FAQS

Frequently Asked Questions

Don't worry, you're not alone! Here are some of the top questions we get asked all of the time.

Do I have to create an account?

No need to create an account, we will create it for you after one of our Merch advisors got in touch with you.

While it's totally cool to just dive in and place an order request without an account, we'd love to invite you to join our Merch by HelloPrint family! Creating an account unlocks a world of possibilities: tracking your order requests, approving quotes, managing orders, diving into order analytics, and even adding other users. But hey, no pressure! If you're not ready to commit, our Merch advisors are always here to help you out with your order request.

When will I receive a quote after making a selection?

Can’t wait to get a quote? Hang tight for just 24 hours! Once you pick your products, we'll whisk you a quote and a design preview with your logo and colors. It's like a sneak peek of your future pack!

Can I use my existing Enterprise PrintPortal or Drukzo.nl account to order at Merch by Helloprint?

Do you already have a Print Portal with us? Simply find our full Merch range in your very own store. Simply sign in with your Print Portal credentials at https://helloprint.printportal.io/ and you will find the Merch platform waiting for you as one of the available modules. 

Do you already have a Drukzo-account? Just register with Merch by HelloPrint and we'll set up your account with with the same credentials.

Can I just order single products instead of merch boxes?

Certainly! Interested in placing a bulk order? You absolutely can. The minimum order value is €250, and the minimum order quantity varies depending on the product. For most products, the starting order quantity is 25, but some items, like the roller banner, can be ordered as a single unit. Feel free to mix and match to suit your needs!

How do I reach out to a Merch Advisor?

Got any questions? Our Merch Advisors are always ready to help you out. Just swing by our contact page (here) and get in touch with us!

What kind of warranty or guarantee does Merch by HelloPrint provide?

Quality is our promise! If you're not happy with your products, let us know. We offer solutions like coupons or even reprints for any production issues. But remember, this doesn't cover wear and tear.

How can I place an order at Merch by HelloPrint?

Start your journey with us by exploring the Merch by HelloPrint website and pick your merchandise in our configurator. Choose your favorite colors and upload your logo. Our team will make sure that you receive your quote in 24 hours! Once payment has been made and the artwork is approved, your order will enter the production stage. Before reaching this stage, you have the option to cancel your order in your account at any time.

Can I delete my account?

We're sorry to hear you're thinking of deleting your account. If you are sure about your decision, we'd love to make the process as smooth as possible for you. Simply contact us through our contact form and select the 'other' category. In your message, share that you're considering account deletion and let us know your reasons. Your feedback is incredibly important to us—it's the key to making our services even better. Our Merch Advisors will handle the deactivation for you with care. Let's keep it light and easy, even in goodbyes!

Can I personalize individual items with custom artwork?

Absolutely! We're all about personal touches. Whether you want custom text or unique artwork, we can make it happen. Share your vision, and we’ll personalize your items to perfection.

How long does it usually take to receive a product sample?

Typically, you'll receive product samples from us within 3 to 7 days, depending on the product and destination. And if it is a branded product, it might take 10-14 days.

Can Merch by HelloPrint provide me with a custom sample box?

We can provide you with a sample box containing Merch by HelloPrint branded products, allowing you to experience our quality standards. Additionally, we offer the option to create samples featuring your branding for specific products; however, these customized samples incur an upfront cost. Any charges for the sample will be credited toward an order that exceeds a specified threshold.

What kind of files do I have to use for my artwork?

For razor-sharp logos, vector formats like SVG, EPS, PDF, or AI are best. Don't have one? No problem – send us a PNG or JPG, and we'll convert it into a vector format for you.

What designs are not allowed?

Generally, we craft our products as shown on the website, customizing them with your unique design. If you've got special design needs or creative ideas, just tell us, and we'll tailor everything accordingly.

Can I send my own designs?

Yes! Feel free to get creative as much as you can imagine. Pick your products, and make your design come to life. We are excited to blend your ideas into the final product.

Can Merch by HelloPrint help with my design?

Design help is on deck! Pick your products, share your colors and logo, and watch us bring them to life within 4 hours. Can’t think of anything? Our design team is here to help.

Which PMS design should I pick?

Choosing the right colors for your design can be quite challenging. Especially because a color often looks different on a computer or phone screen than on a printed object. If color consistency is very important, it's best to work with PMS colors. Not sure what PMS colors are or how to find them? Then we're happy to help you further. Together, we'll ensure that your colors come out as beautifully as possible in all your Merch.

Can the Boxes be further customized beyond the standard options?

Absolutely! Merch by HelloPrint boasts the largest global network of suppliers, enabling us to offer thousands of products in various variations, from different brands, and with different printing techniques. Contact our Merch Advisors, share what you're looking for and we'll get to work.

Can I see what my box looks like when it's finished?

Yes, of course! Whether it’s an individual item, multiple items, or the entire pack, just ask, and we'll send you a picture.

Can a Merch Advisor help me pick the right product?

Of course! This is precisely where the strength of Merch by HelloPrint lies. Our advisors and designers are happy to help you make a selection and can even search beyond our standard range for this. Contact our Merch Advisors to create the perfect merchandise for your company.

Are the products that I am getting low-impact?

In our quest for the most beautiful and best products, we strongly prefer high-quality, low-impact products. Our Inspire Line is completely composed of low-impact products, with traceable origins.

Where are my products being produced?

We produce your merch locally at our suppliers that are located in Europe and North America, depending on the product.

Is there a minimum order quantity for items?

To maintain efficiency and cost-effectiveness in our production, we implement a minimum order quantity (MOQ) for certain items. Please note that some items may require a higher minimum order quantity, especially if they involve more complex production or incur greater production costs.

Does Merch by HelloPrint offer a broader range of products than shown on the website?

We do! With a vast network of suppliers, we can fulfill most requests for items not listed on our site. While it might take a bit more time, we’re committed to catering to your unique needs. We have a wide range of suppliers that will help us to find the product you are looking for!

Can third-party products be included in a box?

Certainly! Feel free to send us any existing Merch, and we'll gladly include it in your new Merch Boxes.

How long does it take for an order to get shipped?

The shipping time depends on the order and destination. Contact our Merch Advisors for a specific delivery time. In a hurry? We can also look at what the options are.

Are the clothing products suitable for both men and women?

Our clothing range is predominantly unisex, designed for everyone. If you need more information or advise, our Merch Advisors are here to guide you.

Can all items be shipped worldwide?

Almost! Although we would love to send everything all over the world, there are a few exceptions. Due to legislation, products with an expiration date cannot be sent outside the EU. Our Merch Advisors will, of course, be happy to assist you further

Can I ship my package to multiple addresses?

Yes. Whether you want to send Onboarding Boxes to a home address or distribute a large order across multiple locations, everything is possible.

How can I track my order?

We try to keep you informed as quickly as possible! Our Merch Advisors will provide you with shipping updates, and you’ll receive your track and trace code immediately after your order is sent out from one of our suppliers. 

How does Merch by HelloPrint handle taxes and customs?

For EU deliveries, we handle Import VAT and Customs. Outside the EU, the receiver covers these costs. We'll help you understand all the regulations and fees involved.

Which carriers can I choose to deliver my parcel?

At Merch by HelloPrint, we have numerous couriers and this depends on the country you are ordering to. We pick the best courier option per use case. 

What information do I have to provide for shipping?

We need the recipient's full name, company name, complete delivery address, VAT number, email address, and a valid phone number. You can also give us extra delivery instructions if needed.

How much do I have to pay for shipping?

Shipping costs are determined by the quantity of items, their destination, and the number of delivery locations involved. We will always provide you with the distribution costs before proceeding with the shipping.

Can shipping conditions change per country?

The shipping always depends on the country of destination. We have various delivery services, but also our own delivery service. In consultation with you as the customer, we ensure smooth and careful delivery, anywhere in the world.

How long does it take to process and ship an order?

After your quote is confirmed, we typically take three weeks to process and ship. This might vary based on the product type, delivery address, and how many places we're sending to.

Can customers/employees order their products in a Print Portal at Merch by HelloPrint?

That is indeed possible! Feel free to reach out to our Merch Advisors, and we can arrange this for you!

Is API integration possible for a custom store at Merch by HelloPrint?

Yes, this is possible using a REST API interface.

Is VAT included in the price of Merch by HelloPrint products?

VAT inclusion in the price of Merch by HelloPrint products depend on the region. Within the EU, prices are shown excluding VAT for registered customers, and outside the EU, quotes are provided without VAT. Additionally, it's important to note that outside the EU, import fees may apply. For example, in the UK, a 12% import fee is charged on textiles. These costs will be in addition to VAT. In case of any questions, our Merch Advisors are here to help!

What payment options are available at Merch by HelloPrint?

We offer flexible payment options including bank transfer and credit card, with a 2.5% processing fee for credit card payments.

Why is there a price difference between the website prices and quotes at Merch by HelloPrint?

The prices on the website are  based on the most chosen options of the product. Opting for specific printing techniques, multiple printing positions, or other wishes can cause the final price on the quote to differ. Our goal is to display as transparent and accurate prices as possible. Of course, our quotes are not binding and can always be adjusted.

I have placed an order, is it possible to cancel it?

Once a quote is signed and the order is in production, changes aren't possible. However, we'll do our best to assist with urgent matters.

Does Merch by HelloPrint offer any discounts or promotions?

Our pricing is volume-based; the more you order, the lower the price per unit. Keep an eye out for promotions and discounts.

When will I receive an invoice after signing a quote?

You'll receive an invoice within 48 hours of signing a quote, with payment terms of 8 days. Our team is ready to assist with any payment queries.

What kind of fulfillment services does Merch by HelloPrint offer?

We offer multiple warehousing options. For example, storing and managing your items, as well as shipping to various locations. Furthermore, we pack the packages entirely according to your wishes. Carefulness and attention to quality and detail are paramount. This ensures not only that your items are stored safely but also sent with care.

Can I store my own items at the Merch by HelloPrint warehouse?

If you have your own distinct items you’d like to integrate into your Merch collection, we’re here to assist. We can store and dispatch these items to any destination across the globe.

Is a minimum order quantity required to use Merch by HelloPrint warehousing services?

No, we do not have a minimum order requirement to store items in our warehouse. At Merch by HelloPrint, we are capable of storing any amount of items.

Go!

Let’s get started

Explore our products
Enter the Merch and print catalogue
Merch by HelloPrint catalogue in different screens
1
Explore our boxes
Create a custom box or explore our presets
Merch by HelloPrint: Custom box
2