Do you offer artwork, editing or design services?
Yes, we offer any design services but need extra charges.

How do I proceed to pay for my order?
For online orders, you can pay via online bank transfer (instant transfer). Please make sure to upload the receipt in the designated upload column before placing your order. Note that for cheque payment, we will wait until the cheque is cleared and deposited into our bank account before proceeding with your order.

Can I pay upon collection of my order?
No, all payment have to be cleared before we proceed with your order.

What is your company account number?
Our company name is Kyocut Solutions, and our Maybank account number is 568603082788.Please note that some banks may not accept symbols, so you may change “&” to “N” when making your payment.

I accidentally overpaid your bank account can I get a refund?
If you overpaid or made a mistaken transaction, we will return the balance to your account. Deposits can only be used for online purchases and we do not offer cash refunds or online transfers back to your bank account. Please note that Kyocut will not entertain any refund requests once payment has been deposited.

Can I cancel or change my order? (No refund or return after payment)
No, we do not allow cancellations, refunds, or exchanges of products once payment has been accepted. Customers must double-check their orders before placing them, as artwork cannot be changed after the order is placed, and the order is already arranged to be printed. Kyocut will not entertain any cancellations, refunds, or exchanges due to a customer’s change of mind.

We will only accept cancellation requests if
– File doesn’t met requirement/artwork problem and you cannot resend the printable artwork and you request to cancel
– After you place the order but the order hasn’t been processed yet For all cancelled orders, the money can only be returned to the website funds can be used for the next order, and cannot be refunded to the bank account.
-The order item has gone out of stock.

We will only accept return requests if
– We delivered the wrong products to the customer due to our mistakes, you may return to exchange or we will assist to provide solution, refund is non permitted. Notes: Please take note that we are not responsible for any damage caused during delivery as we will make sure the package is wrapped nicely and securely to avoid any damages.

We will NOT accept return requests if
– Printing outcome not perfect, got lines, colour drops, dirt, stained with ink, etc
– Finishing outcome is not perfect, most of the finishing is cut and glued by hand, like joining, and cutting all will not be perfect, so cannot be 100% perfect.

What file format should I use to save my artwork?
PNG/PDF (in actual size) CMYK Colour mode, for Die cut sticker product only, please ready your artwork in .Ai format with die cut line. Please noted that we prefer PNG/PDF file formats in CMYK colour mode, we are NOT responsible for any loss or damage of images or artwork that occurs in conversions from any other file formats to PNG file formats.

Can we reject and request a refund or reprint if the colors don’t match the original artwork from the screen?
No, the color of the printed product may not be an exact match to the original artwork on your screen. The level of difference will depend on the machine’s ICC, and the outcome may differ by 10% to 50% in color range. Some sensitive color prints may show more variation.

Does Kyocut provide artwork color proof checking services before printing, and can the color of my printed product match 100% of the original color of my artwork?
No, we do not provide color guarantee or artwork color proof checking services. If you wish to achieve the same color as your screen, we cannot ensure that it will be possible. There will be no refunds or rejections for color differences in the finished product. If you require a color proof, you need to order the exact material and machine that you want to order, arrange a color chart, and place an order through our website. After you receive the desired color, you may place a new order within seven days and adjust the same CMYK for the file follow the sample color proof. Please note that even with a color proof sample, we cannot ensure that the repeat order will be 100% the same color as the sample. If you require exact color matching and are not willing to accept any variation, please do not place an order.

Does Kyocut will proof check your artwork before print?
NO. We cannot be held liable for any consequences in the event an artwork error goes undetected. Such as errors of missing font, missing linked file, CMYK over 250%, RGB color / Pantone color, image less than 300dpi, line less than 0.25pts, font less than 8pts, less than 10% different for toning effect as well as grammar mistakes and object missing due to overprint setting.

What file format should I use to save my artwork?
For most products, we accept PNG/PDF files in actual size with CMYK color mode. For products requiring die-cut or white ink, we only accept Ai files. Please ensure that your die-cut line is in a separate layer. If we receive your files in any other format except Ai, we will place your order on hold to avoid mistakes. Additionally, please ensure that your Ai file is complete and that all fonts are outlined and images are embedded. Any overprint settings need to be unticked. Please note that we are not responsible for any loss or damage to images or artwork.

Do you help to proof-check the artwork?
No.Before placing your order, please double-check the artwork and ensure that it meets our requirements and guidelines. Make sure the file is in the actual size or proportionate to the order size. We will not check the file for any problems, such as blurriness, missing fonts, or incorrect size or color mode. If there is a problem with the artwork that cannot be printed, you must resend the artwork that can be printed. If you cannot resend the artwork and request to cancel the order, the money can only be returned to the website funds and cannot be refunded to your bank account.

Can all of the orders be ready in 3-7 working days?
While we are committed to timely delivery, we cannot guarantee 100% punctuality due to factors such as weather, emergencies, or the quantity of your order. In some cases, the processing time may be extended. If your order is not ready after the timeframe stated on our website, please contact us via WhatsApp at 019-8890871 to check on the status.

Does Kyocut guarantee all of the printed material sizes will be 100% accurate?
No. Finished goods may not be 100% accurate in actual size. Most materials will have a difference of 1 inch to 2 inches for every 10 feet due to different types of finishing and material sizes. For fabric products, after printing, the fabric must be dried using a heater machine, which may result in variation in the size of each print. On average, there may be a difference of 2 inches to 5 inches for every 10 feet, so we cannot guarantee the size.

What units of measurement should I prepare for the printing order?
We prefer sizes in inches. Our website has a size converter for your convenience.

What are the cut-off times for urgent and normal orders?
Our cut-off time for normal 3 working day and urgent next working day orders is 10 pm. For same-day orders, the cut-off time is before 10 pm sharp. For Saturday, all orders are cut off before 2.30 pm.

What should I do if the place order button is not responding?
Please go to “My Account” > “Edit Account” https://kyocut.com/my-account/edit_account, fill in all details, and make sure to key in the postal code with a space, then save changes.

What should I do if I’m unable to upload a file or add an item to the cart and it redirects me to the homepage?
If your file size is large, please upload a small size dummy file to place the order first. Then, please send your artwork to [email protected], rename the file with size + quantity, and include the order number in the email.

Can I request a special finishing or special requirement for my orders?
Yes, before placing the order, please WhatsApp 013-8880871 to request a new quotation based on your enquiry. We will try our best to assist you.

Can I place an order through email or by walking in?
No, we only accept online orders. For custom orders, please WhatsApp 0138880871