support center

We have a number of quality control mechanisms to ensure that all our deliverables meet a high standard.

Experienced staff
To start with, we only use in-house designers with a proven track record who work for us full time. Every design gets reviewed by our art director and the client service agent assigned to your project. All agents have a marketing background.

Good communication
Our system is designed to support communication with you. The design briefs are easy to fill out, but they also guide you to give us the information we need. And even if you’re unsure about something, our support team is here for you.

A great feedback process

The client area features our feedback tool, which you can use to request the refinement of the design. The tool is created based on many years of experience in working with customers and it actively supports the design process.

The right incentives

Two systems ensure that each member of the team is incentivized to give their best for every project. Firstly, you can rate your satisfaction with each design iteration in your client area and the design team is rewarded a bonus based on the feedback you give. Secondly, we submit designs to professional reviewers regularly and the result influences our teams’ pay.

How long till I get my designs?

Each design project has two parts: the initial design and the refinement stage.

Generally it takes up to 3-5 working days for us to get back to you with the initial design, once we have the full brief from you. For some complex designs it may take a little longer.

The duration of the refinement stage depends on when you give feedback and what we need to change. Once we have your feedback, we will prioritize your project over new orders.

If you are in a hurry and you need your designs sooner, contact support and we will do our best to meet your deadline. If you would like a guarantee for early delivery, you may be required to pay a premium.

Will I be able to print the designs you create?

If you order a design for a printable item (such as flyers, business cards, etc.) you will always receive a print ready file from us, once you approve the design. These files work for most online print houses.

Some printers need a specific type of format, especially if they use old machines or if you need special processing, such as die cutting or embossing. We can provide these formats, but if extra work is required, you may have to pay a small fee.

If you have a preferred printer, please send us their artwork template when you fill in the brief.

What if I don’t like a design? Can you make changes?

Most design projects do require some changes to the initial design for the client to be happy with the final result. That’s why we have included a number of free revisions in every design package.
Most packages include two or three rounds (please see the package page for the service you’re interested in).

If you would like extra revisions, you can purchase more for a very small fee.

Our business model is not based on making a profit from revisions.
In fact, our designers get a bonus when there are no changes to motivate them to always give their best on each project, from the very first design.

How does this work?

We are a design agency and we have made it easy for you to order custom design services online.

You simply choose a service, add it to the basket and check out. Then you land in your client area, where the system guides you to fill in the design brief which tells us what you want.

We then create the design and present it to you online, in your client account. With our special feedback tool, you can let us know any changes to the design. Once you approve a design, we upload your design files to your client account.

What about file formats? Will I be able to edit the designs myself?

We use professional software to create the designs, we’re not playing around.
Each deliverable comes with specific formats that you’ll get, but most of them are JPG, PNG and PDF.

For a small fee, we can supply the original editable file upon request.
We understand that you may want to be able to edit some designs yourself, so we do offer the option of a more common file type if you so request (for example Microsoft Word documents for letterheads).

However, these formats impose limitations to the design they support. For this reason, we never design in these formats by default and we have to recreate the design in the end user format if you require it.

This has two implications for you:
1) the premium for this format will be higher than the one for the professional version;
2) due to software limitations, we might not be able to produce an exact copy of the professional design in the end user format.

What about intellectual property? Who owns it?

Custom design is creative work so you should be worried about intellectual property.

Once a project is completed, we transfer all intellectual property to you so that you can use your designs any way you like. We do retain the rights over “work product”, such as design variations you have not approved or accepted in your client area.

Get in touch

We aim to respond as quickly as possible, but for urgent questions don’t forget to try the live chat. If you are an existing customer, please mention your project name or customer number.