FAQs

For all enquiries regarding orders please contact help@woyc-ondemand.com.

Please note that our customer support email and phone line is monitored Monday to Friday 9am-5pm UK & USA Central time with some weekend shifts implemented during busy periods. We aim to respond to your enquiry within 1-2 working days. Please note that although we aim to answer all enquiries as soon as possible, some non-urgent requests may not receive a response for up to 3-4 working days.

Production hours are Monday to Friday with some weekend and additional shifts implemented during busy periods.

General FAQ’s

  • No, we are totally white label. The order will feature your branding and it will look like it came from you.

  • We design and manufacture 90% of our goods at our own facilities in S.Korea where we control the working conditions and the quality. We source our Drinkware and Wall Art from other suppliers. All of our products are tested for sustainability and safety by Intertek.

  • When your customer purchases an item from you and it is fulfilled by WOYC OD, there will be two transactions. Your customer will pay you, and we will charge you when the order comes through.

  • Should a return be necessary for any reason, the return address will be the local fulfillment centre. If you would prefer to handle returned items yourself, you can change this to an address of your choosing.

  • Email. Send an email to help@woyc-ondemand.com

  • Absolutely! We ship worldwide and currently have fulfillment centers in 5 locations. UK, USA, Italy, S.Korea & Australia.

  • If all products are being printed by WOYC, we will consolidate the complete order in a single location and ship to your customer.

  • These are a few basic terms to help you get started:

    Resolution is the measure of pixels in the display, usually expressed in measurements of width x height. For example, a monitor that is 1920 x 1080 is 1920 pixels across and 1080 pixels down.

    DPI (dots per inch) is the number of dots in a printed inch. The more dots the higher the quality of the print (more sharpness and detail)

    The actual size is best described with (you guessed it) actual numbers. Let's say you have a 5”x5” shape at 100dpi, but you need to make it a 10”x10”. If you simply scale it to twice its original size you go from 5”x5” to 10”x10” Since the size has now doubled, your resolution has been cut in half- that particular part of your graphic, is now 50dpi.

    When you're submitting your print files, we ask that they are 300dpi and at actual size. The resolution of any file is only as good as the dimensions.

  • Yes! We have our own range of Graphics and Designs created by our in-house team, we call this The Art Warehouse and these designs are free for use on a wide variety of products.

  • We want submitted content to be respectful of others and of the law, so keep that in mind before you hit the launch button on your store. Content that is hateful, illegal, and that violates intellectual property rights may be reviewed and removed at any time.

Shipping FAQ’s

  • If you or your end customer provide the wrong address or one that is considered insufficient by the carrier, the shipment will be either returned to us or it will be delivered to the address you provided. 
We are unable to contact the shipping carrier to change an address once a package has left our facilities. If the package is returned to us, we will contact you and clarify the recipient’s address before reshipping at your cost. However, packages are not always returned. In this case, you will have to create a new order to send to the recipient.
-Orders you do not wish to be reshipped are not eligible for a refund.

  • Shipments that go unclaimed are usually returned to our facility, we will contact you when the package is returned. If you wish to resend the returned package, you will be liable for the reshipment cost. If we do not hear back from you regarding reshipment within 21 days, or you do not wish for the order to be resent, the package will be discarded.

    Please note that packages returned to us are not considered a priority by the postal service and therefore can sometimes take weeks to reach us. If you wish for your customer to receive their order b

  • We recommend you advise your end customers to contact you before returning any products. We cannot provide refunds or replacements for orders where the customer has selected the wrong size, image or simply ‘changed their mind’. We recommend accurately describing the products on your store,

  • Please check the inputted address is accurate. Secondly, check the notes left by the courier. Your package may have been handed to a family member, neighbour or left in a safe place. If you are confident your package has been incorrectly delivered but the address details were inputted correctly, we will replace the missing items free of charge after reviewing the claim. In this case we can only offer replacements and cannot offer refunds for packages marked ‘delivered’. It will be at your discretion if you choose to refund your customer.

  • For any orders with an incorrectly inputted address, we cannot provide a refund or free replacement. For tracked orders that appear to be lost in transit, are not marked as ‘delivered’ and have not moved for 10 working days, WOYC will provide a replacement free of charge.
 WOYC are not liable for the cost of a replacement or refund for items shipped using an untracked service that are not marked as ‘delivered’. For this reason, we recommend using a tracked service for all orders. Tracked services ship from from all fulfilment locations. All claims for items ‘lost in transit’ must be submitted to WOYC within 30 working days of the estimated delivery date.

  • Please select the correct desired method of shipping when placing the order. 
Requests to update shipping methods to expedited shipping cannot be accommodated unless you are an API customer and the order is still in ‘received’ status. 

Please be aware that Next Day Delivery relates to the day after dispatch and not the day after the order is placed. We aim to ship all orders within 3 business days and cannot prioritise orders with expedited shipping.

  • WOYC cannot be held responsible for shipping delays once the package leaves our facility. All our carriers aim to deliver packages within their agreed SLAs. However, in some circumstances, packages take longer to arrive. Such delays are beyond our control, and we cannot contact the carrier for information on individual package delays. Delayed delivery times are expected during peak season.

  • We ship all orders from the fulfilment operation located closest to the end customer. However, in some cases, there may be local taxes or customs charges that need to be paid by the customer. WOYC are not liable for such costs.