Personal account and information

How do I register on Ecoprintweb?

It is simple: on the homepage click on ‘Register’ and follow the instructions. You will have to choose a password. At the end of the process, you will receive an e-mail with your username and password to access your personal area.

Can I place an order without being registered?

I am sorry, but this is not possible. If you want to place an order, you have to be registered. This is to safeguard our Customers. As registered user, you can verify the status of your order, check previous orders and take advantage of other helpful services. To register yourself is very simple.

I have forgotten my username and password: how can I retrieve them?

You can retrieve your details any time. Follow this link and fill in the ‘Forgotten username and password?’ form by entering the e-mail address you have provided during registration. You will receive an e-mail with your log in details.

How can I modify my details?

You can modify your details in the Personal Area. Click on ‘Log in’, after entering your username and password, you will access your personal area and there you can modify your details.

How can I modify the delivery, the invoice and sender’s addresses?

In your personal account, click on ‘Options’ to modify the address of delivery, invoice and sender. It is possible to modify the delivery and/or the sender’s address only if the status of your order is in the ‘arrived’, ‘checked’ or ‘progress’ stage. If the status is identified as ‘sent’, no further modifications will be possible.

Privacy policy

No extracted information will be shared with third party. Credit cards details will be used only for the received orders.

Why do I have to provide my phone number and e-mail address?

Your phone number and e-mail address are only used to contact you for technical reasons or for information on your current order.

General information on orders and invoices

How do I place an order?

All the orders must be placed exclusively on the website. From ‘Products’ page, with few clicks you can calculate the quote of the products you need. The price you see in the basket is the amount to pay, clearly indicating VAT included or excluded.

Delivery expenses, packaging and payment (except for cash on delivery) are all included in the final price. By adding a product in the basket, the order will be concluded. It is not possible to order products via fax, phone or e-mail.
For every order you will receive a confirmation e-mail listing the products you have ordered, the delivery date and the costs.

Can I order more than one product?

It is possible to place a multiple order. We would like to remind you that delivery expenses are included in the final price, so you can easily place a new order.

How can I check the status of my order?

Once you log in, in your personal area click on ‘Your order’ and you will be able to check the status of your order.
The status can be identified as:
arrived, checked, in progress, sent.

Can I add a product to an order which is already placed?

Delivery expenses are included in the order, so it is easier to place a new order.

Is it possible to get a personalised quote for products which are not on Ecoprintweb.com?

Of course, it is possible. You can get a free quote by sending an e-mail with all the details of your work to info@ecoprintweb.com or by filling in the form in the ‘Contacts’ page.

I am a seller, can I get personalised prices?

Of course, you can. Send an e-mail to info@ecoprintweb.com and tell us about your commercial needs, the type of products your offer and potential cooperation proposals.

Is it possible to cancel or modify an order?

Orders can be modified or cancelled only if the file has not been uploaded yet. From that moment, the file is in the working process.
It is necessary to verify the real status of your order. In case you need further assistance to cancel or modify your order, please phone us +39 010 877886.

Can I send my order to an address which is different from the invoice address?

For every order you will be asked if the delivery address is different from the invoice address. If it is so, you can add a new address.

Can I modify the delivery address after placing the order?

It is not possible on the website. If you send an e-mail to info@ecoprintweb.com, our staff will verify the status of your order and, if it is possible, they will change the address.

Can I modify the invoice address after placing the order?

Log in your personal area and you will be able to change the invoce details for orders placed after the registration of address change.

To make any changes for ‘in progress’ orders, send an e-mail to info@ecoprintweb.com and if it is possible, our staff will modify the information needed.

Where can I found the invoice of my order?

Your invoice will be sent via e-mail, then printed and put in the packaging together with your products and all the other documents.

  Information on shipping

How much are the delivery expenses?

Delivery expenses are calculated and shown in the quote. If you have already added products in your basket, in the further quotes the final price may vary according to the amount of products you have ordered.
If in your basket there are products with different delivery terms, you can decide, directly in your basket, to receive all the products on the same day by choosing the latest date possible, saving money and lowering the environmental impact of your work.

When will the order be delivered?

The delivery date will be visible in your quote and may have 2/3 days of flexibility.

Can I track my order?

During the ‘sent’ status, you will receive all the information about your order and the tracking.

Can I arrange a specific delivery time?

Unfortunately, this is not possible. Orders are delivered by courier withing the working day. It is not possible to arrange a specific time or be contacted previously by the courier to arrange the delivery time. It is very important to deliver the goods where the courier can always find a person to receive the goods.

Is it possible to collect the goods at your office?

Deliveries out of Genova are dispatched only by courier. Deliveries in Genoa are dispatched by electric assist bikecycle. Otherwise you can collect your goods in Via alla Stazione per Casella 30 in Genoa.

Is it possible to collect the goods at the nearest courier warehouse?

I am sorry, but it is not possible. You have to give a delivery address where a person receives the goods.

Is it possible to send the order abroad?

Of course, it is. According to the country, you will pay extra delivery expenses that will be visible in your basket.

Can the shipment be anonymus? Is your brand visible anywhere?

Of course! You can ask for an anonymus shipment.
In this way our stamp won’t be visible on the packaging and you will receive the invoice only by e-mail.
Please, notice that the certification logos have a Chain of Custody code from which Grafica KC can be traced.

What documents will I find together with the goods?

The goods are always delivered with a dispatch note you will find inside the packaging.

What happens if nobody is there when the courier arrives?

The courier will try to deliver the goods a second time. In case the courier does not manage to deliver the goods again, we will contact you to find the best solution.

Is it possible to deliver the same goods to different addresses?

I am sorry, but this is not possible. If you need to send the same goods to different addresses, it is easier to place more than one order.

What shall I do before accepting the delivery?

Before accepting the delivery, please:

A) Check in the presence of the courier that the packaging is intact and the number of parcels matches the one on the dispatch note.

B) If the packaging is damaged (bent, torn, dented, etc.), ACCEPT DELIVERY SUBJECT TO VERIFICATION, indicating the damage on the courier's dispatch note (for instance, "I accept delivery subject to verification due to torn, bent, etc…. packaging”).

C) If the courier does not allow conditional deliveryREJECT THE GOODS. If, regardless of the packaging being intact, the material inside is still ruined or damaged, REPORT THE DAMAGE WITHIN 3 DAYS OF RECEIPT, by sending an email to info@ecoprintweb.com containing:
- the number of the order and the product(s) involved
- a short description of the damage
- a picture of the damage in order to proceed with our verifications.

   Payment terms

What are the payment terms?

- Credict Cards Visa or Mastercard
- Paypal
- Bank Money Transfer
- Cash on delivery

Complaints

If the product does not match your requests...

If the product you have received does not match your requests, you can send a letter of complaint to info@ecoprintweb.com communicating:

-       the number of the order

-       a short description of the problem

-       a picture of the product which does not match your requests to verify your information.

Your complaint will be sent to the department in charge of the checking.

According to the type of complaint, you will be asked to show up to 50 samples of the products to verify their defects.

Careful! In case a good evaluation of the product is not possible, you will be asked to send all the goods back. Once analysed the problem, you will be contacted to find together the best solution.

Dead line to send a compliant letter

In case you want to send a complaint letter, this must be communicated within 8 working days from the delivery of the goods.

Colour variation

We would like to remind you that, though we use last generation printing machinery, it may occur to experience colour variation compare to printing trials. The colour will outcome different from the one you see on your computer screan. The final printing depends on different factors: the type of paper, the weather conditions (temperature and humidity) which may influence the final product. Colour variation of this type falls into the working tollerance, thus they are not subject to complaint.