Most Common Questions

• How do I place an order?

  Placing an order is easy and only requires a few minutes.

  If it's your fist time with us, please create your account and follow these quick steps:

  Choose your products

  1. Login at the top right and enter the e-mail address and the password chosen when registered: click on the "Login" button and you're in!

  2. Select the product and customise it by choosing the features you require

  3. Add the item to the basket and click on "Continue shopping" if you want to add other products (up to 15 in one order)

  Please note that if you want to print different designs on the same product you need to create an order with one print job for each print file. For example: to print 5 banners with different graphics, add to the basket 5 separate items (1 copy each), and then upload one file for each item

  4. Check the summary of your chosen product(s) in the basket: you'll have the chance to edit the item(s) or update the cart if needed

  Add your personal detail

  1. Click on "Proceed to checkout" to choose the shipping address and sender option available only for account registered as company or sole trader) and select "Yes" if you want to get an invoice and enter the billing address

  2. Please read and accept the terms and conditions of sale before purchasing the order

  Complete your order

  You'll now be assigned an order number.

  Choose how to proceed with the payment and upload your files (if you did not already use Designer): your order is now completed!

  An order confirmation e-mail will be sent to your e-mail address for each completed order: check the summary of the products selected here or from your personal area under "Your orders" section.

  We are here to help you every step of the way: if you need support with the registration, please read this article and for more information about your first order read here. Don't hesitate to contact us, if you still have any doubts!

• Where can I find my oldest 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 your name on top right of the home page
  • Enter the personal area "Your Orders" section
  • Click on the "Pre-16/​12/​2022 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 paid yet: the status is "Open". The order is not completed: find out on the job status if:
    • • Waiting for artwork/payment
      • Waiting for payment

  Order Status “Open”	Job Status

  • The order has been paid: the status is "Confirmed". Find out on the job status if:
    • • Waiting for artwork
      • Artwork validation (file check is ongoing)
      • Printing is in progress

  Order Status “Confirmed”	Job Status

  • The order has been shipped: the status is "Completed". In this case all the items were shipped, and the shipping tracking is available on the job status:

  Order Status “Completed”	Job Status

  • Orders have been canceled:  the status is "Cancelled". In this case all the items have been cancelled:

  Order Status “Canceled”	Job Status

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

• How can I send a complaint?

  We do our best to provide good quality printed products and services within the estimated delivery date chosen.

  Any issues encountered with your order? Aren’t you satisfied with the service provided? You can raise a complaint explaining what happened following the steps below:

  • Go to “Need help?” page and click on the button "Fill out the form" you find at the bottom right of the page
  • Select “Existing order”

  

  • Fill the remaining fields: kindly mention the order/item number and describe the issue you have identified
  • Upload pictures to illustrate the quality issue (this will help us investigating and improving)

  Your request will be processed as soon as possible.

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

   

   

• Can I advance or postpone an order delivery date?

  Unfortunately it's not possible.

  Once a file has entered the production process, it's no longer possible to change (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 contact us. We'll be happy to help!

• How can I access to my account?

  The following steps should be followed in order to access your account:

  1. Enter your e-mail address in the corresponding box  on top right.
  2. Type your password in the corresponding box
  3. Click on the "Login" button

  If you want to reset your password, follow these steps :

  • Click on "Forgotten your password?"
  • Pop-up window will be displayed
  • Enter the e-mail address you used when you registered on pixartprinting
  • We will send you an email with instructions on how to create your new password. 

  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'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!

   

• Do I need to create an account to place an order?

  You need to register to place an order: creating an account allows you not only to use our services (place a print order, purchase a Design Service, order a sample pack) but also to access exclusive promotions.

  Having an account permit you to receive communications, offers, invoices, keep updated about your orders/services and handle your personal information.

  Read here for support creating your Pixartprinting account.

• 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 !

• How can I unsubscribe from the Newsletter?

  To unsubscribe from our Newsletter, just open any of the communication received and click on the "Unsubscribe" button you find at the bottom of the e-mail.

  

  The unsubscription is done immediatly; although you may still receive Newsletters already scheduled, in the next few days.

  If you keep receiving Newsletters, don't hesitate to contact us: we'll be there to help you!