Comment pouvons-nous organiser Votre expérience ?

Comment préparer mes fichiers pour un standee en acrylique personnalisé ? +

Nous avons besoin de fichiers CMJN haute résolution (300 DPI) au format PSD, AI ou PNG transparent. Assurez-vous d'inclure un calque séparé pour le tracé de découpe et le masque d'encre blanche. Consultez notre guide artistique pour les gabarits visuels complets.

Quel est le délai de production habituel pour les commandes personnalisées ? +

La production standard prend 7 à 10 jours ouvrables. Pendant les périodes de pointe ou les cycles de congrès, ce délai peut être prolongé jusqu'à 15 jours.

Puis-je modifier mon adresse de livraison après avoir passé une commande ? +

Vous pouvez modifier votre adresse dans les 24 heures suivant votre commande. Une fois que le statut passe à En production, nous ne sommes plus en mesure de rediriger le colis car les étiquettes sont pré-générées. Contactez immédiatement le service client pour les changements urgents.

Offrez-vous des finitions holographiques pour tous les produits ? +

La plupart des produits acryliques supportent les finitions holographiques, mais la disponibilité peut varier selon le format et le matériau du produit. Contactez-nous si vous avez besoin d'aide pour choisir la bonne finition.

How do I place a custom order? +

Choose a product, select its size, printing, finish, accessory, and quantity, then upload your artwork and add the item to your cart. At checkout, enter your delivery details, choose an available shipping method, and complete payment. We review the submitted file before production and contact you if anything needs clarification.

What is the minimum order quantity? Can I order a sample? +

Most HeyCharmie products can be ordered from one piece, making it easy to test a design before committing to a larger run. Product-specific minimums, when applicable, are shown on the product page. For color-sensitive or complex designs, we recommend ordering one sample first.

Which artwork file formats do you accept? +

We accept high-resolution PNG, PSD, and AI artwork up to 50 MB through the product upload field. Use 300 DPI at the final print size, keep important details away from the cut edge, and use a transparent background when appropriate. Layered PSD or AI files are best when different effects or front and back artwork must be identified separately.

How should I submit multiple designs in one order? +

Upload each artwork file with the product configuration it belongs to. If several designs use different sizes, finishes, accessories, or quantities, configure and add them to the cart separately so production instructions remain clear. Use the production notes field to list the quantity required for each uploaded file.

What should I do if my artwork file is too large to upload? +

The product page accepts files up to 50 MB. If your production-ready file is larger, contact service@heycharmie.com before or immediately after ordering. Include your order number and a share link with download permission, and note which product and quantity the file belongs to.

Will I receive a proof before production? +

Yes. We provide a digital proof or cutline confirmation when the artwork or product requires approval before manufacturing. Please check the size, orientation, cutline, hole position, text, and front and back artwork carefully. Production begins after the proof is approved, and revision requests can extend the production schedule.

Can I change my artwork after approving the proof? +

Contact support immediately, but changes are not guaranteed after approval because approved jobs move into the production queue. If materials have already been printed or cut, changing the design may require a remake fee or a new order. Review every proof carefully before approving it.

How should I prepare double-sided artwork? +

For the same image on both sides, tell us whether the back should be mirrored or read in the same orientation. If the design contains text, logos, or directional details, provide a separate back design so they do not print reversed. Clearly label the front and back layers or files.

Why does the printed color look different from my screen? +

Screens display RGB light while printing uses physical inks, so some variation is normal. For the most predictable result, work in CMYK, use an embedded color profile, avoid extremely bright screen-only colors, and order a sample when exact color matching is important. Different materials and finishes can also change how a color appears.

Do acrylic products have a protective film? +

Many acrylic products arrive with a thin protective film to reduce scratching during production and shipping. The surface can look cloudy or lightly scratched while the film is attached. Peel it gently from the edge before judging clarity; some epoxy-coated surfaces may not use a removable film.

Which payment methods can I use? +

Available methods are shown at checkout and commonly include PayPal and major credit or debit cards such as Visa, Mastercard, and American Express. The exact options can vary by country, currency, device, and order value. If a payment is declined, verify your billing information or contact your bank before trying another method.

How long does shipping take? +

Shipping time is separate from production time. Current estimates are approximately 2-5 business days for DHL Expedited, 3-10 business days for other expedited services, 6-15 business days for standard shipping, 15-30 business days for standard shipping to Russia, and 20-60 days for eligible ocean shipping. Carrier delays and customs processing are outside these estimates.

How are shipping costs and import fees calculated? +

Shipping charges are calculated from parcel weight, destination, and the delivery methods available for that route, and the final amount is shown at checkout. Some methods only appear when their carrier and minimum-weight requirements are met. International customers are responsible for any customs duties, taxes, or import fees charged by the destination country.

How can I track my order? +

Once your parcel ships, the tracking number is added to your order and sent to the email address used at checkout. You can also use the Track Your Order page or review the order in your customer account. Tracking may take a short time to update after the carrier first receives the parcel.

Can I cancel or change an order? +

Contact support immediately with your order number and requested change. We can usually help before proof approval or production begins. Because every item is custom-made, cancellation, option changes, quantity changes, and artwork replacement may no longer be possible once materials have been prepared or manufacturing has started.

What should I do if my order arrives damaged, incorrect, or incomplete? +

Contact service@heycharmie.com within 60 days of delivery with your order number, a description of the issue, clear photos of the products, and photos of the shipping package. Do not return custom products unless our support team instructs you to. Eligible manufacturing errors, transit damage, incorrect items, materials, sizes, or quantities will be reviewed for replacement or another appropriate solution.