FAQ

Questions about delivery

• How long does the shipping take to get to my country?

  Answer:

  Here is a list of the average delivery times:
  
  We need 1-2 days to print your products. The following delivery times will come in addition to that:
  
  Germany: 1-3 work days
  Austria: 1-3 work days
  Switzerland: 5-7 work days
  UK: 3-6 work days
  France: 3-5 work days
  Netherlands: 3-5 work days
  Belgium: 3-5 work days
  Spain: 4-6 work days
  Denmark: 3-5 work days
  Finland: 3-5 work days
  Sweden: 3-5 work days
  Norway: 4-6 work days
  Italy: 5-6 work days
  USA: 6-12 work days
• How much does shipping cost?

  Answer:

  Subtotal	to €24.99	€25.00 - €49.99	from €50.00
  Argentina Australia Belarus België Bolivien Brasil Cameroon Canada Cape Verde Česká republika Chile China Colombia Croatia Deutschland España Estland France Georgia Greece Guyane Hong Kong Hungary Iceland India Indonesia Ireland Italia Jamaica Japan Kazakhstan Kuwait Latvia Liechtenstein Luxembourg México Monaco Nederland Netherlands Antilles New Zealand Österreich Pakistan Paraguay Peru Philippines Poland Portugal Qatar Republic of Singapore România Russia Saudi Arabia Serbia Slovakia Slovenia South Africa South Korea Suomi Taiwan Tajikistan Thailand Turkey Ukraine United Arab Emirates Uruguay Uzbekistan Venezuela Vietnam	€3.99	€4.99	€5.99
  Subtotal	to DKK219.99	DKK220.00 - DKK449.99	from DKK450.00
  Danmark	DKK39.00	DKK49.00	DKK59.00
  Subtotal	to NOK244.99	NOK245.00 - NOK499.99	from NOK500.00
  Norge	NOK39.00	NOK49.00	NOK59.00
  Subtotal	to CHF31.99	CHF32.00 - CHF64.99	from CHF65.00
  Schweiz	CHF5.99	CHF7.99	CHF8.99
  Subtotal	to SEK254.99	SEK255.00 - SEK549.99	from SEK550.00
  Sverige	SEK39.90	SEK49.90	SEK59.90
  Subtotal	to £22.99	£23.00 - £44.99	from £45.00
  United Kingdom	£3.50	£4.50	£5.50
  Subtotal	to $29.99	$30.00 - $59.99	from $60.00
  United States	$4.90	$5.90	$6.90

• What does "ready to ship in 48 hours" mean?

  Answer:

  "Ready to ship in 48 hours" means that usually within 48 hours (or 2 working days) from the activation of your order the production department will produce and package your order. The delivery time is in addition to this (varies from country to country).
• Where is my order?

  Answer:

  Once we have shipped your package, you will receive an e-mail confirmation. Please note the delivery times to your country.

Questions about my account

• I forgot my password

  Answer:

  No problem, you can get a new password here.
• Why do I have to register?

  Answer:

  Registering will give you access to all Shirtcity functions. We also need your registration for personal information, such as your shipping address, shipping order confirmation address, shipping options, and for the correct classification of data to your profile.
  Registration is free and without obligation.

Questions about my order

• Can I return and exchange personalised printed products?

  Answer:

  All of our products are made individually to customers requests. Therefore, an exchange is not possible. The legal right of return is not applicable for "goods produced by special request".
  
  For unprinted products, you of course have a return limit of within 30 days, more information in the Conditions.
  
  If you are not satisfied with your order, please contact Customer Service, we will try to find a solution. Products with printing errors or poor quality will of course be reproduced or returned.
• How can I complain about something?

  Answer:

  Please first check the order confirmation or invoice to be sure there is an error on our side. If this is the case, the faulty printed products will be replaced.
  
  Please contact us using the form on our customer service page. It is imperative you give your order number.
  
  Our staff will inform you about how to proceed.
  
  Please report a mistake within 14 days after delivery. Unfortunately, complaints after 14 days can not be accepted.
  
  If you are instructed to send the order back, this is the return address:
  
  Return address:
  
  Shirtcity
  Pfaffenweg 36
  89231 Neu-Ulm
  Germany
  
  Packages with unpaid postage will NOT be accepted!
  
• How quickly can I expect a refund if it was promised to me?

  Answer:

  Refunds will be credited approximately ten days after the acceptance of the complaint. Credit in the form of a voucher will usually be issued immediately.
• I made a mistake in my order. What can I do?

  Answer:

  If you made a mistake in your order, please cancel it immediately under "My Account" and then simply re-enter a new correct order.
  
  Once production has started it is not possible to cancel an order. In this case, please contact Customer Service.
  
  Requests for order changes per e-mail cannot typically be made as the ordered items may have already been processed and printed.
• What is happening with my order?

  Answer:

  You can track the current status of your order by clicking on "My Account". As soon as your order has been shipped, you will receive notification by e-mail.

Questions about my Partner Shop

• Are my commissions taxable income?

  Answer:

  Money that you earn through commissions must be declared to the tax authorities as income. Please check with your accountant to find out how your commissions should be declared.
  
• Do I have to pay sales tax on commissions received?

  Answer:

  The commissions are paid as a net amount without VAT(value added tax). No additional VAT taxes need to be withdrawn.
  
  With proof of a tax number, VAT registered partners can get paid the commission payment including VAT (only possible in Germany).
• How can I increase my sales?

  Answer:

  Shop and Meta Texts:
  
  To get the best search engine listings, you have to optimise the meta texts and shop descriptions to SEO guidelines.
  
  Product Descriptions:
  
  Use accurate product descriptions so that the customers and the search engines can find your product.
  
  Good Content:
  
  Focus on quality, not quantity. Customise beautiful products with great designs.
  
  Good Topics:
  
  Customize products with current events, focus on niche topics not offered by other shops, and don't forget the classic T-shirt topics.
  
• How can I promote my Partner Shop?

  Answer:

  The more visitors you bring in to your shop, the more orders you get.
  There are many ways to generate traffic:
  
  Create Deep Links:
  
  You have a variety of options to create free deep links to specific products or categories in your shop. These links not only bring visitors to your shop, they are also important for search engines.
  
  Use Web 2.0 Networks:
  
  Use social networks and Web 2.0 sites to link to your shop and your products.
  - Use a catchy profile picture, that makes people curious.
  - Blog entries are very informative and helpful in the promotion of your products.
  - Comments in external blogs or community sites and forums draw attention to you. The rule is: no comment spam!
  - Share photos of people wearing your products.
  - Establish a Facebook group around your shop or be active in other groups.
  - Use widgets, applications, and social bookmarks to link to the shop.
  
  Keyword Advertising:
  
  On Google Adwords, Yahoo, and Microsoft you can turn on keyword ads (or Adwords ads) and buy traffic. Depending on how many bids per click, you decide how much an order is worth to you.
• Is my Partner Shop optimised for search engines?

  Answer:

  Yes, through our system your Partner Shop is optimised for the latest SEO guidelines. You should, however, also check the meta data in your Partner Shop management and, if necessary, adjust it to the contents of your shop.
  
  Also, you should make sure that your designs and saved products have names that match the needs of search engines.
• When and how do I get paid?

  Answer:

  In order to receive a payment, you must have at least 50 Euros in your commission account. You can request a payment in "My Account".
  
  The payments are made by bank transfer or PayPal.

Questions about payment

• Did Shirtcity receive my bank transfer?

  Answer:

  Once the transfer has been received, you will receive a notification via e-mail.
• To which bank account should I transfer the payment in advance?

  Answer:

  Shirtcity has prepayment accounts in several countries. If you make a transfer from another country, then please enter the BIC and IBAN number for the transfer. This means you pay no transfer fees. To be on the safe side, ask your bank.

  Deutschland:

  Account Name		IDCOM GmbH & Co. KG
  Account number		24532887
  Bank sort code (or clearing number)		63020086
  Bank		HypoVereinsbank
  IBAN		DE89630200860024532887
  BIC/SWIFT		HYVEDEMM461

  Schweiz:

  Account Name		IDCOM GmbH & Co. KG
  Account number		91-422764-0
  Bank sort code (or clearing number)		9000
  Bank		PostFinance
  IBAN		CH77 0900 0000 9142 2764 0
  BIC/SWIFT		POFICHBEXXX

  Nederland:

  Account Name		IDCOM GmbH & Co KG
  Account number		1568.42.114
  Bank		Rabobank Oost-Twente
  IBAN		NL03RABO0156842114
  BIC/SWIFT		RABONL2U

• What does payment in advance mean?

  Answer:

  Payment "in advance" means that we start with the production of your product when you have paid the invoice amount and it is credited to our account. More detailed information about the bank transfer can be found in the confirmation e-mail.
  
• Which payment method will ensure my order is processed as quickly as possible?

  Answer:

  If you pay with PayPal, credit card, or debit card (only availbale in Germany), your order goes immediately to our production process and is then billed. In these three payment methods we do not have to wait for the receipt of payment, along with payments in advance.

Questions about quality

• How good is the quality of the products?

  Answer:

  We use a selection of products featuring different brands and several suppliers. There are slight differences between the brands and products but all of our textiles and other products are tested and approved. We are committed to providing high quality and a comfortable fit.
  For more information on the quality, please check the product description of each product.
• How should I care for the product?

  Answer:

  To enjoy your printed product for a long time, please follow the care instructions:
  
  - Wash inside out, at a maximum of 30 ° C
  - Do not dry clean
  - Do not tumble dry
  - Do not bleach
  - Iron inside out with medium heat, without steam
  
• Which printing methods does Shirtcity offer and how good are they?

  Answer:

  Shirtcity uses four different printing methods. Here is an overview and description.

Questions about Shirtcity Club

• Are my design pages optimised for search engines?

  Answer:

  Your design pages in Shirtcity Club are optimized to the latest SEO criteria. To achieve a better positioning in search engines, you should build backlinks to your designs.
• Can my designs appear in the Shirtcity Club, even if I don't have a Partner Shop?

  Answer:

  Yes, you can also submit your graphics directly to Shirtcity.
  
• Do I retain the rights to my uploaded artwork?

  Answer:

  Yes, you do keep the rights to your uploaded designs. By uploading your designs you make it possible for us to sell these in combination with our products. You can delete your designs from the Shirtcity system at any time.
  
• Does it make more sense to promote my profile or my designs online?

  Answer:

  It is up to you which web page you promote. We recommend promoting the "Design Landing Pages" as they often generate more sales. The more backlinks you build for your design sites on the Internet, the sooner they will appear in the search engines.
• How can I increase my sales?

  Answer:

  Tips for increasing your sales:
  
  - Create designs about themes that are spoken about or are in the media.
  - Create designs on topics that are unusual, so your design stands out.
  - Create designs on topics from your region. If no one else offers this insider view, your Shirtcity Club designs appear near the top of Google.
  - Don't concentrate on only one theme, try to distribute your designs in various categories.
  - Promote your Designer Profile or "Design Landing Pages" online.
  
  
• What happens if multiple designs are ordered on one product?

  Answer:

  Commission is only paid on the first printed and higher ranked design - "FIRST WINS".
  The prints are rated in the following order/rank:
  
  Front
  Back
  Left Sleeve
  Right Sleeve
  
  In the "FIRST WINS" rule, only designs are considered. Personal texts and photos do not count and do not affect the commission of the designs.
• What is the commission for selling T-shirts with my design in the Shirtcity Club?

  Answer:

  For every product sold with your design, 5 Euros will be credited to your commission account, 1 Euro for badges.
  
• What is the design start fee?

  Answer:

  The Club start fee is 5 Euros and will be charged for the activation of each new design in the Shirtcity Club. The fee will be debited from you commission account. Designs in your Partner Shops are not affected.
• Will my design always be active on Shirtcity?

  Answer:

  We reserve the right to add and remove designs. The removal of designs at
  Shirtcity can have several reasons:
  
  - We filter out at regular intervals designs that sell poorly or not at all.
  - The design has fewer sales compared to similar designs.
  - Designs from crowded categories are removed to avoid duplicate content and competitiveness.
  - Less creative designs can be deleted when better alternatives exist.
  
  Our principle is quality over quantity!
  Creative designs have more opportunities in the long term.
  It is not allowed to have multiple accounts without having active Partner Shops behind them.

Questions about the graphic service

• How long will it take to vectorise my design?

  Answer:

  We strive to process your vector graphics as soon as possible. In general, the vectorisation takes one to seven days. If the vectorisation of your design is not possible for legal or quality reasons, you will be notified by e-mail.
• What was wrong with my design, why was it rejected?

  Answer:

  Each uploaded vector is examined by our Graphic Design Department and prepared for activation.
  
  Reasons a design may be rejected as a vector image are:
  
  - Line width too fine
  - Too many anchor points
  - The graphics are not real vector graphics, they are pixel graphics
  - The design is too complicated
  - Not completely converted to curves
  - Too many colors
  - Motive already uploaded several times
  - Incorrect file
  - Ethical concerns
  - Copyright infringement
  - Too many levels
  
  If your graphics have been rejected, you will receive a notification by e-mail explaining why. Of course, you can change and resubmit the graphics according to the grounds for refusal.
• Why does a design have to be vectorised?

  Answer:

  Vectorisation is essential if the graphics are being produced with Flex or Flock printing methods. Non-vectorised graphics can only be produced in digital printing (photo printing) or direct printing.

Questions about the shop

• Can I have a logo printed (for example with transparent print)?

  Answer:

  You can upload graphics as an image with or without transparency and produce a digital or direct print.
  If you prefer to print a vector file as a flex or flock print, you have to upload it under "My Account " and have it reviewed by our Graphic Department.
  The reviewing can take a couple of days. Once the artwork is approved by us, it is available in "My Vector Designs". You can order it more than once, or set up your own Partner Shop with it.
  
• Do the prints look exactly like they do in the store preview on the Internet?

  Answer:

  Not 100 percent. Note that the picture is an approximation. Minor differences may arise, for example, in the actual size of the print on the product, or in the colour representation.
• Does Shirtcity also do larger print orders of between 500 and 5,000 pieces?

  Answer:

  No, Shirtcity specializes in custom short orders from 1 piece.
  If you want to place a large order, please contact Customer Support.
• How can I upload my own vector files?

  Answer:

  You can upload your own vector graphics at "My Account". Please note, these must be checked for print capability by our Graphics Department before you can use them to design products.
• Is there a minimum order?

  Answer:

  There is no minimum order. At Shirtcity you can customise and order individual items. Shirtcity specialises in small orders with no minimum order.
• The price varies depending on the print. Why is that?

  Answer:

  The price is dependent on the number of printing inks, the printing methods, the product, and the number of printing surfaces. The price depends on your choices. The system shows you the price based on the settings you have chosen.