The order is taking longer than expected, what should I do?

Q: Pick up

<h1 id="pickup">Pickup</h1> “Shipped” also means ready for pickup When the status of your order shows “Shipped”, it means that the item is ready for pickup. In this case, you will not receive tracking information, as the package is not shipped by post. Instead, it will be ready for you at our location. Pickup is available on business days between 9:00 AM and 5:00 PM at the following address: Zinkstraat 1, 4823 AD Breda. Our location is closed on weekends and public holidays, and orders cannot be collected during those times.

Although we do everything we can to ship and deliver orders as quickly as possible, it may sometimes happen that a shipment takes longer than expected. This occurs especially during busy periods, such as holidays or peak seasons (Christmas, Black Friday, King’s Day, Easter), when carriers experience higher volumes.

What can you do? 1. Check the tracking information Once your order has been shipped, you will receive a Track & Trace code from the carrier. This allows you to monitor the status of your package yourself.

2. When to contact us If there are no new tracking updates or scans after 5 business days, please contact us via info@promio.nl. Within this timeframe, minor delays with the carrier are normal. After 5 business days, we can start an investigation with the carrier to determine the location of your package. Please note: For international shipments sent with Spring, we can only open a case after 10 days without any movement.

Delays beyond our control Please keep in mind that delays caused by carriers are beyond our control. However, we can guide the process and initiate an investigation to help locate the package or determine the next steps.

Question 2

Optimal Line Thickness for DTF and DTG Printing

Accepted Answer

Why Line Thickness Matters

When preparing designs for textile printing, line thickness (also known as stroke width) is one of the most critical factors for achieving a high-quality result. Whether you use Direct to Film (DTF) or Direct to Garment (DTG), lines that are too thin can cause technical issues or lead to a less professional finish. Below, we explain what to consider to ensure a durable and sharp print.

Why Is the Correct Line Thickness Important? Using a minimum line thickness is not just an aesthetic choice — it is mainly a technical requirement:

Adhesion (DTF) With DTF transfers, an adhesive powder is applied to the ink. If a line is too thin, there is not enough surface area for the adhesive to properly bond to the film and, later, to the fabric. This can cause fine details to lift or peel during pressing or after multiple washes.

Visibility (DTG) With DTG printing, the ink is sprayed directly into the fibers of the garment. Very thin lines can get “absorbed” into the fabric texture, making them appear faint or even disappear against the background color of the garment.

Durability Designs with solid, thicker lines last longer. Thin lines are more vulnerable to wear and tear caused by friction and washing.

Our Guidelines for the Best Results To ensure your design prints perfectly on textiles, we recommend the following:

**M

Question 3

VAT for Print on Demand

Accepted Answer

VAT for Print on Demand

We are a Dutch company, which means Dutch VAT rules apply to all orders placed with us.

Why do you pay VAT? VAT is charged on all our products. This is a statutory tax that we are required to pay to the Dutch tax authorities. VAT is therefore always included in the total price or listed separately on the invoice. For private customers, nothing changes: the price you see includes VAT.

VAT for business customers Are you a business customer based in the Netherlands? ➡️ You will always be charged VAT on your order. In many cases, this VAT can be included in your own VAT return, provided you are VAT-registered.

VAT reverse charge (Belgium and EU) There is an exception for Belgian businesses and other EU companies: Are you ordering as a business from Belgium (or another EU country)? And do you have a valid VAT number? In some cases, VAT can be reverse charged. This means we can invoice the order without Dutch VAT, and you account for the VAT in your own country. 👉 Important: This is only possible if we receive and can verify a valid VAT number before placing a new order. It will then be added to your account.

Important to know

We are required to charge Dutch VAT by default
VAT always applies unless a valid reverse-charge arrangement is in place
For EU businesses (such as Belgium), VAT can be reverse charged with a valid VAT number
If in doubt, always consult your accountant or financial advisor

Question 4

How do I create a brand?

Accepted Answer

After creating an account with Promio and activating the connection to your webshop, you can start creating the brands you want to offer. Products can be organized and offered per brand. When the connection is activated, a “Default” brand is automatically created. You can customize this brand as needed. In the left-hand menu, you will find the option “Brands.” Click on the arrow next to the “Default” brand and select “Manage.”

Brand Settings In the Brand tab, you can:

Upload your company logo
Fill in your contact details

Additional Features The option to upload custom packing slips and labels will be made available soon. Orders placed through the fulfillment solution are always shipped without branding. The name “Promio” will not appear anywhere on the shipment.

Question 5

Pick up

Accepted Answer

Pickup

“Shipped” also means ready for pickup

When the status of your order shows “Shipped”, it means that the item is ready for pickup. In this case, you will not receive tracking information, as the package is not shipped by post. Instead, it will be ready for you at our location.

Pickup is available on business days between 9:00 AM and 5:00 PM at the following address: Zinkstraat 1, 4823 AD Breda.

Our location is closed on weekends and public holidays, and orders cannot be collected during those times.

Question 6

Connecting an Etsy Store

Accepted Answer

Connecting an Etsy Store

With our Etsy plug-in, you can easily integrate your webshop with our fulfillment system. Orders that are placed will be automatically forwarded to Promio. To use this integration, you need to have a registered Promio account. Once you are logged in, click on your account name in the top right corner and select “Integrations” from the menu:

In the integrations menu, you will find the option to connect an Etsy store. Click on the arrow next to Etsy and choose “Connect store”.

Then click “Activate Integration”. You will be redirected to Etsy to activate the connection:

You will be asked to grant Promio permission to access your Etsy store. The agreement explains which parts of your store the integration requires access to. Click “Allow access” to confirm the integration. You will then be redirected back to Promio, after which you can start creating brands and products.

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