Frequently Asked Questions

What are your hours of operation?

How can I change my billing/delivery address?

I need to order some consumables (ink, labels, felts and brushes etc.) for my machine, how do I do this?

How long will it take to receive my consumable order?

There have been a number of staff changes and I need some training for new staff on the Twofold machine

Can I get another copy of the user/installation guide for our machine?

How can I get my old equipment picked up?

I printed the wrong amount of postage with my Franking Machine. Can I receive a refund for this?

How do I download my new slogan card onto my Franking Machine? 

What do I need to do when there is a Royal Mail post rate change?

 
 

Q. What are your hours of operation?

A. Twofold customer support is open Monday-Friday from 8.30am – 5.30pm.

 

Q. How can I change my billing/delivery address?

A. Please email support@twofold.co.uk or send us a letter to inform us of the address change.

 

Q. I need to order some consumables (ink, labels, felts and brushes etc.) for my machine, how do I do this?

A. Please email the customer support team at support@twofold.co.uk 

 

Q. How long will it take to receive my consumable order?

A. We have most items in stock. Providing we receive your order request before 3.30pm we aim to get these out in the same day on a next day delivery service.

 

Q. There have been a number of staff changes and I need some training for new staff on the Twofold machine.

A. This can be arranged, call our customer support team on 0118 951 9800.

 

Q. Can I get another copy of the user/installation guide for our machine?

A. Copies of the user and installation guides are available from our customer support team. Please contact them if you would like to receive another copy.

 

Q. How can I get my old equipment picked up?

A. Please call our customer support team to discuss the best options for picking up old machinery.

 

Q. I printed the wrong amount of postage with my Franking Machine. Can I receive a refund for this?

A. Yes, you can obtain a claim form by contacting the Royal Mail on 08457 740740
 
 
 
Q. How do I download my new slogan card onto my Franking Machine?
 
A. Click on the following link for instructions on downloading your new slogan.
 
 

Q. What do I need to do when there is a Royal Mail post rate change?

A. Customer Support will be in contact with you before changes take effect to arrange a new rate card to be sent to you.
 
 

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