Frequently asked questions

We recommend editable .AI or .PSD files for the best print results. We also accept .PDF, .EPS, .PNG and .JPG, ideally at high resolution. If you would like a template for your product, email us before placing your order and we'll send one over.

Our in-house design team can create it for you. Write your ideas and instructions in the box provided at checkout and a member of the team will be in contact to work through the project with you.

Always. We send a digital proof for your approval before anything goes to production, and on many products we also send photos of a physical sample. Nothing is mass produced until you've confirmed you're happy with it.

Revisions are included, covering changes within your original brief such as colours, fonts, layout tweaks and content edits. If you'd like to go in a completely different design direction, that falls outside the brief and would be treated as new work and quoted separately.

Please do. Reference images, links to work you like, colour palettes and brand guidelines all help us get closer to what you want first time. The more detail you give us upfront, the faster and more accurate your first draft will be.

Minimums vary by product and are listed on each product page. Many of our products start from low minimums, so we're a good fit for small drops, limited runs and startups as well as large production orders.

On many products, yes. Short-run sample orders let you test a design or campaign before scaling up. Get in touch with the product and quantity you have in mind and we'll confirm what's possible.

[EDIT: confirm your bulk pricing rules here. Note from your grinder listing: the same colour with different artwork variants is not eligible for bulk discount, and different colours must be added to the cart separately.]

Yes. If you can't find the right size, shape, quantity or product, contact us with as much detail as you can and we'll put together a tailored quote.

Turnaround varies by product, order volume and whether a custom design is involved. Estimated turnaround times are stated in bold on every product listing. Production begins once your artwork has been approved.

On selected products we offer an express service with a shorter lead time. Contact us with your product and deadline and we'll quote you for it.

From artwork approval, not from the moment you order. If you supply print-ready files that meet our specifications, production can begin as soon as we've checked them. If we're designing for you, the clock starts once you approve the proof.

All orders ship using tracked delivery methods. We use DHL Express for fast domestic and international shipments, and Royal Mail for smaller UK parcels. The method depends on the size, weight and destination of your order.

Yes, we ship worldwide, with international express shipping available. Delivery times and costs depend on destination, size and weight.

Tracking details are sent as soon as your order has been dispatched. If you'd like an update on your order status at any point, contact our team and we'll come back to you with the latest information.

[EDIT: confirm your policy. Standard wording: orders shipped outside the UK may be subject to import duties, taxes or customs charges set by the destination country. These are the responsibility of the recipient and are not included in our prices.]

Yes, on every order and at no extra cost. Estimated shipping emissions are calculated and offset through verified carbon removal projects vetted by scientists at Carbon Direct. Read more on our Climate Commitment page.

[EDIT: list your live payment methods, check Settings, Payments in your Shopify admin. Typically: all major credit and debit cards, Apple Pay, Google Pay and Shop Pay.]

[EDIT: confirm. If you take deposits on large or bespoke orders, say so here, for example: orders placed through the website are paid in full at checkout. For larger bespoke projects quoted directly, we can arrange a deposit and balance structure.]

[EDIT: confirm your VAT position and whether displayed prices include or exclude VAT.]

Custom items are made specifically to your requirements and can't be resold once printed, so they aren't eligible for return or refund unless the product is faulty or printed incorrectly. That's exactly why we always send a proof for approval before production begins.

If your item arrives with a printing error that differs from the approved proof or submitted design, we'll offer either a full refund or a free reprint. Email design@cloudn9ne.co.uk with your order number and details of the issue and we'll sort it.

Plain and stock packaging may be eligible for return or refund if the item is received damaged or incorrect, you notify us within 14 days of delivery, and the item is unused, unopened and in its original condition. Contact us with your order number to start a return. Refunds are processed once the item has been received and inspected.

Contact us as soon as possible. If you supplied print-ready artwork, production may begin immediately on receipt of your order, so there may be no opportunity to cancel or modify it. If we're creating your design, you can make changes right up until you approve the proof.

Yes. Alongside print and packaging we offer logo design, brand identity, cinematics and animation as standalone services, delivered by the same in-house team.

We do, from content-led sites through to full ecommerce stores, with packages to suit different scopes and build times of typically 4 to 6 weeks. Get in touch and we'll talk through what you need.

Email design@cloudn9ne.co.uk, message us on WhatsApp at +44 7985 734636, or reach us on Instagram @cloudn9ne.co.uk or Telegram @CloudN9neUK. We aim to respond quickly, usually the same working day.