Q: Can I order samples?

We can send you up to three generic product samples free of charge . Click HERE to complete the request form. Please note that these samples are not customizable. If you would like samples with your designs, you must place an order with the minimum quantity required. Please note that we do not send free samples of T-shirts, mugs, stamps or USB sticks. If you need more samples, you can purchase a specific sample pack .

Q: How do I upload designs for each product?

When you have added all the products you want to purchase and customize, or just feel inspired to start getting creative, simply click on the cart icon (located in the upper right corner) and then select ‘ Customize ’. You will be taken to the cart area with the ‘ Products & Designs ’ overview, where you can upload your previously prepared designs or create them directly in our powerful online tool. Here you can add additional designs for each product, specify the desired quantity for each one, and edit, duplicate or delete designs according to your preference. For most of our products, there are two possibilities to upload your designs: Direct File Upload : Use our templates to upload files previously prepared in an external software. Online Customisation Tool: Use our personalisation tool to edit your files and create designs from scratch. It’s important to keep in mind that each product in Qustommize consists of a combination of a base item and its specific characteristics (size, finish, colour, etc.). For example, if you buy glossy laminated stickers and matte laminated stickers, they will be considered as two different products in your cart.

Q: What is the shipping cost?

The shipping cost is always visible on the top right-hand side of our website. If you are in a special destination, we recommend checking the production times and destinations page for specific information.

Q: When will I receive my order?

Production times are very important for customised products , as they are made specifically for you. Please consider these estimated times, as they are not contractual, although we strive to meet them. On the product page, we will show you an estimated date of delivery (with standard and express delivery if available), weekends and holidays are not counted. This estimate works for Paypal and card payments. If you choose “wire transfer” your order will be postponed until the receipt of proof of payment. Keep in mind that we are not responsible if the delivery fails for such reasons as: not being able to find you, delivery company mistakes or force majeure.

Q: Can I make more than one design per product?

For each order of products with the same characteristics , you can include up to ten different designs without additional charges to the unit price for the total quantity. The minimum order for each product is based on the total number of designs, not on each individual design. For example, if a product has a minimum order of 10 units, you can buy 10 units and customise them with any number of designs you prefer. This policy applies to most of our products, although there are some exceptions. For products with custom shapes and screen-printed products (such as screen-printed t-shirts and some one-colour printed items), designs cannot be combined. In these cases, you will need to place a separate order for each design you want.

Question 1

Can I order samples?

Accepted Answer

We can send you up to three generic product samples free of charge. Click HERE to complete the request form. Please note that these samples are not customizable. If you would like samples with your designs, you must place an order with the minimum quantity required. Please note that we do not send free samples of T-shirts, mugs, stamps or USB sticks.

If you need more samples, you can purchase a specific sample pack.

Question 2

How do I upload designs for each product?

Accepted Answer

When you have added all the products you want to purchase and customize, or just feel inspired to start getting creative, simply click on the cart icon (located in the upper right corner) and then select ‘Customize’.

You will be taken to the cart area with the ‘Products & Designs’ overview, where you can upload your previously prepared designs or create them directly in our powerful online tool. Here you can add additional designs for each product, specify the desired quantity for each one, and edit, duplicate or delete designs according to your preference.

For most of our products, there are two possibilities to upload your designs:

Direct File Upload: Use our templates to upload files previously prepared in an external software.
Online Customisation Tool: Use our personalisation tool to edit your files and create designs from scratch.

It’s important to keep in mind that each product in Qustommize consists of a combination of a base item and its specific characteristics (size, finish, colour, etc.). For example, if you buy glossy laminated stickers and matte laminated stickers, they will be considered as two different products in your cart.

Question 3

Methods of payment

Accepted Answer

You can pay by credit card, Klarna, PayPal, or bank transfer. None of these methods incur any additional charges.

For express orders, we recommend using a credit card, Klarna or PayPal, as manufacturing begins immediately.

If you opt for a bank transfer, we will provide you with our bank details. Once payment is completed, please send the proof of payment to our email along with your order number. Your order will commence manufacturing as soon as we receive this notification and attachment. Please note that the days between placing an order and making the payment are not included in the delivery time.

Question 4

What is the shipping cost?

Accepted Answer

The shipping cost is always visible on the top right-hand side of our website. If you are in a special destination, we recommend checking the production times and destinations page for specific information.

Question 5

When will I receive my order?

Accepted Answer

Production times are very important for customised products, as they are made specifically for you. Please consider these estimated times, as they are not contractual, although we strive to meet them.

On the product page, we will show you an estimated date of delivery (with standard and express delivery if available), weekends and holidays are not counted. This estimate works for Paypal and card payments. If you choose “wire transfer” your order will be postponed until the receipt of proof of payment. Keep in mind that we are not responsible if the delivery fails for such reasons as: not being able to find you, delivery company mistakes or force majeure.

Question 6

Do I have to pay taxes?

Accepted Answer

The price of our products already includes taxes. For individual orders, the applicable VAT will be based on the country from which the purchase is made.

Companies registered in the ROI (Register of Intra-Community Operators), which appear in the VIES register, are exempt from paying taxes, as well as all customers (of any type) in the Canary Islands, Ceuta and Melilla.

Our system automatically calculates the taxes when you enter your details. Please make sure you enter your VAT number without the country code, dashes or spaces. For example: B24614539.

Question 7

I need the order even faster

Accepted Answer

Whenever possible, we strive to shorten delivery times, but we cannot guarantee a delivery time shorter than the estimated date. For those who need to receive their order more quickly, we offer an express production option. This service incurs a 25% surcharge on the base price, and advances the delivery by two business days.

Question 8

Can I get a sample preview?

Accepted Answer

If you use our customisation tool to create or edit your design, you will automatically see a preview of your design before leaving the tool.

If you decide to use external software to prepare your design, make sure it’s in line with our templates.

In both cases, to receive a digital preview, you must complete your order. In the ‘Checkout Process’ area of the shopping cart (located after ‘Products and Designs’), you will find the option ‘I want to receive a preview image’. You can select this option to receive a digital preview and verify the design before production begins, ensuring everything is in place. Please note that if you do not select this option, a preview will not be sent by default, unless we have any concerns about the design.

Please note that only previews of completed and paid orders will be sent. We have no control over abandoned carts, and backorders will only be processed once we receive confirmation of payment.

Question 9

I keep seeing the tax amount, even though I shouldn't be paying it. What's the problem?

Accepted Answer

Until you enter your VAT number, the page will not determine the correct tax status, you will initially see the general rate for your country included. The exemption will be applied to the cart once you have entered your VAT number.

If you are a company, and you continue to see the tax amount in the cart, please verify that you have correctly entered your VAT number (without the country code, dashes or spaces). If the tax amount is still displayed, there may be a failure in the connection to the VIES page at that time. You can try again later or proceed with the order and contact us for a solution and a refund.

Remember that, even if you are an intra-community company, if you are not registered in the ROI, you will have to pay the corresponding taxes. These taxes can be recovered later through the usual process with the tax authority of each country.

Question 10

Available destinations and shipping cost

Accepted Answer

The shipping cost is always visible at the top right of the website. Check this page for complete and updated information.

Question 11

Can I make more than one design per product?

Accepted Answer

For each order of products with the same characteristics, you can include up to ten different designs without additional charges to the unit price for the total quantity.

The minimum order for each product is based on the total number of designs, not on each individual design. For example, if a product has a minimum order of 10 units, you can buy 10 units and customise them with any number of designs you prefer.

This policy applies to most of our products, although there are some exceptions. For products with custom shapes and screen-printed products (such as screen-printed t-shirts and some one-colour printed items), designs cannot be combined. In these cases, you will need to place a separate order for each design you want.

Question 12

I can't create the design, can you do it for me?

Accepted Answer

If you can't create the design yourself, don't worry! We are here to help you. We offer a design service for a fee of €20, tax included.

To order this service, simply add the product ‘Design’ to your cart (one for each design you need). You won’t need to upload any files to your order.

Once we receive your order, we will contact you to gather all the details necessary to create your design according to your specifications.

Question 13

Can I order as many products as I want, or do I have to stick to the default options?

Accepted Answer

On each product page, we present several commonly used quantities by default. You can select one of these quantities by clicking on it, or simply enter the exact quantity you need in the corresponding field.

However, in the cart, you have the option to edit the total quantities, add or remove designs, and the unit price will be automatically adjusted in real time.

Screen printing unisex T-shirts