FREQUENTLY ASKED QUESTIONS
No matter your query, at Sapien Creations we care about making sure you find the answers quickly and easily. Take a look at our handy FAQs below. If you don’t find what you need, contact us today.
- How many designs can I submit?
- What do I pay to set up a design campaign?
- I submitted a design but cannot see it. Have you lost it?
- I'm not located in a country you ship to. Can I still submit a design?
- Can you help me troubleshoot the design tool?
- I've placed my print on the front, but the print is not loading on the back. What can I do?
- I have a seamless print file but I cannot seem to find a tile function?
- My profile is not appearing on the Designers page! What's happening?!
- How do I cancel or change my order of a customized product?
- Are you offering all over printing for apparel?
- What happens when my campaign is unsuccessful?
- Can you help me with production if I don’t want to go through the crowdfunding process?
- Can I sell more than one item in a campaign?
- Can I cancel or edit an ongoing campaign?
- What if I want to re-launch a previous successful campaign?
- Is 1 campaign = 1 product?
- Does the design campaign need to happen first in order for the single product orders to become available?
- Will my campaign not get produced if I do not hit my goal?
- How long should I set my campaign end date for? What is a recommended time frame?
- What is the lead time for production and for buyers to receive their purchases?
Refunds & Returns
How many designs can I submit?
As many as you want! There are no limits on creativity here.
What do I pay to set up a design campaign?
Absolutely nothing! It is 100% free to create and sell your items on Sapien Creations.
I submitted a design but I cannot see it! Have you lost it?
I'm not located in a country you ship to. Can I still submit a design?
Please do! You will have to find fans based in countries we ship to, but if you're up for the challenge we would love to have you onboard!
Can you help me troubleshoot the design tool?
Definitely. We don't want to stand between you and your creations. E-mail us at email@example.com and we'll get back to you as soon as we can.
I've placed my print on the front, but the print is not loading on the back. What can I do?
Just change any of the values on your tiling options and the print should automagically appear!
I have a seamless print file but I cannot seem to find a tile function?
Click “Upload Print”, “Browse File” and once you select your file, you’ll be offered a list of options of how to present it on your product.
My profile is not appearing on the Designers page! What's happening?!
Easy fix. Please head over to your Account and ensure you have completed your Designer Profile, including a picture and a little bio about yourself and your art. If your profile is still not appearing, please drop us a note on firstname.lastname@example.org and we'll look into it for you.
How do I cancel or change my order of a customized product?
Your product goes into production within 2 days of placing your order. Please contact email@example.com immediately and we will somersault over cattle to help you. Unfortunately, once production has begun, we cannot accept any changes or cancellations.
Are you offering all over printing for apparel?
This is exactly what we are best at! On top of that, you can also use our design tool for graphic and slogan prints.
What happens when my campaign is unsuccessful?
We don't charge your buyers and we don’t make the item if you don’t hit the minimum order of 5 pieces. But fret not, you can order them yourself if you really want to see them made!
Can you help me with production if I don’t want to go through the crowdfunding process?
FO SHO. That's what Customize Your Own and Launchpad are for. Customize Your Own lets you order any amount of a design, simply make payment and we'll get it made for you. Launchpad takes your business to the next level and lets you design pieces from scratch. Check it out here.
Can I sell more than one item in a campaign?
Nope, one item per campaign please! We recommend spacing your campaigns out so that you can turn your fans into repeat customers. Alternatively, if you are launching a collection, make sure you let your customers know about all the available items!
Can I cancel or edit an ongoing campaign?
You sure can. Just drop us a note on firstname.lastname@example.org with the changes you’d like to see or let us know if you’d like to cancel your campaign.
What if I want to re-launch a previous successful campaign?
At this point the only way to re-stock your design is to set up a new campaign. We will be introducing a feature to make campaign re-launching much easier in the coming months.
Is 1 campaign = 1 product?
That is correct. We will be building features into our design tool over the coming months to make it easier to set up multiple products with the same print, so stay tuned! If you have ideas, we’d also love to hear them – please do send them over to email@example.com.
Does the design campaign need to happen first in order for the single product orders to become available?
Not at all. If you’d like to create a single product, you can use the Customize for Myself option to design and purchase your personalised product immediately.
Will my campaign not get produced if I do not hit my goal?
Your goal is a personal target for sales to help you with your marketing planning. All campaigns that sell at least 5 pieces will be produced.
How long should I set my campaign end date for? What is a recommended time frame?
We recommend anywhere from 2-4 weeks for design campaigns. This is a happy middle that offers you enough time to find buyers for your campaign, while not leaving your eagerly anticipating early buyers waiting too long for their products. You CAN make everyone happy!
What is the lead time for production and for buyers to receive their purchases?
Our production lead time is currently 3-4 weeks to shipping. This time starts as soon as you purchase via “Customize for Myself” or from the campaign end date for design campaigns.
How is payment made?
Payment is made via Paypal. Please ensure that you have filled in this information in the Billing Agreements section of your account. Please note that all payments to sellers via Paypal incur a processing fee from Paypal.
When do I get paid?
You can get your campaign’s profits within 7 days after your successful campaign ends.
Who designs Sapien Creations clothing?
You do! As the creative marketplace for artist-designed clothing, all Sapien Creations designs originate from a global network of designers that form our community (affectionately known as, "The Mob").
What goes into making Sapien Creations apparel?
We consider the art of our designers to be precious cargo, so we go to great lengths to represent it well. Our ethos when picking our base products are two-fold: It has to look good and feel good. We employ modern cuts and pay close attention to the little details so you'll be proud to flaunt your latest Sapien Creations piece. We use only premium fabrics that are soft to touch and ultra comfy.
I'm not sure what size I need?
Check out our handy sizing guide for the perfect fit.
When is my order coming?
We craft every product to order. As such, it takes approximately 4-6 weeks from purchase of your individual customization, or from the end of a designer campaign, to receive your order. We will keep you informed every step of the way.
How do I cancel or change my order from a design campaign?
We will happily refund or amend your order before the end of a campaign. Unfortunately, as our designers rely on us, we are unable to make changes to your order once a campaign has ended. Please contact firstname.lastname@example.org and we will try our best to assist you within 48 hours.
Oh no! I put the wrong information in, can I change it?
Not a problem, we all do it. We can easily change or cancel any order that hasn’t been processed for shipping. If it has been processed for shipping, we will put you in contact with our carriers who will be delighted to help straighten things out. Write in to email@example.com for help.
Where is my order status shown?
View the status of your order at any time in ‘My Orders’ in your account. Don’t worry, you’ll always be in the loop with updates every step of the way.
Is my payment secure?
We use Stripe exclusively for payment. They are industry leaders in protecting secure financial information. Sapien Creations does not store any of your credit card information, and always operates in accordance with strict regulations and procedures.
Where do you ship to and how long does it take?Please refer to our handy shipping table below for a list of countries we ship to and shipping times. We will be expanding this list and adding Express options soon too!
|Destination||Shipping Cost||Shipping Time|
|Hong Kong||$5.90||2-4 days|
|S. Korea||$7.90||7-10 days|
|New Zealand||$9.90||5-12 days|
Where is my shipment?
You'll receive a tracking ID once your purchase is shipped and on its way to you.
REFUNDS & RETURNS
I'm not happy with my item! What can I do?
If you have any issues with your product, please send pictures to firstname.lastname@example.org within 30 days of receiving your order. In the event a replacement is not available, we will issue you a full refund.
I want a refund. Who do I contact?
Your happiness is the most important thing to us. To request a full refund please contact email@example.com within 30 days of receiving your order. We appreciate the second chance!
When will I get my refund?
We will process your refund via the same means you made payment, within 24 hours of approving your request. It may take 7-10 days to appear back in your account due to your bank's processing times.