GENERAL FAQ

Q: How do I upload images to the site?

A.: Go to your account page "My Account" that you can find on top left corner of this site. Click "Create Gallery" button and simply follow the simple onscreen instructions to make your own gallery.
Images uploaded to the gallery are removed after 6 months of inactivity.

Q: What are your customer service hours?

A: We are located at 3 coleman street #04-33 Peninsula Shopping Centre, Singapore 179804. Opening hours is from 12:30-7pm on Monday to Friday.
Call us during office hours at 66352119

Q: Can I save a book project and continue using different computer/ devices?

A: Yes, you can return to your saved project anytime regardless the device you use. To access your saved project – simply log in to your “My Account” page and select the edit icon to continue working on your project again.

Q: Can I make changes to a product after order is placed?

A: No unfortunately, you are not able to change or edit the content of your book or product once it has been ordered. Please double check your design, images, etc. If you need to cancel your order – you have one hour from the time you receive your order confirmation to do so. If you need to contact us immediately – email us directly info@artisanprints.com

Q: How do I use promotional code?

A: If you have one, please enter the promotional code on the shopping cart screen. The final discounted price will be reflected immediately. Please do not hit the “back” button after placing your code, or the promotional code will be nullified. We cannot honor discount codes after the final order has been placed. You cannot combine 2 different promo or voucher code. Only ONE promo/ voucher code is allowed for every transaction.

Q: What forms of payment do you accept?

A: We accept Visa, Mastercard and American Express credit cards via PayPal upon checkout. You don’t have to register with Paypal in order to pay by credit card.

Q: I haven't received an order confirmation - what should I do?

A: If you have not received an order confirmation – then it is likely your order has not gone through. Please contact us at info@artisanprints.com so we can look into it. Kindly check your spam email as well just in case the confirmation email is beign filtered there.

Q: Can I cancel my order?

A: Yes. You have one hour from your order confirmation email to cancel your order. To cancel your order, please email to info@artisanprints.com

Q: I would like to reorder older project of my book - is this possible?

A: Completed projects remain in our database under “My Account” page. Simply log in to your account and complete the ordering process by hitting the "reorder" button. If you deleted you the project, we won't be able to retrieve it for you.

Q: Can I place a bulk or high volume order at a discount?

A: If you are looking to print more than 24 of any of our products, please email to info@artisanprints.com

Q: Can I place an additional order with a slightly different content?

A: Yes, one way to do it is to duplicate or copy the project at check out, click "Copy Project" and make changes or edit the duplicate project as you wish in the editor. You can make as many 'Copy Projects' as you need



PRODUCT FAQ

Q: How do I make a book?

A:
1. You can start your book project via any of the product ordering pages. For ordering a book, you have to first choose the book type, cover type (fabric or image wrap), and book size before you land into the product ordering page.

2. “Create Now” button is available at the product ordering page, you can upload images and kept in our cloud database as “gallery” which you can access the gallery images anytime in the editor. Drag and drop images to the image box available on every page.

3. Page layout design can be changed by selecting a new page layout of your choice under the “templates” tab. You can change the design for both the book cover and page layout design by drag and drop the template to the current page.

4. Once you have double checked the design, click on order and your product is added to a shopping cart. Upon successful payment - it will take 7-10 working days to complete. It will then ship to you - so allow an additional 1-5 days for shipping depending on your location .

5. Once you have registered with us, all projects in the shopping cart may be saved and edited later, so don’t worry about losing your design. Once you logged in, you can access your shopping cart under “My Account” link available on the top and bottom of the page and continue working on your project. You can even see the last modified time for every project you created

Q: Can I make a book/ album created from other software such as iphoto, photoshop or indesign?

A: Yes, it's possible. We can take both jpeg and pdf file. You just neet to make sure the size is correct. Ex: For book 12x12 inch, you need to submit 12x24 inch layout.
- Simply submit the pdf files, jpeg files of the entire layouts to us. You can send to us via dropbox or www.wetransfer.com to this email:info@artisanprints.com.
- Choose the product of the same size with the size of your uploaded files and proceed to order without placing any photo at the editor.
- Our Sales representative will contact you to confirm your order.

Q: Do I have to register?

A: You need to register in order to save your book project and to continue working on it later, it is saved under “My Account” page. You can register yourself here - Register

Q: Is there a maximum image size?

A: The current size limit for images is 20mb's. This is more than sufficient to create all our products in their highest quality.

Q: How many images can I upload? How long will you keep the images in the cloud database?

A: The upload system limits you to uploading no more than 50 images at a time. Though there are no limits to how many images you can have in your account or how many galleries you may have. We will keep 6 months of your images in our cloud database and will automatically delete them after 6 months if we find no activity in your account

Q: Why is it taking time to upload?

A: The upload time for your images varies greatly and is most dependent on your Internet Service Providers (ISP) upload speeds. Remember many ISP's have a much slower upload speed than download speed. Our image servers support uploads up to 100/mb/sec which in most cases is more than 500 times the speed of an internet connection to guarantee the fastest uploads to all users.
Typically it can take +/- 1min per 1mb of upload on slower lines.

Q: What is the file format to upload?

A: Please use sRGB jpeg files format. Do not upload CMYK files format as it compromises the print quality

Q: How to upload images?

A: Try and avoid uploading large images over 20mb as these are uneccessary unless you are making large format prints. • Maximum size is 20mb. Minimize the browser window and work on something else while files are uploading.
• Organize your images into galleries or folders before upload, this will help save time searching for your images at the editor. You can find all your gallery folders under "My Account" which is place on the top left of the site
• If the upload stops due to an intermittent internet connection, take note of what image was uploading in the dialog box, click X (cancel) and restart the upload process from that image.

Q: How do I add or choose images for my books?

A: To upload your own it is recommended that you create a gallery, this way you can access the images and work from multiple devices. To choose images just add them to your "image box".
All images you want to use in your products must be added to your "image box". You can do so by dragging your uploaded images into your "image box" for use in your photo products.

Q: Can i create a spread with a single image accross two pages?

A: Yes, first you have to make both left and right page to be blank. You can do so by dragging a blank template in the "template" tab to the current page - which is found as first page in the "template" tab. Next, you can click a new "image box" and drag or stretch the image box area from left to right as desired

Q: Is it possible to copy and paste a certain layout design? Is there any keyboard shortcut function?

A: Yes, you can use Copy and Paste Keyboard shortcut command.
To Copy: Hold CTRL on the left side of your keyboard and press C
To Paste: Hold CTRL on the left side of your keyboard and press V
and Hold Shift key to maintain the proportion of your images when you try to resize them

Q: Can I save a design and come back later?

A: Yes, once logged in you can go to "My Account" this will open the last design you were working on.
All images in your image box and galleries are kept but you must be logged in to have access to them.

Q: Can I change the size of my book/ print after i have created it?

A: No, You cannot change the size of your book after creating it. If you create a Hard Cover Book 8x8", you cannot change this to a Hard Cover Book 12x12" even though is the same proportion.

Q: I have completed a FABRIC WRAP project, but now wish to change to IMAGE WRAP COVER. How do I do that?

A: Yes, you can do so. Here are the steps:
1) complete your current project, leave the fabric cover BLANK but the pages populated accordingly
2) save the project under your account, rename project "print pages here"
3) create NEW project, select the IMAGE WRAP choice, design the cover, but leave the pages blank
4) make sure the IMAGE WRAP project has the same specs as your other project in terms of size and number of pages
5) place the order/ check out the IMAGE WRAP project
6) you will receive auto email with your order detail
7) reply to that email indicating that the pages are to be printed from your saved project in your account
8) we will reply you accordingly

Q: I have completed a IMAGE WRAP project, but now wish to change to FABRIC WRAP COVER. How do I do that?

A: Yes, you can do so. Here are the steps:
1) complete your current project, leave the image cover BLANK but the pages populated accordingly
2) save the project under your account, rename project "print pages here"
3) create NEW project, select the FABRIC WRAP choice, design the cover, but leave the pages blank
4) make sure the FABRIC WRAP project has the same specs as your other project in terms of size and number of pages
5) place the order/ check out the FABRIC WRAP project
6) you will receive auto email with your order detail
7) reply to that email indicating that the pages are to be printed from your saved project in your account
8) we will reply you accordingly

Q: Can I add or remove page of my book?

A: Yes, you can change the number of pages of your book by adding or removing pages with the ADD and REMOVE buttons in the lower right-hand side corner. You can also change and confirm the color of the fabric and the color of the personalization text during check out (This is applicable to Fabric Cover Books Only).

Q: Can I remove the  a r t i s a n | p r i n t s   logo on the back of the book cover, boxes and the rest of the products?

A: Unfortunately, you cannot remove artisan|prints logo on all our products. However, if you are a photographer, logo removal is possible. Kindly contact us at info@artisanprints.com

Q: How do I order A|P Signature Box for my books?

A: For all Hard Cover Books, you can purchase A|P Signature Box during checkout. For Fabric Hard Cover Books, Personalization on the box will follow that on the book cover. However for Image Wrap Hard Cover Books, there is no personalization on the A|P Signature Box - it is a plain box with no text.

You can also order the "A|P Signature Box" or "A|P Wooden Keepsake Box" separately from your book order and have it personalized with your own text. Just need to take note to order the correct size of the box to fit the book size that you have.

Q: What is your return policy?

A: a r t i s a n | p ri n t s stands behind the quality of our products. If you receive any manufacturing defect or damage product – please contact us immediately so we can make things right. Kindly contact us within 48 hours of receiving your order. Depending on the defective issue with your product, we will request you to ship the product back or provide photographic proof of the production error or defect.

Should your order be damaged during shipping, please keep the original packaging as it will be needed for claim to the shipping company.

Our product is custom one-of-a-kind products that are customized and personalized by you. Thus, we are unable to refund your order for customer created mistakes such as:
- Typos and spellings mistake
- Poor image quality or low resolution
- Layout errors and missing images
- Blank pages or mistakes in product design
- Content quality
- Product selection mistakes ( ie. product type, size, style or cover choices)
- Color differences between your home computer and our professionally calibrated printing systems. We calibrate our monitor every morning on every production day and ensure the accuracy of color

If you need to cancel your order for any reason, please contact us within one (1) hour of receiving your order confirmation email. Past this time – we cannot refund or cancel your orders.
Please send us an email to info@artisanprints.com including your order number and photo of defect or shipping damage. Please allow 1-2 working days for us to contact you



SHIPPING FAQ

Q: What is your shipping charges?

A: We offer:
Free shipping of all products to countries: Singapore, Malaysia, Indonesia, Thailand and Philipines

Flat fee shipping to other countries in Asia:
- For light items (For all soft cover books and hard cover books smaller than 8x12") is S$20 with additional item is $5
- For heavy items (For all hard cover books 8x12" and above) is S$40 with additional item is S$20

Flat fee shipping to the rest of the countries:
- For light items (For all soft cover books and hard cover books smaller than 8x12") is S$30 with additional item is $10
- For heavy items (For all hard cover books 8x12" and above) is S$60 with additional item is S$30

Please note you will be responsible for any import duties and taxes. The charges may vary country to country.

Q: Can I change the shipping address after i have placed the order?

A: Yes. Please send us an email to make changes to your shipping address as soon as possible. It is advised that you email us within 24 hours of placing your order as we cannot make changes once the package has shipped.

Q: Do you ship Internationally?

A: Yes, we do ship Internationaly