FAQ – MoViStudioCo

Orders & Production

Do you offer free shipping?

Yes. Free shipping is available for orders over 100 € within the EU.

The free shipping threshold applies to the total order value and is calculated automatically at checkout.

How are shipping costs calculated?

Shipping costs are calculated per product.
Each item is produced and shipped individually, which means shipping fees apply to each product in your order.

How long does production take?

Most items are made to order. Typical production time is 2–7 business days (may vary by product and season). Shipping time is added on top.

Can I change or cancel my order after purchase?

If production hasn’t started yet, we may be able to help.
Please contact us as soon as possible.

Send your order number ASAP. Once production starts, changes/cancellations might not be possible.

Will I receive a preview before the item is made?

For standard store designs: not usually.

For Upload / custom print requests: yes — we send a mockup or confirmation for approval before production.

What if I entered the wrong address?

Contact us immediately. If the parcel already shipped, we may not be able to redirect it. Returned parcels can require additional shipping fees to resend.

Shipping & Delivery

Do you ship worldwide?

At the moment, we ship within the European Union.

We are preparing to expand to additional regions, including the United States, in later stages. Availability depends on the product and fulfillment location. Updates will be communicated clearly when new regions are activated.

How can I track my package?

When your order ships, you’ll receive a tracking link by email (check spam/promotions).

Why is my tracking not updating?

Tracking can take 24–72 hours to update after dispatch. Some international routes update less frequently.

Do I need to pay customs or import fees?

Possibly. Customs/VAT/import fees
(if applicable) depend on the destination country and are usually the customer’s responsibility.

Returns, Refunds & “Second Life”

Can I return my order?

Because most products are print-on-demand, returns are limited. If your item arrives damaged, defective, or incorrect, contact us and we’ll make it right.

If your item is not personalized, you may have statutory return rights depending on your region see our Returns Policy.

My item arrived damaged or wrong what should I do?

Contact us as soon as possible (ideally within 48 hours of delivery): order number + clear photos of the issue (product + print + packaging). We’ll offer a replacement or refund based on the case.

What is the “Second Life” program?

If you don’t want to keep an item, you can send it back so it can be resold, reused/donated, or responsibly recycled instead of being thrown away.

Can I choose whether my item goes to resale, donation, or recycling?

You can share a preference, but the final decision depends on the item’s condition and our hygiene/safety guidelines.

Do you provide individual tracking of where my donated item goes?

For privacy and operational reasons, we don’t provide recipient identities or individual donation tracking. We may share general updates about the program.

Who pays for shipping a Second Life return?

Second Life returns are shipped at the customer’s expense. We recommend using a trackable service; we can’t take responsibility for lost untracked parcels.

Upload Your File (Custom Print Service)

How does the “Upload Your File” option work?

File uploads are used solely to produce a physical product.

We do not sell digital files, downloadable content, or standalone design services.

Minor technical adjustments required for printing (such as resolution checks, scaling, or placement) are included in the product price.

We do not offer paid design edits, graphic services, or custom artwork creation at this stage.

Requests for advanced editing, redesign, or creative changes cannot be accepted before production.

By submitting a file, you confirm that you own the rights to use the artwork commercially or have obtained proper permission.

What file types do you accept?

Commonly accepted formats: PNG / JPG / PDF / SVG (and other formats where possible). For logos/text, SVG or PDF is best for sharpness.

What quality do you recommend?

Aim for high resolution (ideally 300 DPI for print). Avoid screenshots—original files print cleaner.

Do you remove backgrounds or edit files for free?

Basic placement checks are included. Advanced edits (background removal, redraw/vectorization, heavy cleanup) may require an extra fee we’ll confirm before doing anything paid.

I have multiple designs how should I send them?

Send them in one ZIP file and name files clearly (e.g., “front_logo.png”, “back_text.svg”).

What if my file isn’t printable?

We’ll tell you what’s missing (resolution, format, contrast, etc.). If possible, we’ll suggest fixes or offer paid editing options.

Do I need permission to print the artwork I send?

Yes. By submitting your design, you confirm you own the rights or have permission to use it commercially. We can’t accept copyrighted/trademarked content you don’t own.

Product Care & Quality

Will the print look exactly like on my screen?

Screens and printers can display colors differently. We aim for the best match, but slight variations can happen.

How do I take care of printed apparel?

Turn inside out, wash cold, avoid aggressive drying, and don’t iron directly on the print

Payments, Support & Privacy

What payment methods do you accept?

Available methods are shown at checkout (cards and local options depending on country).

How can I contact you?

Use the Contact page or email us with your order number. For Upload service, you can also contact us via the channels listed on that page.

Do you store my files from the Upload service?

We store files only as needed to complete your request and support you. Personal data is processed according to our Privacy Policy.