Shipping, refunds and reprints

How your stickers reach you, and what happens if something is wrong. Read it with the Terms of Service.

1. Collect from us, or we post it

When you order on this website, you choose at checkout: collect from us, free, or have it posted by courier. We are at 9, Jalan Bayu Permai 5, Taman Bayu Permai, 48000 Rawang, Selangor, Malaysia. Our opening hours are on the contact page. If you collect, the pickup address and hours are shown again before you pay and on your order page, and we email you when your stickers are ready. For a WhatsApp order, tell us if you need it posted and we quote the courier charge before you pay.

We post anywhere in Malaysia, including Sabah, Sarawak and Labuan, and to Singapore, and nowhere else. When you choose to have a website order posted, you type the address and we show the delivery charge for each courier that serves it, beside the courier’s name; the one you choose is part of the total you pay. We post to exactly the address you typed, so to change it, message us on WhatsApp before we post. When your parcel goes, we send you the courier’s name and the tracking number.

A parcel to Singapore is an international parcel. Unless the courier you choose says “Import tax included”, Singapore may charge GST or duty when it arrives, and you pay that to the courier or the authorities there, not to us.

Rather collect after all? Message us before we hand the parcel to the courier. We change your order to collection and refund the delivery charge to the way you paid; section 7 says how long a refund takes.

2. How long it takes

Printing starts once payment has arrived and your artwork is clear. Most orders are ready to collect within 5 working days of payment. An order we post takes the courier’s own time on top: usually 2 to 5 working days within Malaysia, or 3 to 7 working days to Singapore, where customs can add more. Any timing we give you is an estimate: artwork questions, courier delays and public holidays all move it.

3. Custom stickers cannot be returned

Every sticker is printed to your own design, so we cannot take it back or resell it. That means no returns or refunds for a change of mind, for ordering the wrong size or quantity, for a spelling mistake in your own artwork, or for deciding you prefer a different material — except where the law says otherwise.

Sections 4 and 5 are where we do put things right.

4. When we reprint or refund

We will reprint or refund when:

• the stickers are faulty — the print is damaged, smudged or peeling;
• we printed the wrong thing — the wrong design, the wrong size, the wrong material, the wrong finish or the wrong cut;
• the cut is badly out, rather than the small tolerance printing always has;
• the count is short — you were sent fewer stickers than you paid for;
• an A3 sheet is missing or spoiled — you were sent fewer sheets than you paid for, or a sheet was damaged before it reached you;
• a sheet does not match the layout you made — a picture missing, printed at the wrong size, or badly out of place;
• your parcel arrives damaged or does not arrive at all; or
• the law otherwise requires it.

5. When we cannot

We cannot reprint or refund for:

• a spelling or layout mistake in the artwork you sent;
• a low-resolution file that printed soft — we ask for about 300 dpi at the sticker’s real size, and the artwork guide explains it;
• a small colour difference between your screen and the printed sticker, which is normal (see the terms, section 5);
• a small variation in cutting or placement within normal tolerance;
• an A3 sheet printed as you laid it out — the pictures, their sizes and places — or the material, finish or number of sheets you chose;
• damage after delivery — weather, scrubbing, peeling them off and back on, or sticking them to a surface they were not made for; or
• choosing the wrong size, quantity, material or finish yourself.

6. Telling us

Tell us within 7 days of collecting or receiving your stickers. Your rights under the Consumer Protection Act 1999 do not end there; telling us early simply lets us put it right faster. Send your order number, a photograph showing the problem, and a line about what is wrong, to hello@coveprint.com or on WhatsApp. We may ask for another photograph, or for the stickers back so we can see what happened.

7. What you get

If the problem is ours, we reprint the affected stickers and send them to you at no cost, including the delivery. Where a reprint does not make sense — you needed them for a date that has passed, or you would rather not — we refund instead, once we have agreed it. A card refund is returned to the card and usually shows within 5 to 7 working days. A payment made by FPX or an e-wallet we return to the account or wallet you paid from where the payment provider allows it, and otherwise by bank transfer to an account you give us; either can take a little longer.

Where only part of an order is affected, we put right the part that is affected.

8. Parcels that do not arrive

If a parcel goes missing in transit, we chase the courier and reprint or refund once it is confirmed lost. If it comes back to us because the address was wrong, nobody was there, or it was not collected in time, we can send it again and the second delivery charge is yours.

9. Cancelling

An order can be cancelled only before we start preparing the artwork for printing, which is a short window after payment. Tell us as soon as you can. After that the stickers are being made for you and cannot be cancelled. The full wording is in the terms, section 8.

10. Cove Printing and the law

Nothing on this page takes away a right you have under the Consumer Protection Act 1999 or the Consumer Protection (Electronic Trade Transaction) Regulations 2024.

This policy and the Terms are in English for now; a Bahasa Malaysia version of each will follow.