to logouk@adlerglobal.com. If you do not have a QR code, we can create one for you if you send us your URL code. Remember that QR Codes need to be large enough and printed on a smooth surface to be readable.

We offer colour logos on some of our products as shown on our website. All you need to do is send your coloured art work to logouk@adlerglobal.com. We will match your colours as closely as possible but cannot accommodate PMS matching. You will be sent your colour logo for verification and approval before we proceed with imprinting.

We can accommodate pictures on some products where full-colour logos are offered. For details on which products offer these options, please refer to our website or contact our customer service team.

Artwork may be modified to best fit the product.

We only offer pen and notepad refills for a select group of products, as listed on our website. Adler does not carry calendar refills. We advise you to visit your local office supply store to inquire about generic refills or inserts. You can also call or email us to re-order new pens or Pocket Pal diaries.

Please contact us at service@adlerglobal.com or by phone at 0800 9753 003. We will need the following information to set up your account to send the catalog:

Company Name,
Name of Contact Person,
Mailing Address,
City, Post Code,
Company Phone Number,
E-mail Address

We are happy to send a sample of any item with a value up to $10 at no charge. For all other items, you can get a sample for the lowest price available on that item. Samples come with a random imprint. All sample requests are subject to review. To request your sample, you can click on the "Request a Free Sample" link on qualified product detail pages or contact our Customer Service department by email at service@adlerglobal.com or by phone at 0800 9753 003.

You can purchase any of our products without any decoration except for a handful of retail brands as noted. Please be sure to mention this when placing your order.

Some samples can be purchased without imprint using a credit card. Please contact Customer Service at service@adlerglobal.com or by phone at 0800 9753 003 for your request.

Yes. To change your password, log into your account and click on "My Account" in the page header. Next, click on the "Account Settings" icon. This section will show you your account, details, and password information. Simply add your new password and click Update details. Please remember that passwords are case sensitive so they must be entered exactly. When setting your password, we recommend you don't use common words or names that could easily be guessed by someone else.

If you forget your password, you can either click on the "Forgot your Password" link. You will need to enter your email address. We will then send you an email with a link and instructions to reset your password. In addition, in the check-out process you can use the “Send me a sign-in link instead” option and access your account quickly. We will send you an email with a link which once you click will prompt your account information.

By signing up and giving us your email address, you will be the first to find out about our special offers. Simply go to “Sign up for Exclusive Offers” on the page header and enter your email address and click "Submit".

Coupon Code is a type of coupon entered in your cart that will allow you to receive discounts on selected items or orders.

In your cart, you will see a field labeled "Coupon Code". Enter the code here and click "Apply". You will see a success or error message after your promo code has been processed.

In most cases you can only use one promotion at a time. However, there are exceptions. Make sure to check the details section of your promotion or contact our customer service team.

Yes, Coupon Codes have expiration dates. Order quickly and don’t miss out!

Some Coupon Codes are exclusive to certain items and can only be used once. For any pricing and product inquiries please call or chat with our team. You can also email us at service@adlerglobal.com.

For assistance, please give us a call. After hours, you can email us at service@adlerglobal.com and we will get back to you as soon as possible.

There you will find the ordered items for each order, the current processing and shipping status, tracking links for shipment tracking, as well as all stored order documents and details.

Once your order reaches the status "Packed and ready for dispatch", the shipping label with the tracking number is printed and appears in your history. However, for the link to work on the carrier's website, the package must first be picked up from our warehouse and scanned. Please simply try again late in the afternoon or the next morning.

To do this, click on "View" in the overview. On the details page, you will find a precise breakdown of all costs (incl. VAT and shipping), a direct button to pay, and a printer icon to save the page for your records.

After you place an order, it first goes through our internal processing systems. Therefore, it usually takes between 30 minutes and a few hours for the order to become visible in your account. For very late orders, it will appear by the next morning at the latest.

Yes! All your orders – regardless of whether they were made directly in the webshop or offline – flow into the same history once they have been processed in our system.

If you order from us offline but do not yet have an online account, a profile linked to the email address provided during the order is automatically created for you overnight. For security reasons, we do not assign standard passwords. When logging in, simply click on "Forgot password". This allows you to securely set your own password and then access your history directly.