FAQ


What is your quality guarantee policy?

We offer 100% customer satisfaction guarantee.

If you are not happy with the product you received for any reason (except for situations outside our control such as incorrect text, misspelling, wrong address, etc.), kindly reach out to us within 14 days of delivery. We are committed to providing a resolution by offering a complimentary reprint or refund, depending on the situation. We may ask you to return the originals.
Please note: we use postal and specialist delivery companies which are responsible for getting your product to you on time. If they experience problems, we work closely with them to help communicate any delays.
For pixelated images where the warning was received and your placed order has the mention "Our quality and refund guarantee will not apply to this order", we will not be able to provide a solution since the warning was skipped or ignored.

Can I exchange my item?

We currently do not support returns or product exchanges because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order, unless otherwise clearly covered by our 100% quality guarantee.

Can you help me with a damaged product?

If you receive defective or damaged orders, such as damage to the delivered products, or errors in the number or quantity, we will cover the costs of a replacement order.

What happens if i did not like the product quality?

If you’re not satisfied with the quality of the products, get in touch within 14 days after receipt, and we’ll do everything we can to investigate and find a solution.
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.

We strongly advise our customers to proofread the text they are typing and the photos they are uploading to be of good quality, as Optimalprint does not proofread before printing, so the products printed with typos and pixelated/blurry photos are not covered by our quality guarantee. Should you want to submit a new order with an updated text/image, you will be liable for the costs of the new order.