Most Common Questions

• Customer Service Assistance hours support/Contact us

  Our Customer Service assistance is available during the working days+ Saturday & Sunday.

  You can reach out through phone, chat and e-mail :

  From Monday to Friday, from 9.00 a.m. to 10.00 p.m. CET/CEST

  During the weekend from 9.00 a.m. to 6.00 p.m. CET/CEST

  Here are our contacts:

  • Phone number: (020) 3871 8720
  • Live chat
  • E-mail: support@pixartprinting.com
  • Online request form

  

  Please note that our Customer Support won't be available on the 1st of January.

  If you still have any doubts, please contact us. We'll be happy to help!

   

• Delivery time and costs

  For some products and destination countries we apply shipping costs.

  For most of our products, you can choose from several delivery options, and the price will vary depending on how quickly you'd like to receive your items. In general, regarding shipping:

  • If the delivery is free, you'll see this directly in the job recap on the product page once you've configured the desired item
  • If there are any delivery charges, instead, the amount will be calculated automatically based on weight, volume, and the combination of products chosen, and will only be shown once all items have been added to the cart, in the final summary

  Without shipping costs

  With shipping cost

   

  Please consider that, even if you have included multiple items in the same order with the same delivery date, we cannot guarantee that the goods will be delivered in a single shipment. Our priority is to meet the estimated delivery date you requested, and to do so, it may be necessary to carry out separate shippings and deliveries, even for a single order or for multiple orders scheduled for the same day.

  Finally, please note that the delivery dates are estimated and we always do our best to ship on time: if something went wrong and your order is late please reach us and we'll help you solving the problem!

   

• Can I change the delivery address for an order that has already been placed?

  Unfortunately, once your order is confirmed, you cannot modify the delivery address on your own.

  1. When can you ask for a delivery address change?
     • For paid/unpaid order
     • Only possible for address within the same country
     • Only possible before shipment phase to avoid update of the arrival date
  2. How to proceed to change the delivery address?
     • Please write to our customer service  with the new detailed shipping address to apply the modification required.
     • For an order already shipped, please note that we'll have to check the address update possibility with the carrier. Please be aware  that any shipping address update applied after shipment may cause a delay.
     • To create a new shipping address for future order, please follow this article.

  If you still have any doubts, please contact us. We'll be happy to help !

• Delivery / shipping countries

  We ship our products to over 40 different countries within Europe and North America continents, as well as certain territories within DROM-COM territories. We offer delivery services only to the countries that are listed in our website: shipping to any country not listed is not possible.

  When entering the shipping address during the order process, the list of countries is displayed alphabetically when clicking on the section ‘country’.

  Please take note of the following:

  • If your delivery destination includes the Canary Islands, Ceuta or Melilla, kindly select 'Spain' from the list.

  • The Vatican City State and Republic of San Marino are already included in the available list.

  • Currently we do not provide delivery services to the following continents: Asia, Africa, Oceania, South America and Antartica.

  • It's important to ensure that both the delivery and billing addresses are within the same country.

  • If you need to ship an order to the USA, the purchase must necessarily be made by going to Pixartprinting.com

  Below is the list of countries available : 

  1. Andorra

  2. Austria

  3. Belgium

  4. Bulgaria

  5. Canada

  6. Croatia

  7. Cyprus

  8. Czech Republic

  9. Denmark

  10. Estonia

  11. Finland

  12. France

  13. French Guiana

  14. French Polynesia

  15. Germany

  16. Greece

  17. Guadeloupe

  18. Hungary

  19. Ireland

  20. Italy

  21. Latvia

  22. Lithuania

  23. Luxembourg

  24. Malta

  25. Martinique

  26. Netherlands

  27. New Caledonia

  28. Norway

  29. Poland

  30. Portugal

  31. Principality of Monaco

  32. Republic of San Marino

  33. Reunion

  34. Romania

  35. Saint-Barthélemy

  36. Slovak Republic

  37. Slovenia

  38. Spain

  39. Sweden

  40. Switzerland

  41. United Kingdom

  42. United States of America

  43. Vatican City State

  If you still have any doubts, please contact us. We'll be happy to help !

• Where to find my invoice?

  Invoices are available in your personal area under "Your orders" section, following these steps:

  1. Log in to your Pixartprinting account using your email address
  2. Click on your name  on the top right of the home page
  3. Enter the personal area "Your orders" section
  4. Select the specific order you're looking for
  5. You find the download button on the right side once the order is paid and the invoice is generated
  6. Download the PDF invoice

  Please note that:

  • It may take some days after the payment to get the invoice generated: once the document is available you will be notified by e-mail with a link to download your invoice

  • The invoice can only be issued following the reception of the payment except for cash on delivery-which is only available for shipments within Italy (the invoice is issued once the goods are shipped). Plus, it is not possibile to create a proforma invoice

  • The invoice will be available only if it has been requested during the order confirmation: if you don't find it on "your orders" section it may be because you selected "I do not want an invoice"

  In this case you won't find any document in your personal area: please contact our customer care support to receive the invoice (without VAT details).

  For future orders please make sure to select "YES" at the Billing section when asked "Would you like an invoice?"

  • If you want to edit your invoice, please write us and we'll check the feasibility with our finance department (feasibility can be followed only on invoice generated during the last 12 months)
  • If your order has been modified after payment (cancelation/editing), you will find 3 invoice documents:
    1. Invoice for the initial amount paid
    2. Invoice for the updated price (total amount increased or decreased depending on the edit followed)
    3. Invoice (credit note) for the initial invoice paid
  • No invoice document will be sent with your order
  • We provide the invoice requested for shipments in EU countries rather than a waybill
  • If you need a payment receipt, please contact our customer service
  • Find here information about the details displayed in the document

  If you still have any doubts, please contact us. We'll be happy to help!

   

• How to download and use a template

  You can download the template directly from the product page by selecting the "Prepare and upload" option.
  

  We recommend using Google Chrome as a browser and making sure pop-ups are not blocked.

  Download the template after you've completed the product configuration: in this way you'll work on a file with the correct dimensions. Open the template with your design program (such as Illustrator, Photoshop or InDesign) and follow the guidelines:

  • The green line is the bleed margin (extend the background graphic to this margin in order to avoid blank borders)
  • The magenta line is the cut path (same dimensions you ordered)
  • The red line is the safe path (pay attention texts and all-important contents are inside this area not to have them cut out)
  • For some products you may see more guidelines and find a description of their functions
  • Once you've completed your artwork remove all the guidelines and the first page of the template
  • Save the file as a PDF not changing its dimensions and not including crop marks or other elements not requested
  • If one of the sides of your product is longer than 5 m you will not be able to download a template. Please create your file in 1:10 scale, with a resolution of 1000 ppi
  • Upload your file once you've purchased the order

  In case you are not able to create the file on your own, please remind that we're happy to help you in any moment: check this page for our Design Services and read this article if you want to use our free Designer online (available for most of our products)!

  If you still have any doubts, please contact us. We'll be happy to help!

• When and where to upload the file

  We ask you to upload the print file at the end of the purchase process once you have obtained the order number, which will be visible online and also sent to you by email in the order confirmation.

  Please follow these steps:

  1. Please upload your file from the "Upload area" also available on the top bar next to your name

     • Select the concerned order to be completed with the file upload

     • Upload your file (Dropbox, when available, or desktop) or directly create your design through Designer, if available

     • Remember to click on the "Upload" or "Proceed" button to complete the upload

     • Make sure you upload a file for each job of the order; otherwise, the order will not proceed to production

     • Complete the payment in case the order hasn't been paid yet

  2. If the product is still in the basket and the order not confirmed yet, please follow these quick steps:

     • Make sure you're logged in to your account and you've selected all the desired products

     • Personalize your products then click on "Add to basket" (up to 15 products per order)

     • Click on "Proceed to checkout" to add the shipping and billing details. Kindly accept "Terms and conditions of sale"

     • Once you click on "Purchase", an order number will get displayed and you can choose the payment method

     • Now you can upload your artwork clicking on "Send the file for printing"

  Remember, you can choose to use Designer – our free design tool available for most of the catalogue – to create your artwork directly online. The tool is available both during the purchase process by clicking on "Create your file" before adding the product to the cart, and in the File Upload Area once the order has been generated.

  Please note that you’ll have 15 days to complete your order with payment. After that, your order will be canceled automatically.

  If you still have any doubts, please contact us. We'll be happy to help!

• File upload process: what to bear in mind
  Please find below important information that you need to consider during the file upload:

   

  • Upload your file at the end of the purchase process (before or after the payment method choice) through the dedicated Upload Area

  • Select your file from your personal device or use Dropbox (when available)

  • Maximum size admitted is 1,5 GB per file: depending on the file size, it may take a few seconds or several minutes – please don’t leave the page

  • Depending on the product, we offer you the possibility to review and adjust your project directly online through our file preview service 

  • During the upload a quick automatic check will be offered

  • Always remember to click "Upload" or "Proceed" to complete the upload

  • The file upload could also be made at a later stage through the upload area respecting the following timelines not to delay the shipment:

    • by 10.30 am CET/CEST on the day the order was created if you have chosen the fastest delivery

    • by 7.30 pm CET/CEST for other delivery options

  • Please note that you have 15 days to complete your order with payment, otherwise the order will be cancelled automatically.

  • Find here details about the file format to be accepted and the number of pages to upload

  For specific information about each product file please download instruction and template available in the product page.

  If you still have any doubts, please contact us. We'll be happy to help!

• Spot colour: what it is used for and how to create it

  You will be asked to create a "Spot colour" only for specific products when the file must contain additional information (not to be printed).

  Spot colours are not printable colours: they are needed to perform some other actions on the product, such as a personalised shape cut or a special finish.

  To create a print ready file, we recommend downloading the instruction document available on the product page

  Please note that Designer tool is not available to create files with spot colours, however our design team is always available to provide support: find out here how our Design Services work.

   

  To create a spot colour, please follow these steps:

  • Download the instructions to follow step by step the directions on Adobe Illustrator

  • Create a dedicated layer, named as requested in the instructions

  • Create a new colour swatch from the swatches panel
  • Follow the name recommendation requested in the instructions: use upper & lowercase letters as shown

   CutContour                                      white                                               Finishing

         

  • Select "Spot Colour" as colour type
  • Assing the CMYK percentages requested in the instructions
  • Use the spot colour created only to identify the path or fill the vector elements for the desired areas
  • Don't use the same colours available in the template as "spot colours" to create the elements you want to print: keep in mind that these are spot colours and therefore not printable

  • Save a unique PDF file with active and visible layers

  If you still have any doubts, please contact us. We'll be happy to help!

   

   

• Promocode: how to use it

  If you received a promocode, please find below how to use it:

  • The promocode must be applied during the configuration of a new order, before adding the product to the cart. It is not possible to add a discount code once the products have been added to the cart

  • For some products, you'll find the "Promocode" field directly below the table with dates and prices.

  

  For other products, click on "Do you have a promo code?" to display the field where you can enter the promocode. You can find this (blue) button either in the bottom bar

  

  or in the summary table on the right

  

  • The code must be added in the appropriate field and activated; the amount will be updated

  Please note that discount codes can only be applied on the product configuration page, not in the cart.If you’ve already added the product to the cart without a discount code, click the paper-and-pencil icon to go back and apply it using the dedicated field.

  If you have already placed your order, you will not be able to apply the promocode. You can cancel it (find here how to do it) and place a new order making sure to enter the promocode in the appropriate field. Please note that this can only be done if the order is not already in production.

  Discount Terms & conditions:

  • The promocode cannot be combined with other promotional codes, offers and discounts. If you apply a promocode on an already discounted item, the voucher will be applied on the original item amount (deactivating the offer available on the website)

  • The promocode can be used on one job only

  • If the discount value is not used in totality, it will not be possible to use it on another process

  Note: the promocode is cumulable only with the PixartPro Voucher, as part of our loyalty program. Other loyalty programs not included.

  Complaint discount:

  • The above conditions still valid

  • Voucher valid for 1 year from the creation date

  • The item amount on which the code is used must exceed the discount value by 1£

  PS: You can keep the discount for a subsequent order with higher amount respecting the voucher expiry date.

  If you still have any doubts, please contact us. We'll be happy to help!