FAQ
Welcome to the Incotta FAQ page. Here you'll find answers to the most common questions about our custom artwork, exclusive personalized designs, ordering process, production, shipping, returns, and more. Whether you're creating a one-of-a-kind piece from your own photo or personalizing one of our exclusive designs, we're here to help make your experience as smooth and enjoyable as possible.
Pre-Purchase FAQs
Are your products really one of a kind?
Yes. Every piece is created exclusively for its owner. Whether you choose a custom artwork made from your own photo or one of our exclusive 1-of-1 designs, each order is individually crafted using the photos, text, personalization details, and approved design changes you provide. Because every piece is made to order and personalized for you, no two artworks are ever exactly the same.
Can I request a custom design?
Absolutely. We specialize in both fully custom artwork and exclusive gallery-quality designs that can be personalized for you. Whether you want us to create artwork from your own photo or add a name, date, message, or other custom details to one of our exclusive designs, simply use the personalization and design upload fields on the product page. You may also include any special instructions, and we'll incorporate them whenever possible.
How do I place a custom order?
Simply visit your chosen product page and use the personalization fields to upload your photos or reference files, add any names, dates, messages, or special instructions, then complete your checkout. Our design team will review your request, prepare your artwork if needed, and contact you by email if any clarification or design approval is required before production begins.
What kind of materials do you use?
We use premium, retail-quality materials selected for durability, comfort, and vibrant print results. Depending on the product, this includes high-quality cotton and cotton blend fabrics, sturdy canvas, durable ceramics, polyester textiles, and other carefully chosen materials sourced through our trusted production partners. Each product page lists the specific materials used for that item.
Will I receive a design proof before printing?
Yes. If your order includes custom artwork, a customer photo, custom text, or personalized design changes, our design team will prepare a digital proof and email it to you for review. Production begins only after we receive your approval.
Production & Delivery FAQs
How long does production take?
Most orders are produced within 2 to 5 business days. For orders that include custom artwork, customer photos, custom text, or personalized design changes, production begins only after you approve your digital design proof.
How long will it take to receive my order?
Most orders are produced within 2 to 5 business days before shipping. For orders that include custom artwork, customer photos, custom text, or personalized design changes, this production time begins after you approve your digital design proof.
Estimated shipping times are:
- Domestic Orders (US, Canada, UK, and most of Europe): 3 to 7 business days
- International Orders: 7 to 14 business days, depending on the destination and local carrier
Do you offer international shipping?
Yes. We ship to most countries worldwide. To provide faster delivery and reduce our environmental impact, your order is produced and fulfilled at the production facility closest to your delivery address whenever possible.
If you're unsure whether we ship to your location or have any shipping-related questions, please feel free to contact us before placing your order. We're always happy to help.
Will I get tracking details for my order?
Yes. Once your order has been produced, shipped, and scanned by the carrier, you'll receive a shipping confirmation email with your tracking number and a link to track your package. If you don't receive your tracking email or have any questions about your shipment, please feel free to contact us.
Returns, Refunds & Order Issues
Can I cancel or change my order?
If production hasn't started, we'll do our best to accommodate your request. However, once production begins, or you've approved your digital design proof, your order can no longer be cancelled or modified. If you need to make a change, please contact us as soon as possible after placing your order.
Can I return or exchange my item?
Because every product is uniquely custom-made and manufactured entirely to your specific requirements, sales become final once you approve the design mockup or place a personalized gallery order. Consequently, we cannot accept general returns or exchanges for a change of mind.
What if my item arrives damaged or incorrect?
If your order arrives damaged, defective, or differs from your approved design proof due to a manufacturing or printing error, we'll gladly arrange a replacement at no additional cost.
Please contact us within 30 days of delivery and include your order number along with clear photos showing the issue. Our team will review your request promptly and work to resolve it as quickly as possible.
What if I entered the wrong shipping address?
Please contact us immediately if you notice an incorrect shipping address. If your order hasn't entered production or shipped, we'll do our best to update it. Once an order has been dispatched, we're unable to change the delivery address.
What if I made a mistake in my personalization details?
Please contact us as soon as possible if you've entered incorrect names, dates, photos, or custom text. We'll gladly update your order if production hasn't started. Once production begins, we can't guarantee that changes can be made.
What if my package is lost in transit?
If your tracking information hasn't updated for an extended period or your package appears to be lost, please contact us. We'll work with the shipping carrier to investigate the shipment and help resolve the issue as quickly as possible.
What if my package is marked as delivered but I haven't received it?
Please first check around your property, with household members, neighbors, or your building's reception desk. If you still can't locate your package, contact us and we'll help you work with the shipping carrier to investigate the delivery.
Can I refuse delivery and receive a refund?
Because every order is produced specifically for you, refused or unclaimed deliveries aren't eligible for a refund. If a package is returned to us, we'll review the situation and discuss the available options with you.
What if my product looks slightly different from the preview?
Small differences in color, placement, or scale may occur due to differences between digital displays and the printing process. These minor variations are normal and aren't considered manufacturing defects.
Artwork & Personalization FAQs
How are the custom layouts created?
Every custom layout is individually prepared by our design team using a combination of professional design software, advanced creative tools, and your submitted photos, text, and personalization requests. Each design is carefully refined for your chosen product before a digital proof is sent for your approval, ensuring the final printed artwork matches your expectations.
Who owns the rights to the custom design?
You retain ownership of the photos, text, and other original content you provide for personalization. We use these materials solely to create and fulfill your order and will never use your personal content for marketing or public display without your explicit written consent.
All intellectual property rights to Incotta's original artwork, exclusive designs, and creative elements remain the property of Incotta. Personalization of an Incotta design does not transfer ownership or reproduction rights to the underlying artwork.
Can I upload any photo or image for customization?
You may upload photos and other content that you own or have permission to use. We cannot reproduce copyrighted, trademarked, or otherwise protected material without authorization, and we reserve the right to decline requests that violate intellectual property rights or applicable laws.
What type of photo should I upload?
For the best results, upload the highest-resolution image available. Well-lit, sharp photos produce the best print quality. If we believe your uploaded image isn't suitable for printing, we'll contact you before production begins.
Can I order more than one copy of my personalized design?
Yes. Personalized designs created from your own photos can usually be ordered in multiple quantities. However, some Incotta exclusive limited-edition artworks may have quantity restrictions as described on the product page.
Can I reproduce or sell my personalized artwork?
Personalized artwork created using your own photos is intended for personal use unless otherwise agreed in writing. Incotta's original artwork and exclusive designs remain protected by copyright and may not be reproduced, redistributed, or used commercially without permission.
Will the printed colors match what I see on my screen?
We work hard to produce vibrant, accurate prints. However, slight color variations may occur due to differences in monitor settings, device displays, and the printing process. These minor variations are normal and are not considered defects.
Need More Help?
Can't find the answer you're looking for? Contact our support team info@incotta.com and we'll be happy to assist you before or after your purchase.