Please browse our list of FAQs and if you can’t find what you’re looking for, please get in touch with us!
COVID-19 April 2020 Update
Inline are following all government and NHS guidance regarding COVID-19. We remain fully operational with strict health & safety and social distancing measures in place. We are, as always, committed to ensuring that any changes to the current situation will have minimal impact on our clients so you are in safe and reliable hands. We will be constantly and carefully monitoring the situation so that all services continue to be as smooth as possible with minimal disruption to all concerned.
We have added some specific COVID-19 advice for Inline clients below but if you have any specific questions regarding our services, please do not hesitate to contact us and we will put your mind at rest.
For general advice and updates on Coronavirus please visit www.gov.uk
COVID-19 Advice for Inline Clients:
How are courier deliveries being affected?
Although Inline is fully operational, worldwide movement of all freight is being affected by reduced aircraft availability and reduction in capacity due to restrictions and cancellations that are imposed on passenger flights to/from affected areas.
To help you keep up to date with deliveries to impacted countries, you will find the latest update here.
Are courier transit times being affected?
For information on how Express shipping times might be affected by the current global situation, please see all updates on delivery times here.
How are airmail/postal deliveries being affected?
Royal Mail is working with their airline and postal/courier partners across the globe to maintain services. However, the number of countries that can be accessed is changing daily.
Most major routes remain open and they continue to accept and process mail.
There are significant delays to a number of countries right now due to a lack of available transport links and suspension of certain country’s postal operations.
We strongly advise not to end items to destinations listed as ‘on suspension’. For specific country updates, please refer to the Royal Mail International Incidents Bulletin.
What is the DHL Express Emergency Surcharge?
Please note that with effect from 1st April, DHL Express have advised us that all Express Courier shipments will temporarily, and until further notice, levy an Emergency Situation Surcharge for all international shipments.
This surcharge will allow DHL to cover part of the operating cost increases and the necessary air network adjustments during the time of this emergency situation.
Please find details of this surcharge below, which is also available to view on DHL’s website here (https://www.dhl.com/en/important_information/covid_19.html)
Cost per shipment:
– Up to 2.5 kg No charge
– 2.51 – 30 kg £2.25
Fixed charge per shipment
– 30.1 – 70 kg £13.50
– 70.1 – 300 kg £45.00
– >300.1 kg £180.00
What happens if my shipment cannot be delivered to the recipient or a customer refuses delivery?
If your shipment is unable to be delivered due to an incorrect address, then the courier may try and reach out to the recipient to arrange the delivery directly.
Alternatively, if an exception occurs our team will contact you to request further information and you will have 72 hours to provide updated details before the shipment is destroyed (free of charge) or returned (at a cost).
If we do not receive a response by the deadline or confirmation of your preference, then the materials will automatically be destroyed as per the courier’s regulations.
*Please note that the countries that do not permit this are Argentina, Kazakhstan and Russia, which means that it will be automatically returned at a cost.
Can I still arrange a collection in the UK?
Yes, collections can be made as usual and can be done via myInline. You will need to print all paperwork as normal and leave with the package for the driver to collect.
How are Inline’s in-country hubs affected?
Please find an update below regarding print & distribution services from our in-country hubs, which will be subject to change.
|Brazil||Operating as usual – delivery times may be longer than normal to some regions.|
|China||Operating as usual – delivery times may be longer than normal.|
|Colombia||Print production is available, but with limited staff. Lockdown extended to 25th May|
|India||No service – Lock down extended until 18th May|
|Russia||Operating as usual – delivery times may be longer than normal.|
|S. Korea||Shipping is continuing as usual – deliveries have not yet been affected.|
|Taiwan||Shipping will continue as normal – delays of 2-3 days for delivery.|
|Turkey||Operating as usual – delivery times may be longer than normal and advised to check businesses are open before dispatch.|
What is Inline doing to minimize the impact?
The safety and well-being of all team members is paramount to us and we have introduced several measures to safeguard against infection.
We have advised all office-based staff to work from home in line with Government guidance, and all employees who fall into the ‘higher risk’ category or live with someone that is vulnerable are now on leave.
Where our team is unable to work from home, we are implementing strict social distancing protocols across the business ensuring that staff remain at least 2 meters apart. We have also increased cleaning to include thorough disinfecting in high contact areas.
Do we need to use all of your services to be able to work with you?
No, of course not (although we would love you to)!
We offer a ‘hop on, hop off’ type of service so you are welcome to choose the services that best fit your requirements. We offer everything from design and translation, to print, fulfilment, storage and distribution and are happy to consult you on your needs.
There are however benefits of using all our services, read about them in our “One Stop Shop” Blog.
Does your office close down for any significant period (more than 2 consecutive business days) at a time? If so, when?
Yes, we will be closed during the Christmas period (24th December 2020 – 1st January 2021 inclusive). Please note that the last day to place an order before the Christmas period is 24th December (before 12:00 GMT).
What currency do you typically bill in?
All invoices will be billed in Pound Sterling (GBP).
What are the payment methods that you accept?
We accept all payments by wire transfer, or if you are located outside of the UK you can also pay via our online payment portal by card.
Storage & Distribution:
When is the cut off time for placing an order to be sent out from your warehouse?
The cut off time for all orders placed through the online ordering system is 14:00 (GMT), Monday to Friday (excluding holidays). If orders are placed after this time, we will despatch them the following working day.
What’s the difference between Economy and Express courier?
Both offer a traceable service. Economy courier has an estimated transit time of 3 – 7 working days and express is 1-5 working days. Express is always recommended for any important or time-sensitive orders such as workshop or exhibition deliveries.
Is post/airmail trackable?
No, this is a standard airmail service (regular post). Once a package leaves our warehouse we are unable to confirm when it has been delivered, or who has received it. Most packages are delivered between 7-10 working days worldwide. This is an excellent and cost effective option to send smaller packages when speed of delivery is not critical.
However, please do not use our postal services when sending to workshops/exhibitions. Even if the package is delivered, it can be very difficult to find your package once you arrive at the hotel/venue. We strongly recommend courier only for these type of deliveries.
When should I select Delivered Duty Paid (DDP) / Free domicile on myInline?
Delivered Duties Paid (DDP) / Free Domicile is available to be selected when sending documents or non-documents over 5kg to destinations outside of the EU. The charge for this service is an additional £12.50 per consignment.
By selecting DDP, you authorise Inline to make a payment for any charges on your behalf, which will be charged back to you at a later date. This means that the receiver is never asked for payment and the shipment is not delayed while awaiting payment.
Please note that should the receiving country apply taxes and duties, payment of these charges remains the responsibility of you as the sender and/or the recipient. We highly recommend you select DDP for all event shipments.
Which countries DO NOT accept DDP (Delivered Duty Paid) ?
Please see the full list below:
Afghanistan, Algeria, Anguilla, Armenia, Azerbaijan, Belarus, Cape Verde, Cook Islands, Cote d Ivoire, Cuba, Djibouti, Falkland Islands, Faroe Islands, Georgia, Greenland, Guam, Guinea Bissau, Guinea Republic, Iraq, Iran, Kazakhstan, Kiribati, Kosovo, Kyrgyzstan, Mariana Islands, Marshall Islands, Mauritania, Micronesia, Moldova, Nauru, Nepal, Niue, North Macedonia, North Korea, Palau, Russia, Saint Helena, Samoa, Sao Tome and Principe, Solomon Islands, Somaliland, Somalia, Suriname, Syria, Tajikistan, Tonga, Tunisia, Tuvalu, Ukraine, Uzbekistan, Yemen
Will I receive tracking numbers by email when sending courier shipments?
Yes, you will receive an email confirmation if you entered your email address in the recipient address field of Step 1 (Pick & Pack). This will also include a link to be able to track your package. Alternatively, you can find all tracking details in the ‘Tracking’ page on myInline.
Are my items pre-packed into a specific quantity?
We pack the exact quantities requested when an order is placed via the online ordering system.
How heavy will my box be?
We generally pack boxes no heavier than 10kg per box, and this also depends on the destination it is being sent to.
What is a TAX ID number and which countries require this for shipping?
Most countries in South America require an importer tax ID number (as well as full contact details of the receiver, including a telephone number). The tax ID number helps the shipment(s) to clear customs and failure to comply with these regulations will increase the chance of held freight, delays and possible returns. The list of countries that require this include:
Brazil (CNPJ for companies / CPF for individuals)
Colombia (NIT Number)
Ecuador (13 VAT Number for companies / 10-digit passport number for individuals)
Are there any special requirements when sending to certain countries?
Yes, please see the below guidelines for each country:
When sending parcels to China we strongly suggest supplying the address in both English and Chinese. The Chinese address can be added to the “special instructions” field in step 5 of myInline.
When sending parcels weighing over 1kg and for all non-document parcels, Indian Customs require the recipient to complete a special mandatory documentation – a ‘KYC Form’. They will need to provide this as well as a copy of their passport on request. We are unable to complete this form out on their behalf.
See our FAQ what is a KYC form for more information on this
All shipments going into Russia can no longer be declared as documents and will be classed as ‘Educational Booklets’. This will result in all consignments going through a regular customs clearance process. This may mean that shipments could accrue delays and ultimately compromise the estimated transit time, which will unfortunately be out of our control.
DDP is no longer available on any shipments travelling to Russia. This means, that the receiver will be required to clear any shipments in customs themselves, as well as pay for any outstanding taxes and duties that may be applied in order to release the goods.
Shipments going to private individuals are now forbidden and can only be sent to registered companies.
No promotional goods can be sent to anywhere in Russia. This includes items such as: pens, banners, cotton bags, sunglasses or power banks.
For any time-sensitive orders, or orders being shipped to an event in Russia, we highly recommend that you give yourself additional time in order for packages to be able to clear customs.
We also supply print, storage and distribution services directly from our in-country hub located in Moscow. Please contact us for more details.
When sending pens to the USA, a TSCA form will be requested by customs. A TSCA form confirms that the pens do not contain any chemical substances. We (Inline) will complete and forward this to the courier on your behalf so that the paperwork and package can be inspected by customs. Please be aware that this may result in a slight delay with your delivery.
What is a KYC form?
KYC stands for “Know Your Customer”, this is required for all courier shipments destined for India. Customs will not allow any package to change address or contact details on the KYC form once the order has been sent out. This has to be the original address/contact details, otherwise this will be returned (at a cost) or destroyed (free of charge).
To avoid having to follow the KYC process, we would recommend splitting document parcels into 1kg packages and we also supply print, storage and distribution services directly from our in-country hub located in New Delhi. Please give us a call to find out more!
Are there any destinations you would avoid sending promotional items to?
The most common countries we avoid sending promotional items to include: Bangladesh, Ecuador, Kazakhstan, Pakistan, Russia, Turkey, Ukraine and Vietnam. Please get in touch with us if you are unsure about an item you are looking to ship to one of these countries.
Why do you split orders?
This can occur for a couple of reasons:
1) If the shipment contains both paper materials and promotional materials (such as pens, USB drives, etc.). This is down to the customs in receiving country being problematic. By doing this, it aims to prevent your print materials being delayed in customs due to the promotional items being in the same box. There will also be an additional cost for splitting a shipment.
2) If you are shipping to a problematic destination, we also suggest splitting heavier packages into smaller consignments so they are not exceeding 5kg. This allows us to send the parcels as documents and avoid customs interference and charges.
If I am having something collected by Inline, do I need to print all of the collection paperwork or just those with barcodes?
Yes, you will need to print all paperwork received and leave this with the package for the driver to collect.
What time will a delivery be made if it was sent by courier?
If your package is out for delivery, it will be delivered before 6:00 pm (weekdays).
Do you have various locations/facilities around the world to print/store/ship from?
Yes, we have 8 strategically located hubs around the world. These include:
United Kingdom – head office
Will you be able to attach specific labels? Such as “Educational Materials’’ ‘’Not for Re-sale’’ ‘’No Commercial Value” or “Please hold for Guest: ____” if we supplied them to you?
Yes, we can attach any shipping labels that you require. Please make a note in the ‘special instructions box’ when placing your order online and upload the file directly to the page. We will print this out and attach to the package at your request.
Has your questioned been answered? If not, don’t worry, please either refer to our Best Practises PDF or get in touch with us and we will be happy to resolve any queries that you may have.
What are the artwork requirements when sending print ready artwork to you?
High resolution, print ready PDF
3mm bleed throughout
Images no less than 300dpi
You can read about our “Top tips for preparing artwork” in our blog
How can I send my artwork files to you?
You can use the Hightail portal to send larger items over to us.
The link is here: https://www.hightail.com/u/inline-marketing
How long will it take to print my item(s)?
The standard turnaround time for print production is approximately 5 working days from final sign off of the artwork. This is determined by the size and complexity of the job. If you want to know further details for a specific job, please check with the Production Manager.
Will I receive a proof before printing?
Yes, we will always send a low-res print ready PDF to you by email before we send anything to print. We will let you know if there are any issues with the artwork and give you the opportunity to supply new artwork files if required. Hard copy proofs are also available at an additional cost.
What do I need to do if I require changes to be made to my artwork?
If you require Inline to make any updates to your artwork it is always advised that you send us the source files for your artwork, if we don’t already have it on file. This should include the InDesign, fonts and links in a package, as it is safer to amend an InDesign file rather than a PDF file.
Can you supply branded promotional items like pens, USBs or other giveaway items?
Yes, we can source any type of promotional item that you may need. Please get in touch with us for more details.
Do you have a minimum or maximum order quantity?
No order is too small or too big! Please contact us to discuss your requirements and get a quote.
If you need assistance with your brand, from creating your initial brand strategy to the visual identity elements, contact us for a free consultation… we’d love to hear from you and help you to identify and tell your story!
Get in touch with us to discuss your project.
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