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  • Images submitted

    When you transfer your images and photographs from your computer to our servers, we set the colour space to sRGB and the integrated profiles are replaced by sRGB v4. This conversion is an intelligent one and does not make any noticeable changes to the colours of the original image, although in some cases, images with more unusual characteristics or less common profiles may result in less colour fidelity.

    Monitor

    Another recommendation is to configure your monitor correctly. A well-configured monitor, together with our colour management, will allow you to reliably preview the colours of your images as you will receive them: what you see will be the final result. These are our recommendations.

    • Ensure that the sun does not reflect directly on your monitor or cause glare, and that there is little light.

    • Check that your monitor has the correct settings: Gamma: 2.2, Brightness: 90-120 candelas per square metre, and colour temperature: 5000 Kelvin.

    • If you are a professional and want even more accurate colour management on your screen, you can use a colorimeter.

    Software

    If you use any graphic editing software, it is important that the viewer (such as Photoshop or Lightroom) recreates the printing conditions in the software so that you can see the final result as realistically as possible in terms of colours. For example, in Photoshop, select ‘View’ > ‘Proof Settings’ > ‘sRGB Monitor’ from the top menu.

    Operating System

    Check that your operating system has applied the correct profile for your monitor.

    In Windows:

    Control Panel > Manage Colour. Then select the corresponding monitor and check the option "Use my setting for this device". Now click "Add" and choose the profile "sRGB IEC61966-2.1" from the list and set it as the default profile or select your latest monitor calibrator.

  • There are three payment methods available for your order:

    Card

    It is the fastest, most convenient and secure method. Your details are not stored and are used exclusively to be sent to the secure payment platform thanks to digital certification and data encryption. You can pay with Visa, Mastercard and American Express cards.

    If you encounter any problems when paying by this method, we recommend that you read the section ‘Failed card payment’.

    Paypal

    PayPal is one of the most common payment methods for online shopping used worldwide. It can be used as a platform whether you are registered with a PayPal account or as a simple payment platform by entering your card details.

    Multibanco

    This is the most commonly used payment method for online purchases in Portugal. When you choose this method and finalise your order, you will be provided with the ATM references and the amount to be used to complete the payment. Payment registration takes approximately 1 day.

    Bank Transfer

    When you complete your order, the payment details and instructions will be displayed. This is the number to which you should make the transfer

    IBAN xxxxxxxxxxx

    Please indicate the order number as the reference. Our system automatically detects the number. It is not necessary to send proof of transfer. The order will begin the production process as soon as we receive payment. Please note that the transfer may take 2-3 working days to be registered. The order will be active for a period of 7 working days, after which it will be automatically cancelled.

    Please make the transfer accurately, as it is an automatic process and an error in the amount or spelling may cause delays in validating the order.

  • If you have doubts about whether the photo size is large enough for the product, simply start customising the product and add that image or photo to your design.
    Depending on the image size, the customisation area and the type of product, the editor allows you to enlarge it to the maximum possible size. Therefore, if the image is of sufficient quality, the editor allows you to enlarge the image considerably. If the quality is poor, the editor will only allow you to enlarge it to a certain size.
    The larger the image size, the higher the quality you will achieve. Since the image is large and of good quality, the higher resolution range will be used, and if the quality is poor, a lower resolution will be used, which will be sufficient for the product to look well pixelated.
    If your design is composed of several photos, the print resolution of your design will be adjusted to the lowest resolution of all the images that make up the composition.
    The maximum image size accepted is 25MB.

    All the information mentioned above refers exclusively to the size of the image in relation to the size of the print. We understand that, in addition to this factor, other factors that cannot be controlled by the editor are important for viewing the product properly, for example, that blurred images are not dark.

  • If you are trying to pay by card and receive an error message, it may be due to one of the following reasons:

    Please check the details you have entered.

    This is usually the most common error. Ensure that the 16 digits on the card are correct, as well as the expiry date and CVS code (the 3 digits on the back of the card).

    Please ensure that the card is valid.

    Check that your card is active (if it is new, you must activate it beforehand at an ATM) or that it has not expired.

    Some banks also require you to activate them specifically for online purchases.

    Proxies for companies and organisations

    Some companies and organisations channel web traffic through a proxy, which sometimes acts as a filter and blocks traffic from external websites.

    If this is the case, follow these recommendations: many of these organisations' IT systems only have one specific browser, which is very old and may also be the cause of the error.

    Possible solutions if you cannot pay by card

    To avoid losing your design, you have two options:

    Option 1. Choose PayPal as your payment method.

    PayPal also allows you to pay by card, even if you are not registered. You can choose this payment option and enter your card details via PayPal.

    Option 2. Choose Bank Transfer as your payment method (you can change this later).

    Select ‘bank transfer’ and complete your order. You will receive an email with instructions on how to make the bank transfer. However, in addition to these instructions, you will receive a link to try again to make the payment by credit card or PayPal. Once you are on another device or network, click on the link in the email to make the payment by credit card or PayPal and follow the instructions. If you are still unable to make the payment this way, you must follow the instructions to make the payment by bank transfer.

    Since 1 January 2021, the new European PSD2 regulation requires banks to verify online payments with two-factor authentication.

  • If you are browsing our website and encountering any issues, such as the page not loading or a 404 error (page not found), we recommend following these instructions, as they may resolve most of the issues that may arise.

    1. You must have your browser updated to the latest version.

    Avoid using outdated browsers, especially Internet Explorer. If you want a more secure search, use the best browsers on the market, such as Chrome and Firefox.

    2. Clear your browser's cache and cookies

    Attention! If you have already added any products to your shopping cart, you may lose them.

    3. Check your Internet connection.

    If you are using your mobile phone, check that you have network coverage and that the connection is stable.

    4. Restart your computer or device.

    There are times when the PC device is not used frequently and consequently becomes slower, which affects website navigation. In this case, it is best to restart it, which will improve the overall functioning of the website.

    Followed the instructions and still having problems?

    Please contact us and let us know what the problem is, and we will try to help you.

  • Portugal

    Standard

    2 to 3 days (Madeira & Azores 7 days).      €4.95

    Free shipping for purchases over €50

    In-store collection

    Marina de Cascais Parking -1 shop 9

    2750-800 Cascais

    Spain

    Standard

    2-3 working days after manufacture      €5

    Free shipping for purchases over €75

    REST OF THE WORLD

    Standard

    7 working days      25€

  • When customising a product on our website, you will have the option to upload images or photos (for most products). When uploading images, we support the following formats: jpeg, gif, png, bmp, webp, svg, tiff, pdf, ai, ps, eps, ept, heic, jp2, mov, mp4, and psd. They cannot exceed 25 MB.

    What are transparent images and which formats support transparent backgrounds?

    Transparent images are those that have areas or pixels that allow you to see the background behind them instead of hiding it with a solid colour. This is useful for overlaying images on other graphic elements or backgrounds without a visible rectangular box around the image. To give a practical example, if you want to customise a T-shirt with a round logo, you should upload an image that contains that logo and where the rest of the background is transparent, so that nothing else is printed on the T-shirt.

    The file formats that support transparent backgrounds are mainly:

    • PNG: Supports pixel-by-pixel transparency, allowing for completely transparent areas. It is the most recommended format for uploading images with transparencies.

    • GIF: Supports a single colour as transparent, useful for images with simple areas of transparency.

    It is important to note that although these formats support transparency, a specific image in these formats will not necessarily have transparent areas. The image creator may choose not to include transparent areas, causing the image to appear with a solid background or be completely opaque. The ability to support transparency does not guarantee that all images in these formats will use it. When creating a design for a product, if you want it to have transparent areas, make absolutely sure that you are using a file that supports these transparent areas and, furthermore, that the image actually has these transparent areas and is not completely opaque.

    Detailed explanation of supported image types

    Here is a brief explanation of the characteristics of each type of image file mentioned:

    JPEG (Joint Photographic Experts Group):

    Compressed format.

    Suitable for photographs and images with colour gradients.

    Does not support transparency.

    GIF (Graphics Interchange Format):

    Compressed format.

    Supports transparency (only one colour can be transparent).

    PNG (Portable Network Graphics):

    Compressed format without loss of quality.

    Supports transparency (pixel by pixel).

    Ideal for web graphics and images with transparent areas.

    BMP (Bitmap):

    Uncompressed format.

    Can have a large file size.

    Does not support transparency.

    WebP:

    Image format developed by Google.

    Offers efficient compression and support for transparency.

    Mainly used for web images.

    SVG (Scalable Vector Graphics):

    XML-based vector image format.

    Scales without loss of quality.

    Does not support transparency directly in the image.

    TIFF (Tagged Image File Format):

    Flexible, high-quality image format.

    Supports multiple layers and alpha channels for transparency.

    Used in printing and high-quality image manipulation.

    PDF (Portable Document Format):

    Portable document format that can contain images.

    Can include images with transparency and vector graphics.

    AI (Adobe Illustrator Artwork):

    Adobe Illustrator file format.

    Supports vector graphics and can include transparency.

    PS (PostScript):

    Adobe PostScript file format.

    Mainly used for vector graphics and text.

    EPS (Encapsulated PostScript):

    Adobe file format.

    Allows vector graphics with transparency to be included.

    EPT (Encapsulated PostScript Template):

    Variant of EPS used as a template.

    HEIC (High Efficiency Image Coding):

    High-efficiency image format developed by Apple.

    Can include transparency.

    JP2 (JPEG 2000):

    Evolution of the JPEG format with improved compression.

    Supports transparency.

    MOV (QuickTime Movie):

    Container format for video and audio developed by Apple.

    Can contain image sequences.

    MP4 (MPEG-4 Part 14):

    Standard multimedia container format.

    Can include video, audio, and images.

    PSD (Adobe Photoshop Document):

    Native format of Adobe Photoshop.

    Supports multiple layers, alpha channels, and transparency.

  • When placing orders on our website, you must create a registered user account. You cannot make purchases as a guest.

    To register, you can use the link in the menu ‘Identify yourself: Log in or register.’ Or, when purchasing a product, after customising it as desired, you will reach a step where you must identify yourself (if you already have an account) or register (if you do not have an account) to continue.

    There are two ways to register with Imprimir com arte:

    1.  Enter your details manually: first and last name, a valid email address, and a password containing between 8 and 20 characters.

    2. Use the Sign in with Google button. With this option, you will automatically be registered with Imprimir com Arte using your Google account.

    Registration, in addition to being mandatory for placing orders, has several advantages:

    1. You can access a history of My Orders and download invoices.

    2. You can save all your details and delivery address to speed up future orders.

    3. You can access the history of all tickets and open a new one if you wish.

    4. You can access the history of all designs and creations, so you can use creations you have already saved without having to create them again.

    5. Access to discounts and special promotions.

I have already placed
my order

  • It is possible to receive a promotion with a discount code by email or see it on the website, and then forget to apply the code when finalising and paying for your order. In this case, we can apply the code later, provided that:

    • You request it within 48 hours of finalising your order.

    • The discount was applied to the product at the time the order was placed and to the products in the order.

    • You have not taken advantage of any other discount (such as a quantity discount).

    If this is one of your cases, please contact us and we will apply the corresponding code.

  • When you complete your order, you will receive an email with a link so you can track your order: both during the production process and during shipping.

    If you do not receive it, check the ‘Spam’ folder in your email.

    You can also check the status of your order by entering your email address and order number in the ‘Track your order’ section of the website.

    In this section, you can check the status of your order and shipment, as well as perform various actions such as cancelling, downloading the invoice, etc.

    It may take a few minutes for your order to appear in the track order section after you have completed it. If you check immediately after placing your order, it is possible that no information will appear. If this happens, please try again after a few minutes.

  • We advise you to modify your order due to force majeure, as order modifications are more likely to cause incidents. However, if you need to make a modification to your order, below we explain how to proceed in each case.

    In cases that require you to contact us, we will do our best to make these changes, but we cannot guarantee that we will be able to do so once we have received your message (ticket, chat, email) if your product has already been manufactured.

    Change delivery address

    You can change the delivery address whenever:

    • The order has not been packed and shipped

    • The shipping costs for the new delivery address are equal to or less than the price for the original delivery address

    To request a change of address, please contact us.

    Modify a product

    It is only possible to modify a product if the following conditions are met:

    • The product has not yet been manufactured.

    • It can only be modified by a variant of the same product, e.g. colour, fabric, finish, size, etc. For example, if you buy mugs with a white interior and want to change to another interior colour. Or if you buy an apron and want to change the colour of the hem, etc.

    The new product or model must be the same price as the original or lower.

    If these conditions are met and you wish to request a change, please contact us, making sure you have your order number to hand and provide us with all the relevant information.

    Modify the quantity and units of a product

    If it is:

    • Increase units. This option is not possible, as it involves modifying the total amount payable. If you want more quantities or units of your order, we recommend that you place another order. If you want to repeat the order with the same images and design, you can find out how to do so here.

    • Reduce units. This option is possible as long as the order has not yet begun to be manufactured. Please contact us specifying the quantity. We will proceed with the refund of the corresponding amount.

    Modify the design created or change images or text

    This option is not possible, so if you absolutely need to use this option, we recommend that you cancel your order and place a new one.

  • There are occasions when the same person places several orders in a short period of time with shipments to the same destination and contacts us to request that we combine the products into a single order so that they only have to pay shipping costs once.

    We would be very happy to offer this option, but unfortunately it is not possible due to logistical complications and the difficulty of automating this procedure.

  • You may cancel an order as long as the manufacturing process has not yet begun. To make this easier, we allow a 30-minute window before the order enters the manufacturing process, and even if production has not yet begun after this period, the order can still be cancelled.

    How to cancel an order

    Go to the order tracking area and enter the requested information. Once you have entered the information correctly, you will have access to your order details and a button with the option to cancel. Simply click on the button to cancel.

    Your order will then be cancelled and the amount of your order will be automatically refunded. Please note that once the order has been cancelled, it cannot be recovered, so think carefully before cancelling your order.

    If you have just placed your order and do not see the option to cancel when you access this section, it is because your order has not yet been registered in the system. Please try again in a few minutes.

    The refund will take a few days to be registered in your account.

I have already received my order

  • If you have received your order and loved it, or simply need more, you can choose to:

    Request copies of customised products

    The option to repeat orders is only available to users who have selected this option with registered users.

  • We make every effort to ensure that you do not need to read this information, but if necessary, below we explain how you should proceed in each situation:

    Products damaged during transport

    If, upon opening the order, you find that any of the products have been damaged during transport, you must notify us via the contact section within 48 hours (from the time you receive the order) and send a photo of the shipping label and the damaged products.

    Replacements or refunds

    Once your complaint has been resolved favourably, we will dispatch your order correctly as a matter of urgency. However, there may be cases in which a refund or discount will be offered. In the case of refunds, the time it takes for them to reach your bank, from the moment they are processed, can be between 1 and 7 working days, depending on the processing speed of the issuing bank.

    Products with manufacturing defects

    For complaints related to the manufacture of your order, it is important that you contact us within a maximum period of 30 days, as after this period the images of your order are destroyed in accordance with our data protection policy, which makes it impossible to carry out the necessary checks.

    Simply send us a message using the form in our contact section with one or more photos (if possible in natural light) of the problem or defect with the product in question.

    In the case of incidents involving incomplete, broken or damaged orders, a photograph of the packaging will also be required.

  • If you filled in your billing details when placing your order, you will receive an email with the invoice attached in PDF format shortly afterwards. If you do not receive the email, you can download the invoice from the order tracking section.

    If you did not fill in your billing details when you placed your order and you need an invoice (as a purchase note is usually created), please contact us via ticket, providing your details, and we will send you the invoice for your order within a few days.

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