FAQ

The questions we hear most.

How do I pay?: Payment is by bank transfer. When you place an order we email you an invoice with our bank details (and show them on your order page). Send the total, use your order number as the payment reference, then either upload your receipt from the order page in your account or reply to the invoice email with your proof of payment — whichever is easier. Uploading a receipt doesn’t mark the order paid; we confirm payment once we verify the transfer in our bank account. If you don’t see the email, check your Spam or Promotions folder. We don’t take card payments online yet.
When does production start?: Once we confirm your payment. Until then your order shows as “awaiting payment” — we begin printing as soon as the transfer is received.
Can I cancel my order?: Yes — while the order is still awaiting payment (before production starts) there’s a Cancel button right on your Orders page and on the order itself. Unpaid orders also cancel automatically after the payment window closes, and the reserved stock is released.
What if my item arrives damaged or printed incorrectly?: Message us on WhatsApp or email within 7 days of receiving it, with your order number and a photo. If it’s our error — a print defect or damage in transit — we’ll reprint it or make it right. Because each item is personalised, we can’t accept returns for change-of-mind, but production mistakes are always covered.
Why do I need an account?: To save your designs, place and track your order, download invoices, and see your payment status. You can browse and design first, but you’ll sign in or create an account to save, add to cart, or order. We’ll ask you to verify your email address so you can sign back in securely.
How long are my photos kept?: Two timelines, kept separately. An order’s photos stay while it’s active and for about 90 days after delivery so we can reprint if anything goes wrong, then they’re permanently deleted — reorder within that window if you’ll want another. Saved designs are kept for 180 days after your last edit — if a design stays inactive for 180 days, the design and its photos may be permanently removed. Either way, always keep your own copy of the photos you upload — don’t rely on us as permanent storage.
Can I use one photo in several spots?: Yes — add a photo once and place it into as many slots as you like. Each placement crops independently, so the same photo can fill the whole front and a small inset too.
What do DPI and the photo-quality warning mean?: DPI (dots per inch) is how many pixels of your photo go into each printed inch — the higher it is, the sharper the print. We aim for 300 DPI: at that level a print looks crisp even up close. As you place and zoom a photo, the editor works out its real DPI at that printed size and shows a quality badge — “Excellent” or “Good” means you’re fine; “Okay” may look a little soft; “Low” or “Too low” means it’s likely to print blurry, and we’ll ask you to confirm before ordering. Zooming in crops away pixels, so the same photo can be “Excellent” small and “Low” when blown up.
What resolution do I need?: It depends on the printed size — a small wallet card needs far fewer pixels than a large puzzle. As a rule of thumb, any photo straight from a modern phone camera (8–12 megapixels or more) prints beautifully at every size we offer. The editor checks each photo as you place it and flags anything that may look soft, so you always know before you order.
How do I pick a photo that prints well?: Use the original photo, not a copy: WhatsApp, Messenger, and screenshots compress photos heavily and are the most common cause of blurry prints — send the photo to yourself as a “document”/file, or upload straight from your camera roll. Prefer sharp, well-lit shots (daylight beats dim indoor light), keep faces away from the edges, and avoid zooming in more than you need — the quality badge updates live as you adjust, so you can see the effect of every change.
Can I edit a design after I order?: Your editable draft stays in your account. Placing an order freezes a snapshot for production, so a later edit becomes a new order rather than changing one already in production.
What file types can I upload?: JPEG, PNG, and WebP — plus iPhone HEIC photos, which we convert to JPEG for you automatically when you upload, so you can use your camera roll as-is. Each photo can be up to 25 MB; a HEIC photo takes a few extra seconds while we convert it.
How long does it take?: Most orders print in 2–4 business days, then ship via your selected carrier.