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Help Centre.

Answers to all the questions and doubts that may arise while using our site.

QUESTIONS ABOUT PURCHASING.

If you can't find your question here, you'll probably find it by checking out our PURCHASING PROCESS. In case you can't either find the answer on that page, please contact us using this Contact Form and we'll answer as soon as possible.

Why buying print online is just better?

Because you'll get our best price, whatever the product you choose.

When making your purchase online you step into a fully-automated printing process with no management or production extra costs. Everything we offer at our online store is standardized so that savings are very substantial, and we transfer these savings to you.

The key to online printing lies precisely in these two major concepts:
Automating processes and Standardizing raw materials.
And this is what allows you to enjoy unbeatable prices as a customer.

Now, if your work requires further customization, don't worry, we also have good prices for you, a bit more expensive than online indeed, but still very interesting anyway.

In this case, please contact us using our Quotation Form and ask us what you need, our technical-commercial team will assist you as quickly and efficiently as possible.


How do I sign up?

The user registration system works as in any online store, through the login page or the Customer Area..

When accessing these pages you'll see 2 options:
a) Login. You are already a customer therefore you already own your access keys.
b) Create your account. Fill in the form and you'll be signed up as a user in our database.

In either case, keep your password in a safe place.

Very important: after filling out your basic contact data, please also complete your account information with your ID / VAT Number. If you act on behalf of a company please write down its name and, above all please provide at least a shipping address and a billing address. Afterwards, with every purchase you make, you will be able to add and manage more addresses at your convenience.


I forgot my username/password. What can I do?

When accessing the Login or the Customer Area you'll see an I forgot my password link. Please click on that link and follow the instructions, at the end you'll receive by email a link that will allow you to reset your password.


Can I change my username and password?

Yes, you just have to access your account on our online store and go to the change my info option. By doing so, you'll see that you can change your information at your convenience.


Can I delete my account?

Not from the online store. To remove your account from our database, Please contact us via our Contact Form and make a request. In a few hours you will receive our answer and the account will be deleted without problems.

Please note that in accordance with the General Data Protection Regulation (GDPR) you have rights to modify and delete all your data in our lists, so in case you wish to exercise them, please contact us.


How can I pay for my order?

Depending on the order amount (shipping cost not included) the online store will show you different payment options:

A. If your item's purchase price does not exceed 1000 € you will have to make payment for the product at the time of placing your order by any of the methods that we provide, as explained below.

B. If, on the contrary, your purchase amount exceeds 1000 €, you will have to pay 40% of the order amount in advance by any of the payment methods that we make available on the web, and the remaining 60% due on invoice receipt.

What payment methods are accepted?

If you choose an electronic payment option you will have to make the payment right away, otherwise the order will not be placed correctly.

a) Credit card payment. By selecting this option you will access our La Caixa Point-of-Sale (POS) Terminal , where you will be able to choose the credit card payment option. Apart from the security provided by accessing through your bank keys, The POS is an encrypted, SSL-protected payment gateway, so you don't have to worry about security.

b) Bank Transfer payment. In this case, once the transfer has been done, please send the proof of payment by e-mail to administracio@cevagraf.coop. The order will not be processed until receipt of this proof of payment.

c) PayPal payment. If you're a PayPal user, this is your best choice. By selecting this option you'll be able to pay by Paypal, which we assume you already know. All you have to do is what you are used to: just type your codes and complete your purchase.


I need personal advice. How can I get in touch with Cevagraf, SCCL?

You have different methods to choose according to your needs and preferences:

a) Contact Form.
By submitting your information through the Contact Form we will receive an email and we'll try to answer as soon as possible.

b) Mail / Phone
You can drop us an email to atencioncliente@cevagraf.coop, or contact us by phone at (0034) 93 586 12 50.

c) Corporate social networks
Also a valid (and easy, if you're used to it) contact method


Which countries are supplied by Cevagraf, SCCL?

CEVAGRAF, SCCL provides services to all European Union countries.

If you have any question, please contact us and we will respond to your printing needs as soon as possible.


Do you grant any discount?

At our online store we offer our best prices. Even so, if you think your print volume is big enough and would be interesting for both parties reaching an agreement in this regard, please contact us and we'll see what we can do.

As discussed in some other pages of this website, our purpose is to help our customers in the best way we can. We take care of special situations in this same way, providing the same specialized treatment to regular customers with a significant volume of sales as well as to new customers.

QUESTIONS ABOUT DELIVERIES.

If you can't find your question here, try looking at the SHIPPING AND TRANSPORTATION information. And if you can't find it there either, please contact us using this Contact Form and we'll answer as soon as possible.

How long will it take to make and ship my order?

Production and shipping times depend on the product chosen and the type of shipping selected when making a purchase.

For each product, once you are located on its options on the right side, you'll see below the price the text Production time. Well, here you will see that after calculating the price based on the specs you have chosen, you're informed about how many business days will be needed to produce your order after the final print file is approved by you (the final print file approval happens once you've uploaded the file and you give via e-mail your consent to print).

Then you'll have to add shipping and transportation times, which depend on the type of shipping chosen and the job weight. Therefore, once the order is in the process of delivery please contact our Customer Service, to better define the timing, at T. (0034) 93 586 11 45.


What circumstances can alter an order's delivery date?

The reasons for a delay may be diverse, it is difficult to sum up here all possible situations that may occur and cause a delayed delivery but, based on our experience, there are two kinds of reasons:

a) Production issues. Circumstances that may affect production, as e.g.:
Changing specs for a product after it has gone into production.
Machinery breakdowns during the product manufacturing process.
Any mistake during the production process.
Etc...

b) Shipping issues. Problems arising from shipping as e.g.:
Traffic jams and road accidents.
Mistakes made when planning the order logistics.
Etc...

In any case, these circumstances occur only exceptionally. Please note that we'll keep you informed at all stages of the process, and we will do our utmost to keep the impact as small as possible.


Can I set multiple delivery addresses?

In our online shop we offer an important advantage: you'll be able to choose up to 4 different shipping addresses for each product and model..

Here it is a possible example:
1.000 Saddle-Stitched Magazines in 2 models: 400 u. Mod. 1 // 600 u. Mod. 2

Mod 1, 4 delivery addresses:
Mod. 1, Address 1 → Test1 St.
Mod. 1, Address 2 → Test2 St.
Mod. 1, Address 3 → Test3 St.
Mod. 1, Address 4 → Test4 St.
Mod 2, 2 delivery addresses:
Mod. 2, Address 5 → Test5 St.
Mod. 2, Address 6 → Test6 St.

For all those products that allow to choose distinct models (after selecting the "more than 1 model" option), you'll be able to decide all the delivery addresses on the Shipment & Delivery form. It's that easy.


Is it possible for you to deliver orders on Saturday or on public holidays? Does that have any extra cost?

Our usual delivery times are Monday to Friday from 9 to 19 h. We have our own transport fleet, which guarantees that we can fully control the service we offer.

Therefore, and as an exception, we can address a saturday or public holiday delivery as long as we agree and the extra cost is of your convenience.. If this is your case, please describe your needs in the "Comments" field, and after reviewing them we'll meet your request and we'll tell you something in this regard.

In cases when we use an external transport, it is less controllable by us, therefore it is quite likely that we can't do anything as your product is not sent directly by us.


What are the shipping costs?

It depends on several factors, we can't set the exact costs until you make the purchase online and specify these aspects.

Details to take into account to get the shipping price:
a) The total weight of the shipment, which depends on the quantity you choose of a given product, and
b) The number of addresses.


Our delivery zones

Cevagraf, SCCL supplies its products to all European Union countries.

If you have any question, please contact us and we will respond to your printing needs as soon as possible.


Can I send a non-branded shipment? Will Cevagraf's brand appear somewhere?

We also offer the option of choosing between Cevagraf-branded boxes or neutral boxes, which can be useful if you intend to become a distributor or reseller of our products. You will see this options appear as drop-downs on all products

QUESTIONS ABOUT ORDERS.

If you can't find your question here, you'll probably find it by checking out our PURCHASING PROCESS. In case you can't either find the answer on that page, please contact us using this Contact Form and we'll answer as soon as possible.

How can I place an order?

Follow these steps:

a) Choose the item you want to buy. Please visit our homepage where you'll be able to choose from a wide range of products; then go on choosing and gradually refining your selection.

b) Choose the specs: quantity, format, number of pages, color, paper type, finishing, etc ..., until you fulfill and validate all drop-down menus that will appear

For each product, once you are located on its options on the right side, you'll see below the price the text Production time. These days are the minimum business days required to produce your order after the final print file is approved by you (the final print file approval happens once you've uploaded the file and you give via e-mail your consent to print).

Before knowing exactly when you'll receive your printed product, you have to meet several objectives. You should have...:
1) placed the order;
2) provided us the print files and
3) approved the print files, either at the time of uploading them, or after receiving our proofs. Only then the production time (shown in the product page) plus the shipping time will equal the days until delivery.

Please understand that in spite of sending us your files and directly approving them at the moment of uploading, we always perform a basic review (included in the price) and some issues may arise that might prevent the production process if not resolved on your part. Therefore, the print files are not considered as approved until the incident is resolved and although originally you gave us your ok, this is conclusive only after validation by our technical department.

If we don't find any issue with the uploaded files, your approval will be validated and used (after adding the production time that you saw when ordering) as a valid date in order to calculate the delivery date.

c) After choosing your options, you can add the product to your cart by using the ?Add to cart? button. Immediately after adding your product to the cart a window will pop up asking you if you want to keep buying or want to proceed to checkout. Choose your option to go to the next screen.


Can I place custom orders?

By "custom orders" we understand those products that, because of their specs, are not included in this online store, and are managed in an ?offline way? by our Commercial Department.

There is no problem on our part in this regard. We give these works (not included in our online store) a customized treatment and we are equally able to produce them smoothly.

You just have to make your product request through our Quote Form, After receiving the specs we will email you a custom-made quotation, and in this case the purchase process starts with the quotation approval.

The production process of an offline order is exactly the same as that of an online order, so you can rest assured that neither quality nor service will be inferior


Last month I placed an order. Can I repeat it?

Yeah, no problem at all. You access our online store again, go to your Order History, look at the exact options you chose and put them back into a new order. In addition, you can use the Save Favorite option to remember price and chosen options for the product you are buying and retrieve them later from My Account > My Favorites. This will allow you to easily order job reprints by just knowing their reference.

Please understand that reprint prices may be affected by changes in our rates, which may occur without prior notice from us, and therefore, even if you are reordering an old order, the price may or may not be significantly different, that will depend on CEVAGRAF, SCCL rates on that date.


Can I buy more than one product per order to optimize the shipping?

Yes, you can make your purchase by adding all the products you need and our system is smart enough to add all items chosen and make an estimate of the global cost of delivery. This case is only applicable when you choose to deliver everything to one delivery address..

If you choose several delivery addresses shipping costs will obviously increase, as there is more than one physical address. But all the goods going to the same location will be added in the same transport with a single shipping expense.

QUESTIONS ABOUT PRINT FILES.

If you can't find your question here, please contact our Customer Service at (0034) 935861145 or use our Contact Form and we'll answer as soon as possible.

How and when can I send you my files?

Our online store has an easy and intuitive print file management system. It is accessed via the customer's account username and password

This system is just a file browser allowing to manage your file uploads directly into our FTP Server. After the purchase is completed, we will access the server to pick up your documents and send them to Production. File uploading options:

A. You make the purchase and upload the print files. If your files are fine and after being validated by our technical team (and supposing you have not chosen the Professional Review), we move them to production right away.

B. You make the purchase but without file uploading. Our system allows this option too. We understand that, for very different reasons, it may be the case that you still don't have the print files but don't worry, you can place the order anyway.

After receiving your request we'll see that you haven't uploaded any file so we'll contact you via e-mail or phone in order to agree with you on this issue. Please understand that we can't proceed to production unless we get the files.

Once you've sent your files, we'll review them and, if everything is ok, we'll proceed to production. If we find any issue that has to be fixed up we will immediately contact you to get your instructions. Once everything is finally agreed, we will print the files.


How to set up my files for printing?

We have summarized some aspects to keep in mind:

• We always expect to receive print-ready documents, such as PDF or JPG. This type of files, if properly set up, can be printed directly and without problems and allow for a faster, trouble-free process.

• If your documents are in an "open" format, that is, made with e.g. InDesign, Illustrator, Photoshop or QuarkXPress, and depending on how you have sent them, that may result in an extra cost because we have to put some more work in order to convert these documents into a print-ready PDF.

• Our prices always include a basic review, and this means that converting your documents to PDF is included in the price. But as occasionally things may get complicated for reasons beyond our control, we reserve the right to charge an extra cost, as long as we can prove that we can't do the work because of the way the file was prepared. In this case you can arrange and resend the files and you will not be charged, as it's on you and your ability to solve the issue. Here are some of the most important technical aspects to keep in mind:

a) File Format: The optimal format is PDF. You can also send TIFF and JPG files.

b) Resolution: 300 dpi resolution is recommended.

c) Colour: Colour space should be CMYK. Any document set up using a different colour space, e.g. RGB, will be converted to CMYK. This may cause variations between the final colour output and colour on your digital document.

d) Bleeding: All of the images must bleed off 3 mm on all four page sides, in order to keep safety margins when trimming.


What formats can I use for file prep?

PDF is the preferred format. You can also send TIFF and JPG files.

But if your artwork is in a different format, don't worry, you still can send it to us and we will try to adapt it to a suitable print format, without extra charges.

In case we had to put extra work because the files are not well prepared we will inform you and then you'll have to make a choice:

a) Fix the issues yourself and resend the files, or

b) Pay an extra cost and we'll do the work.

Basic Review (free of charge) already comprises all these aspects about file formats, we only will charge an extra cost if the issues are so considerable that require an extra time to be fixed.


Which are the best tools for preparing my print files?

Any sofware that can create PDF files, such as InDesign, Illustrator, Freehand, Photoshop, etc. We work with all these tools and their different versions, because we understand that each client is used to different tools.

As we have already said, to send PDF is best practice. The above-mentioned tools are perfectly prepared to make a print-ready PDF.


Will you review my print files?

Any order you place with us includes a basic review of your print files. This review is essential in the stage previous to printing, as it prevents many issues that later may become real problems for both parties.

However, if you are interested, we offer a beyond-the-basics, professional review: It is a more detailed review and ensures reasonably that everything will go well.

Our technical team, specialized in both kinds of review, will thoroughly test your files so your product is printed and finished as you want, but please keep in mind that if you want to know beforehand what to expect from certain special finishings, the best is always to seek advice of our experts, who can give you a more detailed idea of what you are asking us at a technical level.


What's included in a Basic Review?

What follows is a list of aspects that will be reviewed in a generic way:

• Files are suitable for printing (pdf, jpg or eps files).

• Number of pages, page format and inks match the order placed.

• RGB Images (photos taken with digital cameras or downloaded from the internet) will be automatically converted to CMYK color mode. The standard used for this conversion will be PDF/X-1a.

• The overall quality of the work is adequate for printing, but only at a superficial level, a level at which the general elements will be considered, but without going into details such as pixelated images or broken fonts.

And if all this is OK, or is within minimum acceptable limits, we will submit your PDF directly to production assuming that by delivering it to us you have already verified on your part that both content and design are correct.

It is important to understand this latter point: unless you tell us otherwise, after the basic review we will print your document without submitting any digital or physical proof.

This service is not binding regarding the quality of the final product; we disclaim any responsibility related to any problem caused by improper file handling by the customer. Both Basic Revision and Professional Revision are services offered by CEVAGRAF, SCCL with the sole purpose of helping customers to properly handle their print files, and CEVAGRAF, SCCL is only liable for damages resulting from inefficient work on its part. Errors coming mainly from the original files will be responsibility of the client although CEVAGRAF, SCCL had not realised nor warned about the error occurred.


What's included in a Professional Review?

Thisoption is NOT automatically included in your order, you have to select this option in the product options dropdown to access the service, which includes the following reviews:

• Files are suitable for printing (pdf, jpg or eps files).

• Number of pages, page format and inks match the order placed.

• RGB Images (photos from digital cameras or downloaded from the internet) will be automatically converted to CMYK color mode. The standard used for this conversion will be PDF/X-1a.

• The overall quality of the work is adequate for printing, but only at a superficial level, a level at which the general elements will be considered, but without going into details such as pixelated images or broken fonts.

• We will check the overall image quality. We will perform a more extensive examination of the images to verify that all or nearly all of the photos in your artwork meet the minimum quality required and that they will look fine after your product has been printed.

• We will check that page bleed (3mm) has been correctly applied to the elements that require it. In addition, we will make the necessary arrangements as far as we can.

• We will verify that the dimensions applied to folded brochures are correct according to the product (bifold, trifold, 4-panel fold, folded leaflet...) and folding type (roll fold, Z-fold, gate fold, etc...).

• Safety margins on the page layout are correct, to avoid cutting important elements on the page boundaries (2 mm is the minimum required).

• That the transparencies applied are printed correctly (as long as these transparencies are applied to CMYK elements; it is important to know that today transparencies applied to Pantone spot colors require special intervention for their proper printing).

• In the case of die-cut products, we will check the die profiles.

• We will check spot UV's, stampings and embossings if the product includes them.

Once we have done this more complete review we will make a final report with the necessary points to be corrected or validated and will send it to your user's email. After you read it and respond, we will start the production process.

This service is not binding regarding the quality of the final product; we disclaim any responsibility related to any problem caused by improper file handling by the customer. Both Basic Revision and Professional Revision are services offered by CEVAGRAF, SCCL with the sole purpose of helping customers to properly handle their print files, and CEVAGRAF, SCCL is only liable for damages resulting from inefficient work on its part. Errors coming mainly from the original files will be responsibility of the client although CEVAGRAF, SCCL had not realised nor warned about the error occurred.


File upload is not working. What can I do?

If for any reason file uploading is not working, you can send your print files through alternative methods:

a) Using our Insite Prepress Portal, where you can get direct access to our prepress system.

b) By e-mail to atencioncliente@cevagraf.coop.

c) Or, via FTP systems like Dropbox or Wetransfer.

If you want to rest assured about any issue regarding your files you may contact our Customer Service.

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