FAQ

How can I sign in on Gekoprint?

In order to purchase a product, you must sign in to the site. To sign in on the Gekoprint site, you must click the button "Get an account" on the top menu. A form called "New client" will open. Fill in with all the required data and allow for processing of personal data, by clicking "I Agree".

Click the buttons "Add invoicing address" and "Add delivery address" to complete registration, otherwise click directly "Save" to confirm the registration and complete later on the invoicing data and delivery address fields. Any empty fields or fields filled out inaccurately will be marked with a red rectangle with the wording "Mandatory field".

Complete the red fields with the required information and click save, until a window with the wording "My account" opens up. It is your own personal area, from which you can edit your own data, if required.

What if I forget my password?

In case you forget your password, click "Forgot password" from your personal area, on the bottom right. A form will open, type in your registration email, you can reset your password and choose a new one.

Can I add a product, if I have already placed an order?

Our processes are automatic, therefore, it is not possible to add products to an already issued order, we suggest placing another order.

Can I edit or cancel an order?

If the product has not been processed, you can edit or cancel the order, by sending an email to info@gekoprint.com.

When and how must I send the print file?

After the purchase procure, in the review page, you will be asked to upload the file of the selected processing.

At this point, there are two sending options available:

Immediately upload the file:

At the end of the purchase procedure, after the "Review data" stage, you will requested to upload the image (in the section "Upload file"). Click "Load file up to 15 Mega" or more greater files, click "Upload file up to 2 Giga" (to check the size of the file, you are uploading, click with the right button of your mouse on the file and go to the last item "Features". (On Mac pc, click with the right button on the image and go to "Obtain information"). In case of images, exceeding 15 Mega, you will be requested to attach the file and to do so, you must click on "Select file", then on "Open" and actual uploading will be marked with a green check mark.  

In case of files, exceeding 15 Mega, click on "Upload file up to 2 Giga" and a pre-filled We Transfer window will open up and you must click on "Add file" and once you choose the file to upload, click on "Transfer".

After uploading the file, for both procedures, click on the box "Save and continue"

Uploading the file in a second stage:

After the review data section, click directly on "Save and continue" inside the "Upload image" section, without typing anything. Complete the purchase procedure by filling out the "Payment" section and, then, you will receive via email the instructions for file sending.
Remember that for both procedures, the maximum size of the file to upload shall be 2 Giga.

Can I purchase more products in one single order to reduce shipment costs?

Yes! With one single order, you can purchase more products. To add items to the cart, click on "Continue shopping".

Can I order products, which are not present on the site?

We update the Gekoprint website on a daily basis in order to offer you the widest range of products and customizations; therefore, you cannot create further changes or quotes.

Is it possible to fix a delivery time to receive the goods?

Unfortunately, it is not possible, since the deliveries are performed by means of courier and it is not possible to fix an exact time, the delivery takes place approximately from 9 a.m. to 6 p.m.

When will I receive the products I have ordered?

Shipment by means of courier is usually performed within 48/72 hours, if the order (complete with payment and file) is processed within 10.00 a.m. of the day before delivery. Areas difficult to reach may require more time.

Is it possible to verify the status of the delivery?

Inside your personal area, click on the order, on which you wish to receive information, on the order page, you will find the "ask tracking" button. You will receive an email with the tracking number as well as the link of the courier's site, where you can verify delivery status.

 

How must I prepare the files for the small format and the calendars?

Print files for the small format must have a resolution of 300 dpi and must be converted to CMYK. If we receive RGB images or with PANTONE colours, they will be converted with a standard separation profile.

Optimal print format is high resolution PDF, not protected with password. We accept all PDF versions; we recommend using PDF X3-2002 format. All files must have a bleed space of 3mm and crop lines.

For the preparation of correct files, we recommend to download and use the templates provided for each product.

How must I arrange large format files and displays?

Large format print files must have a resolution between 100 and 150 dpi and must be converted to CMYK. If we receive RGB images or with PANTONE colours, they will be converted with a standard separation profile.

Optimal print format is high resolution PDF, not protected with password, with fonts converted to outlines. We accept all PDF versions; we recommend using PDF X3-2002 format. You can also send JPEG or TIFF.

For the preparation of correct files, we recommend to download and use the templates provided for each product.

How must I arrange the files for backboards?

Print files for backboards must have a resolution of:

300 dpi > up to 50x70 cm format
150 dpi > larger than 50x70 format

The files must be converted in CMYK. If we receive RGB images or with PANTONE colours, they will be converted with a standard separation profile.

Optimal print format is high resolution PDF, not protected with password, with fonts converted to outlines. We accept all PDF versions; we recommend using PDF X3-2002 format. You can also send JPEG or TIFF. All files must have a bleed space of 3mm and crop lines.

How must I arrange the files of catalogues, magazines, books?

Print files for catalogues, magazines, books, must have a resolution of 300 dpi and must be converted to CMYK. If we receive RGB images or with PANTONE colours, they will be converted with a standard separation profile.

Optimal print format is high resolution PDF, not protected with password. We accept all PDF versions; we recommend using PDF X3-2002 format. All files must have a bleed space of 3mm and crop lines.

For the preparation of correct files, we recommend to download and use the templates provided for each product (noting well that the templates diversify the right pages from the left ones).

For all types of bindings, the PDF file provided must have individual pages, not set one next to the other, saved as they shall be read. Only for paperback, the cover must be sent in a separate PDF file compared to the content.

Can I edit my invoicing information?

The client profile can be edited directly from one's own personal area, on the site, on the top right corner. So, clicking on "Personal Area", a page called "My Account" will open up and from here, you can change your own personal data by clicking on "Edit".

Once you click "Edit", a page called "Edit user" will open up and from here, you can edit: e-mail address, password, invoicing address, delivery address and remove invoicing and delivery address. For each change you carry out, the site will require to type in again e-mail address and password and to click save.

The change of invoicing data will not be updated during order processing; therefore, we recommend not editing your own data before purchasing products.

Can I receive the goods at an address different from the invoicing one?

Of course. When you fill out the order, you will be asked whether the destination address is the same as the invoicing one or if you prefer to suggest a different one for delivery. To add items to the cart, click the button "Continue shopping".

Is it possible to have more delivery addresses for one single order?

It is not possible to manage multiple delivery address for one single address. If you require shipping the material to several destinations, you must place more orders.

Where can I find the invoice to my order?

Invoices are attached to the shipment of goods, if you need the invoice in electronic format, you can send us your inquiry via email to info@gekoprint.com.

Why are products taxed with 22% VAT?

Since Gekoprint is an Italian company, VAT in force in Italy, equal to 22%, is applied.

Which payment methods are possible?

Credit card: payment with credit card is carried out by connecting to PayPal site, the circuits accepted are Visa and Mastercard

PayPal:to carry out payments in the Gekoprint site, first of all, it is necessary to have an account on the website www.paypal.com/it and have username and password to access the portal, when they are required during payment procedure.

(The basic idea is that of performing transactions without sharing credit card information with the final addressee of the payment: as a matter of fact, the system does not convey sensitive data of the cards, connected to the account).

Bank transfer: In this case, it is necessary to send to the address info@gekoprint.com the bank payment slip or the CRO (Identification code of the transfer), without which we are not able to carry out delivery.

Gekoprint Srl

Bank Unicredit

Branch of Rubano - Padova - Italy

IBAN: IT48G0200862790000103822624

Indicate the order number, as purpose of payment.