Frequently Asked Questions

We (WALY) perform basic technical checks only (e.g., file format).

We do NOT check for spelling, grammar, layout, or image resolution.

We print exactly what you upload. Wrong file = wrong print.

Customers are fully responsible for the accuracy of all submitted artwork. We do not offer refunds or reprints for customer errors (e.g., typos, wrong sizes, or any other design issues).

As we print the exact file provided, customers are fully responsible for the artwork submitted. We cannot offer refunds or reprints for:

• Spelling or typographical errors
• Wrong names or dates
• Incorrect file dimensions
• Poor image quality / resolution
• Any file-related issues

Our website provides a direct upload function, allowing you to upload multiple large, high-resolution files easily from the product order page without using email.

Yes! If you are ordering multiple items with different artworks (e.g., total 5 banners: 3× Design A, 2× Design B), you also don't need to add them to the cart separately (unless the sizes are different).

How to do it:

1. Select the total quantity (e.g., 5) on the product page
2. Upload all artwork files together

We focus on B2B printing production and do not provide design, layout, or file editing services.

Please ensure your files are print-ready before uploading.

To ensure fast processing, files usually go directly into production.

We will only contact you if your file is unclear or requires technical confirmation. If we contact you, please reply within 2 working days to avoid delays.

Most orders enter production within 1 working day after file confirmation. Total production time depends on the product and order quantity.

The cut-off time is 14:00.

Estimated “Ready to Pickup” time is shown on each product page based on your selection / checkout page before placing an order.

• Before production starts: Cancellation requests may be considered. Approved cancellations will be refunded as Waly Store Credit only (no bank transfer), and may be subject to cancellation fees.
• After production starts: Cancellations, changes, or refunds are NOT allowed once printing has begun.

We will try our best to accommodate urgent requests.

Please contact our team before placing your order to check availability. Urgent orders may incur additional charges.

No. All refunds, overpayments, and cancellations are credited directly to your Waly Wallet.

We do not provide cash or bank transfer refunds.

Yes.

All top-up amounts are non-refundable and will remain in your Waly Wallet for future purchases.

No. A colour variance of 10–30% is normal in the printing industry. Screens display colours using light (RGB), while printing uses ink (CMYK).

We do not offer refunds or reprints for normal colour differences.

While we try our best to keep the quality consistent, slight differences in colour and texture may happen between different print batches due to paper, environment, and machine settings.

If colour consistency is important to that job, we recommend placing your full order at one time to avoid batch differences.

No. A size tolerance of 1–5% is normal in industrial production and is not considered a defect.

If there is a major defect caused by our production, we may offer a reprint or a suitable solution.

We do not offer refunds or reprints for:

• Change of mind
• Errors in customer-submitted files
• Normal colour variation
• Normal size tolerance
• Any conditions stated in our T&C

Please contact us within 3 days of receiving your order with clear photos.

We may request the defective items to be returned for inspection.

Items that have been used or distributed are not eligible for claims.

Once your order is handed over to the courier, delivery responsibility transfers to them.

We will assist you in filing a claim, but Waly is not liable for shipping delays or damages.

Self-collection orders must be collected within 30 days.

Uncollected items may be disposed of after this period, and no refunds will be given.

Please refer and follow the file requirements stated on each product page (requirements may vary by product).

We do not store customer files long-term.

Please keep your own backup, as files may be deleted anytime after order completion.

You can contact us via WhatsApp.

For selected or complex orders, we may create a WhatsApp group to improve communication. This is subject to internal arrangement.