Frequently Asked Questions
Do I have to create an account?
You can use our website without the need to create an account, however, should you want to save a design you have created or complete the checkout process then you must create an account.
You can create an account by providing your name & email address, and then creating a secure password.
I can’t log in to my account?
In case of problems with logging in or other functions in our online store, it is usually useful to first clear the cookies in your browser. If the problem still persists, please do not hesitate to contact us. You can do this by visiting our ‘Contact Us’ page and submitting a message using the form provided or by emailing info@dactylpublishing.com
I’ve forgotten my password?
If you have forgotten your password, please click the ‘Forgot Password’ link when logging in and follow the assisted prompts to reset your password. If you are still having problems, please do not hesitate to contact us.
How can I change the details in my account?
You can easily change your personal details. Please ‘Sign In’ and then visit the ‘My Personal Information’ and ‘My Addresses’ sections to edit your details. In addition to personal details and address details, you can also adjust your login details here.
Log out?
For your own privacy and security, please ‘Sign Out’ at the end of your session, so that someone else cannot access your personal information.
How is my order delivered?
We send all of our shipments out via our trusted courier partners. To ensure the success of your delivery, please always provide the full address details along with a contact telephone number for the recipient, to minimise delivery issues or delays.
How can I track my delivery?
Once you have placed an order, you will automatically receive an email from us with all the order details.
When will my order be delivered?
Most items will be delivered within 3 weeks, but orders for hardback yearbooks can take as long as 4 weeks.
My order was delivered damaged?
If your package arrives with external damage to the carton/packaging, please refuse to accept it from the courier. If you accept the parcel anyway, be sure to indicate with your signature that the parcel has been damaged and take pictures of the unopened box. If the goods have also been damaged, we will need an e-mail with your order number and the photos of the package and the items concerned.
Once we receive this information, we can then take the steps necessary to find a resolution.
The wrong product was sent?
If the error was from our side, and the wrong item was delivered, we can offer you a full refund or reprint.
Where can I find my orders?
Please ‘Sign In’ to your account and then click on ‘Order History & Details’ where you can see a full list of your orders.
Can I save my order for later?
Yes, if you are not quite ready to complete the full order, you can simply save your creation and come back to finish it later at your convenience. Please ensure you have created an account and are logged in. You will find saved designs under the ‘My Projects’ section of your account.
Can I check the status of my order?
Yes, you can log in and find the status of all of your orders in the ‘Order History & Details’ section.
Can I cancel my order?
After proofing your design & placing your order online, we cannot guarantee we are able to cancel it if the item has already gone into production, due to the personalised nature of the items. If you wish to cancel your order, please contact us immediately so we can check the status first, to see if a cancellation is possible.
I’m not happy with the print quality?
Please note, we can only print what you create/upload, therefore please ensure that any photos are of a minimum 300 dpi for a good print resolution.
After you have proofed and approved your design online – we are not responsible for the resolution of your printed photos, any spelling mistakes or design flaws. Therefore, please double check your proof before placing your order.
I need help with my design?
If you require graphic design services for your product, please contact us for a bespoke quote from our in-house design team. If you need help using our editor tool, please contact us so we can guide you through the steps you can take online to make your design perfect.