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!

• Archived Orders

  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 "Orders" section
  • Click on the "Archived 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 have the possibility to check the order status directly from your Account under the section "ORDERS". Please find below an explanation of the different order / job status.

  Order has not been completed yet. In this case, one or more jobs are in the status: 

  Order Status “Open”	Job Status

  
  Order is paid. In this case, one or more jobs are in the status:

  Order Status “Confirmed”	Job Status

  
  Order/item has been shipped. One or more jobs are in the status:

  Order Status “Completed”	Job Status

  
  Order/all items have been Cancelled.

  Order Status “Cancelled”	Job Status

  
  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 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!

• 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.

   

• 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.

  • 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!

• 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.

• Promocode: how to use it

  If you have a promocode, please pay attention to the disclaimer conditions:

  • The percentage
  • The product(s) on which it get applied
  • The delivery time included
  • Maximum value for each job
  • Maximum number of jobs:
    • All the jobs in one order
    • Jobs maximum number splitted into more orders
    • If the maximum job number has been exceeded the offer won't get applied on the additional jobs
  • The expiration date
  • The account on which you've received it

  Remember to enter the promocode on the product page, before adding the product to the basket: you'll find the specific promocode box just after date and price information.

  

  It's no more possible to add the promocode once the order is purchased.

  Bear in mind to check:

  • If there's any space before or after the promocode
  • Follow the promocode format (upper and lowercase letters)

  Please note that different promotions can't be cumulative and the last voucher inserted will be applied.

  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 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!