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UK Service Centre   0808 23 44 752 Mon-Fri: 8am - 7pm   service@saxoprint.co.uk
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Questions about ordering
Which methods of payment does SAXOPRINT offer?
You can choose between the following payment methods – pay quickly, securely and conveniently by:

All online bank accounts are suitable for payments with sofortbanking.com. It is
secure and certified. You can find additional information about sofortbanking.com here.
Pay safely and easily with your Visa or MasterCard. Directly after placing your order you will be redirected to our acceptance partner's website and can enter your credit card information, of course SSL encrypted. Your credit card account will be charged at the moment of payment (during the ordering process or in the customer area). Rely on payment security through 3-D Secure (Verified by Visa / MasterCard Secure Code).
With PayPal you can pay securely and easily using MasterCard, Maestro, Visa, Visa Electron
or Direct Debit. Further information about PayPal is available here.
As a business customer, you can conveniently pay by open account within 14 days. The invoice will be sent to the email address registered with the customer account. When making a payment, please use the following bank information and provide your contract and order number:

IBAN: GB66 MIDL 4005 3072 7160 54
BIC: MIDLGB2141W

To pay by invoice, please provide your VAT registration number when registering your company. As an existing customer, you can simply add this information to your master data in the customer area.
Prepay after placing your order. Our bank details are:

Account name: SAXOPRINT Ltd.
Bank name: HSBC Plc
Sort code: 400 530
Account number: 727 160 54

For transfers from abroad please use our international bank details:

IBAN: GB66 MIDL 4005 3072 7160 54
BIC: MIDLGB2141W

Please be aware that we will not begin production until we have received the payment and the print-ready artwork. As we have no influence on the posting systems and processing time of the banks this may take up to 2 working days (excluding Saturday, Sunday and holidays).
We recommend that you pay using one of our e-payment processes for urgent orders (express production). In case of urgency please send your payment receipt to payment@saxoprint.com. Please note that production and delivery can only be made after investigation and approval of our service.

When can I pay for my order?
If you have chosen one of our e-payment options (PayPal, directebanking), the payment can be done directly after you have placed the binding order. As soon as we receive the payment confirmation from the e-payment provider, we will start to process your order (subject to the condition that we have received printable artwork or your print approval if you have ordered a pdf proof).

If you have selected prepayment, please be aware that the processing of your order will only start after the receipt of the payment on in our bank account (subject to the condition that we have received printable artwork or your print approval if you have ordered the pdf proof). However you can pay at any time also via e-payment directly under the section order overview in your customer area on our website.
How can I supply my artwork?
Sending artwork is really easy:

  • via Upload Centre: directly after placing the order or later in your customer area

As an alternative you can send your artwork via e-mail to data@saxoprint.co.uk after placing the order. Please note that this e-mail-address is only used for data transmission, any information concerning your order will not be taken into consideration. Should you have any further hints or additional information please contact our customer service on 0808 23 44 752 or by e-mail to service@saxoprint.co.uk.
Is it possible to pay on the customer area?
Yes, you can pay directly under the section order overview in your customer area via PayPal or direct e-banking.
Can I get a proof for the approval of my print?
At saxoprint.co.uk you can choose an optional PDF proof or colour proof.

The PDF proof is used to review the completed print file on your monitor. It is created with crop marks, in CMYK mode and with 72 dpi resolution. The PDF proof is available for all product groups except for brochures. The PDF proof will be sent to you by e-mail immediately after your print data has been processed to the e-mail address you specified.

The colour proof or title proof simulates the print result and you can check the colour and the text of your print product. Depending on the product, you can choose front, back and both sides. The title proof is possible for brochures and includes the colour proof the front of your brochure. Colour proofs are not available for products using spot colours, products printed on neon paper, uncoated paper or for advertising flyers.
Colour proofs will be sent to your billing address after we have received your artwork. The further processing of your order is based on your approval in the customer area. Please consider this in time-critical jobs.

Note: Colour proofs are not printed on the ordered paper and without further processing (cutting, stitching, folding, etc.). The maximum size is A3. Larger items (Posters) are scaled to A3.
Can I order products without value-added tax (VAT) on your website?
Products like flyers, folded leaflets and brochures can be ordered exempt from 20% VAT taxation under certain conditions. You can select the value-added tax in the calculation in the Service area.
Find further information on the taxation of products here: VAT exemptions.
Questions about the delivery
How long does it take for production and delivery?
The completion time of your order consists of production and delivery time. The shipping fees are already included in the final price that you’ve calculated on our website.

Our production periods:

  • Standard production: 4 - 15 working days* – your order, artwork ready for printing and payment have to be with us until 5pm on any working day
  • Express production: 3 working days* – your order, artwork ready for printing and payment have to be with us until 5pm on any working day
  • 48h Turnaround: Overnight – your order, artwork ready for printing and payment have to be with us until 5pm on any working day

Our delivery periods:

  • Standard delivery: 2 working days
  • Express delivery: 1-2 working days
  • Overnight: 1 working day


The above mentioned working days are exclusive Saturday, Sunday and holidays. As working days count the weekdays from Monday to Friday.

Attention: Please be aware that a large print run can result in delays as the order needs to be sent by a forwarding agency due to the weight of the shipment.

*The respectively valid production time can be found on each product calculation page.
Which destinations does saxoprint.co.uk deliver to?
Your ordered products will be delivered within the territory of the United Kingdom (except Jersey, Guernsey, Sark, Alderney, Herm and Gibraltar) to the address you indicated while placing your order. Delivery to post office boxes and DHL service points is not possible. We will not deliver to any location expressly excluded on our website and/or outside of the United Kingdom.
Can the order be dispatched anonymously?
Of course – on your demand, we will send the printed products with your address as the sender directly to your client without any information linking to SAXOPRINT. This service is completely free of charge, you only have to choose the option “reseller delivery” under sender address when calculating your desired print product.
Do I have the possibility of indicating multiple delivery addresses?
Yes – you have the possibility of entering up to 10 different delivery addresses. Just choose the option “delivery splitting” during the calculation. You can decide how many copies you want to be sent to which address. The additional costs will be calculated based on your entry.
Questions concerning your order
Where can I find out about the current status of my order?
If you are logged in, you can see all relevant information and the status of your order in your customer area under “order overview”. There you also have the possibility of completing payments via e-payment and to transfer your artwork via our Upload-centre.
Can I track the shipping of my order?
Yes – this is possible under the section order overview in the customer area. Select the desired print job and click on “view shipping details”. A tracking of your order is only possible if the order has been dispatched already and if the order has not been sent with a forwarding agency (in case of larger print runs).
Do I have the possibility to choose an individual name for my print job?
Yes – You have the possibility to choose a job name for your print job which makes it easier to find and follow your job afterwards.

You can enter your desired name into the field “job name” which can be found under the shopping basket and also on the order overview page.

This job name will be mentioned again on the acceptance of the print job and the order confirmation, as well as on the invoice and on the shipping label. Furthermore you can search directly for the job name on the order overview in the customer area on our website saxoprint.co.uk.
How can I cancel my order?
If you need to cancel your order, you can do so directly in the customer area under “order overview”.

A cancellation of your order is generally possible before it is dispatched. We will need to charge you for any time and materials we’ve used up to the point of cancellation, therefore the sooner you cancel your order, the less it will cost. A small charge will apply if we’ve already processed your artwork and created your demanded proof.

Attention: We strongly recommend you do cancellations via your customer area. A cancellation via email, telephone or fax cannot be accepted. Please note that your legal right to revoke is not effected.
What can I do if I’m unsatisfied with the printed product?
Your satisfaction is important to us! Our guarantee is the best quality at low prices. In the unlikely occurrence of defects with the delivered goods, we want to handle your complaint as easily and quickly as possible.

Please contact us via 0808 23 44 752 or send us an e-mail to service@saxoprint.co.uk with "Complaint" as your subject and please include your order number.

Alternatively, you can send your complaint by mail to the following address:
saxoprint.co.uk
SAXOPRINT Limited
GW2 Great West House
Great West Road
London, TW8 9HU

Then we will check your complaint and get back in touch with you.

Please note that obvious defects must be reported within a period of two weeks from receipt of goods.
Questions concerning artwork
Which file formats do we accept?
Please only use closed file formats:

PDF, JPG, TIFF, EPS

Attention: If you save your PDF directly from a graphic program, please make sure to use PDF/ X-standard (PDF/X3 or PDF/X1a). We recommend picking the additional setting “compatibility 1.3” when saving your artwork files. Like that you can prevent problems with layers or transparencies that may arise during further work on your files in our workflow. and PDF 1.3 compatibility.

When saving TIFF files, please reduce layers to only one layer.

Please do not use preseparated DCS EPS data, this could lead to variations in colour or print image.
Do I need print-ready files?
Yes – we can only accept and process print-ready files. Information on how to create your print file can be found in our artwork guide.

artwork guide
Why an additional bleed?
Please remember that your print data always has a bleed of 2 mm on each side to avoid white areas on your printed product. This means that background images and graphics should always be created 2 mm more than the actual format. Print data in open format is accordingly 4mm wider and higher than the actual format. For example, for A4 the size including bleed is 301 x 214 mm. 

For advertising technology products, packaging, presentations folders, clap banners and all monthly calendars, please prepare your print data with a bleed of 3 mm. For envelopes please prepare your print data with a bleed of 1 mm. For textile stretcher frames please prepare your print data with a bleed of 15 mm.
 
If this is not the case, there may be minimal deviations that lead to white margins due to machine-dependent interface tolerances.
 
Equally important design elements and fonts should be placed at least 3 mm from the final format (without bleed), and frames should not be used as boundary in the layout.
 
For more information, please see our artwork instructions.
What do I need to be aware of when creating my print file?
We collected all information necessary for creating your print files in our artwork guide.

artwork guide
Does saxoprint.co.uk check my artwork?
Yes – our standard artwork check is for free and always included. During the standard artwork check, we are verifying whether your artwork is printable at all. If you are not sure whether your artwork is appropriate for an optimal printing quality, please choose our superior artwork check. During this artwork check, we will control your artwork regarding the most frequent error sources. The exact characteristics of both artwork checks will be clarified on the following two questions.
What is included in your standard artwork check?
Our “Standard Artwork Check” is always included and the following will be checked:

  • if your artwork is provided in a closed and correct file format (PDF, JPG, TIFF or EPS)
  • if the number of pages is correct
  • if your artwork is provided in the correct size
    We will scale your artwork automatically to the desired size (without bleeding) if the provided size is incorrect.(only if possible/proportional) Please note adjustments to the size, especially when scaling up the artwork (e.g. A6  A4) can cause a decrease in the resolution and furthermore no bleeding will be added.
  • if your artwork is pre-assembled in case you have ordered folded leaflets with more than 4 sides
  • if the binding is clear to us in case you have ordered brochures
  • if perforation lines have been indicated and whether they are possible at all
  • if your artwork is provided as greyscale (if you have ordered one colour printing (black))
  • if HKS spot colours have been laid out and named correctly (if spot colours were ordered)
  • your artwork will be converted automatically into CMYK if it was created in RGB colour mode or with spot colours
    Please note that the conversion can cause colour differences.
  • if all fonts are embedded

Our customer service will contact you immediately by email if your artwork present any of the problems mentioned above. Please note that conversions of size and colour mode will be processed automatically and there will be no information. Furthermore, we will not check if the side sequence of your artwork is correct.
What is included in your superior artwork check?
Use our “Superior Artwork Check” if you are uncertain whether your artwork meets all our requirements and if a high quality product can be provided. For a small fee of £14.10, the professional pre-press staff will carry out a review of your artwork files on the basis of the following checklist in addition to the standard artwork check:

  • if there are any layers or transparencies in the artwork files (Advice: can be avoided if you provide a PDF 1.3 compatible with Acrobat 4.0)
  • if your artwork is provided in the correct size
    Should your size differ from the one you have ordered our customer service will get in contact with you immediately, although we might be able to scale it.
  • if a bleed of 2 mm has been provided
  • if the correct type of fold has been chosen and if the layout matches the position of the folding lines when ordering folded leaflets (gate fold, letterfold, z-fold, landscape or portrait)
  • if there is enough space between letters/graphic elements and the border (at least 3 mm)
  • if your artwork is provided in CMYK colour mode 
    Our customer service will get in contact with you if your artwork files are not created in CMYK. At your express request we can convert your artwork into CMYK, however this may result in colour deviations.
  • if the image resolution is sufficient (at least 250 dpi, posters at least 200 dpi, line art 1,200 dpi)

If your artwork presents any of the problems mentioned above our customer service will contact you immediately by email. Please note that no automatic conversions/adjustments will be made. Please also note that we will not check if the side sequence of your artwork is correct.
How do I create artwork for packaging printing correctly?
Please use our artwork for your individual packaging always. Here you will find both blank print templates that you can use for your individual design, and finished designs.

When working with templates, please note the following:
  • To make sure that your personal packaging can be printed and punched perfectly, you should always use our artwork.
  • Open the EPS or PDF file (dieline) in your design program
  • The dieline has already been created in a special colour and set to overprint, please retain these settings
  • The document is created in open end format of your product plus 3 mm bleed all round
  • When creating your print data, the shaded areas in the template must be kept free from colour (adhesive tabs)
  • Save your print file in PDF format
  • I you do want to save your print file in pixel format (TIFF, JPEG), the dieline is not to be included in the print file, as it would be printed as well - we therefore recommend Vectors

Here you will find our layout templates as well as our design templates.
Questions concerning products
Which characteristics do the different types of paper have?
SAXOPRINT offers you a large variety of different high quality papers. In the following, you can find an overview of our papers and their most important characteristics. You can order our free print sample pack here.

Uncoated paper
  • available in 80gsm, 90gsm, 100gsm and 120gsm
  • appropriate for copier, inkjet and laser printer
  • uncoated on both sides, printable, writable and stampable
  • suitable for letterheads, thin flyers and folded leaflets and brochures

Silk finish paper
  • available from 90gsm to 400gsm
  • matt surface, coated on both sides
  • partly refined with dispersion varnish, hence it is neither writable nor stampable
  • suitable for flyers, folded leaflets, business cards, posters and brochures
  • Our 400gsm print paper silk finish is FSC® certified (FSC mix least 70%) - find more information about FSC here

Gloss finish paper
  • available from 115gsm to 400gsm
  • shiny surface, coated on both sides
  • partly refined with dispersion varnish, hence it is neither writable nor stampable
  • suitable for flyers, folded leaflets, business cards, posters and brochures
  • Our 400gsm print paper gloss finish is FSC® certified (FSC mix least 70%) - find more information about FSC here
Attention: Due to the way glossy paper is produced, it has a slightly lower paper volume than silk finish paper of the same paper quality.

Postcard board
  • available in 280gsm and 350gsm
  • front (image) coated, glossy and varnished, not writable or stampable
  • back (address), uncoated and unvarnished, writable
  • great stiffness
  • suitable for postcards and bonus cards

Fluorescent paper
  • available in 80gsm
  • front in colours (yellow, green or red), reverse white (not printable)
  • only suitable for printing in 1/0 (black) because of the coloured surface
  • coated on one side, colourful, light-resistant
  • suitable for eye-catching posters

Affiche paper
  • available in 115gsm
  • matt-coated on one side, wood-free white
  • blue reverse side to prevent show-through when glued upon surfaces
  • suitable for posters used inside or outside
     
Reciclyng paper
  • available in 80gsm, 170gsm and 250gsm
  • silk surface glue binding, uncoated on both sides
  • natural look, high degree of whiteness, 100 % recycled
  • depending on grammage, suitable for letterheads, flyers, folded leaflets, greeting cards, postcards or business cards
     
Natural paper
  • available in  80gsm, 160gsm and 250 gsm
  • smoothed, wood-free copy paper with high volume
  • natural white, uncoated on both sides
  • depending on grammage, suitable for letterheads, flyers, folded leaflets, greeting cards, postcards or business cards

In what types of materials are the advertising technology products available?
Beach flags
  • 110gsm banner material (light, translucent textile for indoor and outdoor use, B1-certified)
  • can be washed in washing machine at 30°C (regular washing recommended in the case of outdoor use)
  • metal cross base, cross plate or floor plug also available on request

Pop-up tents and pop-up tents side panels
  • polyester 600D (robust, coated material for outdoor use, water-repellent)
  • the foldable scaffolding consists of ultra-strong 2 mm aluminium profiles with a diameter of 40 mm as well as aluminium bases and joints
  • the worm fence system can be adjusted based on four different height settings

Light columns
  • polyester 300D (robust, coated, double-layer material for outdoor use, water-repellent)
  • base with solid wooden base plate, integrated fan (50W) and spotlight (450W)

Illuminated signs
  • transparent acrylic 8 mm (thermoplastic with transparent, clear surface)
  • light stream profile (approx. 30 LEDs every 50 cm) on top

Exhibition counters
  • 200gsm décor fabric (opaque textile with 6% stretch rate, suitable for indoor and outdoor use, B1-certified)
  • 430 µ pop-up PVC opaque, robust display material, special laminate protection, B1-certified)
  • both systems have a light, but strong, worm fence system
  • angled, beech-style tabletop (décor fabric), oval-shaped tabletop in black (pop-up PVC)
  • attached via Velcro tape (décor fabric) or magnets (pop-up PVC)

Exhibition walls
  • 200gsm décor fabric (opaque textile with 6% stretch rate for indoor and outdoor use, B1-certified)
  • 430 µ pop-up PVC (opaque, robust display material, special laminate protection, B1-certified)
  • Both systems have a light, but strong, worm fence system
  • Attached via Velcro tape (décor fabric) or magnets (pop-up PVC)

Tarpaulins
  • 330gsm mesh tarpaulin (mesh for large-scale printing, B1-certified)
  • 500gsm PVC tarpaulin (weather and UV-resistant, can be wiped down, suitable for indoor and outdoor use, B1-certified)

Roller banners
  • 330gsm polyester fabric (for Design, Comfort, Outdoor and XXL casings - maximum opaqueness and colour brilliance, suitable for indoor and outdoor use, textile-like surface, no curling effects, B1-certified)
  • 500gsm PVC tarpaulin (weather and UV-resistant, can be wiped down, suitable for indoor and outdoor use, B1-certified)
  • 175µm polyester film (for Design, Comfort and Classic casings - opaque material with high colour brilliance, suitable for indoor use)

Signs
  • transparent acrylic 5 mm (thermoplastic with transparent, clear surface)
  • hard foam board (PVC Forex) 5 mm (foamed hard board with silk-matte surface)
  • aluminium composite 3 mm (polyethylene core surrounded by two aluminium surface layers, white, lightly satinised surface)

Cloth banners
  • 110gsm banner material (light, translucent textile suitable for indoor and outdoor use, B1-certified)
  •  200gsm décor fabric (opaque textile with 6% stretch rate, suitable for indoor and outdoor use, B1-certified)
  • 240gsm display material (opaque textile with 2-3 % stretch rate, suitable for indoor and outdoor use, B1-certified)
  • 330gsm polyester fabric (maximum opaqueness and colour brilliance, suitable for indoor and outdoor use, textile-like surface, no curling effects, B1-certified)
  • You can wash banner material, décor fabric and display material in your washing machine at 30°C

X / L banners
  • 330gsm polyester fabric (only L banners - maximum opaqueness and colour brilliance, suitable for indoor and outdoor use, textile-like surface, no curling effects, B1-certified)
  • 330gsm mesh tarpaulin (X banners only - mesh for large-scale printing, B1-certified)
  • 500gsm PVC tarpaulin (X banners only - weather and UV-resistant, can be wiped down, suitable for indoor and outdoor use, B1-certified)
  • black plastic frame (X banners) or reinforced base and height-adjustable, aluminium telescopic rod
What packaging products does SAXOPRINT offer, and what are their properties?
Our Product Packaging can be tailor-made with our new innovatvie tool the SAXOPRINT easy box. Choose from 7 packaging categories one of our 25 standard models. Then you can adjust the deminsions individually to fit your needs. You can download the corresponding packaging templates directly in the shop page. All information about uploading your artwork you can find in the corresponding data sheet. The outside surface of high-quality 350gsm GC 350gsm GC chromo cardboard is printed and is finished with a glossy dispersion varnish. Please note: our Product Packaging is not safe for food; however, it can be used as an overpack for prepackaged food. Product Packaging is also not suitable for shipping, our mailer boxes and envelopes are sturdy and suited better for shipping.
SAXOPRINT easy box

Our Mailer Boxes and Envelopes include B4 and B5 mailer envelopes as well as durable mailer boxes. Mailer envelopes are made of a 450gsm GD chormium duplex cardboard, and mailer boxes are made of 230gsm GD laminated B-flute cardboard. Both have bonding strip and tear thread - ensuring an easy way to open them.
Mailer Boxes and Envelopes
Does SAXOPRINT offer spot colours?
Yes, you can order HKS or Pantone spot colours for many print products. Just select the desired colour in the calculation in the Service area. You can choose from 99 different HKS spot colours or from 1,728 different Pantone spot colours.
We will be able to recognise the selected colour in your artwork. Please name the colour channel of the spot colour with the correct number in your artwork.
What does “creasing” mean and for which folded leaflets and brochures is it recommendable?
Creasing is an additional refinement to enhance the quality of your product. Especially for papers with a higher density and also covering colour applications, creasing should be chosen to prevent breaking at fold and thereby the chipping of the colour. Your print product with fold will be automatically creased at a paper type of 160gsm and over.
Which is the correct side (long/short) for the binding of brochures?
The binding depends on the chosen format. If you choose portrait format, we will bind on the long side, if you choose landscape format, we will do the binding on the short side.
What do I have to take into consideration when preparing the artwork for brochures with perfect binding and books with hardcover?
Please supply the artwork for the content sides as consecutive, individual sides in one file, beginning with the right side (side 1) and ending with the left side.
Please put the artwork for the cover into one file consisting of two sides (inside and outside cover). Make sure the respective width of the spine has been included. The appropriate value for the thickness of the spine can be found in our artwork guide .

Side 1 = outside back cover (C4) + outside spine + outside front cover (C1)
Side 2 = inside front cover (C2) + inside spine + inside back cover (C3)

To facilitate turning the pages of your brochure with perfect binding, the cover pages will be creased 7mm away from the spine. Therefore, position contents (texts and important design elements) at least 10mm away from the spine and do not use images that override pages.

When choosing brochures with perfect binding, position contents (texts and important design elements) at least 10mm away from the spine and do not use images that override pages.

We collected all information necessary for creating your books with hardcover here:
What does PUR stand for in perfect binding?
PUR is the abbreviation for the polyurethane adhesive that we use.

The application of a very thin film of adhesive means the pages can be opened easily right to the middle. Used for brochures/catalogues or workbooks subject to heavy stress.
What kind of finishing is available?
For the finish of your print products, you can choose between UV coating (full, spot and spot 3D UV coating) and lamination (matt, glossy or soft touch). To intensify the desired finishing effect, we recommend you to select our photo paper matt for UV coating matt or for UV coating glossy our photo paper gloss.
For which products is a finishing available?
The following products have optional finishing:

Flyers, folded leaflets, business cards, postcards, greeting cards, advertising posters, brochures (cover), wall calendars, desk calendars, pocket calendars, bonus cards, appointment cards

What is the difference between UV coating and lamination?
UV coating is a lacquer that hardens instantly upon exposure to UV light. It results in an abrasion resistant, tough, and depending on the selection of gloss or matte, a surface that can withstand high stress and optically enhances your print product.

Lamination is a finishing method with a wafer-thin foil. This kind of lamination ensures stability and protection of your print product, increases durability and colour effect.
What do I have to consider when I choose finishing?
If you opt for a one-sided finishing, please pay attention to the correct name of your print data according to the selected page, which is finished. - Send your print data in multiple documents (one document per page), please name the document unequivocally, e.g. "job number, page 1, finishing". If you send your print data in a single document (one document all pages), then the first page in the document corresponds to the front and the second to the rear page.
What needs to be taken into account when ordering notepads and desk pads?
  • Please note for notepads and desk pads that colours that are applied to the side of the glue binding at the edge slight colour variations can occur due to gluing.
  • For notepads you can choose depending on their size between 2 and 4 punches on the left side of your pad. The holes have a diameter of 6mm and are 80mm apart, and 12mm from the edge (measured from the hole centre).
  • If you want to create checkered or lined notepads and desk pads, you will find in our print templates ready-made designs that can be customised with your logo.
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