Most Common Questions

• How do I place an order?

  Placing an order is easy and only involves a few steps:

  1. Log in by clicking on 'Login' at the top right of the website and entering the Username and Password you chose when registering.
  2. 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).
  3. Check the summary of your chosen product in your Basket, choose your delivery address and read and accept our terms and conditions
  4. 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-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 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 delivery date?

  Unfortunately it's not possible.

  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:

  1. 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)
  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. 

  Your password must be at least 8 characters and contain at least 1 lowercase letter, 1 uppercase letter, and 1 number, it can include de special characters - @ $ ! % * ? & and space.

  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!

• Where to find my invoice?
  Invoices are available in your personal area under "YOUR ORDERS", following these steps:

  1.  Log in to your Pixartprinting account using your email address
  2. Click on the 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 to get the invoice generated
  • The invoice will be available only if it has been requested during the order confirmation : if you don't find it on "your oders" section it may be because you selected "I do not want an invoice". Please contact our customer care support to provide the invoice (without VAT details). For future orders please make sure to select "YES" at the Billing section when asked "Woud you like an invoice?"
  • If your order has been modified after payment (cancelation/Editing), you will find 3 invoice documents:

  1. 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

  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 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!