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Frequently Asked Questions (FAQ)

Find answers to the most frequently asked questions about our promotional products, branded merchandise and custom solutions for businesses.

About Products and Customization

What types of products do you offer?
We offer a wide range of promotional gifts, corporate merchandise, personalised products and customised solutions for businesses, events, trade shows and marketing campaigns.
Can all products be customised?
Most of our products can be customised with the client's logo or design using different printing and marking techniques, depending on the product and material.
Can samples be requested?
Yes. We can provide physical samples so you can check quality, size and finish before placing your final order.

To request samples, email us at info@promotrader.es or use the "REQUEST A QUOTE" banner.
What customization techniques do you use?
We work with different customization techniques depending on the product and material, including:
  • Screen printing
  • Pad printing
  • Laser engraving
  • Embroidery
  • Digital printing
  • Transfer printing
  • Sublimation
  • UV printing
Can you manufacture custom or exclusive products?
Yes. We offer custom product development and made-to-measure manufacturing, including special projects and large production runs through direct import.

Contact us to discuss your project.
Will I receive a proof before production begins?
Yes. We always send a digital proof of the design for your approval before production begins.
Can I purchase products without customization?
Yes. We also offer products without customization. Samples and small quantities may also be available upon request.
What format should the logo be in?
We recommend vector files in the following formats:
  • AI
  • EPS
  • Vector PDF
We also accept other formats, and our team can help adapt the artwork if necessary.

Orders and Quantities

Is there a minimum order quantity?
Yes. The minimum quantity depends on the product and customization technique. For smaller quantities or samples, please email info@promotrader.es or click the "REQUEST A QUOTE" banner.
Can I order a single unit?
In most cases, we work with minimum production quantities. However, some products may be available in small quantities or as samples. Please contact us to check availability.
Do volume discounts apply?
Yes. We offer tiered pricing based on the quantity ordered and tailor our quotes to suit each project.
Can I combine several products in the same order?
Yes. You can include different products in the same order.
Can I modify an order after confirming it?
It depends on the production status. If the order has not yet entered production, we may be able to make changes. Additional charges may apply.

Delivery Times

How long does it take to deliver a custom order?
Delivery times depend on the product, quantity, customization technique and availability.

Estimated delivery times:
  • Products without customization: 24 to 72 business hours
  • Standard customised products: 8 to 12 business days
  • Special production or direct import: please contact us
Do you offer rush service?
Yes. We offer rush production and shipping options, subject to product availability and production capacity.
When do delivery times start?
Delivery times begin once:
  • The order has been confirmed.
  • Payment has been received.
  • The digital design has been approved.
Can I check the status of my order?
Yes. Our team can provide updates on the production and delivery status of your order.

Shipping and Logistics

Do you ship throughout Spain?
Yes. We ship throughout Spain and to other countries.
Can I ship the order directly to my client?
Yes. We can ship the order to any address you provide, including directly to your client or to an event venue.
How much does shipping cost?
Shipping costs depend on the volume, weight and destination of the order.

Free shipping on orders over €200, excluding printing. For orders under €200, the shipping cost is €10 per package.
Can I specify a different delivery address from the billing address?
Yes. You can specify a delivery address different from the billing address.
What happens if no one is available to receive the order?
The shipping company will attempt another delivery or contact you to arrange a suitable delivery time.

Payments and Billing

What payment methods do you accept?
We accept:
  • Bank transfer
  • Credit or debit card
  • Other payment methods by agreement
Do you issue invoices with VAT?
Yes. All orders include a legal invoice with VAT itemised, or a VAT-exempt invoice where legally applicable.
When do I have to make the payment?
Normally, payment must be made before production begins, unless otherwise agreed under specific commercial terms.
Can I change the billing information?
Yes, provided that the order has not yet been invoiced.

Returns and Cancellations

Can personalised products be returned?
Personalised products cannot be returned, except in cases of manufacturing defects or errors attributable to our company.
What happens if the product arrives defective?
You must contact us within 48 hours of receiving your order. We will review the case and provide the appropriate replacement or solution.
Can I cancel an order?
Yes, provided that production has not yet started.

Design and Consulting

Do you offer advice on choosing the right product?
Yes. Our team can recommend the most suitable product based on your objectives, budget and campaign type.
Is design included in the service?
Yes. We include logo adaptation for the selected product as part of the service. Additional logo design, artwork and layout services are available separately.
Do you handle large orders?
Yes. We specialise in medium and large production runs, including custom projects and direct imports.

Contact us to discuss your project.
Can you match or beat a quote?
In many cases, yes. We will review your proposal and look for the best possible solution to move your project or order forward.

Contact

How can I request information or a quote?
You can contact us through:

Email:
info@promotrader.es

WhatsApp:
Contact us on WhatsApp

Webshop:
shop.promotrader.es

You can also use the "REQUEST A QUOTE" banner on our website or contact us through LinkedIn and other social media channels.

Can't find the answer you're looking for?

Our team is available to help you find the right product and promotional solution for your project.

Request your quote with no obligation.