Support

Practical help for live accounts

Support pages cover ordering, lead times, returns, technical help, samples and account setup. They assume you already finish with foil or are opening a trade account, not browsing for inspiration.

POs should name grade, width, metreage, release preference and any batch continuity needs. Lead times split stocked metallics at Jet Park from indent pigment and security lines. Returns only apply when the roll failed as supplied; opened rolls that sat hot in a van are a different conversation.

Technical help is for mid-job problems: dull patches, picking, ghosting, soft-touch tear. Send stock, press type, temperature and a photo to foil@stampingfoil.co.za. Sample requests cover swatches, drawdowns and small trial rolls before you commit a long run.

Account setup starts with the Johannesburg desk even if you collect in Durban or Cape Town. Pair support with resources so the night shift has written starting points, and with solutions when you are shaping a programme rather than a single PO.

We answer email faster than mystery web forms. Include your account name and the job that is on press. That is usually enough to get the right person without a phone tree.

Credits follow a simple rule: if we shipped the wrong grade or a defective roll, we make it right. If the press window was wrong or the stock changed under a varnish we were not told about, we help diagnose but we do not invent a warranty.

Keep your account contacts current. When a night supervisor emails from a personal address with no PO reference, replies slow down. One line with account name and job number saves everyone a loop.

After-hours emergencies are rare and should be true emergencies: press down, launch tomorrow, stock mismatch on the floor. Everything else waits for the next business morning with a clearer head and a better answer.

Training requests for new press crews can be booked as a short floor session when travel allows, or as a video call walking through the settings sheet. Bring questions from the last failed job; abstract curricula help less.