FAQs

To make the most of the Ask-to-Print website, we recommend creating a free account. With it, you’ll be able to save projects, manage orders, and access exclusive promotions.

Steps to create your account:

1. Click on Login at the top right corner of our website.
2. Select the Sign up option.
3. Fill in the form with the requested details — your email will be used to log in and for future communications.
4. Set a secure password by following the given instructions.
5. The selection between individual customer or company will be made later, during checkout, and only affects invoicing.
6. (Optional) Tick the box to subscribe to our newsletter and receive tips, updates, and exclusive offers.
7. Click Submit.
8. Activate your account: you will receive a confirmation email — simply click the link provided to activate your account.
   And you’re all set!

Benefits of your account:

• Faster checkout process
• Order history and address management
• Access to credits and promotions
• Personalised tracking of your purchases

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

If you forgot your password or want to change it for security reasons, you can easily do it in just a few steps:

Password recovery:

1. Go to the website and click Login in the top right corner.
2. Select the option Forgot your password?
3. Enter the email address associated with your account and click Submit.
4. You will receive an email with a link to regain access.
5. Click the link and follow the steps to create a new password.

Minimum requirements for the new password:

• At least 1 lowercase letter
• At least 1 uppercase letter
• At least 1 number
• We recommend a minimum of 8 characters

Helpful information:

• The recovery email may take between 1 and 20 minutes — also check your spam folder.
• Use the same email address you signed up with. The link cannot be sent to another address.
• If you don’t receive the email, try using a different browser or clear your cache and cookies before trying again.
• For security reasons, avoid reusing previous passwords.

If you want to change your password while logged in:

1. Login to your Ask-to-Print account.
2. Go to the My Account area.
3. Select the option Change Password.
4. Enter your current password, then the new one.
5. Save the changes — the new password will be active immediately.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Yes, you need to create an account to place orders on Ask-to-Print. Registering gives you access to all our services, including using the online editor, saving your designs and personalized products, requesting prints, or accessing graphic design services.

By creating your account, you also benefit from exclusive promotions, special campaigns, and easy management of your entire order history.

With your account active, you can:

• Track the status of your orders
• Access invoices and receipts
• Receive real-time updates
• Manage your data securely

If you don’t have an account yet, you can easily create one on our website. The process is quick, simple, and ensures a more complete and personalized shopping experience.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

Accessing your Ask-to-Print account is simple and secure. In your customer area, you can check previous orders, download invoices, update personal or billing details, and much more.

Steps to log in:

1. Click on Login in the top right corner of the page.
2. Enter the email you used to sign up and your password.
3. Click Login to access your personal area.

Forgot your password?

Click on Forgot your password? on the login page and follow the steps to reset it. You will receive an email with a secure link to create a new password.

Access from any device:

You can access your account from any computer, tablet, or smartphone with an internet connection — anytime, anywhere.

Your account is the control center of your Ask-to-Print experience. Keep your information updated and take advantage of all available features.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

Updating your information on Ask-to-Print is quick and easy. You can do it anytime from your customer area.

Steps to update your details:

1. Click Login in the top-right corner of the page and log in with your email and password.
2. Go to My Account and select the Profile option.
3. Update the details you wish to edit:

• First and last name
• Phone number
• Secondary email
• Language
• Tax Identification Number (TIN)

(The TIN information in the profile is used solely for auto-filling purposes within our online editor.
For invoicing purposes, the TIN is collected during your first order when entering address details.)

After filling in the fields, click Save to store your changes. A confirmation message will appear on screen and you will receive a confirmation email.

Important note:

Some information, such as your main email address, may require additional verification. If you need to change your registration email, please contact our support team.

To update Addresses and Billing Information

To edit delivery or billing addresses, go to My Account, select the Addresses option and update the necessary details.

Questions or need help?

Our support team is here to help.
To contact us, click here.

In your Ask-to-Print customer area, you can quickly and easily add, edit, or remove addresses. Keeping your data up to date helps ensure a simpler, smoother, and more efficient shopping experience.

To manage your addresses, follow these steps:

1. Click Login at the top right of the page and log in with your details.
2. Go to the My Account menu and select Addresses.

What you can do in this section:

• Add address: click “Add new address” and fill in the required fields.
• Edit address: click “Edit” next to the address you want to update.
• Remove address: click the trash icon next to the address you want to delete.
• Set preferences: choose one address as your “Billing Address” and another as your “Shipping Address”.

Saving changes:

After making the necessary changes, click Save.

For every order, you can easily review and select the most suitable addresses before completing your purchase.

Questions or need help?

Our support team is available to help you.
To contact us, click here.

If you need to update your password or recover access to your account, you can do so easily and securely from your customer area.

If you already have access to your account:

1. Log in with your email and current password.
2. Go to the My Account menu and select Change Password.
3. Enter your new password and confirm it in the designated fields.
4. Click Save to apply the changes.
5. You’ll receive a confirmation email.

If you forgot your password:

1. Click on Login at the top right of the page.
2. On the login screen, select Forgot your password?
3. Enter the email address associated with your account.
4. You’ll receive an email with a secure link to create a new password.
5. Click the link, set your new password and confirm.
6. After that, you’ll be able to log in normally.

Security tips:

Create a unique and secure password. Avoid reusing passwords from other accounts.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Reordering at Ask-to-Print is quick and easy. You can do it anytime through your order history in your account.

Steps to repeat an order:

1. Click on Start in the top right corner and log in with your email and password.
2. Go to My Account and select Orders.
3. Find the order you want to repeat and click View details or the Reorder button.

What happens next:

If the products are still available, they will be automatically added to your cart with the same settings as before (quantity, finish, personalisation, etc.).

Before completing the reorder:

Review the items in your cart and adjust the details if necessary. Then click Continue to finalise your new order.

Product availability may vary. If any item is no longer available, you will be notified during the reorder process.

Have questions or need help?

Our support team is here to assist you.
To contact us, click here.

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Where can I enter my Tax Identification Number (TIN)?

You can set your Tax Identification Number (TIN) directly in the shipping addresses section of your customer account. The TIN will be automatically linked to the selected shipping address and included in the billing documents for your future orders. To update your TIN, follow these steps:

1. Log in to your account by clicking Login or the account icon at the top right of the page, and enter your email and password.
2. Go to My Account and select the Addresses option.
3. Add your shipping address details and enter the corresponding Tax Identification Number (TIN).
4. Click Save to confirm the changes.

The TIN entered in the shipping address will be used for invoicing, ensuring that all tax documents reflect the correct delivery and transport details.

Once a TIN is associated with an address, it cannot be edited. However, you can create a new address and assign or correct the TIN as needed.

Important note about the TIN in your profile:
The TIN entered in the Profile section is used only to assist in automatically generating content in our online editor (e.g. for product personalisation). For invoicing purposes, only the TIN associated with the shipping address is valid.

Shipping to different entities and addresses:
You have full flexibility to ship to multiple entities, addresses, and TINs as needed. Your email address is the key reference for your account, and all information is centralised through it. This makes managing multiple addresses and TINs easier and more organised.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Tracking the status of your orders is simple and always accessible from your customer area. Follow the steps below to easily monitor your order:

1. Log in to your account:
   Click on “Login” at the top of the page and enter your login details (email and password).
2. View your order history:
   In the “My Account” menu, select the “Orders” option. You’ll see a complete list of your past purchases.
3. Check the status of your order:
   Each order will display its current status (e.g. in production, shipped, completed).
4. Track your shipment using the tracking link and code:
   If your order has already been shipped, the tracking code and link will be visible in the order details, along with the “Track order” option. Clicking this will redirect you to the courier’s tracking page where you can follow the delivery status of your order.
5. Receive updates throughout the process:
   You’ll also receive email notifications at each stage, including shipping confirmation with your tracking link and code.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Yes, it is possible to request to delay or bring forward an order, depending on its production status.

If you have already placed an order and would like to change the delivery date — either earlier or later — we recommend contacting our team as soon as possible so we can assess the feasibility of the change.

How to request a delivery change:

1. If the order has not yet entered production:
   We can adjust the schedule and respond to your request.
2. If production has already started:
   We will do our best to find a suitable solution, although it may not always be possible to change the delivery time, especially for earlier dates.
3. If the order has already been shipped:
   The delivery date can no longer be changed.
   In this case, please track the shipment and check the rescheduling options directly with the carrier.

Common reasons to reschedule a delivery:

• Participation in trade shows, events, or promotional campaigns with fixed dates.
• Need to delay delivery to ensure someone is present at the delivery address.
• Deliveries related to seasonal campaigns with tight deadlines.

Important tip:
In all cases, it’s best to notify us as early as possible to allow enough time to adjust the production and delivery schedule smoothly.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Editing an order after it has been submitted is only possible in very specific cases, depending on its processing status. Since products are personalised and quickly enter production, it is essential to act fast.

What to do if you want to edit your order:

• Contact us immediately after placing your order. The sooner you reach out, the higher the chances we can make changes.
• Possible edits may include file adjustments, quantities, finishes, shipping or billing details — but only if the order has not yet entered production.

Possible scenarios:

• If the order has not yet entered production:
  We will review your request and, whenever possible, update the order as needed.
• If production is already underway:
  No changes can be made, as printing, cutting, or finishing processes may already be in progress.
• If the order has already been shipped:
  It is no longer possible to modify the content or details. In this case, you may need to place a new order with the correct information.

We recommend carefully reviewing all order details before finalising your purchase — especially uploaded files, personalisations, and addresses — to ensure everything is as intended.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Order cancellation is only possible if the order has not yet entered production. Since we work with personalised products and fast production timelines, the cancellation window is limited.

What should you do?

• If the order has not yet entered production:
  You can cancel it directly in your customer area, under “Orders”, by clicking “Request cancellation” and indicating your reason in the form.
• If production has already started:
  Unfortunately, cancellation will no longer be possible, as materials are already being personalised.
• If the order has already been shipped:
  It will not be possible to cancel or stop the shipment.

After payment confirmation, we begin preparing your order. During this initial phase, you can still request changes or cancellation. Once the order enters production, no changes or cancellations can be made, as the product is made specifically for you.

To avoid issues:
We recommend carefully reviewing all order details before submitting — including files, quantities, personalisation and both shipping and billing addresses.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Validating the design of your order is a crucial step to ensure that the final product matches your expectations. On our website, you can validate the design easily and independently in two ways:

If you use our templates or online editor

• During personalisation: use our online editor to create your design. Check all elements: text, images, colours, and positioning.
• Final preview: before adding to your cart, a preview will be shown on screen. This image reflects exactly what will be printed.
• Explicit validation: when proceeding to checkout, you must confirm that you’ve reviewed and approved the design, taking responsibility for the submitted content.

If uploading your own design, choose files that support preview

Files with preview and editable options (recommended)

• .pdf (Adobe Acrobat)
• .png (PNG image)
• .jpeg / .jpg (JPEG image)
• .tiff (TIFF image)
• .svg (Vector graphic)

Files with preview, but no editing options

• .ai (Adobe Illustrator)
• .eps (PostScript)
• .gif (GIF image)

Accepted files without preview or editing options

• .psd (Adobe Photoshop)
• .cdr (CorelDRAW)

Files not supported by the platform

• .ppt (Microsoft PowerPoint)
• .doc (Microsoft Word)
• .bmp (Bitmap image)

Important note

• We do not manually edit uploaded files or designs created by customers.
• The product will be printed exactly as validated by you, with no spelling or graphic quality checks.
• Please ensure all images are high resolution and that text is correct before completing your order.

Carefully validating your design is essential to ensure that the final result matches your expectations. Our editing tool gives you full control over the visual appearance of your order.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If you have received your order and noticed any issue — whether related to print quality, quantity, content, finishing or shipping — you can file a complaint quickly and easily.

How to submit a complaint?

To file your complaint click here:

• Provide the order number
• Include a detailed description of the issue
• Attach clear photos showing the defect or nonconformity
• Attach photos of the shipping box, showing the carrier's label
• Specify the exact quantity of affected items (if applicable)

Once your complaint is submitted, our team will carefully review the case and reply within approximately 24 to 48 business hours.

We are committed to your complete satisfaction and treat every complaint with priority, transparency and professionalism.

Important note on returns and right of withdrawal

For customised products, please note that according to law (Decree-Law No. 24/2014, Article 17), the right of withdrawal does not apply, as these are unique products made especially for you. For more information, please consult our Terms and Conditions of Sale.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

How can I request a custom quote?

If you're looking for a specific solution that isn't available through our online store — such as higher quantities, special formats, different materials or technical finishes — you can request a custom quote.

Reasons to request a custom quote:

• Products or finishes not directly available on the website.
• Large orders or those with special requirements.
• Need for custom sizes or specific materials.
• Tailored combinations of products and services (e.g. packaging, assembly, multi-location delivery).

How to request a quote on the website:

• At the top of the page, click “Quote”; you can be logged in or simply browsing as a guest.
• In the dropdown menu, give your quote a title and choose whether the product already exists on our site with the desired specs, or if it’s a different custom product.
• Follow all the instructions in the form provided.
• You can request multiple products in the same quote by adding them one at a time.
• If you already have a design file or sketch, be sure to attach it for better assessment.

You can also request a quote directly from each product page.

All options will lead to the same quote request form.

What happens next?
Our team will review your request and send you a personalised offer within 1 to 2 business days. We may also contact you to clarify details or suggest more efficient alternatives.

A custom quote request helps you find the best solution for your project, with full technical and commercial support.

Want to request a quote?

To request a quote, click here.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

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Yes, it is possible to request a delivery address change, but only if the order has not yet been shipped. Due to the speed of our production and shipping processes, we recommend contacting us as soon as possible.

Possible scenarios:

• If the order has not yet been shipped: we will update the delivery address and inform you in case of any additional costs.
• If the order has already been shipped: the change may not be possible. However, you can contact the carrier directly to check if the update can still be made.

What you should do:

• Check the status of your order in your Client Area.
• If your order has not yet been marked as “Shipped”, please contact our team by clicking here.
• Provide the order number and the full new address where you would like the delivery to be made.
• Our team will check the current status of the order and confirm whether the change is possible.

To ensure correct and timely delivery, we recommend double-checking all shipping details during checkout, before completing your order.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

Currently, it is not possible to pay in cash upon delivery. All orders must be paid in advance using the available payment methods on the website during the checkout process.

Available payment methods:

• Credit card (Visa, Mastercard)
• Multibanco reference
• MB Way
• PayPal
• Bizum
• Bank transfer (in some cases, upon request)
• Account credit purchase (in some cases, upon request)

Why advance payment?

• It is the most common practice in online shopping.
• Advance payment ensures faster and more efficient order processing and shipping.
• Products are personalised and go into production as soon as the payment is confirmed.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

The availability period of your order depends on its production status, the type of product, and the stage of the process.

Automatic order cancellation deadlines depending on status:

• Order without payment: will be cancelled after 15 days.
• Order without submitted files or created designs: will be cancelled after 30 days.
• Order with a pending process and no response from the customer: will also be cancelled after 30 days.

Access to order history and files

After placing an order, you can view all order details in your customer area, under “My Account” in the “Orders” section.

The history remains available indefinitely, as long as your account is active.

Uploaded files may only be accessible for a limited time.

Reordering previous products

If you wish to reorder a previous product, you can easily do so from your account history.

Some products or files may have storage limitations, so we recommend saving your files locally to ensure future access.

For greater security, keep a copy of your uploaded files and stay alert to shipping and collection notifications.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

You can upload multiple files at once, as long as the product and personalization process allow it. This feature is especially useful when you need to send different pages, versions, or layouts for the same order.

How does multiple file upload work?

During the purchase process, after clicking on "Start Order" on the product page, by selecting the option "Already have a file?", you’ll be able to upload several files from your device.

Please make sure that:

• all files meet the dimensions, margins, and technical specifications required for the selected product;
• if uploading via the online editor — simply follow the editor instructions, where you’ll have full freedom to upload images and access design elements;
• if uploading your own design, choose formats that support previewing.

Files with Preview and Editable (Recommended)

• .pdf (Adobe Acrobat)
• .png (PNG Image)
• .jpeg / .jpg (JPEG Image)
• .tiff (TIFF Image)
• .svg (Vector Graphic)

Files with Preview, Not Editable

• .ai (Adobe Illustrator)
• .eps (PostScript)
• .gif (GIF Image)

Accepted Files, No Preview or Editing

• .psd (Adobe Photoshop)
• .cdr (CorelDRAW)

Unsupported File Types

• .ppt (Microsoft PowerPoint)
• .doc (Microsoft Word)
• .bmp (Bitmap Image)

Important Notes

• We do not make manual changes to uploaded files or customer-created designs.
• Printing is done exactly based on the design you validate, without any spelling or quality checks.
• Ensure all images have high resolution and texts are correct before finalizing your purchase.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

After completing your order and making the payment, the billing details entered during checkout are automatically used to issue the invoice. For this reason, it is very important to carefully check all information before confirming payment.

If an exceptional situation arises, we recommend that you contact our team as soon as possible so we can assist you, always within the applicable legal deadlines and requirements.

What you should do:

• To contact our team, click here.
• Provide the order number and the correct billing information (name, VAT number, and address).
• We will check if the change is still possible and, if so, a new document will be issued.

Important:

• In exceptional cases that require issuing a credit note, the customer must return the document duly signed and stamped, as required by current legislation.
• If the invoice has already been issued and reported to the Tax Authority, it can no longer be modified.
• If you wish to use the new billing address for future purchases, you can update it in your account under "Addresses".

To ensure that tax documents are issued correctly, always confirm your billing information before placing your order.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

Yes, it is possible to retrieve a previously uploaded file, provided that the corresponding order is still visible in your customer area.

Where can I find the uploaded files?

• In your customer area, go to the “My Account” menu and select the “Images” section.
• Select the relevant image and click on "Download". If the file is still available, you will be able to preview and download it directly.
• If the order is older, you may need to contact our team to place a new order using the same design.

Important:

• Uploaded files are stored securely and used solely for production purposes.
• For space and security reasons, some files are automatically deleted after one year from the upload date.
• If uploaded files are deleted—either by you or due to expiry—the related designs will also be permanently removed. In that case, if you wish to reprint an old design, click here to contact our team.

File retrieval is subject to time and retention policies. We recommend always saving your original files on your own device to ensure future access without limitations.

Questions or need help?

Our support team is available to assist you.
To contact us, click here.

If you want to evaluate print quality, materials, and finishes before proceeding with a larger production, you can easily order a personalized sample with your own design.

How does ordering a sample work?

• Choose the product you wish to test.
• Use the Online Editor or upload your file to personalize the product with the actual design you want to test.
• In the “Quantity” field, select the minimum available unit — in most cases, you can order just 1 unit.
• Complete the purchase as usual with your delivery and payment details.

What will you receive?

You will receive the product exactly as ordered, with real production characteristics. It's the best way to ensure the final result before moving forward with a larger production.

Need something more technical?

If you have a specific request (e.g., special cut, spot UV, technical paper, or complex packaging), you can request a custom quote with a technical sample, specifying the required features.

Ordering a personalized sample is the best way to test the quality of our services with full confidence before a high-volume production.

Questions or need help?

Our support team is available to assist you.
To contact us, click here.

Yes, it is possible to split an order into multiple addresses or packages. Here's how it works:

Standard process:

By default, all orders placed on the website are prepared for delivery to a single address, based on the shipping information provided during checkout. Each shipment is subject to legal and fiscal requirements for goods transportation, so each case must be evaluated individually.

If you need to ship to different addresses, you can do so in two ways:

• Independently: by placing a separate order for each desired address.
• Requesting a custom quote: Our team will analyze your request to ensure it meets your specific logistical needs.

Shipping to multiple addresses:

If you want products from the same order to be delivered to different destinations (e.g., stores, branches, events), you must request a personalized quote. Our team will assess your request and provide a proposal with delivery costs specified for each address.

Please provide the following:

• The products to be split
• Quantities per destination
• The full addresses for each delivery

Splitting into multiple packages:

In some cases, especially for large quantities, the order may be shipped in multiple packages, even if there's only one delivery address. This is done automatically based on volume or weight. The number of packages will be indicated on the shipping label, and the tracking link will allow you to follow each shipment.

Need logistical support for multiple deliveries?

Request a custom quote so we can prepare a tailored proposal for your needs. To request a quote, click here.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

Yes, you can set a different shipping address from the billing address. This feature is fully available during the checkout process and is ideal for situations such as sending to third parties, gifts, companies with separate headquarters and warehouses, distributing products to stores or warehouses, or simplifying internal logistics.

How to set different addresses:

• During checkout, you will be asked whether you want to use the same address for shipping and billing.
• Uncheck the “Same as shipping address” option and enter the billing address separately.
• Make sure all data is correct before completing your order, including Name, VAT number, Address, and Postal Code.

You can manage your preferred addresses:

• In your customer area, go to “My Account” and select the “Addresses” section.
• There, you can add, edit, or remove addresses and set one as your default billing address and another as your default shipping address.

This feature gives you full flexibility to manage both personal and professional purchases, or to ship products directly to clients or partners.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

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If you have any questions or issues related to an order — whether during the purchase process, after shipping, or even after receiving the package — our team is always available to help.

To request assistance, please have the following information ready:

• Order number(if applicable)
• Email address associated with your account
• Clear description of the issue or question
• Relevant images or files (if applicable)

To choose the most convenient way to contact us, click here.

Your satisfaction is our priority. We want to ensure the entire process is handled with confidence, security, and the support you need.

Repeating a purchase or order on our website is simple and convenient. The reorder feature allows you to order a product you have previously customized or purchased, with the same characteristics, customization, and settings, as long as it is still available.

Steps to place a reorder:

• Log in to your account by clicking “Login” at the top of the page.
• Go to the “My Account” menu and select the “Orders” option.
• View the list of previous purchases and click “View details” for the order you want to repeat.
• If the product is still available, you’ll see the option “Add to cart” or “Buy again” — click to add the same items with the previous settings (quantity, finish, customization, etc.).
• Proceed to the cart, review all details, and complete your new order.

Advantages of reordering:

• Avoids repeating the customization or file upload process.
• Ensures visual and technical consistency across different productions.
• Ideal for regular reorders, such as business cards, packaging, or labels.
• If any item from the previous order has been discontinued or is temporarily unavailable, you’ll be notified during the process. In that case, you can customize a similar product instead.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

After submitting a complaint, you can easily track the status of the process and stay informed about its progress. At each stage of handling, you will receive an email notification, ensuring transparent and timely updates.

How it works:

• As soon as you submit your complaint through the designated form, you will receive an automatic confirmation with a reference number (ticket).
• Our team will review the situation and contact you by email to provide a response, propose a solution, or request additional information if necessary.
• You can reply directly to our support team's email to clarify doubts or share files or additional images.
• Each time your complaint progresses, an email notification will be sent to keep you updated on the current status.

Average response time:

Complaints are typically reviewed within 1 to 5 business days, depending on the complexity of the case. We ensure all issues are treated with the highest priority.

We handle every complaint with attention to detail and a commitment to customer satisfaction. Your feedback is essential for us to keep improving.

Need help or have questions?

Our support team is here to help you.
To contact us, click here.

The invoices for your orders are always available in your customer area, where you can view, download, or print them at any time.

Steps to access your invoices:

• Log in to your account by clicking “Login” on the user icon at the top of the site.
• In the “My Account” menu, select the “Orders” option.
• Find the desired order and click “View details.”
• If the invoice is already available, you will see the option to download the document in PDF format.

When are invoices available?

Invoices are automatically generated after your order is processed and are available for download in your account.

If you entered your VAT number at the time of ordering, or set it previously in your profile, it will be automatically included in the issued invoice.

Your invoices are always stored in your customer area, organized by order. This way, you can access them whenever you need, with full autonomy and security.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

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Billing information is associated with the shipping addresses in your account. Whenever you wish to update your billing details, you must do so by editing the corresponding address. The saved data will then be used for billing purposes.

However, it is not possible to change the Tax Identification Number (VAT number) already associated with an address. If you need to update the VAT number, you must create a new address and assign the updated VAT number to it.

Steps to update your billing information:

1. Log in to your account by clicking Login or the account icon at the top right, and enter your email and password.
2. Go to My Account and select the Addresses option.
3. Select the address you wish to update.
4. Edit the details you want to change.
5. Click Save to confirm your changes.

Note: If you need to change the Tax Identification Number (VAT), follow steps 1 and 2 and then create a new address with the updated information.

Important note about the VAT number in the profile:
The VAT number added in the Profile section is only used to auto-generate content in our online editor, such as product personalization. For billing purposes, only the VAT number associated with shipping addresses will be used.

Shipping to different entities and addresses:
This functionality allows you to ship to multiple entities, addresses, and VAT numbers as needed. The reference for your account is your email, which centralizes all information. In other words, the email is the link between all your orders and associated data, making it easier to manage multiple shipments and VAT numbers.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

Our online store offers a variety of secure and fast payment methods tailored to our customers' preferences.

Available payment methods:

• Credit card (Visa, Mastercard)
• Multibanco Reference
• MB Way
• PayPal
• Bizum

Payment validity:

Some payment methods may have expiration deadlines. If they expire, you can generate a new payment request or change the payment method in the order details by clicking "Pay now".

All payments are processed through certified, secure, and accredited financial platforms, ensuring complete confidentiality of your data.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

If you're having trouble completing the payment for your order, don't worry — we're here to help. There are several possible reasons and simple solutions to quickly resolve the issue.

Check the following points before trying again:

• Make sure the information entered (card, account, MB WAY or reference) is correct.
• Ensure the chosen payment method is active and has available funds.
• Check whether the Multibanco or MB WAY reference is still valid.
• If possible, verify if there are any communication issues with your bank.
• If using a mobile device, try again using a different browser or device.

What to do if the payment fails:

• Return to your Client Area under “My Account” and go to the “Orders” section.
• If the order is marked as “Pending”, click on “Details” to view the order information.
• You can try making the payment again by clicking “Pay now”, and you can also change the payment method if needed.

If the problem continues, contact our support team by clicking here and provide:

• The order number.
• The selected payment method.
• A brief description of the error or issue.

Our team will assist you quickly to complete the process successfully.

We aim to provide a smooth shopping experience, with simple solutions and personalised support.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

You can easily check the payment status of your order through your Customer Area.

Steps to check the payment status:

1. Log in to your account by clicking “Login” at the top of the page.
2. In the “My Account” menu, select “Orders”.
3. Find the desired order and check its status:
   • “Pending” – Waiting for payment.
   • “Processing” – Payment received and order is being prepared for production.

You will be notified by email:

As soon as the payment is confirmed, you will automatically receive an email with the confirmation and order details.

If the payment status hasn't updated, check the following:

• You completed the payment correctly via your bank or app (MB WAY, Multibanco, etc.).
• The reference code is still valid.
• You haven’t received any error or failure notification by email.

By monitoring the payment status in real time, you can ensure your order moves forward without delays, with full control and security.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

Yes, you can change the payment method for an order, as long as the payment has not yet been completed and the order is still marked as “Pending”.

How to change the payment method:

1. Log in to your account by clicking “Login” at the top of the page.
2. In the “My Account” menu, go to “Orders”.
3. Find the order with the status “Pending” and click “View details”.
4. Click on the “Pay now” option, if available.
5. Select the new payment method and complete the process as normal.

Important:

If the initial payment method selected was Multibanco Reference, it can only be changed after 24 hours, when the originally generated reference expires.

Changing the payment method is useful if you encountered issues with the first selected method or want to use a more convenient alternative.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

If you made a duplicate payment for the same order, don’t worry — our team can help you resolve the situation quickly.

What to do in case of a duplicate payment:

• Check your bank statement to confirm that the amount was actually charged twice.

Gather the following information:

• Order number.
• Proof of both payments (screenshots or bank statement).
• Payment method used.

Once you have verified the duplicate payment and gathered all necessary documents, contact our support team here.

The refund will be processed as soon as possible via the same payment method used.

Duplicate payments are rare, but when they occur, we handle them with transparency and efficiency to ensure your peace of mind.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If your payment failed for any reason (expired time, technical error, or authentication failure), you can easily try again from your customer area without needing to repeat the entire order.

Steps to retry the payment:

1. Log in to your account.
2. In the “My Account” menu, click on “Orders”.
3. Find the order with the status “Pending” and click on “Pay now”.
4. Select your preferred payment method and complete the process.

If you don’t see this option:

If the “Pay now” option is not available, it means the originally selected payment method is still valid. In this case, you can attempt the payment again.

Make sure that:

• You have sufficient funds available.
• The reference is still within its validity period.
• You are using an updated browser.

If you experienced difficulties with the previous method, we recommend selecting another available payment option that suits your preferences.

Need help or have questions?

Our support team is here to assist you.
To contact us, click here.

At Ask-to-Print, the available payment methods are chosen to ensure speed and automation throughout the ordering process. At this time, bank transfer payments are not available on our platform.

If you are having difficulties and need to pay by bank transfer, please contact our team here.

Please note that only automatic payment methods ensure strict compliance with the announced deadlines. Other payment methods, even if manually authorized by our team, may impact the production time of your order.

Order production only begins after payment has been received and confirmed. Bank transfers may take between 24 and 48 business hours to be processed, depending on the issuing bank.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

All orders placed in our online store are billed in euros (€), regardless of the customer's country of origin.

Official currency:

Our store is based in Portugal and operates with invoicing in euros, in accordance with Portuguese tax legislation.

International orders:

If you are placing your order from another European Union country (such as Spain), the prices displayed and charged will still be in euros. Currency conversion (if applicable) will be handled automatically by your bank or financial institution.

Invoice and documents:

The invoice will be issued in euros and include all tax details provided, including the VAT number if specified in your account.

Making payments and receiving invoices in euros ensures simplicity and compatibility with accounting systems in most European countries.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

VAT (Value Added Tax) applied to your order varies depending on the type of customer, billing address, and country of delivery. Our store strictly follows the tax regulations in force in Portugal and the European Union. All orders are subject to the applicable legal VAT rate (currently 23% for most products).

The VAT amount is always visible:

All prices displayed on the Ask-to-Print website can be shown with or without VAT, depending on the option selected by the user, the type of registered account, and the billing country.

Before completing your purchase, a full order summary will be displayed, including the total amount with all applicable charges and taxes. Tax transparency is a priority for us.

Important: To ensure proper tax handling of your order, please make sure to accurately fill in your billing information, including VAT ID number when applicable.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

Yes, it is possible to request a change to the delivery address, but only if the order has not yet been shipped. Due to the speed of our production and shipping processes, we recommend contacting us as soon as possible.

Possible scenarios:

• If the order has not yet been shipped: we will update the delivery address and inform you if there are any additional costs.
• If the order has already been shipped: the change may not be possible. However, you may contact the courier directly to check if the modification can still be made.

What you should do:

• Check the status of your order in the Client Area.
• If your order is not yet marked as "Shipped", please contact our team by clicking here.
• Provide the order number and the new full address where you would like the delivery to be made.
• Our team will check the current status of the order and confirm if the change is possible.

To ensure accurate and timely delivery, we recommend verifying all shipping details during the checkout process before finalizing your order.

Have questions or need help?

Our support team is here to help.
To contact us, click here.

The estimated delivery date depends on two main factors: the production time of the selected product and the shipping time based on the destination. Both are calculated automatically during the purchase process and shown before completing your order.

How to know the estimated delivery date:

• The estimated delivery date will appear on the product page after selecting the customization options and quantity.
• During checkout, before finalizing, the estimated delivery time will be shown again based on your address and shipping method.
• After confirming the order, the estimated date will also be displayed in your account area and in the confirmation email.

How is it calculated?

The delivery date is estimated by adding the production time (the time needed to customize and prepare the product) to the shipping time to the indicated address.

If you have an urgent request or a specific deadline, we recommend contacting us before completing the purchase. We can help find faster or customized solutions.

Have questions or need help?

Our support team is here to help.
To contact us, click here.

If you experience any issues with your order, such as:

• Not receiving the order due to an address error or lost shipment;
• Receiving the order with problems such as a damaged box, product damaged during transport, partial order (missing items), or a different product from what you ordered;

You can report the issue so that we can resolve it as quickly as possible.

When to report a delivery issue:

• The order was not delivered
• The product arrived damaged or with a visible defect
• Items are missing from the order
• You received products different from what you ordered
• The delivery was made to the wrong location

How to file a claim:

• Contact our team by clicking here.
• Provide the order number and clearly describe the issue
• If possible, attach photos of the packaging and the product to help with the analysis
• You must file the claim within a maximum of 48 hours after receiving the order, or if not received, after the maximum estimated delivery date

Response time:

Our team will review your case within an average of 1 to 5 business days, and will contact you by email to provide a response, suggest a solution, or request additional information if needed.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

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Shipping costs and delivery conditions vary depending on the destination and the volume of the order.

Where we deliver:

• Mainland Portugal
• Madeira and Azores archipelagos
• Spain (Mainland)

Shipping costs:

Shipping costs are automatically calculated during the checkout process based on the weight, volume, and destination of the order. The exact amount will be shown before you complete your purchase.

Average delivery times after dispatch:

The total delivery time also depends on the production time associated with the ordered product, which is always indicated before completing the purchase.

Shipping costs are always communicated clearly and without hidden fees. We work with trusted carriers to ensure reliable and timely deliveries.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If you prefer to pick up your order at a Pick-Up Point instead of receiving it at your address, you can select this option during checkout — if it is available for your postal code.

What are Pick-Up Points?

These are shops, kiosks, or partner locations of the carriers where you can collect your order conveniently and securely, at a time that suits you best.

How to choose a Pick-Up Point:

• During the checkout process, enter your postal code.
• If Pick-Up Points are available in your area, the option will appear automatically.
• You’ll be able to see the closest locations, including address, opening hours, and distance.
• Simply select your preferred location for collection.

Notifications and collection:

• You will receive an email and/or SMS from the carrier as soon as your order is ready for collection.
• The collection time frame is defined by the selected carrier.
• You must present the tracking number and a valid ID to collect your order.
• This option may not be available for all products or locations. If in doubt, please check with us for availability in your area.

Choosing a Pick-Up Point is a convenient solution for those with flexible schedules or who prefer not to receive deliveries at home.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

Our orders are shipped via partner carriers with whom we work regularly, selected based on reliability, speed, and efficiency for each destination.

However, if you have specific requirements regarding deliveries or preferred carriers, we kindly ask that you contact our support team so we can find the best solution for you.

Need help or have any questions?

Our support team is available to assist you.
To contact us, click here.

We currently offer automated and integrated shipping with purchases made through our website only to the following locations:

Available delivery locations:

• Mainland Portugal
• Madeira and Azores Islands
• Spain (mainland)

What to do for deliveries to other countries?

If you would like to receive an order outside these territories, you can contact us so we can assess the possibility of a personalized international shipping solution. These cases are evaluated individually, depending on the volume, type of product and destination country.

If you are interested in international delivery, please submit a request here.

We are continuously improving our services and may expand our delivery zones in the future.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

The delivery date of your order depends on two main factors: the production time of the selected product(s) and the carrier’s delivery time, which varies depending on the destination. Both timelines are always indicated during the checkout process and confirmed by email after payment.

How to know when you will receive your order:

• On each product page, you will find the estimated delivery time indicated.
• During checkout, before completing the order, the estimated delivery time will be shown based on your postal code and selected shipping method.
• You can choose between standard, express, or economy delivery, each with its corresponding costs.
• After completing your order, you will receive an email with full order details, including the estimated delivery date. A tracking link will be provided once your order has been shipped.

Average delivery times after dispatch:

If you have an urgent request, we recommend contacting us before finalizing your order. We will be happy to check if we can meet your required deadline.

Have questions or need help?

Our support team is available to assist you.
To contact us, click here.

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A promotional code is a quick way to get discounts, free shipping, or other benefits on your orders. Applying it is simple and can be done directly during the checkout process.

When and where to apply your promo code?

You should enter the promo code at the time of finalizing your order. The field to apply the promo code is located in the cart, in the order summary, when you are asked to choose a payment method.

Step-by-step to use the promo code:

• Add the desired products to your cart
• Proceed to checkout
• In the order summary, enter your code in the “Voucher code” field
• Click “Apply”
• The discount amount will be immediately reflected in your order total

Important:

• Make sure the code is typed correctly (pay attention to uppercase letters, spaces, or extra characters)
• Check the campaign conditions
• Unless otherwise stated, promo codes cannot be combined with other promotions or discounts

Need help or have questions?

Our support team is available to assist you.

To contact us, click here.

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If you received a product with production defects, such as printing errors, cutting issues, finishing flaws, or colors different from the submitted file, you can easily submit a complaint quickly and simply.

When to submit a production complaint:

The complaint should be submitted as soon as you receive your order, ideally within 14 days. The sooner you alert us, the faster we can analyze and resolve the issue.

What to include in your complaint:

• Order number
• Clear description of the identified issue
• Photos of the product (or video if needed), clearly showing the defect
• If applicable, the original file submitted with the order

How to submit your complaint:

To submit your complaint, click here and select the option available for complaints. Our support team will respond as quickly as possible.

Evaluation and resolution:

Once we receive your information, our technical team will analyze the issue and contact you with the result of the analysis and a proposed solution, or request further clarification if needed.

If a production error is confirmed, we will resolve the issue transparently and according to our quality standards.

We are committed to quality in every order. If something isn’t right, let us know.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If your order was damaged, delayed, lost, or you encountered any transport-related issue, you can quickly file a complaint through our customer support.

Types of issues you can report:

• Order not delivered
• Damaged packaging
• Product damaged during transport
• Unusual delivery delay
• Order delivered to the wrong address
• Order marked as delivered but not received

What to prepare before submitting a complaint:

• Order number
• Estimated delivery date
• Photos of the packaging or damaged product (if applicable)
• Any information provided by the carrier (notices, proofs, etc.)

How to submit your complaint:

To send your complaint, click here and select the option to file a complaint. Please include all relevant details so we can open a support case.

After submitting your complaint, you will receive an email with the ticket number, and you’ll be notified of any updates regarding your case.

Assessment and solution:

Once we receive your information, our technical team will analyze the situation and contact you with a proposed solution or request further clarification if needed.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If you received a product that does not meet the expected quality — whether due to printing, material, finishing, or another reason — you can easily file a complaint. We are committed to customer satisfaction and the quality of our products.

When to submit a quality complaint:

As soon as you receive your order, please check the contents carefully. If you notice any issues, contact us within 14 days of delivery so we can review the case and propose a solution.

What to include in your complaint:

• Order number
• Clear description of the issue or reason for dissatisfaction
• Photos or video of the received product
• Original file used in the order (if applicable)

How to submit your complaint:

To file your complaint, click here and follow the instructions on the page. Our team will review the case as soon as possible.

The solution:

Once we receive your information, our technical team will analyze the issue and get in touch to offer a solution or request further details.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.

If your order arrived with fewer units than requested, you can submit a claim so we can quickly resolve the issue. We use multi-step verification processes, but occasional errors can occur and are treated with priority.

What to do when you notice the discrepancy:

• We recommend checking the contents of the package immediately upon receipt. Carefully count the units and compare with the details listed on the invoice and in your order confirmation email.

Information needed to submit your claim:

• Order number
• Quantity ordered and quantity received
• Photo of the package contents (preferably with visible products)
• Photo of the shipping label or outer package

How to submit your claim:

To send your claim, click here and follow the steps on the page. Provide all the necessary details so we can open a support case. Our team will analyze your request promptly.

The solution:

Once we receive your information, our technical team will analyze the situation and contact you with a proposed solution or to request further clarification.

Need help or have questions?

Our support team is here to help you.
To contact us, click here.

If your order arrived with a damaged product, with visible defects in printing, cuts, finishes or damage caused during shipping, you can submit a claim quickly and easily. We always stand by our commitment to quality and customer satisfaction.

What to do upon receiving a damaged product:

We recommend checking the condition of the product at the time of delivery. If you notice any damage, document it with photos and contact us as soon as possible, within 14 days of receipt.

What to include in your claim:

• Order number
• Clear description of the damage
• Photos of the damaged product (and the outer packaging, if possible)
• Photo of the shipping label
• The original file submitted

How to submit your claim:

To file your claim, click here and follow the instructions on the page. Our team will promptly follow up on your case.

The solution:

Once we receive your information, our technical team will analyze the situation and contact you with a proposed solution or to request further details.

Need help or have questions?

Our support team is available to assist you.
To contact us, click here.