Most Common Questions
-
How do I place an order?
Placing an order is easy and only involves a few steps:
- Log in by clicking on 'Login' at the top right of the website and entering the Username and Password you chose when registering.
- Select your product and choose the features you want from the order form, then add it to your basket (remember that if you require multiple items with the same characteristics but different designs, you'll have to create multiple print jobs, up to 15 for each order, as the order form must be filled in for each individual graphics file).
- Check the summary of your chosen product in your Basket, choose your delivery address and read and accept our terms and conditions
- Click 'Purchase'. You'll be assigned an order number, allowing you to proceed with payment and upload your print file.
Please note that you'll have to accept the terms and conditions before completing your order. For every completed order you'll receive a confirmation email with a summary of the items selected.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
Where can I find my previous orders?
After the renewal of our website, orders previously placed are still available to you.If you need information about orders placed on our old website version, please note that you can find them in your personal area:
- Log in to your Pixartprinting account
- Click on the icon man/ your name on top right of the home page
- Enter the personal area "Your Orders" section
- Click on the "Pre-21/07/2020 orders" button
If you need the PDF invoice or other information not available in this section, please send us a request and we'll do the necessary. -
Order Status
You can check the status of your order directly from your personal area in the " Your Orders" section. Below you can find examples and explanations of the possible status of the item.
The order has not been completed yet. In this case, one or more items have not been completed:
Order Status “Open” Job Status The order is paid:
Order Status “Confirmed” Job Status The order has been shipped. In this case an item was shipped:
Order Status “Completed”
Job Status
Orders have been canceled:
Order Status “Cancelled”
Job Status
If you are still have doubt, fill out the form or contact us on the phone or in chat. We will be happy to help you!
-
How can I send a complaint?
In case you met an issue and you want to raise a complaint, please follow the steps below:
- Go to “Need help” page and fill in the form
- Select “Complaints”
- Fill the remaining fields: kindly mention the order/item number and describe the issue you have identified
- Upload pictures to illustrate the quality issue
Your request will be processed as soon as possible and if you still have any doubts, don't worry and contact us: we'll be happy to help you!
-
Can I advance or postpone an order?
Unfortunately, once a file has entered the production process it's no longer possible to advance or postpone the selected delivery date.
Our manufacturing system doesn't allow us to change the priority given to an order, and therefore the timescale in which it's processed.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
How to use the Design Service
Every purchased Design service is linked to single Jobs in your order. Hence, If you wish to create a complete set for your event, including Business Cards, Tote bag, and Flap folders (for example), you need to buy three different services.
Please bear in mind the Design service is available for those products with the pointing pencil icon visible at the end of the product configuration page. -
Design service: file revision and file creation
When selecting your Design service you can choose between file revision and file creation.
File revision
If you already have a file, we will take care of the small changes you need (dimensions, orientation, contents).
Please share the file or the photo you need to modify, and we will create the print file to fit the selected product. In the "Tell us more about your idea" box you can explain the changes you need, the occasion to use the support, and any other information to reach the outcome you desire.
- We will contact you within 24 business hours*.
- We offer you up to 3 revisions with the designer assigned to your project.
File creation
We design your communication support from scratch by following the instructions you provide us when filling your Design service request.
In the "Tell us more about your idea" box you can share your needs: what is the scope of the communication support; when you are going to use the support; and any other information that can help us to understand what kind of final product you have in mind.
You can also share an image as an example of an outcome you would like to receive, select a combination of preferred colours and fonts.
- We will contact you within 24 business hours*.
- We design 2 different proposals for you.
- We offer you up to 3 revisions with the designer assigned to your project.
______________________________
*24 business hours: The service is active Monday to Friday from 8.00 am to 5.00pm. Make sure to share all the needed details so we can share with you the first version ASAP. Please, tell us at what time to contact you when describing your needs in the "Tell us more about your idea" box.
-
What is the Design service?
Design service helps you create or edit your file, focusing on your preferred product.
When configuring your product, you have to choose how to create your print file: at this point, you can select "Purchase a Design service". Then, you can select:
- file revision if you need support to create the file based on existing graphics and photos to be fixed, or
- file creation if you have ideas of which graphics you would like to print but you do not have it, just yet.
To access the Design service, you need to purchase the order to complete your request (add your order to the basket, proceed to checkout, and fill all the shipping and billing details).
As soon as your order is successfully sent you can click on complete to enter the Design service page to tell us your needs. -
How can I access to my account?
The following steps should be followed in order to access your account:
- Enter your e-mail address in the corresponding box (differently from the previous version, you will not be able to log in with your username)
- Type your password in the corresponding box
- Click on the "Login" button
If you want to reset your password, follow these steps :
- Click on "Password recovery"
- Pop-up window will be displayed
- Enter the e-mail address you used when you registered with the pixartprinting
- We will send you an email with instructions on how to proceed with creating your new password.
Your password must be at least 8 characters and contain at least 1 lowercase letter, 1 uppercase letter, and 1 number, with no special characters.
The password recovery email may take 5 to 20 minutes to be received. In case you do not get it, remember to check the spam box.
If you still have any doubts, please contact us: we will be happy to help you!
-
Invoices
Invoices are available in your personal area under "YOUR ORDERS":
- Latest orders :
-
-
- Log in to your Pixartprinting account using your email address
- Click on on the top right of the home page
- Enter the personal area "YOUR ORDERS" section
- Select the specific order you're looking for
- You find the download button on the right side once the order is paid and the invoice is generated
- Download the PDF invoice
-
=>Please note that it may take some days to get the invoice generated.
=>The invoice will only be available if it has been requested while placing the order
- Pre-20/07/2020 orders :
-
-
- Log in to your Pixartprinting account using your email address
- Click on on the top right of the home page
- Enter the personal area "YOUR ORDERS" section
- Then click on "Pre-20/07/2020 orders".
- Select the paid order on which you would like to download the invoice
- Then click on the "Download" tab.
-
=>The invoice is available only for the last 12 months
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
Do I have to register with Pixartprinting?
Yes – you'll need to register if you want to use our services. Click here and enter the information requested. You'll receive a confirmation email, and will be able to access the My Account area to view your purchases and invoices, track your orders and more.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
When will I receive my order?
You can choose your delivery date from a range of options when ordering. The timescale for delivering the goods depends on the date selected when ordering and any subsequent changes you make. You can track the status of your order at any time in the My Orders section of the My Account area.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
Can I change the delivery address for an order that has already been placed?
Not always, but we'll do our best. Please fill out the form to send us an email and we'll check whether the delivery address can still be changed.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
-
Can I place an order and ship it to another country?
Yes, you can. When placing your order you need to create a shipping address with the new destination.
If you need an invoice, please remember to address it to a recipient based in the same delivery country.
-
How can I unsubscribe from the Newsletter?
If you no longer want to be updated on our offers and news, whatever email provider you are using, open any of the Newsletters received from Pixartprinting and click on the UNSUBSCRIBE button.The unsubscription is done immediately, but there is a chance that you may still receive some Newsletters designed for you and already included in the sending program: they will be the last ones.
If you still have any doubts, please fill in the form or contact us by phone or chat. We'll be happy to help you!
Do you need personalized help?

Chat with Pixartprinting operator
Start the ChatCall the Customer Support service
CallWrite us and open a ticket
Fill out the formPrivacy policy
By establishing contact with our Customer Service through the means available to you in the “Need help” section of the Website, Pixartprinting S.p.A., as data Controller, will be able to use your data to reply to your report or request for information. To ensure the quality of our Customer Support always meets your expectations, Pixartprinting S.p.A. reserves the right to invite you via email to complete surveys on your experience and level of satisfaction. If you are registered with the Website, the processing will take place throughout the validity of your registration, and in any event until the end of the tax year following cancellation of the user’s registration. In the other instances, the data will be stored for the time necessary to duly manage your request and will be stored until the end of the tax year following the request for information. We remind you that by accessing your Customer Area or by writing to support@pixartprinting.com, you can always access your data, amend, update or erase the data, and receive them in a structured, commonly used and machine-readable format and request the transfer of your data to another party. Should your rights be breached, you may moreover lodge a complaint with a Member State data protection authority such as the Garante (Italian Data Protection Authority) for your personal data protection (www.garanteprivacy.it). You are furthermore entitled to object at any time, on grounds associated with your specific situation, to the processing of personal data that concern you. Please refer to the full text of the privacy policy for further information. Pixartprinting S.p.A.
Please note that by accessing your Customer Area or by writing to support@pixartprinting.com, you can always access your data, edit, update or delete the data and receive it in a structured format, commonly used and readable by your computer and require the transfer of your data to another party. In the event of a rights violation, you may also file a complaint with a Member States data protection authority, such as the Garante (Italian Data Protection Authority) for the protection of personal data (www.garanteprivacy.it). You also have the right to object at any time, for reasons associated with your specific situation, to the processing of personal data about you.
For more information, please refer to the full text of the information on the Privacy policy.
Pixartprinting S.p.A.