DOCMAIL: FAQs

FAQs ABOUT DOCMAIL

WHAT IS DOCMAIL?

Docmail is our secure hybrid mail solution that enables account holders to create and despatch mailings straight from their PC. From single or multiple page letters, postcards, greetings cards and A3 folded sheets, mailings are cost effective in their printing and posting.

HOW DOES DOCMAIL WORK?

Simply provide us with the document you wish to send in Microsoft Word format (.doc), as an Adobe Acrobat file (.pdf) or in rich text format (.rtf) and the details of who you want to send it to in a .csv or .xlsx format.

Next you set your printed output options (such as black and white, double sided), view and approve a proof on screen and pay - we will do the rest.

WHAT DOES IT COST?

Using Docmail to send out your mailings costs from as little as 59p* per address, based on 1 sheet printed black only, enclosed into an envelope and posted. The price includes the paper, the envelope, the printing, the ink and the postage. A full colour letter costs from as little as 63p*.

* excludes VAT

HOW MUCH CAN I SAVE?

Industry research has indicated it can cost you more than £1.22 to send a letter when you include all your overheads and time. That means you can save 63p on every letter. ▲ Top...

IS THERE A CONTRACT?

No. You can use Docmail as much or as little as you need to. There’s no minimum order, and no contractual tie in. ▲ Top...

WHAT DO I NEED TO USE DOCMAIL?

All you need to access the system is a computer with internet access and a web browser (e.g. Chrome, Safari, Firefox, Edge or Opera). To create your document templates you will need Microsoft Word, or any DTP package that can output .doc or .pdf files. You may also need a spreadsheet package (such as Spreadsheet) to prepare your address file. All you need to access the system is a computer with internet access, and a web browser (e.g. Internet Explorer). No special software is required, and there is nothing to install. To create your templates you will need Microsoft Word, or any DTP package that can output .doc or .pdf files, and you may also need a spreadsheet package (such as Spreadsheet) to prepare your data files. ▲ Top...

IS DOCMAIL SECURE?

The Docmail website uses the highest strength 256 bit RSA encryption, so you can be sure that your details will be safe. Once your mailing details hit our servers, you are then in the hands of one of the UK’s most secure production facilities. The CFH Docmail production sites have the highest levels of both physical and IT security which enables us to process your mailing in the most secure way.

CFH are accredited and certified to the following schemes: 

All manufacturing, information processing and mailings are undertaken under the guidance of these standards. ▲ Top...

IS DOCMAIL ENVIRONMENTALLY FRIENDLY?

CFH, the company behind Docmail, holds accreditations from both the FSC (Forestry Stewardship Council) and PEFC (Programme for the Endorsement of Forest Certification). These two globally recognised accreditations promote the responsible management of the world’s forests. CFH also has BSI ISO 14001:2004 for its environmental management system.

In addition to ensuring all our paper is from responsibly managed source, CFH has enabled over 100,000 trees to be planted in the UK to date.

Using Docmail can also help to reduce your carbon footprint as everything happens under one roof with one lorry taking all the post away. ▲ Top...

FAQs ABOUT USING DOCMAIL

WHAT PAPER AND ENVELOPES DO YOU USE?

The paper we use is white 100gsm premium treated stock and we use generic white envelopes. For postcards we use 350gsm card plus lamination and for mono postcards we use 250gsm card without lamination. Mailings up to 14 sheets of paper will be in "C5" envelope (A4 folded in half), and mailings of 15 or more sheets will be in "C4" envelope (A4 unfolded). ▲ Top...

CAN I INCLUDE LOGOS?

You can include logos within your mailings. You can either include logos in your supplied document template or you can have a range or pre-selectable letterheads in your Docmail library.

Docmail also gives you the option to design your own custom envelopes, in which you can upload an image (such as a logo) to the outer envelope. Docmail can also process images, so these can be processed in your mailings. ▲ Top...

HOW LONG WILL IT TAKE FOR MAIL TO ARRIVE?

Our standard delivery service is 2-3 days (the same as Royal Mail 2nd Class), although you can The standard delivery service is 2-3 days (the same as Royal Mail Standard Class), although you can choose for your letters to be sent First Class at an additional cost. Items being posted overseas will take longer than this. Please look at the Delivery Schedule. ▲ Top...

HOW DO I KNOW WHEN MY LETTERS HAVE BEEN MAILED?

You can check the status of orders at any time within your Docmail account. When the status changes to "completed", your mail has been posted. ▲ Top...

WHAT HAPPENS TO ANY LETTERS THAT CANNOT BE DELIVERED?

As a standard, any letters that are returned to us will be securely destroyed.

Docmail does offer a returns management service for all letters that are returned to us, meaning that any of your letters are returned to us, we will inform you via your Docmail account. To choose this service simply select "Managed" in the "Returns management" section in "Print and post" stage when creating a mailing. The charge for this service is 2p per letter mailed. To view your returned mail, go to Admin> Returns Management in your Docmail account.

You also have the option to include your own return address which means that any returns will come directly back to you- this is an additional 1p per address. To choose this service simply select "Use own return address" in the "Returns management" section in "print and post" stage when creating a mailing. ▲ Top...

HOW DO I PAY FOR DOCMAIL?

Docmail is a pay-as-you-go service. All mailings are paid for at the time of the order via credit/debit card or via Top up credit loaded onto your Account.

We do offer invoicing as an option if you match our set criteria. Please contact our support team for more information on this. ▲ Top...

CAN I CANCEL A MAILING?

Once an order is paid for, we will produce it during our next available production slot. Therefore it is not always possible to cancel a mailing.

If you would like to cancel a mailing, please contact our customer support team who can let you know if this will be possible. ▲ Top...

WHAT IF I HAVE A PROBLEM?

We have a dedicated support team who are there to support you and your mailing needs. If you have a problem you can either email the support team on customersupport@cfh.com, or call on 01761 409701. Our offices are manned 8.30am to 5.30pm, Monday to Friday. ▲ Top...