Frequently Asked Questions
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Your Concerns, Addressed
If you don’t see your question here, feel free to contact us.
1. What happens after a customer sends an inquiry?
We will get back to you within one to two working days and answer any questions if the customer may have about the project, or send the customer a service and pricing guide again, so the customer can see all the details in one place and be sure We can help customers find out what they need.
2. For official documents, credentials, certificates, etc., why can’t the pictures/text be modified?
Because there is a high chance that this will involve forgery of false documents/criminal offences, etc., we will not accept related jobs, please forgive.
3. What do customers need to prepare before designing?
The customer can be provided from scratch, such as hand-drawn drafts, text, pictures, etc.; but the best way is to make a clear list of what you want to present on the project/design, such as design type, concept/idea/style, clear guidelines for actual dimensions, colours, text, graphics, pictures, placements (online or printing), because these are representative, it is easy for the customer to create the final design they want if they have a good description.
All information and materials must be provided by the customer in electronic files, such as company LOGO, text files, colours, fonts, graphics/images/pictures, product information and other files. The more information is the faster and more ideal of the design progress will be. Reference manuscripts are also welcome.
Please ensure that the customer has the legal right to use the relevant information. If the material involves infringement, we will not be responsible, and the relevant legal liability will be borne by the customer. In the event of any dispute, we reserve the right to make the final decision in all circumstances.
Suppose a customer needs our assistance in searching/purchasing some information and materials related to your project. In that case, you should let us know before we start the project/design so that we can find the best solution as soon as possible we can.
4. How is the project fee calculated?
The project fees and details in the Pricing and Service Guide are for preliminary reference only. Basically, the complexity of the manuscript must be determined based on the information provided by the customer, and whether other matters related to the project will be involved or required. Such as illustrations, vectorising, photo editing, expedited manuscript purchasing/printing services, etc. and then we make a first quote.
The final payment will not be known until the project draft is completed; for example, whether the project will exceed the number of free modifications/design drafts, etc. If additional charges are required during the project process, the customer will be notified in advance. After customer confirmation, the project will be completed and will continue.
5. Can you do the urgent project?
Of course it is possible, but it still depends on whether the customer can provide complete information and materials as well as clear instructions, otherwise, we will not be able to work quickly; please note that urgent project drafts require additional fees and urgent work will be done on the same day or Saturday/Sunday. The fee is 60-80% of the full price.
6. How to pay the project fee?
Please pay 50-80% of the final quotation as a deposit in advance and ensure that your project is within my plan; during the project process, customers will receive thumbnails/watermarks/non-printing images/low-resolution images and screenshots for preview and confirmation; after the project is completed, customers must pay the full amount first. Only after the full payment is confirmed will the final file be delivered to the customer.
7. After the project type is determined and the information provided is complete, when will the preliminary design draft be available?
A first draft for a single item of a design may take approximately two to four working days. Full brand design and promotion may take two to four weeks, depending on the number and content of the project.
Website design depends on the number of pages and the size of the website.
8. If I am very dissatisfied after reading the first draft and feel that there is no room for modification, can the deposit be refunded?
Regardless of whether the customer ultimately uses the project solution provided, the design fee/deposit will not be refunded.
9. Can you help me make a rough design draft for free? I would like to see whether your style can fit my project or not.
Normally it is not possible unless you are my long-term customer or you need to use my design for some campaigns, or the customer can go to my website/portfolio first and see if there is a similar style to what they want to do, or you can tell me some design ideas that you might want to do and give me information to review or refer to. If I can’t do it, I will tell you.
I hope customers can understand that time is our money, and we also need to spend the money on the computers/hardware, the professional design software, fonts, Pantone colour cards, etc., that must be purchased or paid for subscriptions for your project. Similarly, if the above things are free, please let me know, and I’ll be here to help.
10. Why are the colours printed differently from the colours I see on my monitor?
To put it simply: the colour range and mode of monitors (RGB) normally used in ordinary offices or homes are different from those of professional printing machines/printers(CMYK), so the colour difference is due to some design drafts inevitably need to be printed directly, but most of them can be produced using Pantone colour cards/numbers.
Therefore, professional designers will recommend using Pantone colour cards/numbers to produce printed artwork for ease of use. The printing company proofreads the colour you want or is close to the colour you want. It is recommended to ask the printing company to provide proof before printing to determine the final printed colour. (An additional fee may be charged for pre-printing proofs/colour tests.)
11. Will telephone or online customer service be available?
Text confirmation via communication software such as WhatsApp or email, verbal or voice revisions will not be accepted, because the text note can be used as a record and reference for design.
12. Online customer service hours?
Welcome anytime from Monday to Friday, Hong Kong time 9:00 AM – 6:00 PM; on the statutory holidays, Saturdays and Sundays, services are not scheduled or unavailable at all times.
13. How do I receive the final project/archives, etc.?
Once the full payment is confirmed, the file will be uploaded to a cloud server such as Google Drive, and the download link will be sent to you via WhatsApp or email.
14. What are the payment methods?
Bank transfers, FPS, Payme and PayPal will be accepted.
15. If I have any issues after the project is completed, can I ask you for help?
Surely welcome, because helping customers solve such problems is part of my service, and my job is not just creating designs for you.
Of course, communication or answering questions is free. If any changes to the manuscript are required, the project or adjustment fee will still be charged.