What is your delivery terms?

In general we deliver to customers premises, but can also deliver to secondary locations, for example directly to fairs and exhibitions to save you money on trouble if you have to move it there. We do also have storage facilities and are able to keep goods for you and deliver in part or to multiple locations. Delivery times varies from product to product, most takes 15-30 days to produce and around 35-45 days for loading, transport, customs clearance and final transport to destination in the country (Counted on deliver to mainland Europe, Middle East and Americas will be quicker).

Can I buy from you even though I am living in a non– EU country?

Yes, we have plenty of non-EU customers, but prices might vary compared to what is published on website, due to different freight costs and different taxes in the importing country. Please send an inquiry to our customer service department, for a rapid answer.

Do you work 24—7 ?

No we don't , even if it might feel like it from time to time. We have normal office hours for our customer service tele agents, we do though give an answer within 8 hours to all email correspondence, and in most cases a lot quicker than that.

How come the price changed so much between two quotes we have received from you, im not complaining since it went down significantly, but would like to know the reason?

In general, due to our low sales margins, we only give quotes lasting for 7 days, if longer is necessary, then we can offer it, but it will be with a premium. On those occasions when clients wants to sign long term contracts, we can guarantee the price for up to one year. The reason the difference was so “large” was without knowing your specific case most likely due to the currency fluctuation, the difference in dollar can be as much as 20% in two months, which with our low sales margins will be reflected in the prices we offer immediately, but that can go both ways… - UP and DOWN….

Can I book an appointment with one of your representatives?

No. We don't send our sales agent out on the roads, we work only with sales over the internet and by telephone, its thank to this that we are able to offer such a competitive prices to our clients since we don't have to pay the high price of petrol and the wages during the travel.

Can I see your products?

We keep samples of some of our references in stock, and are able to send them by courier of your choice/cost within 24 hours. For full info regarding our sample procedure, PLEASE CLICK HERE

What is your quickest turnaround time?

Our quickest deliveries of a few selected references, can, if things goes optimal reach you in 7 days, but there will be a premium for that.

What payment methods do you accept?

We accept bank transfers and in some cases also LC´s (Letter of Credits)

What are your payment terms?

All new clients first orders are on a pro-forma basis, for orders over 3500 euro there is a 35%a deposit, and the rest to be settled when goods leaves factory. For follow up orders we are happy to send you an account application form to open a credit account for all subsequent orders which is subject to satisfactory Trade references. Your credit limit will be set accordingly. All other accounts will remain as pro-forma.

Can I order plain products without print or special packaging?

All products can be ordered plain and prices are given on the product page.

What is the minimum quantity I can order?

We detail the minimum quantity on in our letters but it is always worth giving us a call if you want smaller numbers as quite often we can marry up orders to enable you to get smaller quantities.

What colours can you print on my chosen product?

We can print any colours you require. We require a pantone colour (PMS) to give an exact colour match.

What is a pantone colour?

It is a universal system which defines the exact colour you want printed based on a breakdown of primary colours. Every colour has a Pantone Matching System (PMS) reference number. This is a system used throughout the industry to ensure any printer can match colours specified by any designer. The designer who originally created your logo or the printers who print your company stationary will probably have the artwork and PMS references. If you don't know your exact PMS no, you can take a look at this online guide: WWW.WEPRINTCOLOR.COM

Our logo consists of tints and half tones - will this come out OK?

It depends on the printing process involved. It may be that a halftone or tint needs to be printed on a separate solid colour. We would suggest that you let us see your logo; we will then be able to advise you on the best way to proceed and give a more accurate estimate of the cost or products that your logo would work well on.

Can I print 4 (or full) colour process?

We have a range of products that can be printed in 4-colour process (or full colour) as this is more of a photo type print rather than solid colours. Please contact us for details of products that can be printed in this way.

How do I supply artwork?

You can either email us or post us a CD with your artwork on. Your artwork needs to be supplied to us as an EPS File created in Adobe Illustrator. This is the most universally acceptable file format for line printing. For multi-colour work, please ensure that each colour is on its own layer, as this will enable us to colour separate your artwork and make modifications if required. Additionally, each layer must be clearly labelled with its colour reference and all fonts must be converted to curves or outlines before saving.

Do you give discounts to charities?

Please make sure that you state you are a charity when you first request your quote as we give special prices to charities based on their needs.

What do you mean when you state 'unders & overs' in your Terms & conditions?

Due to the nature of printing and the materials used, it is not always possible to judge the exact amount of products that will be produced & printed specifically for your order. Also we need to take into account spoilages and machine stoppages. Therefore, our terms and conditions state that your order is subject to unders or overs of up to 10% meaning you could get 10% more or less which are either chargeable or refundable if you have paid pro-forma.

I want to print a picture on a pen is this possible?

This all depends on the picture and the print area on the pen, if the picture is too detailed it will fill in, also if the picture is more than one colour this could be a problem (some pens can only be printed one / two colours).

Can I see a printed sample with my logo on?

We can provide a pre-production sample on high volume orders but you will need to pay for the product and the origination costs, although if you place the order you will be refunded the cost from your invoice.

What colours can you print on my chosen product?

We can print any colours you require. We require a pantone colour (PMS) to give an exact colour match.

How do I know it will be printed correctly?

You will be sent an artwork proof showing colour separations and logo layout. This proof will require approval before the products are personalised. We use the PMS reference numbers you gave us to ensure it is printed the correct colour.

I haven't got any artwork can you help me?

We can set simple text for you for a nominal charge. However to re-draw a web designed logo or design a logo from scratch would be priced for you individually based on the designers time. Suitable artwork is essential in order to supply your selected goods with a neat and clearly defined print. A business card or letterhead is NOT sufficient for final artwork

How do I place an order?

You can order by email, by post, by ringing +34 965 688 219.

My question isn't listed here - can you help me?

Please feel free to call us anytime on +34 965 688 219 or email us at INFO@IBALIN.COM with your query and we will be glad to assist you.

How long before we receive a response to our emails

All email requests will be responded to within 24 hour most a lot quicker than that.

How can an account manager assist me?

IBALIN is designed to allow our customers to locate and purchase promotional gifts quickly and easily. However, the nature of the items offered and the specific needs of our customers require a team of experienced and courteous representatives to help process orders smoothly. IBALIN account managers are trained to assist customers, resolve problems and smooth the way for a pleasant shopping experience. Our website details over 3.500 products , if you have specific needs, can't find the products you are looking for or if you encounter any other difficulty then please call +34 965 688 219 and an account manager will be on hand directly to assist you.

Do you have other products not listed online?

IBALIN is one of the largest online catalogues in the Europe and our product database is constantly changing reflecting the latest innovations in the industry. We have a team of specialist sourcing managers who on a day to day basis are working with our manufacturers to source more unusual products, so if for any reason you can't locate the product you are looking for simply contact one of our account managers on +34 965 688 219 for further advice or send a quick email.