Frequently Asked Questions
Frequently Asked Questions
Generally
1. How does the Hoofprint online shop work?
In just two easy steps, you can create a custom artwork, including a personalized logo for your horse. First, upload one of your favorite photos and choose a style you like best. Our professional design team begins the creative process, creating the artwork and logo for your horse. Once completed, you'll find the high-resolution print files in your login area. Now you're ready for the second step: Browse our online shop and discover a variety of selected products for printing—from high-quality clothing and accessories to home furnishings or the perfect gift to delight a loved one.
2. What is a print-on-demand shop?
A print-on-demand shop offers custom printed products that are only produced after an order is placed. This avoids overproduction and allows us to offer you unique designs.
3. What products do you offer?
Our product range includes T-shirts, hoodies, mugs, posters, etc., which are finished using high-quality printing processes.
4. Can I upload my own designs?
No, you cannot upload your own designs.
5. Is there a minimum order quantity?
No, you can order a single product as everything is made individually for you.
6. How sustainable is your print-on-demand service?
Because we print only after orders are placed, we avoid overproduction. Furthermore, our suppliers use sustainable materials and environmentally friendly printing processes whenever possible.
7. What options are there to contact you?
The easiest way to do this is via our contact form . You can also send us an email to: hello@hoofprint.shop
Orders
1. How can I place an order?
Select your products, add them to your shopping cart and follow the checkout process.
2. Can I change or cancel my order later?
Orders can only be changed or canceled within the first 12 hours. Please contact us as soon as possible.
3. Where can I find my order confirmation?
After placing your order, you will receive a confirmation email. If not, please check your spam folder.
4. How long does it take for my order to arrive?
Creation of the artwork: Within 72 hours, we will design your individual artwork, including your horse's logo.
Printing and shipping: We then need 3-5 business days to print the product of your choice with the artwork or logo and ship it directly to you.
5. How can I track the status of my order?
Once your order has been shipped, you will receive an email with a tracking number.
6. What happens if a product is sold out?
We have a large network of suppliers, so out-of-stock products rarely occur. However, if an item is no longer available, you can sign up to be notified as soon as it's back in stock.
My Account
1. Do I need an account to order?
Yes, you need an account because we store your artwork and your horse's logo in your login area. Only then can you have your favorite products printed. Your account also offers additional benefits such as an order history, faster checkouts, and the ability to download your artwork and logo in high resolution at any time.
2. How do I create an account?
Click on the “Sign in” icon next to the magnifying glass in the top right corner and follow the instructions.
3. I forgot my password. What now?
This can't happen with our login. We use a so-called Magic Link. With Magic Link authentication, a unique link is created for each user login session that can only be used once. Clicking the user icon will prompt you to enter your email address. You will then receive an email with a link to your login area, where you can access all relevant data.
4. How can I change my account information?
To update your address or payment details, log in to your account and go to Settings.
5. How do I delete my account?
Contact us under "Contact" to request deletion of your account.
Payments
1. Which payment methods do you accept?
We accept, for example, credit cards, PayPal, Klarna, Apple Pay, and Google Pay.
2. Is the payment secure?
Yes, all payments are processed through secure and encrypted payment providers.
3. Can I pay in installments?
Yes, with Klarna or PayPal, for example, you can conveniently pay in several steps.
4. Why was my payment declined?
There can be various reasons for this. Check that your payment details are correct or contact your payment provider.
Discounts & Vouchers
1. How can I redeem a discount code?
Enter the code in the “Discount Code” field in the checkout area and click “Apply”.
2. Can I combine multiple vouchers?
As a rule, only one discount code can be used per order.
3. Why doesn't my discount code work?
Please check the expiration date and terms of the voucher. If you still have problems, contact us.
4. Are there any discounts or loyalty programs?
Yes, we regularly offer discounts and promotions. Sign up for our newsletter to stay up-to-date.
Shipping & Delivery
1. How long does shipping take?
If you already have artwork and logo created by us, our merchandise orders usually arrive within 3-5 business days of placing your order.
2. Which shipping service providers do you use?
We ship with DHL, UPS and DPD depending on the destination
3. How much does shipping cost?
Shipping costs depend on your location and the order total. The exact calculation will be made at checkout.
4. Can I have my order delivered to a Packstation?
Yes, we also deliver to Packstations. Please enter your Packstation number in the address field.
5. Will my order be delivered in multiple packages?
If you have ordered multiple products, they may be shipped separately.
6. Does Hoofprint also ship internationally?
We currently only ship within Germany, but this could expand very quickly. To stay up to date with the latest information regarding delivery regions and different shipping costs, we recommend subscribing to our free newsletter!
Return
& Refund
1. Can I return my order?
Products purchased in error
Our products are custom-made to order or printed with your horse's artwork or logo. Therefore, please only order if you truly want the products. We only offer refunds for damaged or mislabeled products, not for products purchased in error.
Wrong sizes
Incorrectly ordered sizes are also non-refundable. We make everything on demand, meaning a size exchange will require a completely new product.
2. How does the return work?
Register your return via 'Returns' in your login area and follow the instructions.
3. Who bears the return costs?
Returns are only accepted for defective or incorrectly printed products. In these cases, we will, of course, cover the return shipping costs.
4. When will I receive my refund?
Once we have inspected the return, we will process your refund as quickly as possible, usually within 7 working days, using your original payment method.
5. Can I exchange an item?
A direct exchange is not possible.
6. My product arrived defective or damaged. What should I do?
Please send us an email with photos of the damage. We'll work to resolve the issue as quickly as possible.
Goods or products
1. How durable are the prints?
Our prints are high-quality and durable. We recommend washing textiles inside out at a maximum of 30°C to preserve the colors.
2. What sizes are available?
Our products are available in various sizes. You can find a size chart directly on the respective product page.
3. Can I only buy personalized products?
Yes, all of our products are personalized with your own text and designs (your horse's artwork and logo). You can see the available customization options on the Hoof Designer page.
4. Is there a difference in quality between the materials?
Yes, we offer a variety of materials – from standard to premium. You can find the differences in the product description.
