Help with returns, cancels & support
Returns and refunds policy
If the fault is ours, we fix it. Send your order number and a photo of the problem within 7 days of delivery, on LINE @heyprint or through the contact form, and you get a reprint, a refund or store credit — your choice, and we do not argue about which.
What we cannot take back is custom work that printed correctly. Because every job is made to your artwork, at your size, on your chosen material, we cannot resell it — so the wrong size ordered, a mistake in the supplied design, or a change of mind after printing are not covered. That is why we send a digital proof and why a person checks every file first.
For a refund we may ask you to return the labels or send a photo showing they have been disposed of. Not sure whether something counts as our fault? Send the photo anyway and we will tell you.
Can I cancel or change an order after checkout?
Yes, until production starts — which in practice means until you approve the proof. Message LINE @heyprint straight away with your order number and we will hold it.
Once it is on press we cannot stop it, and once it is printed it cannot be resold, which is why cancellation and a change of artwork are the same deadline. If you spot a mistake in your own file, that message is the moment to send it.
What happens if my print has an error?
Send a photo and a short description of what is wrong. If it is our error we reprint at no cost, on the same material and specification, and we do not ask you to return the faulty batch before the reprint starts.
If it turns out to be something in the supplied file rather than the printing, we will show you where and what to change — you are not left guessing.
How fast do you respond to customer support requests?
Within 1 hour during business hours — Monday to Saturday, 9am to 6pm — and usually faster. Message us outside those hours and you will have a reply the next working morning rather than that evening.
Fastest route for anything about a live order: message LINE @heyprint with the order number. Contact a Label Pro for anything before ordering.
What if I’m not happy with my order?
Tell us what is wrong, even if you are not sure it is a fault. Some things we can clearly fix — a print error, a wrong material, a bad cut. Others are judgement calls: colour that came out darker than the screen, a finish that feels different in the hand than expected, detail that got lost at small size.
Judgement calls are worth raising anyway. We will explain what happened and, where it is something we could have flagged before printing, we will make it right. Where it is a limit of CMYK or of the material, we will tell you that plainly and what to do differently next time.
What’s the best way to get help with a design issue?
Two routes, and the first is better. Before you order, ask a Label Pro — send the file and say what you are unsure about, and we will look at it without any obligation to buy.
After you upload, use the remarks box in the editor. Anything you write there is read during the file check, before printing, so that is where instructions about white ink, material effects or unusual cut lines should go.
Can I return my order if I just change my mind?
No — once it is printed to your artwork we cannot resell it, so a change of mind after production is not covered. Before production is different: if you have not approved the proof yet, tell us and we will stop it.
If you are unsure enough that this question matters, do not order the full run yet. Try 10 First prints 10 of your stickers for ฿149 with free shipping, and the ฿250 minimum is small enough that a test order is not an expensive way to be certain.
