FAQ
Production & delivery time
To check the status of your order at any time, visit our 'Order Status' page. Simply enter your order number and the email address you used when placing the order to track the progress of your order.
The delivery time of your personalized product depends on the specific item, as each piece is made individually for you. For detailed information about our production and delivery times, please check the track & trace from your order.
Changing or canceling your order
Changes after order confirmation:
Once your order has been confirmed, it can no longer be changed or cancelled.
Changing the delivery address:
If necessary, you can do this on the Order Status page.
Cancellations and refunds:
Due to the nature of personalized products, cancellations or refunds are not possible.
Complaint about product
Has your package not arrived or been lost?
Check the current status on our Order Status page. For further assistance, please contact our customer service below.
Product damaged or color deviations?
Contact our customer service immediately with photos of the product and the packaging.
Image quality not as expected?
Check the original file and the resolution. Please note that low image quality may lead to dissatisfaction with the final result.
Contact us regarding complaints and feedback.
Your satisfaction is important to us. We are here for you if you have any concerns or problems. Please contact our customer service for support and a satisfactory solution. We appreciate your feedback, as it helps us to continuously improve our products and services.
Photo quality tips
Resolution of the photo
Pixels measure the dimensions of a photo during capture or editing, while DPI (dots per inch) measures the print resolution. A higher DPI results in better detail and sharpness in the print. The ideal DPI of your photo is 300 DPI. Please note that the minimum is 144 DPI.
Guidelines for choosing the resolution:
Viewing distance: The closer the product is viewed, the higher the resolution should be.
Surface texture: Clear and smooth surfaces require a higher resolution for maximum detail.
Product size: Larger products require a higher resolution to maintain image quality across the entire size.
Recommended minimum resolution per product category:
Wall decorations:
2000px minimum: Ideal for small products with textured surfaces such as canvas or wood prints. 3000px minimum: Required for a sharp print on products with smooth surfaces such as acrylic glass, Alu-Dibond, and gallery prints.
Textiles:
2000px minimum: Suitable for smaller textile items with a soft texture, such as cushions or tote bags.
3000px minimum: Recommended for larger textile products such as bedding and blankets.
Photo gifts:
2000px minimum: Sufficient for smaller items such as MIXBLOX, memory games, and magnets.
3000px minimum: Preferred for larger gifts such as puzzles.
Photo books and calendars:
3000px minimum: Standard for photo books, calendars, photo prints, and greeting cards to obtain sharp and vivid images.
File format
You can use .jpg (or .jpeg), .png, and .pdf to design your photo product. Each format has a different impact on print quality:
.jpg (or .jpeg): Offers a good balance between quality and file size. Ideal for color photos and general printing.
.png: Delivers high quality, especially for images with sharp contrasts.
.pdf: A modern format that offers both high quality and a small file size, ideal for high-quality prints or prints with lines.
For most printing purposes, .jpg or .png are excellent options.
Photo tips
To ensure your photos look fantastic on our products, here are some important tips:
Lighting: Natural light is best for capturing vibrant colors and clear details.
Stability: Use a tripod or place your camera on a stable surface to prevent shaky images.
Focus: Ensure your camera is aimed at the correct part of the scene.
Resolution: Use your camera's highest resolution setting for sharp prints.
Composition: Pay attention to your photo's composition, such as the rule of thirds and leading lines. Make sure your photo is suitable for a square image.
Order process
How to place an order
Step 1: Select a product: First, choose the type of product you want to personalize.
Step 2: Upload photo: Click on "Upload photo" and choose your favorite photo.
Step 3: Customize product: Use our configurator to arrange your product exactly to your liking. Once you are satisfied, add it to the shopping cart.
Step 4: Check shopping cart: Carefully review your selection in the shopping cart and then proceed to checkout.
Step 5: Enter address and payment details: Enter your billing and shipping address and select your preferred payment method.
Step 6: Complete order: Confirm your order by clicking on "Order now".
What happens next?
Your order goes into production immediately. We use the latest technologies and ensure excellent print quality to make your personalized photo product perfect.
Changing or cancelling
Changes after order confirmation:
Once your order has been confirmed, it can no longer be changed or cancelled. Our production processes are designed to produce and ship your personalized items as quickly as possible. Please check all details of your order carefully before confirming it.
Changing shipping address:
If you need to correct the shipping address, you can do so on the Order Status page, as long as production has not yet started.
Cancellations and refunds:
Due to the individual manufacturing of each product according to your specific wishes, cancellations and refunds are not possible in accordance with § 312g para. 2 sentence 1 no. 1 BGB. These products are specially made to order and cannot be reused upon return.
I did not receive an order conformation
Causes:
- The email may have ended up in your spam folder.
- Your inbox may be full.
- A typo may have been made when entering your email address during the order.
- If you still cannot find your order confirmation, please contact our customer service.