Frequently Asked Questions (FAQ)

• Can I see how your products are used or get a sense of how to use them and what they are good for?

Absolutely! You can visit our Instagram page (@tilliprint) to get a sense of how our products are used and to see the various applications they are suitable for. We regularly share posts showcasing how we use and create our own products.

 

 

• What is RTS and Personalizable?

RTS stands for "Ready To Ship," which refers to goods that are already prepared and available for immediate shipment. These items are already in stock and do not require any additional processing time before they can be sent out for delivery.

 

"Personalizable" means that the goods or products can be customized or personalized according to your preferences or specifications. This allows you to add your own touch or personalization to the item, making it unique and tailored to your needs or preferences

 

 

•  Processing Time

We understand the importance of timely delivery and transparency. Here are the estimated processing times for our different product categories:

1.   RTS (Ready To Ship) Products And Non-Custom Products : our processing time is 1 day. If you place your order today, we will do our best to ship it out on the same day. If, for any reason, we are unable to ship it on the same day, rest assured that it will be shipped on the next business day. If any delays occur, we will inform you as soon as possible
2.  Custom Sticker, Favor and Gift Items: For custom favor and gift items, our processing time is 1-5 business days. We understand the significance of personalized gifts and will ensure that your order receives the attention it deserves within this timeframe.
3.  Custom Invitations: Custom invitation orders require a processing time of 5-10 working days. At Tilli Print, we take pride in our meticulous craftsmanship. Each and every one of our invitations is handcrafted with care, right from scratch. We believe in the uniqueness of every design and ensure that your invitations are not mass-produced. This attention to detail requires a processing time of 5-10 working days.

 

 

• When will my order be shipped?

We ship orders using various transportation methods. Standard shipping utilizes Belgium international post, which does not include tracking. For orders with tracking numbers, we use Belgium Parcel, GLS, DPD, or UPS. During the checkout process, you will have the option to choose your preferred shipping method, including the option to collect your package at a post point for reduced shipping costs.

 Standard Shipping - With Postage Stamp :

• Belgium : 2-3 days
• Netherland, Germany, France, Luxemburg: 2-4 days
• Italy, Spain, Portugal: 3-5 days
• Other EU countries: 4-5 days
• UK: 5-7 days
• USA: 5-10 days

 Shipping with track&trace

• Belgium : 1-2 days
• Netherland, Germany, France, Luxemburg: 1-3 days
• Italy, Spain, Portugal: 2-3 days
• Other EU countries: 3-5 days
• UK: 3-5 days
• USA: 3-7 days

Please note that we cannot accept liability for items that do not arrive, and we assume no liability for international shipping. However, we will always make efforts to resolve any issues that may arise.

Once the package has been delivered to the transporteur, it is no longer within our control. You can refer to your tracking number for more information. This tracking number is the only information we have about your package.

Please wait for a full 30 business days (from the shipment date) before contacting us with your order number and full name.

 

 

• Can I track my order once it has been shipped?

Absolutely! We offer order tracking services for most shipments. Once your order is shipped, the transporteur (carrier) will send you an email containing a tracking number and detailed instructions on how to track your package

 

Please note that standard shipping does not include tracking.

 

 

• Do you offer international shipping?

Yes, we offer international shipping to various countries. During the checkout process, please ensure you select your country to view the available shipping options and associated costs.

 

 

• Can I change my mailing address?

Please double-check your mailing address for accuracy. If your order is still open, contact us immediately with your order number and the correct mailing address. Once your order has been shipped, we are unable to change any information you have provided.

 

 

• Is there an issue with your order?

We strive to check all end products for quality, but mistakes can occasionally happen. We apologize for any inconvenience caused and assure you that we will make it right. Please contact us with your order number, full name, a description of the issue, and a photo as proof.

Please note that minor discrepancies in sticker cutting and occasional black specks in foiling may not be considered defects due to the nature of our cutting machines and foil application.

 

 

• I'm having issues with applying a discount code.

When entering a discount code at checkout, if you only see a text box for gift cards and no option to enter a discount code, it means that promotions cannot be combined with discount codes. Please ensure that your cart does not contain any promotional items like % off automatic discounts, freebies, or free shipping. If you continue to encounter issues, please email us with a screenshot of your cart so that we can assist you further.

 

 

• Do you offer customization?

Yes, we offer some products with customization or personalization options. You can check the product descriptions or contact our customer support to inquire about specific customization possibilities.

 

 

• Are the materials used in Tilli Print products eco-friendly?

We prioritize sustainability and use eco-friendly materials whenever possible. Our aim is to minimize our environmental impact by opting for responsibly sourced materials and reducing waste throughout our production process.

 

 

• Is my personal information secure when ordering from the Tilli Print website?

Yes, we take the security of your personal information seriously. We employ industry-standard encryption and security measures to protect your data during the ordering process. For more details, please refer to our Privacy Policy.

If you still need assistance, please feel free to contact us at hello@tilliprint.com. Kindly include your order number and name in your email