Customer Self Serve Guide

A simple step-by-step guide to managing your orders, artwork and proofs through your instantprint account area. 

What can you do through your account?

Your instantprint account allows you to manage many parts of your order online, without needing to contact us.

Depending on your order status, you can use your account to: 

• View current and previous orders
• Check order status and estimated delivery dates
• View tracking information when available
• Upload artwork or replace an existing artwork file
• View, download and approve proofs
• Uploading new artwork to an existing order
• Requesting a manual proof if your artwork needs a closer look
• Downloading artwork you've used before
• Creating artwork using our online design tool
• Update your delivery address if your order hasn't left us yet
• Download invoices
• Reorder a previous product
• Cancel an eligible order that hasn't gone to print and request a refund

The options available may very depending on the stage of your order. Always check the options shown in your account area.

1. How to find your orders

Use this section to check the details of a current order or find a previous order.

• Log in to your instantprint account
  
• Go to My Orders
• Find the order you want to view
• Expand the order information to see the available details

Depending on the order, you may be able to view:

• Order number and order details
  
• Product specifications and quantities
• Current order status
• Artwork and proof information
• Estimated delivery date
• Tracking information, when dispatched from us
• Invoice details
• Available options to manage or reorder the product

2. How to upload artwork

Use these steps when the order is waiting for artwork.

• Log in to your instantprint account
  
• Go to My Orders and select the order awaiting artwork
• Click Upload Artwork
• Click Upload and select your file
• Wait for your automatic proof to be generated

Once your proof is ready, review it carefully.

• Happy with your proof? Click Approve or Approve and send for final check, depending on the option displayed.
  
• Something doesn't look right? Click My Proof is Wrong and follow the instructions to explain the issue or request a manual review.

After approval, our Studio Artwork Team will carry out the relevant technical artwork checks. They'll contact you if they identify any issues that need your attention.

3. How to view and approve a proof

If your artwork has been uploaded and a proof is ready, follow these steps:

• Log in to your instantprint account
  
• Go to My Orders and select the relevant order
• Click View Proof
• The Check your Proof window will open

From here, the available options may include:

• View your proof
  
• Download the proof
• Approve your artwork
• Change or upload artwork
• Add notes and request a manual proof

Important: Check your proof carefully before approving it. Make sure spelling, contact details, dates, prices, images, layout and positioning are correct. Your order won't go to print until the proof has been approved.

4. How to upload new artwork to an existing order

If your order is awaiting artwork and you need to upload a new file:

• Log in to your instantprint account
  
• Go to My Orders and select the relevant order
• Click Upload Artwork
• Click Upload and select your new file
• Review the proof generated from your uploaded artwork

You can then use the available proofing options to approve your artwork, make further changes, request a manual review through your account.

Please note: If your order has already progressed into production, you may no longer be able to replace the artwork through your account.

5. How to request a manual proof

If your proof doesn't look right or you need our Studio Artwork Team to review specific details, you can request a manual proof.

• Upload your artwork and open the Check Your Proof page
  
• Click My Proof is Wrong
• Follow the instructions provided
• Add notes explaining what needs reviewing, including any specific instructions
• Click Submit for Manual Review, or continue to checkout to place your order

Your notes will help our Studio Artwork Team understand your requirement and review your artwork. This will then be reviewed and a new proof generated and emailed back to you within 2 working hours.

6. How to download previous artwork created on the design online tool

If you want to access a design you've created before:

• Log in to your instantprint account
  
• Go to Saved Designs
• Find the design you want to and click Edit
• The design will open in the online designer
• Click Preview to download your file

Save the downloaded file somewhere accessible so you can use it again when needed. 

7. How to change your delivery address

If you've entered the wrong delivery address or need to update it, check whether your order is still eligible for an address change.

• Log in to your instantprint account
  
• Go to My Orders
• Select the relevant order and check it's current status
• If the order hasn't left us, look for the option to update your delivery address in your account area
• Follow the instructions to save the updated details, if the option is available

Please note: Once your order has been dispatched or is with the courier, you may no longer be able to change the address through your account. You may need to contact the courier directly to ask whether a change is possible.

If you can't find an address change option or need urgent help, contact our Live Chat Assistant through the Contact Us page.

8. How to download an invoice

You can access invoices for your orders through your account, so you don't need to wait for an email reply.

• Log in to your instantprint account
  
• Go to My Orders
• Find and select the order you need an invoice for
• Look for the invoice options within the order details
• Open or download the invoice using the options displayed 

Invoices aren't included in your delivery parcel. Keep your digital copy for your records or accounting needs. 

If you can't find the invoice for your order, our Live Chat Assistant can guide you through the next steps.

9. How to reorder a previous order

If you'd like to order a product you've purchased before, check your order history for an available reorder option

• Log in to your instantprint account
  
• Go to My Orders
• Find the previous order containing the product you want
• Open the order details and look for a Reorder option, if available
• Follow the instructions to review the product and order details before proceeding

Before completing your new order, carefully check the product specifications, quantity, artwork, price and delivery options. Make any necessary updates before paying.

Please note: Product options, prices and availability may have changed since your original order. Always check the details shown before placing your reorder. 

10. How to cancel an order and request a refund

If you've placed an order but need to cancel it, check its current status in your account area as soon as possible.

• Log in to your instantprint account
  
• Go to My Orders
• Select the order you want to cancel
• Check whether a cancellation option is available
• If your order is eligible, follow the on-screen instructions to cancel it and request a refund

Orders that haven't gone to print may be eligible for cancellation through your account.

Important: Once an order has entered production or printing has started, cancellation may no longer be possible. If you can't see a cancellation option or aren't sure whether your order has gone to print, contact our Live Chat Assistant as soon as possible.

If you cancel an eligible order, follow the confirmation instructions shown in your account to check the cancellation and refund details. Please allow up to 3-5 working days for the refund to appear back in to your original payment method.

11. How to check delivery and tracking information

You can check the progress of your order through your account.

• Log in to your instantprint account
  
• Go to My Orders
• Select the relevant order
• Check the order status, estimated delivery date and tracking details, where available

If tracking information is available, use it to follow your delivery progress.

For more information about delivery options and turnaround times, visit our Delivery and Turnaround page. 

If your order hasn't arrived by the expected date, allow one additional working day for a possible production or courier delay. If it still hasn't arrived, or your order is urgent, contact our Live Chat Assistant for help.

12. Need help with your account or order?

Many common tasks can be completed directly through your instantprint account area. However, some options depend on the status of your order and may not be available once production or dispatch has begun.

If you're having trouble uploading, reviewing a proof, changing a delivery address, downloading an invoice, reordering or cancelling an order, our Live Chat Assistant can guide you through the available options.

Tip: Have your full order number, starting with IP-, and your post code ready when asking for help. This will help our team locate your order more quickly.