FAQ's

Got any questions? Hopefully we've got them all covered here. If we've missed anything, please drop us an email and we'll be happy to help.


For artist FAQ's and guidelines view our Artist Guidelines

  1. Most Popular Questions

    Most Popular Questions

  2. Your Order & payment

    Your Order & payment

  3. Uploading Your Photos

    Uploading Your Photos

  4. Delivery & Returns

    Delivery & Returns

  5. Quality

    Quality

Most Popular Questions

For a quick overview we have gathered some of our most popular questions in this section.

  • How quickly will you dispatch my order?
  • How do we know your site is completely safe?
  • What measurements should I design to for my portfolio?
  • Why can I not upload my photo?
  • Which Credit/Debit Cards do you accept?
  • Can my photo be used for any Zippi Product?

How quickly will you dispatch my order?

Don't worry – we're super quick! We dispatch all orders received by 2:00 PM on weekdays the very same day meaning you never have to wait too long for your order.

If you need your order quickly, simply place your order by 2:00 PM and select our courier option which then guarantees your delivery the very next working day.

Delivery of all orders within mainland UK is absolutely FREE.

How do we know your site is completely safe?

Please be assured our website is completely secure. We take the privacy and security of your payment and personal details very seriously, which is why we only use Paypal - an internationally reputed fully secure online payment merchant.

What measurements should I design to for my portfolio?

Simply design to the ratio's below, ensure your jpeg or png is between 400kb and 25mb, and you're all set

For our full artist FAQ's and guidelines view our Artist Guidelines

OrientationRatioProducts
Landscape3:2Mousemats, Jigsaws, Laptop Skins, Messenger Bags, Landscape Canvases, Placemats, Sleeves
Portrait2:3Tablet Cases and Skins, Portrait Canvases, T Shirts
Square1:1Coasters, Keyrings, Square Canvases, Tote Bags, Cushions
Thin1:2Phone Cases and Skins
Panoramic2.4:1Mugs

Why can I not upload my photo?

If you cannot upload your photo it usually means that your image does not meet our file size limitations or you are trying to upload an invalid file type

To use our uploader your photo must be:

- At least 100kb for mugs and cases & 300kb for canvases

- No bigger than 20mb

- Either a Jpeg, PNG or Gif file

If you continue to have problems uploading your photos, please click here to email it to us.

Which Credit/Debit Cards do you accept?

We accept all major credit/debit cards including Visa and Mastercard.

If you wish to pay using American Express, Switch/Solo or Maestro then please use the Paypal Express option at the Checkout stage.

Can my photo be used for any Zippi Product?

Photos for canvas orders need to be at least 300kb.

Photos for anything else need to be at least 100kb.

Please note, due to the varying quality and settings on screens, minor variations in colour are a possibility.

Zippi cannot therefore guarantee that the colours you see via your monitor or device will exactly match the actual colour of your image.

Your Order & Payment

Have a look here about how you can pay. We explain about card payments, marketing codes.

  • How do we know your site is completely safe?
  • Which Credit/Debit Cards do you accept?
  • How do I get my discount?
  • I get an error page when I try to pay
  • Which company name will it state on my bank statement?

How do we know your site is completely safe?

Please be assured our website is completely secure. We take the privacy and security of your payment and personal details very seriously, which is why we only use Paypal - an internationally reputed fully secure online payment merchant.

Which Credit/Debit Cards do you accept?

We accept all major credit/debit cards including Visa and Mastercard.

If you wish to pay using American Express, Switch/Solo or Maestro then please use the Paypal Express option at the Checkout stage.

How do I get my discount?

After creating your product, and adding it to the shopping basket, you can enter your discount code in the box provided in the basket. Don't worry - your discount will be calculated automatically.

I get an error page when I try to pay

An error page usually means you have entered your payment details incorrectly, or your card is invalid. Some common problems are:

- Your billing address doesn't match the address on your payment card

- Your security number is incorrect
(the security code is the last 3 digits on the back of your card)

- Your expiry date is incorrect/expired

To solve this problem go back to the Payment Details page and try again or try a different card.

If you continue to have problems, please contact your bank.

Which company name will it state on my bank statement?

Your payment will show simply as "Zippi" on your bank or credit card statement.

Uploading Your Photo

Look here to find out more about uploading your photo. Lets talk file sizes, file formats and unzip all that technical jargon.

  • Can my photo be used for any Zippi Product?
  • What file formats can you use?
  • Does my image need to be a specific file size?
  • What is kb and mb?
  • What is ppi?
  • Can you enhance or retouch my photo?
  • Why can I not upload my photo?

Can my photo be used for any Zippi Product?

Photos for canvas orders need to be at least 300kb.

Photos for anything else need to be at least 100kb.

Please note, due to the varying quality and settings on screens, minor variations in colour are a possibility.

Zippi cannot therefore guarantee that the colours you see via your monitor or device will exactly match the actual colour of your image.

What file formats can you use?

Our Uploader allows Jpeg, PNG and Gif files, but if you have a different format click here to email us and we will do our best to help.

Does my image need to be a specific file size?

Our minimum accepted file size is 100kb and our maximum file size is 20mb.

To find out the size of your image:

- For Windows users:


Right-click your image file and select "Properties" from the File menu. This opens up the Properties Window which will display the size of the image.

- For Mac users:


Single-click your image file in the Finder and select "Get Info" from the File menu (or hit Command-I on your keyboard) and a new window appears. This opens up the Info Window which will display the size of the image.

What is kb and mb?

Kilobytes (kb) and megabytes (mb) are a unit of measurement of computer memory or digital data. 1 megabyte (1mb) is equal to 1,024 kilobytes. The bigger your image is in mb's, the better your image will look when placed onto your product.

To find out the size of your image:

- For Windows users:


Right-click your image file and select "Properties" from the File menu. This opens up the Properties Window which will display the size of the image.

- For Mac users:


Single-click your image file in the Finder and select "Get Info" from the File menu (or hit Command-I on your keyboard) and a new window appears. This opens up the Info Window which will display the size of the image.

What is ppi?

Pixels per inch (ppi) is what makes up the resolution of a file. In effect it is the density of pixels per inch in the digital photo you want to send us. You can usually tell the pixel size of your photo by looking at the properties of your photo in the file. The higher the resolution, the better the quality of photo and therefore the bigger you can enlarge the photo without the image becoming grainy or pixelated.

Can you enhance or retouch my photo?

We do not enhance or reposition your photo unless you specifically ask us to do so. If you have any special requirements, eg red eye reduction, please add this to the notes section in the shopping basket and we will do our best to help.

Why can I not upload my photo?

If you cannot upload your photo it usually means that your image does not meet our file size limitations or you are trying to upload an invalid file type

To use our uploader your photo must be:

- At least 100kb for mugs and cases & 300kb for canvases

- No bigger than 20mb

- Either a Jpeg, PNG or Gif file

If you continue to have problems uploading your photos, please click here to email it to us.

Delivery & Returns

This section contains everything you need to ensure you receive your order and how we handle refunds and returns.

  • How quickly will you dispatch my order?
  • What are my UK or Worldwide delivery options and costs?
  • I'm ordering more than one product - can my postage by combined?
  • I've selected 'FREE Standard UK Delivery' - when will I receive my order?
  • I've selected 'First Class UK Delivery' - when will I receive my order?
  • I've selected 'UK Courier Delivery' - when will I receive my order?
  • Do you deliver Offshore?
  • How will I know my order is on its way?
  • Can I track my order and do I need to be in to sign for it?
  • Can I get my order in a morning or Saturday slot?
  • What is your return policy?

How quickly will you dispatch my order?

Don't worry – we're super quick! We dispatch all orders received by 2:00 PM on weekdays the very same day meaning you never have to wait too long for your order.

If you need your order quickly, simply place your order by 2:00 PM and select our courier option which then guarantees your delivery the very next working day.

Delivery of all orders within mainland UK is absolutely FREE.

What are my UK or Worldwide delivery options and costs?

We deliver to most countries around the World.

All international deliveries use a tracked postal service, which normally takes up to 7 working days to receive.

For any order containing a canvas print or framed print - someone will need to be in to sign for your parcel.

Delivery ServicesDelivered to your door1 Product2-5 Products6-10 Products11+ Products
Standard UK Delivery
(Royal Mail 2nd Class)
2 - 4 working daysNo signature requiredFREE
First Class UK Delivery
(Royal Mail 1st Class)
1 - 2 working daysNo signature required£0.99
Courier UK Delivery
(1 Hour Time-slots)
1 working day*Signature or safe place required£3.99
European Delivery5-7 working days*No signature required but fully trackable£4.99£6.99£7.99£12.99
Rest of the World Delivery5-7 working days*No signature required but fully trackable£7.99£9.99£10.99£15.99

*On orders placed before 2:00 PM. Deliveries Monday - Friday only. Signature or safe place required.

Your order confirmation email will confirm the delivery service used and, where applicable, how to track your order.

I'm ordering more than one product - can my postage by combined?

For all UK deliveries we charge a flat rate delivery fee regardless of how many products you buy.

For European and International orders the below details the combined optiosn on our products:

For orders containing a Canvas Print

Delivery Services1 Product2-5 Products6-10 Products11+ Products
European Delivery£4.99£6.99£7.99£12.99
Rest of the World Delivery£7.99£9.99£10.99£15.99

I've selected 'FREE Standard UK Delivery' - when will I receive my order?

We use Royal Mail's second class service. Second class post normally takes 2-3 working days to arrive but in busy periods can take as much as 7 working days. Please note that first class post is not a trackable service. Whilst most of Royal Mail's deliveries are received within 2-3 working days, we sadly can't guarantee the exact day your order will arrive. Sorry!

If your order is needed by a specific date, we recommend you pay the additional £3.99 to upgrade to our next day courier service, which will be delivered within a 1 hour timeslot.

I've selected 'First Class UK Delivery' - when will I receive my order?

We use Royal Mail's first class service. First class post normally takes 1-2 working days to arrive but in busy periods can take as much as 5 working days. Please note that first class post is not a trackable service. Whilst 90% of Royal Mail's deliveries are received the next day, we sadly can't guarantee the exact day your order will arrive. Sorry!

If your order is needed by a specific date, we recommend you pay the additional £3.00 to upgrade to our next day courier service, which will be delivered within a 1 hour timeslot.

I've selected 'UK Courier Delivery' - when will I receive my order?

If your order is received before 2:00 PM, and you have upgraded to 'Courier Delivery', you can expect your order the very next working day.

Orders received after 2:00 PM and at weekends will be received within 2 working days.

We use Interlink Express as our courier who will communicate directly with you via text and email via their 'Predict' service. You will receive a text and an email once your parcel has been dispatched, confirming the delivery date and providing an opportunity to reschedule.

You will then receive a second email and text on the morning of your delivery confirming your one-hour time slot, with options to rearrange if this time doesn't suit, or to nominate a safe place to leave your parcel.

As this is a third party courier service, we cannot be held responsible for any delivery delays as these are outside our control. However, in the unlikely event of your parcel not turning up on time, please follow the links on your email or text to communicate with Interlink directly.

Do you deliver Offshore?

We certainly do. Please see below:

AreaCostService
Isle of Wight£10.491 day service
Scottish Highlands£10.492 day service
Republic of Ireland£10.492 day service
Scottish Islands£14.492 day service
Channel Isles, Isle of Man, Scilly Isles£14.492 day service
Northern Ireland£14.492 day service

How will I know my order is on its way?

Zippi will send you a confirmation email once your order has been placed, and then a dispatch email once your order has been processed and posted out.

For orders containing a large canvas, or if you have upgraded to courier delivery, you will also receive the following communications in real-time from Interlink the moment your order is dispatched:

ShippedYou'll get a text and an email once the parcel has been dispatched confirming the delivery date, and options to reschedule
Out for deliveryYou'll get a second text and email on the morning of your delivery confirming your one-hour delivery slot and options to rearrange or to give instructions to leave in a safe place. The email will also give you a clickable link to follow your parcel's progress – right the way to your door. It will even tell you your driver's name!
interlink example

Can I track my order and do I need to be in to sign for it?

Standard Delivery

If you have selected standard delivery, your order will be dispatched by second class post, which is not a trackable or guaranteed service, and doesn't require a signature. Second class post normally takes 2-3 working days to arrive but in busy periods can take as much as 7 working days. Whilst most of Royal Mail’s deliveries are received within 2-3 working days, we sadly can’t guarantee the exact day your order will arrive. Sorry!

Courier Service

For orders containing a canvas, or if you have upgraded to courier delivery, you will receive the following communications in real-time from Interlink the moment your order is dispatched:

ShippedYou'll get a text and an email once the parcel has been dispatched confirming the delivery date, and options to reschedule
Out for deliveryYou'll get a second text and email on the morning of your delivery confirming your one-hour delivery slot and options to rearrange or to give instructions to leave in a safe place. The email will also give you a clickable link to follow your parcel's progress – right the way to your door. It will even tell you your driver's name!
interlink example

Can I get my order in a morning or Saturday slot?

For our upgraded Courier Service to UK addresses (or orders containing a canvas print) we are pleased to offer alternative delivery options at the additional charges below:

UK AM (by 12:00)£7.49
UK Saturday delivery£7.49
UK Sunday delivery£7.49
UK AM (by 10:30)£16.49

What is your return policy?

As our Goods are made to order and personal to you, you will not be able to cancel your order once an order confirmation has been sent.

However, in the unlikely event there is a manufacturing fault with your product, you can return all orders under £100 within 7 days for a replacement. Please email us here with your order number and specific details of the manufacturing fault with your product so our customer services team can investigate the issue and confirm what to do next.

Quality

Here's how we try and ensure your product looks its absolute best.

  • Will my gift look exactly like my photograph or design on screen?
  • Is my product built to last?
  • Who can I talk to about my order?

Will my gift look exactly like my photograph or design on screen?

Our high resolution printers and quality inks guarantee brilliantly vibrant colour and we do our upmost to ensure colour correctness as much as possible.

However, due to the varying quality and settings on screens, minor variations in colour are a possibility.

Zippi cannot therefore guarantee that the colours you see via your monitor or device will exactly match the actual colour of the photo or design on your product.

For photo products, if you are in any doubt at all please add in your item notes on your order 'check quality/colour - please proof' and we will send a proof and any quality feedback to you. Please note this may delay your order a little, but will hopefully ensure you are fully satisfied with your product.

Is my product built to last?

Here at Zippi we pride ourselves on our quality products. We only use the finest materials to create your gift and all our products are handmade with care at our Southampton headquarters under the strictest quality control conditions.

Who can I talk to about my order?

Please be assured we have a customer services team on hand to help with any questions you might have at every stage of your order. Please click here to email us or call us on 02380 839926 if you require further assistance now. Our offices are open 9.00-5.00 Monday-Friday.

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