Order Questions

• Q: My shopping basket is empty when I select Order Now

• Q: Can I be notified when an item comes back into stock?

• Q: I have a discount coupon. How do I use it?

• Q: When will I receive my order?

• Q: How do I retrieve my digital downloads?

• Q: Can I track my order?

• Q: Which Courier service do you use?

• Q: Do you deliver outside the UK?

• Q: Can I change my delivery address after I have placed my order?

• Q: Can I have an order delivered to a different address than my home?

• Q: What if I am out when the goods are delivered?

• Q: What should I do if there are missing items in my delivery?

Product Questions

• Q: How do I use the Blender?

• Q: What's the difference between the markers?

• Q: What is the difference between water-based and alcohol based markers?

• Q: How does the referencing work in Tria?

• Q: How do I replace my damaged Tria nibs?

• Q: What do I do if I left the cap off my marker?

• Q: How do I stop my inked lines bleeding into my coloured work?

• Q: My markers keep bleeding through my paper, what can I do?

• Q: Which pad should I use for my work?

• Q: How should I store my Letraset Transfers?

• Q: How can I line-up my text when using Letraset Rubdown Transfers?

• Q: When I transfer my rubdowns I damage the paper behind, how can I stop this?

• Q: Can I add transfers to 3D objects?

• Q: I've got another question about a product, do you have any more help/info?

Order Questions

• Q: My shopping basket is empty when I select Order Now

  A: Make sure you confirm the quantity required by checking the box next to the product quantity.

• Q: Can I be notified when an item comes back into stock?

  A: Yes, but you must be registered first. Once you have registered you will see a 'notify me' button next to the out of stock item. Check this box to automatically receive an email. The email will be sent the email account registered in your account information as soon as the item comes back into stock.

• Q: I have a discount coupon. How do I use it?

  A: There is a box for the coupon reference at the bottom of the Customer Information page presented on checkout.

• Q: When will I receive my order?

  A: Your order delivery time will depend on your location and the delivery option you have selected. For full information about your order visit the Shipping and Returns page

• Q: How do I retrieve my digital downloads?

  A: Any digital products you order through the Letraset website will be stored in your personal account. To retrieve your digital items, log into your account and select the 'Download' link . Your digital products will be stored in the download area.

• Q: Can I track my order?

  A: Yes, if you have chosen our courier delivery service. When you place your order a tracking number is attached to the order. You can view your tracking number in your e-receipt, and in your personal online Letraset account. To view previous orders and associated tracking numbers log into your account and select the 'Review previous Orders' option.
  

• Q: Which Courier service do you use?

  A: Our UK courier is FEDEX. Other courier services will depend on the geographic location of the customer shipping details.

• Q: Do you deliver outside the UK?

  A: Yes we deliver outside the UK. Delivery charges may differ depending on your location. Read our full Shipping and returns information.

• Q: Can I change my delivery address after I have placed my order?

  A: Once you have placed your order with us, we are unable to change any of the information you have given us. If there is no-one to sign for your delivery, you will be left a card from either our courier or the Post Office inviting you to re-arrange delivery.
  
  Should you need to change your details, for example you have moved house, you can change your details online using the 'My Account' pages. Log in, select the 'Change Address Details' option and enter your new details, the new information will be updated within 24 hours. Please note that any orders placed before changes are made will be dispatched to your old details.

• Q: Can I have an order delivered to a different address than my home?

  A: Yes, when you visit the checkout you will be prompted to enter your personal details (for billing) and offered the option to copy your billing details to the shipping information section, or to manually fill in the shipping section. Simply fill in the shipping information section with the address details where you would like your order to be sent.

• Q: What if I am out when the goods are delivered?

  A: If there is no-one to sign for your delivery, you will be left a card from either our courier or the Post Office inviting you to re-arrange delivery.

• Q: What should I do if there are missing items in my delivery?

  A: For information about placing an order on the Letraset website visit the 'Shipping and Delivery' page in the 'Information' section of the website. If you have any further questions which are not covered by our FAQ page please contact us, we'll be happy to answer your queries.

Product Questions

• Q: How do I use the Blender?

  A: The artwork surface can make a difference to your results, we recommend you use a bleedproof paper to achieve optimum results. This paper is specially coated to lift the ink away from the paper to keep the inks wetter for longer and prevent ink form bleeding through multiple sheets. Using the blender takes practice and is a definite skill, unlike using water paints to blend.
  
  The key is to work as quickly as possible; most artists will keep the colours used for blending either to one side or in hand. To successfully achieve a blend you can lay down some blender ink before working on the area but this is down to individual preference, to blend two colours you need to work quickly keeping the ink wet and continue to work the area. The ink will appear more evenly blended when dry as the alcohol evaporates. This technique takes practice, try on scraps of discarded paper before going to your finished design.

• Q: What's the difference between the markers?

  A: ere are a variety of qualities unique to each marker, for a full description about individula marker characteristics please read our Which Marker? page.

• Q: What is the difference between water-based and alcohol based markers?

  A: Water based ink is light fast and acid free which is perfect for archival projects such as scrap-booking. They are also easily manipulated with water, you can use a water filled brushpen to blend and add washes to your artwork. Alcohol based inks provide vibrant, streak free flat finish and can be applied to a diverse range of materials.

• Q: How does the referencing work in Tria?

  A: Tria colour referencing is based on the intuitive colour system HSL; which stands for Hue, Saturation and Luminosity - the three basic elements used for determining any colour. For a full explanation of the colour referencing system visit the Tria Colour Space page.

• Q: How do I replace my damaged Tria nibs?

  A: Replacement and alternative nibs are available from your local Letraset stockist, these are called customising kits. To replace your damaged nib, remove the nib from the clear barrel by using a twist-and-pull motion. Then apply the new nib and housing using, the marker may need to rest for a few minutes to allow the ink to load the nib.

• Q: What do I do if I left the cap off my marker?

  A: If you have only left the cap off the marker for a couple of hours you should be able to replace the cap and leave to rest for a few hours to allow the ink to re-charge the dry nib. If the marker has been left for longer you may need to purchase a new nib. New nibs are available for the Tria Marker called 'Customising Kits'

• Q: How do I stop my inked lines bleeding into my coloured work?

  A: If you're using alcohol markers you need to make sure you are using a water-based fine liner such as the Letraset Fine Line Pen. Ensure your line-work is completely dry before adding colour. For best results try heat setting your line work before colouring.
  As an alternative method, try photocopying your line-work - you'll have the added benefit of producing multiple versions if you make a mistake, or want to try something new.

• Q: My markers keep bleeding through my paper, what can I do?

  A: Common soft papers will soak up the ink resulting in feathered edges and bleeding through sheets. We recommend you use a specially coated paper such as Bleedproof Marker Paper. Bleedproof paper is specially coated to lift ink away from the page making it easier to work with the inks and preventing the ink from bleeding through the pages. If you need to work on softer papers for sketches etc, try placing a sheet of greaseproof paper behind the sheet you're working on.
  

• Q: Which pad should I use for my work?

  A: Each pad has it's own unique qualities for specific purposes, for a full overview of the pad range and help in choosing the correct pad for your purpose view the product information page.

• Q: How should I store my Letraset Transfers?

  A: Protect your Instant Lettering sheet by replacing the backing tissue after use to prevent dirt and dust adhering to the sheet. Store Instant Lettering sheets flat, in a cool, dry place. With proper storage, sheets three years old will be as good as new.

• Q: How can I line-up my text when using Letraset Rubdown Transfers?

  A: As a guide draw a pencilled line on your artwork 1/8" (3mm) below the required base line of the text and register the spacemarks (small marks below the characters) exactly with the line. For more detailed information about using Rubdown Transfers visit the product information page.

• Q: When I transfer my rubdowns I damage the paper behind, how can I stop this?

  A: You may be pressing too hard when you transfer your phrase, image or character, only light pressure is required to transfer the design. If you are using delicate papers which can easily mark; try using Letraset's unique pre-release system. To pre-release the transfer, hold the sheet taught away from the surface and lightly rub over the item in mid-air. You should see the item become 'grey'. The phrase, image or character is now pre-released and only needs finger pressure to press it into place on the required art surface.

• Q: Can I add transfers to 3D objects?

  A: Yes, to add a transfer to a 3D object, first make sure the surface is clean and dry and use the pre-release method to transfer your chosen design. To pre-release the transfer, hold the sheet taught away from the surface and lightly rub over the item in mid-air. You should see the item become 'grey'. The phrase, image or character is now pre-released and only needs finger pressure to press it into place on the required art surface.

• Q: I've got another question about a product, do you have any more help/info?

  A: For information about how to use any of our products please visit the 'Product Information' page in the Letra-Active section of the website. Select the product you would like to know more about to view specific product characteristics and how-to information. If you have any further questions please contact us, we'll be happy to answer your queries.