These guidelines describe what a good store looks like on this marketplace. They sit beside the Seller terms, which are the rules; this page is the practice. Response times below are targets to aim for, not promises the marketplace makes on your behalf.
Listings
- Say exactly what the product is: material, size, print method, what can be personalised and what cannot.
- Use your own photos of real products, and show the product from more than one side. Samples of personalised work should say they are samples.
- Keep specifications accurate. If a mug is dishwasher safe only up to a point, say so.
- Show options and prices clearly, including any extra charge for a finish or a proof.
Processing and shipping
- Set a processing time you can keep. Buyers see it on the product page.
- Set shipping rates that cover the real cost, per country or zone.
- Add a tracking number when you ship, so the buyer sees it on the order.
Messages
Answer buyers from the order thread. Aim to reply within one working day; slow answers are the most common reason a small problem turns into a dispute.
Proofs
If you offer a proof, send it promptly and make the changes the buyer asks for. Do not start production on a line that is waiting for approval. See Proofs and approvals.
Intellectual property
- Print only artwork you own or hold a licence for, and respect the terms of any design licence; see Design licences.
- No third-party logos, characters, brand names or likenesses without permission.
- Take a report seriously: reply from the design page and explain your rights.
When there is a dispute
A buyer can open one dispute on a shipped order. You can respond with your side and evidence, and the marketplace team decides: a full refund, a part refund or no refund. While a dispute is open, the amount in question is held back from your available balance. See Returns and refunds.
What can get a store suspended
- Repeated upheld infringement reports.
- Listing counterfeit goods or stolen artwork.
- Taking orders and not shipping them.
- Giving false information about your store, your products or your location.
Questions about selling? Start at Sell with us or the FAQ.