FREQUENTLY ASKED QUESTIONS

PURCHASING METHOD

How long will delivery take?

Once the printing process is done, we will deliver your items via Grab Delivery. The time will be displayed on the app and we will let you know.

How secure is shopping in the Helixgram website? Is my data protected?

Our website is fully secured and protected. SSL/HTTPS supported.

We protect your personal data. We will not share your data with anyone.

What exactly happens after ordering?

If you make an online order, you need to complete 50% deposit in order for us to proceed your order. In some cases, we may contact you via your provided phone number or email address so please check your inbox frequently (including Spam folder).

Do I receive a confirmation for my order?

Yes. A confirmation email will be sent to you immediately after you completed an online order. The confirmation also include all the deposit and payment details.

PAYMENT METHOD

1. Payment via Direct Bank Transfer

We accept payment by Bank Transfer directly to our bank account in Vietnam, Australia (Australia) or USA (USA).

2. Pay securely via PayPal or international Credit or Debit Card

 

 

Helixgram keeps your payment information secure. We never receive your credit card information.

We accept online transactions via international payment gateways such as PayPal or Stripe.

For PayPal: Choosing a PayPal payment method will allow you to pay with your PayPal balance or international Credit / Debit Card.

For Stripe: Choosing a payment method with Stripe will allow you to pay with an international Credit / Debit Card.

Important Note: After placing an order on our website, our system will send you an order notification automatically via email. As soon as we receive your order, we will contact you via email to confirm the order and print file (online proof) before processing. After your payment has been cleared on our account, we will process the order.

– Please be informed that the payment will not be refunded in any circumstances.

– Please be sure to contact us as soon as possible if there is a problem with your order. If items are damaged caused by manufacturing or damaged during transportation before reaching you, Helixgram will do as much as possible to rectify the problem.

– If you have any problems about the products, please report them within 2 days since the time you receive them. Beyond this time the issue will not be resolved for any reasons.

SHIPPING POLICY

I. Delivery within Vietnam

1. Delivery company

Helixgram uses the delivery service by several shipping companies such as VnPost, Grab, FUTA Express,…

2. Delivery schedule

Time: From 8:30 a.m. to 7:30 p.m. from Monday to Sunday.

We will notify you the expected completion date for each specific order in the printing quotation file. Once the printing work is finished, we will contact you to for custom delivery time that suits your availability best.

III. Receiving the products

1. Commitment to receive goods on time

In normal cases with full recipient information, we will commit that the customers will receive the products on time.

However, please be aware that the following cases are out of our commitment:
– You provided the wrong address and contact information of the receiver.
– Delivery staff contacted the receiver but no response.
– The delivery time is on time but the customer is not ready to receive the products.
– Unexpected events: natural disasters, storms, floods, accidents, traffic network problems, problems that may affect the transportation process.

I. Delivery to other countries

File Preparation

For printing works using paper and other materials:

– You are fully responsible for the printed content when you have “approved the printed content”, as well as the legality of the logo, brand, and design of your product.

– Printed digital colors in reality can vary +/- 15% for vector (illustrator) design files, 30-40% for image files.

– The printed colors in reality will also change relatively after each time of printing, and between different printing companies.

– The colors on your design must be based on PANTONE color codes. Please don’t compare the colors you see on mobile/computer screen (which are enhanced by LED lights) to printed colors in reality.

– The actual printed color uses CMYK color mode, so all of your design files need to be converted to CMYK color mode. Please do not use RGB color mode to avoid excessive color deviation.

– All Fonts must be Converted to Outline in order to avoid wrong font spelling.

– Please allow your design content to have at least 7- 10mm gap from the edges of your catalogue, 5mm for leaflets and 3mm for business card to avoid the content being cut off.

– We always try our best to make your products look great. However, please be noticed that content’s central alignment might have a very little deviation (< 1mm) after the product is trimmed to the final size.

– We will not be responsible if any problem occurs if you don’t follow these provision.

Should I add lamination on my printed products?

If you choose not to add a lamination to your print, your print will keep the original texture of the stock you’ve chosen.

Because it won’t have an extra layer of lamination on top, this will create a thinner feel for your product, but also help keep the price down!

Cheaper option.
Natural texture.
Thinner feel.

What are the delivery charges for orders from the Helixgram?

We use Grab Delivery for shipping our products to clients. Once your products are done, we will contact you regarding the shipping details, shipping method and shipping fee (the fee will be displayed via Grab Delivery app).

RETURNS AND EXCHANGES

– Please be informed that the payment will not be refunded in any circumstances.

– Editing: If the product has different demo versions (eg: logo), the customer chooses 1 among these demos to continue editing.

– Revision from designers / feedback from clients (time frame): 3 days maximum per each adjustment applied for both client side and designer side.

– Design and revision progress should be completed within 30 days since the day we receive the initial payment. After this timeframe, Helixgram reserves the right to stop all the design works as listed in this quotation.

PRINTING POLICY

– Due to various reasons, the colors of the printed products in reality will not look 100% the same with the colors you see on the design, so we hope customers understand this and Helixgram will not accept the reimbursement or returns & exchanges in this case. Printed digital colors in reality can vary +/- 15% for vector (illustrator) design files, 30-40% for image files.

File Preparation

For printing works using paper and other materials:

– You are fully responsible for the printed content when you have “approved the printed content”, as well as the legality of the logo, brand, and design of your product.

– Printed digital colors in reality can vary +/- 15% for vector (illustrator) design files, 30-40% for image files.

– The printed colors in reality will also change relatively after each time of printing, and between different printing companies.

– The colors on your design must be based on PANTONE color codes. Please don’t compare the colors you see on mobile/computer screen (which are enhanced by LED lights) to printed colors in reality.

– The actual printed color uses CMYK color mode, so all of your design files need to be converted to CMYK color mode. Please do not use RGB color mode to avoid excessive color deviation.

– All Fonts must be Converted to Outline in order to avoid wrong font spelling.

– Please allow your design content to have at least 7- 10mm gap from the edges of your catalogue, 5mm for leaflets and 3mm for business card to avoid the content being cut off.

– We always try our best to make your products look great. However, please be noticed that content’s central alignment might have a very little deviation (< 1mm) after the product is trimmed to the final size.

– We will not be responsible if any problem occurs if you don’t follow these provision.

Should I add lamination on my printed products?

If you choose not to add a lamination to your print, your print will keep the original texture of the stock you’ve chosen.

Because it won’t have an extra layer of lamination on top, this will create a thinner feel for your product, but also help keep the price down!

Cheaper option.
Natural texture.
Thinner feel.

DESIGN POLICY

– We support clients by refunding 50% out of the total initial cost if the client cancels the design work 72 hours prior to the 1st design mockup delivery date. We do not refund the cost in any cases after the demo sample has been sent to the customer via email or other contact channels.

– Editing: If the product has different demo versions (eg: logo), the customer chooses 1 among these demos to continue editing.

– Revision from designers / feedback from clients (time frame): 3 days maximum per each adjustment applied for both client side and designer side.

– Design and revision progress should be completed within 30 days since the day we receive the initial payment. After this timeframe, Helixgram reserves the right to stop all the design works as listed in this quotation.