White label: your brand on the parcel

Where do I set up my branding?

You fill in your branding for the first time in the Branding step of the application wizard. After that you change everything in the Branding tab of your dashboard.

1. 1

   Open the tab

   In your dashboard, go to Branding.

2. 2

   Enter your brand name

   Under Name on the parcel, type the name of your store or brand.

3. 3

   Add your logo

   Under Logo (optional), click Upload logo and choose your file.

4. 4

   Write a packing slip note

   Optionally fill in Packing slip note (optional), up to 500 characters.

5. 5

   Enter your return address

   Under Return address, enter a name, optionally a company, and the full address.

6. 6

   Check and save

   Check on the right under Preview how your sender block looks and click Save. The change applies to orders submitted after that.

Which name do I put on the parcel?

The Name on the parcel appears as the sender on your customer’s parcel and packing slip. It is the first thing your customer sees of you when the courier rings the bell.

• Use the name your customer buys from, so your store or brand name, not your company’s legal name if that is different.
• Keep it short and recognisable. The field allows up to 80 characters, but a short name fits labels better.
• Selling under several brands? One account has one brand name. Contact us if you want to serve several brands.

Why do I need a return address?

We use the Return address as the sender address. If a parcel cannot be delivered, or your customer sends something back, it ends up there: with you, not with us.

• Fill in the full address: name or company, street and house number, postcode, city and country. We cannot use an incomplete address.
• Use an address where you can actually receive parcels, for example your business address or a returns service.
• In the wizard you can leave Same as billing address ticked if you want to receive returns at your billing address.

What do I write on the packing slip?

With Packing slip note (optional) you give your customer a personal message. You have up to 500 characters. A few ideas:

• Say thank you: "Thank you for ordering from Studio North! We hope you enjoy it for years to come."
• Customer service: where your customer can go with questions, for example your email address or website.
• Care: a short tip, such as "Hang your poster out of direct sunlight for the best colours."
• Next purchase: a discount code for a next order in your store.
• Social media: ask your customer to share a photo with your account name or hashtag.

How do I add my logo?

Your logo appears on the packing slip where the production location supports it. Upload it with Upload logo in the Branding step or tab. You can use png, jpg, webp or pdf.

What does your end customer see, and what not?

Because we do not email your customer, tracking reaches them through your store or your own systems.

• Shopify: we mark your order lines as fulfilled with tracking, and Shopify sends its shipping confirmation to your customer (if that notification is switched on). See Connect Shopify.
• WooCommerce: we add a customer note with the carrier and tracking code to the order. See Connect WooCommerce.
• Etsy: we mark the order as shipped with the tracking code. See Connect Etsy.
• API: you receive the webhook event order.shipped with the tracking code and link, and inform your customer yourself. See Webhooks.

How do we handle returns and complaints?

Your customer is your customer: they contact you, not us. Behind the scenes we help you when something has gone wrong in production or transport.

1. 1

   Collect evidence

   Ask your customer for photos of the product, the error or the damage, and of the packaging.

2. 2

   Get in touch

   Send us the Printen.eu order number, the photos and a short description via contact.

3. 3

   We sort it out

   For a production error or transport damage we remake the product and send it to your customer, again under your brand.

What are the limits of white label?

We do everything we can to make your brand visible and leave ours out. Still, not everything is up to us. Honestly, this is what you can expect.

• Our own packing slips always show your brand and return address, never Printen.eu and never prices.
• Our production partners ship in your name where possible. For some products, the sender or return address on the shipping label can depend on the production location.
• Your logo appears on the packing slip where the production location supports it.
• The carrier (for example the parcel service) puts its own name and logo on the label and in its own tracking messages.
• Your branding applies to your whole account: all your orders get the same name, return address, packing slip note and logo.