HB&P, Help & FAQ’s, Help, FAQ’s, FAQ

Help & FAQ's

Back in 2012, co-founders Benjamin Chiu and Anne-Maree Wong shared a vision of offering more accessible and affordable personalised products. So they set out to start a local online shop that wasn’t restricted by minimum order quantities, lengthy production times, and little flexibility. Both hailing from Auckland, New Zealand, they decided to use a street name they both hold dear, Hurstbourn & Priors (right), to represent their company and their deep, personal investment in it’s core principles. As is usually the case, the company has since matured, expanding it’s personalisation options, augmenting it’s product range, and even taking on it’s colloquial, abbreviated name, HB&P. The new, more succinct title aptly embodies the evolution of the company while also staying true to the original namesake and the ideals it represents.

HB&P is a privately owned business specializing in high quality personalisation options for our entire range of products, as well as quick, efficient delivery straight from our workshop to your door. We have earned a solid reputation for providing quality products coupled with prompt, friendly customer service. We maintain our unique position in the market by regularly investing in new technology including engraving machines, printers, heat presses, hot stamping machines, and more. By doing so, we are able to offer a variety of personalisation options that ensure both the highest possible quality as well as quick turn around. We’re working hard to merge traditional personalisation methods with the latest design techniques and standards, allowing us to regularly put to market an array of new and exciting products. Check our Help & FAQ’s page for questions.

Help & FAQ’s

Below is a list of some of our frequently asked questions or FAQ’s. If you can’t find what you are looking for, feel free to give us a call or send us an email anytime and we’ll be happy to help.

 

FAQ Sections:

 

 

 

 

General Queries

How do I contact HB&P?

You can contact us by email, phone, or using our online contact form.

Do you have a physical store?

We do not have a physical shop, however you can visit our office and showroom in Tsuen Wan. Please call us in advance to arrange a visit.

What hours do we operate?

The HB&P online store operates 24/7 and our office hours are 0930-1800, Monday to Friday (excluding public holidays). For any enquiries, you can contact us by email: [email protected], phone: +852 8191 1595, WhatsApp: +852 6581 2595 or by using our online contact form.

 

Personalisation, Engraving and Printing

What personalisation is included with my product(s)?

All product prices include standard horizontal text personalisation of up to 50 characters for engravable products and one image for printed products. For additional printing or engraving (e.g. engraving on a trophy body and trophy plate, printing on more than one side) extra charges will apply. For an indicative quote, please contact us to discuss your specific requirements.

I want to engrave a logo on my award. How can I do this?

We can engrave most logos provided that you can provide the file in vector format (see below for file specifications). For traditional and laser engraving digital artwork must be black vector format. In some cases we can convert high resolution logos (conversion charges may apply). To check the suitability of your logo or artwork, you can email us at [email protected]

I have a design file prepared already, can I upload my design?

Yes, for selected products you can use our custom design tool to add text and/or upload photos directly onto our products. When viewing the product page look for the +CUSTOMIZE on the top left of the product image to open the design tool. For more information about our custom design tool and how to use it, please click here.

 

Artwork & Design File Specifications

Does my artwork file need to be in a specific format?

Yes, please send us your artwork in vector format. Please refer to the detailed file specifications below.
When uploading or sending us your artwork, you confirm that you have the right to use the image(s) supplied.

What is vector format?

The simplified, and short, answer is that they are files that do not become blurry or pixelated no matter how far you zoom in on them when viewed on a computer screen. As such, many software programs which serve as the main operating system for our printing/engraving machines, require vector formats in order to ensure the resolution is high enough to achieve a high quality finished product.

For more information on vector graphics, click here to view the Wikipedia page.

Acceptable vector formats are:
Adobe Illustrator (.ai or .eps file format)
CorelDraw (.cdr format)

  • All text must be converted to curves/paths.
  • All outlines must be converted to object/paths.
  • All objects/paths must be combined and not grouped.
  • All geometry must be of a professional quality with a reasonable amount of nodes (control points).
  • A vector format file containing embedded bitmaps is not a true vector artwork and therefore cannot be used.
  • White geometry cannot be used as a mask to hide any parts of design.
  • Overlapping geometries must be welded to form one path.
  • If the above guidelines are not met then artwork charges will be incurred.

Acceptable bitmap digital artwork formats
B/W bitmaps (TIFF, JPG, BMP, and @300dpi scanned 5 x actual mark size – max A4) can be used but will incur additional conversion charge. All conversion work must be confirmed by email.

Variable data; Personalisation – serialisation
Variable data (Names, serial numbers, etc) MUST be sent as an Excel file with one variable per cell, all within separate columns. Each engraving position is taken one cell at a time, for example cell A1 = John Smith. Type must be sent case sensitive. Front type, alignment, colour, etc are not important. Other file formats cannot be accepted for input of variable data.

If you are still unsure about the required artwork format, please call us on +852 6581 2595 or email [email protected]

Can I see a draft of the final artwork before you print/engrave my item(s)?

Mockups are purchased online. We then send it to you for your final approval before printing/engraving. Mockups include two complimentary revisions. Additional mockups must be purchased if further revisions are required.

 

Custom Design Tool

Why is the custom design tool not available for all products?

Products with reflective surfaces meant for traditional engraving, such as trophies, salvers, and plaques, are not included. The engraved effect is very difficult to exemplify in digital format, so we prefer to handle the design directly with the customer. Please contact us in these cases.

What types of files can be uploaded?

The design tool accepts most standard image formats, including .jpg, .png, and .gif. It may accept other image file extensions so please feel free to try and upload. If you receive the message “Image could not be uploaded” then it is an invalid format.

Are there any minimum or maximum files sizes for uploads?

Yes, all image files must be a minimum of 250 pixels (both width and height) and a maximum of 5000 pixels (both width and height).

Will this exact design be used to create the finished product?

No. The design tool is only meant to assist in creating a visual representation of what the final product may look like. Often times we will require a higher resolution image for printing/engraving, or may require special fonts to be sent to us. Additionally, we reserve the right to exercise our professional judgement to better fit the physical product.

 

Why do I need to have my logo converted?

Standard image formats such as .jpg, .png, .gif, and .tif may not always be print quality, high resolution files, especially if they have been saved from the web. Converting your logo from a standard image format, also known as bitmap, to a vector format will ensure your logo is high resolution. Additionally, it is the industry standard for many of our printing/engraving machines to require a high resolution vector graphic in order to produce a high quality finished product.

What are the advantages of having a logo in vector format?

Having a vectorized version of your logo means you always have a high resolution file on hand. This will come in handy for use in print advertising and marketing campaigns as they require high resolution images to print lossless photos or graphics, particularly in very large print adverts. In addition, most new smartphones and tablets come standard with retina quality screens which require a higher resolution than standard image sizes in order to utilise the full extent of the visual spectrum. Anything less will appear fuzzy and pixelated on screen.

After having my logo converted, what files will I receive?

We will prepare a .zip file containing your new vectorized logo in .ai (Adobe Illustrator) format, as well as .eps format, which is compatible with most modern design programs including, Adobe Photoshop & Acrobat, Corel Draw, GSview, and more.

 

Online Ordering

How do I place an order?

You can place an order at any time via our online store. For large orders, please contact us directly. Quantity pricing discounts are off the regular retail price and do not apply to promotional prices.

Do you really offer no minimum order quantity?

Yes! We strongly believe that our customers should not be forced to order tens, hundreds, or even thousands of products in order to personalise it with their own design.

Is there any price relief if I purchase large quantities?

This depends on each product but if you meet the quantity thresholds any discounts are applied off the originally marked price.

How do I pay for my order?

We accept bank transfer and credit card payment (via PayPal) for all website orders. We also accept cash and cheque payment.

Why does PayPal appear to have charged me US$1?

It has recently come to our attention that PayPal can temporarily hold US$1 while it does validity checks on your credit card but will NOT charge you.

When will my order be ready?

Processing times will vary depending on the size of your order, the personalisation required and stock availability. Once you have placed your order, we will contact you with an estimated delivery date. If you have a fixed or urgent deadline, please speak to us directly to discuss your requirements before placing your order. On many occasions, we have been able to fulfil orders with very tight deadlines and we will do our best to deliver what you need, when you need it.

 

Shipping and Delivery

What are your delivery options?

  • 1. Door to door delivery (“Local Delivery”)
    For Hong Kong delivery addresses we offer FREE SHIPPING for the entire order with a minimum order spend of HKD$1000.00 (standard stocked items), otherwise a standard delivery fee of HKD$100 will apply. IMPORTANT: If you require delivery to a residential address or address in a remote area please allow extra days for the courier to deliver. If it is urgent, the safest option is to local pick up from our office.
  • 2. Free collection from our Tsuen Wan office (“Local Pickup”)
    You are welcome to collect your order from our office in Tsuen Wan during office hours, 0930-1800, Monday-Friday. When your order is ready, we will contact you to arrange a suitable time for collection.

I am not based in Hong Kong. Do you ship internationally?

Yes, we do ship worldwide. All international deliveries will be charged the full rate as calculated by our international courier provider.

How do I qualify for free delivery?

If you spend HKD$1000.00 or more in a single order of stocked items, you will receive free delivery within Hong Kong. Please note for orders with multiple products, the entire order will be shipped together at the same time. Free delivery is not applicable for international orders.

How long will it take for my order to reach me?

For local orders, once your order is ready, delivery is typically made within 5-7 working days. For large quantities please contact us directly as longer lead times may apply. For international orders, we will advise the expected delivery date once courier arrangements have been confirmed. If your order is urgent, please contact us to discuss your deadline requirements. There is a 20% surcharge for urgent orders.

 

Return Policy

What is your returns policy?

Orders are non-refundable however, if you are not entirely satisfied with your ordered products, eg. they arrive broken due to delivery you must notify SF Express (or whatever courier was used) within 24 hours of delivery and also let us know immediately so we can follow up also. Products that have been personalised and shipping costs are non-refundable.

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