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FAQs

Here you will find the answers to the most Frequently Asked Questions that covers a lot of common questions about our products, so be sure to check it out.

If you have other questions please contact us here or by chat.

 

Most Common Questions

SCARLETTERDESIGN.COM website is certified Level 1 PCI DSS compliant, which means it's secure and legitimate. Our online shop is also securely encrypted with a SSL certificate for an extra level of security and peace of mind. 

We use DTG printing.

DTG (direct-to-garment) printing is like using a regular printer, but on t-shirts. Designs are printed directly onto the garment and absorb into the fabric.

We use the DTG method for most of our t-shirts. That's because it yields quality prints and there's almost no limit to the colors and fine detail you can use in your designs.

- Kornit series printers

- DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

All the Ink used in the creation of the apparel are SAFE water-based and eco-friendly.

DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

All orders go through our 3-step quality check before we ship them out:

- Our automated software checks graphics for quality before printing.

- Fulfillment specialists check quality while orders print.

- Final quality check after printing and curing.

In order for you to prolong the life of your print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

 

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.

We suggest to track the status of your package to know when it arrives in your city.

You can wait for the delivery at your address or you can go directly to pick the package at your local post office.

For orders shipped from our Europe location to a European destination, shipping can take between 2-10 business days after fulfillment depending on the country of destination. Check HERE the Average Shipping time for your country.

 

For orders shipped from our USA location to an American destination, shipping can take between 3-4 business days after fulfillment.

 

For Other countries please check HERE the full list for shipping time.

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that your shipping address was correct. It would also be good that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states that the order was delivered to you but you think that you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details.

Order shipped in Europe and USA will not pay any custom fees.

Depending on your order destination and fulfillment location, You might have to pay customs fees. The fees may vary depending on the order value, country limits, etc.

Who pays the customs duties & taxes?

Shipments outside of the USA and EUROPE may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Any fees are paid to appropriate customs agency by the end customer(YOU).

You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

We can only change orders that have not been processed for shipping yet.
To make changes to your order, please get in touch with us.

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

If a product gets damaged or was faulty upon a delivery – we offer you a reship or a refund.

For returns, please email at support@scarletterdesign.com with the subject 'Returns' and include your order number, name and the reason for the return.

We will provide You with instructions where to send returned goods.

You are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Several types of goods are exempt from being returned. Please check here our full detailed Return Policy.

Our Products

All the Ink used in the creation of the apparel are SAFE water-based and eco-friendly.

DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

In order for you to prolong the life of your print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

 

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Care instructions

- Printed apparel (Direct-To-Garment)

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners, or dry-clean the items.

DTG-printed apparel can be tumble-dried on a low cycle, but hang dry works best.

When it comes to ironing, use cool iron inside-out. Do not iron the print.

- Embroidered apparel

Embroidered shirts also can be machine-washed cold and inside-out on a gentle cycle with a mild detergent and similar colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option. If you notice any color residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned.

After washing, don't leave the clothing soaking, or lying in a pile while wet. Do not wring out the embroidered articles, but if you want to tumble-dry them, use a cool air setting.

If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn't wet embroidery before ironing or use a steam iron.

- All-over printed apparel

All-over printed apparel can be machine-washed cold with like colors, but without bleach. You can tumble-dry the apparel on low heat. It can't be ironed or dry-cleaned.

- All-over printed sweatshirts

The all-over printed sweatshirts have a slightly different fabric. So while they can be machine-washed cold with like colors without bleach and ironed on low heat, they can't be tumble-dried or dry-cleaned.

- Sublimation apparel and towels

Sublimation apparel and towels can be washed at any temperature, but we suggest cold/warm water. We also recommend washing the items with like colors, as the polyester fabric tends to make colors run.

- Bags

Our all-over print backpacks need to be hand-washed, but after the wash they can be tumble-dried on low heat. The backpacks can't be bleached, ironed, or dry-cleaned.

All-over print beach, tote and drawstring bags can be machine-washed without bleach on cold cycle. After washing, they can be tumble-dried on low heat. They can't be ironed, or dry-cleaned.

- Pillows

The pillowcase itself can be machine-washed without bleach on cold cycle, and they can be tumble-dried on low heat. They can't be ironed, or dry-cleaned. The pillow insert should only be hand washed.

- Mugs

Our white mugs are microwave and dishwasher safe. Matte black magic mugs, however, should only be hand-washed, and you can't put them in a microwave. Note that they're also prone to scratches, so be extra careful.

- Posters and Canvas

To ensure that your posters and canvas last for a long time, don’t keep them in direct sunlight or outdoors. They can be gently dusted with a soft, dry cloth or a feather duster.

- Phone Cases

Remove your case from your phone. Add a little mild soap to water, and dampen a cloth or sponge with it. With the damp cloth, rub your case gently in circles. Let your case air dry at room temperature.

Mug graphics are printed on sublimation paper using specialty sublimation inks. The paper is wrapped around the mug and placed in an oven (or conveyor oven depending on where we fulfill it). Then the inks turn to gas and are absorbed into the polymer coating on the mug.

- Printed with SubliJET HD ink

- Dishwasher and microwave safe

- Certified and safe to use by US and EU standards

Feel free to ask us the compliance documentation 

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Canvases are usually shipped in corrugated boxes, ranging in dimensions of 12x18x2 to 28x38x6. Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after the first wash.

We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.

We also aim to develop our product catalog with sustainable clothing in mind. Check out our Custom eco-friendly products.

They are printed on a satin finish canvas and hand stretched.

Mug artwork is inkjet printed, using special dye-sublimation inks and transfer paper. After printing, the transfer paper is wrapped around the mug. The image on the transfer paper is mirrored. Heat and pressure is applied to transfer the image. Printed dye is mixed with the coating. The image then becomes part of the mug.

All orders go through our 3-step quality check before we ship them out:

- Our automated software checks graphics for quality before printing

- Fulfillment specialists check quality while orders print

- Final quality check after printing and curing

We use DTG printing.

DTG (direct-to-garment) printing is like using a regular printer, but on t-shirts. Designs are printed directly onto the garment and absorb into the fabric.

We use the DTG method for most of our t-shirts. That's because it yields quality prints and there's almost no limit to the colors and fine detail you can use in your designs.

- Kornit series printers

- DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

Posters

Posters are printed either on matte or luster photo paper. Enhanced matte paper is bright and ideal for photographs that don't require gloss. Premium luster photo paper is between a gloss and a matte finish. Both are archival quality and available framed or unframed.

- Printed using Epson UltraChrome water-based HDR ink-jet technology

- Ink cartridges are returned to Epson and recycled

- Poster frames are made of alder, semi-hardwood

- Frames are painted black or white with a .75” thick border

- Hanging hardware included

- Acrolyte 0.60” thick front protector, not UV resistant

Matte paper specs:

- Archival quality

- Basis weight: 192 g/m²

- Thickness: 10.3 mil (0.26 mm)

- ISO brightness: 104%Opacity: 94%

Luster paper specs:

- Archival quality

- Basis weight: 260 g/m²

- Thickness: 10 mil (0.25 mm)

- Polyethylene coating

- ISO brightness: 97%Opacity: 97%

 

Canvas

Canvases are printed and then hand-stretched on solid wood stretcher bars. They're finished with a gallery-style fold for a premium quality look.

- Archival for over 100 years

- Printed with an Epson printer and UltraChrome series inks

- Fredrix canvas materials

- Medium textured, fade-resistant, OBA-free, pH neutral

- Thickness: 20.5 mil (0.52 mm)

- Basis weight: 470 gsm1.5” deep

- Mounting brackets included

Pillows are sublimation printed and hand-cut and sewn in-house. Graphics are printed onto sublimation paper using specialty inks. The fabric is then placed in between the sublimation paper and put through a rollpress, where heat transfers the inks onto the fabric.

Once printed, the pillow shape is precision-cut and hand-sewn by our in-house team. Pillows come with or without stuffing in a rectangular or square shape.

- Printed with Mimaki printers and sublimation inks

- Fabric: 100% polyester

- Stuffing: polypropylene nonwoven liner filled with virgin polyester fiber

- Concealable zipper

Shipping & Delivery

Yes, all shipping methods have tracking.

Note that the quality of tracking may differ for some local carriers.

For orders shipped from our Europe location to a European destination, shipping can take between 2-10 business days after fulfillment depending on the country of destination. Check HERE the Average Shipping time for your country.

 

For orders shipped from our USA location to an American destination, shipping can take between 3-4 business days after fulfillment.

 

For Other countries please check HERE the full list for shipping time.

This depends on each order and the number of products, shipping destination, and shipping method. Check our shipping rates HERE.

STANDARD SHIPPING IS FREE FOR A LIMITED TIME ONLY.

We currently ship almost Worldwide. We Don’t ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically.

All orders go through our 3-step quality check before we ship them out:

- Our automated software checks graphics for quality before printing.

- Fulfillment specialists check quality while orders print.

- Final quality check after printing and curing.

Individual mugs are packaged in boxes that keep the mug secure in the center of the box. Multiple mugs are covered in bubble wrap, placed in individual boxes, and then combined all together in one box. If it's a dozen mugs, they're placed in a box and separated with bubble wrap and dividers.

If Your address was wrong, then you are held responsible. Usually, the package is sent back to the return address. We'll contact you for an updated address.

If the package was not returned to sender, then you would have to process a new order to replace the original.

Fulfillment time is the time it takes to make your ordered product. Our fulfillment time is calculated in business days: 

2-7 bus. days for apparel products (t-shirts, leggings, dresses, etc.) (usually 2-3 days) 2-5 bus. days for non-apparel products (posters, mugs, phone cases, etc.) (usually 1-3 days)

More than 90% of our orders are shipped within 2-3 business days.

97.66% of our orders are shipped within 5 business days.

You need to consider the Fulfillment Time + the Shipping Time to have the Estimated Delivery Time. For most countries the estimated delivery time is about 7 days.

Fulfillment

It takes 2–7 business days to create apparel products

and 2–5 business days for non-apparel products.

                            +

Shipping

Our average shipping time is 4 business days

depending on the order's destination.

                            =

Estimated delivery

You get the order after we fulfill and ship it.

Order shipped in Europe and USA will not pay custom fees.

Depending on your order destination and fulfillment location, You might have to pay customs fees. The fees may vary depending on the order value, country limits, etc.

Who pays the customs duties & taxes?

Shipments outside of the USA and EUROPE may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Any fees are paid to appropriate customs agency by the end customer(YOU).

You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that your shipping address was correct. It would also be good that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states that the order was delivered to you but you think that you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details.

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Or if you don’t want to wait the second attempt of delivery You can go to your local post office to collect your package sooner.

We suggest to track the status of your package to know when it arrives in your city.

You can wait for the delivery at your address or you can go directly to pick the package at your local post office.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.

We offer fast shipping on a select number of countries, please tell us your country and we will provide you the shipping rate and delivery times.

Payments & Security

You can select your preferred payment method at checkout.

 

We accept secure payments for both local & international customers via PayPal, Credit Cards & Debit Cards.

SCARLETTERDESIGN.COM website is certified Level 1 PCI DSS compliant, which means it's secure and legitimate. Our online shop is also securely encrypted with a SSL certificate for an extra level of security and peace of mind. 

Payments are handled securely by Paypal or our Payment Provider, a payment system that uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data.

We will use the information you provide us with to process your order and send your lovely gift to you or your loved one. Rest assured we would never share their details with any third parties. We'd like to keep in touch with you to tell you more about our work – if you've opted in to receive communications from Us.

Returns & Refunds

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

If a product gets damaged or was faulty upon a delivery – we offer you a reship or a refund.

For returns, please email at support@scarletterdesign.com with the subject 'Returns' and include your order number, name and the reason for the return.

We will provide You with instructions where to send returned goods.

You are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Several types of goods are exempt from being returned. Please check here our full detailed Return Policy.

To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.

Please check here our full detailed Return Policy.

Receive a damaged item? Please reach out to our Customer Support team at support@scarletterdesign.com and We will help resolve the issue.

Please check here our full detailed Return Policy.

Ordering

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the goods to pay and complete your order.

Our support team is always happy to guide you at any step! Get in touch with us.

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

We can only change orders that have not been processed for shipping yet.
To make changes to your order, please get in touch with us.

No worries, that's because we ship some things separately, like posters and t-shirts. You'll get an email every time any items of your order are shipped.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com