Frequently Asked Questions

1. ORDERS AND PAYMENT

HOW DO I PLACE MY ORDER?

Simply choose your style on the product page then click the “Add To Cart” button and follow the simple steps to complete your order.
We’ll prepare your order and let you know when it's on its way!

I DID NOT RECEIVE AN ORDER EMAIL CONFIRMATION OR A TRACKING LINK.

Please re-check your email, including your SPAM/JUNK box for any missing order notifications.

I HAVE AN INCORRECT ITEM IN MY ORDER

Please contact our Customer Care team with the order number and the incorrect item's name and number. The team will sort out any issues with incorrect items straightaway.
Email: support@presentiva.com

CAN I EDIT MY ORDER WITH YOU AFTER I HAVE PLACED IT?

You have up to 12 hours to edit your order from the time your order is completed through email. Once the 12-hour period has passed, it's too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.

CAN I CANCEL MY ORDER WITH YOU AFTER I HAVE PLACED IT?

You have up to 12 hours to cancel your order from the time your order is completed through email. Once the 12-hour period has passed, it's too late for you or our Customer Care team to cancel your order. If you cancel your order, we will refund what you paid within 5 working days. For more information on how to return your order check our Return & Refund Policy.

2. SHIPPING AND DELIVERY

HOW LONG WILL IT TAKE FOR MY ORDER TO BE SHIPPED?

It will take an average of 1 to 3 business days to process, it depends on each type of product. In the peak time, the processing time can be 2-4 or 3-6 business days.

Orders completed on Friday afternoon might be picked up the following Monday as the shipping carrier does not work on the weekend.

Shipping time

A. Domestic delivery

Standard shipping: 5 - 10 business days delivery (usually carried by UPS, DHL, and USPS)

Ground shipping: 3 - 5 business days delivery (usually carried by USPS)

Fast shipping: 2 - 3 business days delivery (usually carried by USPS and FedEx)

Please be informed that because of security reasons, orders delivered to military addresses will take up to 35 business days for shipping time.

B. International delivery

Standard shipping: 7 - 15 business days delivery (usually carried by DHL)

MY TRACKING NUMBER ISN’T WORKING.

Tracking numbers can take 2-3 business days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

Please contact our Customer Care team with the order number and the incorrect item's name and photo. The team will sort out any issues with incorrect items straightaway.

I AM MISSING A PRODUCT FROM MY ORDER.

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will get back to you within 24 hours.

I NEED HELP WITH A LATE ORDER.

If your order has not arrived after 10 business days (domestic) and 20 business days (international), please contact us for timely support.

3. PAYMENT

WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept Visa, Mastercard, JCB, American Express, UnionPay, and Diners Club.

When will my card be charged?
Just after your order has been successfully placed.

HOW SECURE IS MY PERSONAL INFORMATION?

We strictly adhere to the highest industry standards to protect your personal information when you checkout and purchase from our store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

4. PRODUCT CARE

HOW TO WASH AND CARE FOR MY CUSTOM-PRINTED GARMENTS?

When handling your printed garments, it’s important to treat them with extra care and take into account our simple advice outlined below. This is to ensure you can enjoy your item for a long time, and that it offers the most value to you.
1. Turn your clothes inside out before putting them in the washing machine.
2. Wash your garment at a low temperature.
3. Use a mild laundry detergent.
4. Go the old-fashioned way and hang them to dry. Do not tumble dry!
5. Always iron inside out.
If you have any undesirable problems with our printed products, despite having followed our above Product Care guidelines, don't hesitate to send us an email with a photo of the faulty product to support@presentiva.com.
Depending on your case, we may be able to send a replacement up to 30 days after the delivery date.
Any refund or replacement requests received after the 30-day period will not be accepted.