FAQs.
How do I report an occurrence with my order?
If your claim is validated, we will send a reprint to you as quickly as possible or offer a full refund for the defective order.
Colour consistency: We use the same print machines, paper types and work processes at our print partners to minimize colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged products: If you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products or lack of quality of the delivered product not caused by lack of quality of the content you provided.
Incorrect address: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our print partner and destroyed. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Unclaimed: Shipments that go unclaimed are returned to our print partner and destroyed. Should you want to submit a new order, you will be liable for the costs of the new order.
Returned by customer: We currently do not support returns due to the fact that the products are made to order for each purchase. Should you want to submit a new order, you will be liable for the costs of the new order.
What are the return policy and quality guarantee?
If you are not satisfied with the quality of the products that you have received, please do get in touch within 15 days after receipt and we will do everything we can to investigate and discover a solution.
What happens if my order is past the 28 business day delivery time limit?
Based on several cases:
Order on time: The estimated delivery date has not passed yet. Please wait a few more days until the estimated delivery date has passed before you contact us.
Order not dispatched: The estimated delivery date is already in the past and the order has not been shipped. If the order is still in status ‘Printed’ even past the estimated delivery date, please reach out to us for further assistance.
Late shipping: The estimated delivery date is already in the past and the order has been shipped. If the order is in status ‘Shipped’ and it is past the max estimated delivery date, please reach out to us for further assistance.
The estimated delivery date provided is based on information from carriers and is not a guarantee. For international shipments, there may be several days in between tracking updates due to customs clearance processes.
What file specifications are there for a custom print?
For ProjektPrint to offer consistent quality, we have identified a group of print machine settings that we believe is a standard for high-performance prints. Furthermore, for our platform to make the smallest amount of colour transformations and secure your files are printed as intended, we require that you follow the guidelines below.
File requirements:
Files should be exported as PDF/X-4 which supports both sRGB & CMYK objects, with output intent set to GRACoL 2006.
For posters and non-paper products, it is recommended to use sRGB images to ensure the most vibrant output is achieved.
For small format digital printing such as brochures and business stationery, we recommend using CMYK image files.
Fonts should be embedded or converted to outlines. For the best print output, we recommend using a minimum of 7 point font.
We require a 4 mm bleed area to be provided on all sides. The safe area should start at least 4 mm (16 mm only on the binding side for Wire-O bound products) from the trim line to ensure that text and graphics are not cut off, more on this below.
Single fold and multipage files should be exported as separate pages, not spread.
Multiple single-page files should be exported as separate files (e.g. if you need to print 10 different flyers, these will need to be 10 separate files).
For multipage documents with perfect binding, the cover should include a spine.
Images should have a resolution of at least 300 dpi.
Black and Grey tones: We recommend using solid colours (one channel colour, e.g. C0 M0 Y0 K70).
We recommend flattening all layers. If you want to use a layered file, please make sure to delete unwanted or hidden layers.
We recommend flattening all transparencies in the print-ready file.
Rich black: Preferred mixture 60 60 60 100 – total 280 for large elements and texts.
Files should not contain any kind of password protection.
Do not add crop marks, colour bars, registration, etc. for our platform takes care of this automatically.
Bleed, trim line, and safe text area:
Bleed: This is the portion of your design that will be trimmed off when files are cut to the final size. Its purpose is to make sure your design or image reaches right to the very edge of the cards, leaving no unsightly white edges. If you're designing your file before you upload it, you'll need to make your artwork 'Full Bleed' size to account for this.
Trim line: This is the final size of your printed files after the 'bleed' has been cut off.
Safe area: This is an area inside the 'Trim'. Being smaller than your final design, the safe area is kept well away from blades and cutting machines, and so this is where you should place your most important information or sections of your design. Anything outside of this area runs a risk of being cut off!
What is DPI, resolution and actual print file size?
Resolution is the measure of pixels in the display, usually expressed in measurements of width x height. For example, a monitor that is 1920 x 1080 is 1920 pixels across and 1080 pixels down.
DPI (dots per inch) is the number of dots in a printed inch. The more dots the higher the quality of the print (more sharpness and detail).
The actual size is best described with (you guessed it) actual numbers. Let's say you have a 5”x5” shape at 100dpi, but you need to make it a 10”x10”. If you simply scale it to twice its original size you go from 5”x5” to 10”x10” Since the size has now doubled, your resolution has been cut in half- that particular part of your graphic, is now 50dpi.
Can I exchange a damaged product?
In some cases, you might be entitled to a refund for an order you have placed, such as when an order is damaged or lost. We will process a refund for you after having verified that this is actually due. Also, if you cancel an order before it is actually printed, you will be entitled to a full refund.
Please note that crediting the funds to your credit/debit card can take between 2 to 7 business days.
What if a product is damaged?
We are sorry to hear that the order has arrived damaged, this should have never happened. For such cases, we have a simple process in place that will allow you to receive a new product as soon as possible.
If your order has been damaged, please click here to reorder a new batch.
In order to claim a reorder of a damaged product, you will be mandated to compile photographic evidence of the damaged product, ideally, both the product and the packaging.
What if my order is lost in the mail?
For packages lost in transit, we will offer to reprint and ship a replacement order.
Please note that prior to a replacement of an order we will confirm first with you that the shipping address was correct and that you got in touch with your local post office to try to locate the lost order.
For the order to be considered lost, we might first need to confirm this with the shipping provider.
If the courier states that an order was delivered but you believe that you have not received it, we will not be responsible to reship that order, and any replacements would be at your expense.
Can I change my address after placing an order?
For your security, we are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'.
If you are not at home when the delivery is attempted, the courier may leave the parcel with a neighbour or in a secure location if possible. If not, your tracking information will be updated accordingly.
Do I have to pay a delivery charge?
Yes, the shipping cost is dependent on the size and weight of the product(s). We offer an inclusive delivery service for all customers who are based all over the world.
Estimated delivery timeframes can be viewed here.
*Times for dispatch on the same day are estimated and count for orders placed between Monday-Friday.
Are there any other charges on my order?
In some countries, customers may be required to pay VAT and any applicable duties to the carrier.
Why haven't I received my order?
Delivery times can range from 2 to 28 days for non-tracked shipments. This depends on the country of delivery-to and production speed. You will be notified by email when your order has initialised its delivery process to your location.
If your order has surpassed the maximum estimated timeframe, please do contact us for assistance.
Do I need an account to order?
No, you do not need to register an account to place an order. On the checkout page, please select 'Continue as a Guest' to complete your purchase.
How do I change the details in my account?
Once registered log into your account to amend your password, email address or address details.
Why can't I sign into my account?
Please make sure you are using the same email address and password that you used when you registered your account. If you have forgotten your password, just type your email address into the 'Forgotten your Password' box on the sign-in page. You can change your password, main email address or any of your other details at any time just by signing in to My Account.
If you are still unable to sign in to your account, please contact us or check out as a guest.
How do I close my account?
If you would like to close your account please contact us, quoting the email address associated with your account in the 'Your Message' box.
How do I sign up for your newsletter?
Please enter your email address in the Newsletter Signup section of our website. This can be found near the bottom of this page.
How do I unsubscribe from your newsletter?
Please contact us quoting 'unsubscribe' in the 'your message' box. We will remove you from our newsletter distribution list within 72 working hours.