We hope you find what you are looking for in our FAQ’s
General Questions
How are you manufacturing the products on your website?
We make use of cutting edge software and technology using 3D Printers to manufacture our products.
What raw materials do you use for the 3D printers?
This is dependent on the end product and its use, for example, if the product needs to be submerged or will be left outdoors in direct sunlight, we would use a PETG filament as this filament does not degrade when exposed to these conditions. If the product needs to have a high heat resistance, we would use a ABS filament. High strength products that might be used for parts for a car would be manufactured with a Carbon Fibre filament. Most of our products are manufactured using PLA or PETG filament. Every product on our website will list the type of filament that was used to manufacture the product.
What type of paint are you using to colour the products?
None. We do not use paint or any other material to colour the products. We print using filaments that already contain the colour. Yes, that is correct, the 3D filaments come in all of those lovely colours straight out of the box!
Do you print the components and glue them together to form the products?
For 99% of our products the answer is “No”. Our printers use the latest technology and print the finished product in single piece. An example of where we might use an epoxy glue is to glue an earring shaft to the plastic 3D printed earring. If a product is assembled or glued or requires assembly this will be stated in the product details for that product.
Is my product really Manufactured to Order?
Most of our products are ‘manufactured to order’, we hold zero stock of these items. With all the possible combinations of size, colour and combinations of colour for multicoloured products it is simply not feasible hold stock of every combination. And of course, to be able to offer the customisation options found on some of our products, we don’t have a crystal ball, and only know what you want when you place the order with us. Manufactured to Order products are clearly flagged on the product detail page for a product as ‘Manufactured to Order’ and/or as a ‘Personalised Product’. Where we do hold stock for a product, the product detail page for a product will clearly flag that the product is a stocked product.
Some products list “Metallic” or “Silk” as an option, what metal or silk is used?
None. All of our products are manufactured from plastic of different types. “Metallics” are a type of plastic that have additives that simply make the plastic appear to be metallic. In 3D printing the filaments with these “Metallic” finishes are sometimes known as “Silks”.
Order Processing Questions
Once I have placed my order, how do I know when it will be despatched?
When you place your order and we are able to successfully place the payment pre-authorisation on your card you will recieve an e-mail from our website confirming that we have received your order. Your order will move through the stages of:
1. Received
– You will receive an e-mail to confirm that we have received your order.
2. On Hold
– No e-mail is sent, log onto your account on our website and check your order status there.
3. Order is now with design and scheduling team
– No e-mail is sent, log onto your account on our website and check your order status there.
4. Order is now scheduled for production
– No e-mail is sent, log onto your account on our website and check your order status there.
5. Order sent to production
– You will receive an e-mail to confirm that your order is now in production and can no longer be cancelled.
6. Processing
– No e-mail is sent, log onto your account on our website and check your order status there.
7. Order has completed production
– No e-mail is sent, log onto your account on our website and check your order status there.
8. Order is despatched
– You will receive an e-mail to confirm that your order has been despatched.
You can of course, also log onto your account on our website at any point in time and check your order status there.
Can I cancel my order?
You may cancel your order at any point before your order is sent to our manufacturing area. Read our “can I cancel my order” page for additional information.
How do I cancel my order?
You may cancel your order at any point before your order is sent to our manufacturing area. Read our “can I cancel my order” page for additional information.
Can I change my order?
You may only change your order before we send the order to our design and scheduling team. To change your order you should e-mail or call our customer support team.
How long will it take to manufacture the items on my order?
This is determined by the following factors:
– The number of total orders we are currently processing
– The number of customisations on your products
– The number of colors you have selected on your products
It could take anywhere between 1 – 3 days from the point we receive your order to the point we despatch your order. Our average turnaround time is 2 days.
If we see your order will take longer than 3 days to despatch we will notify you. You may cancel your order if this is the case.
I would like to speak to someone about my order.
The best option is to send us an e-mail using our Contact Us page or send an e-mail to info@3djoy.co.uk. We are based in the United Kingdom and our office hours are Mon to Fri, 9am – 5pm.
Shipping and Postage
Is shipping and postage included?
Please see our Shipping and Delivery policy for a detailed explanation.
Do you ship to addresses outside of the UK?
Please see our Shipping and Delivery policy for further information on shipping to addresses outside of the United Kingdom.
Will my order fit thru my letterbox?
Single letterbox packages are small enough to fit through a standard UK letterbox. The packing type for a product is shown on the product details page for each product. Multiple or larger items may require the recipient to be in to accept the delivery, this will depend on your local postal service.
Payment Information
When do you take payment?
When you place your order on our website we place a pre-authorisation amount on the card you used to place the order. We only take the payment when your order is sent to our manufacturing area.
Can I cancel my order?
You may cancel your order at any point before your order is sent to our manufacturing area. Read our “can I cancel my order” page for additional information.
Will I receive and invoice for my order?
You can access your invoice by logging onto your account and download the invoice from the account management portal on our website.
I’ve cancelled my order but the refund is still not showing in my bank account.
When you place the order we only place a pre-authorisation for the order amount on your card, when you cancel the order the pre-authorisation is automatically cancelled by our systems. Unfortunately, some customers banks can take up to 14 days to process the cancellation of this pre-authorisation. If after 14 days the refund is still not showing in your account please contact your bank before contacting us.
If it’s only a pre-authorisation why does my account show a payment?
Due to the way some banks deal with payment pre-authorisations, this can sometimes appear as a payment when viewing your bank account. If dealt with correctly, it should show as status “pending” and when we take the actual payment the status should be shown as “Completed”
Are my card details safe?
We do not keep your card details on our system and these are never visible to us or any of our staff at any point during the order process or thereafter. Our payment processor (Stripe) hold these details and Stripe complies with strict data protection standards, including the Payment Card Industry Data Security Standard (PCI DSS), which governs cardholder information handling. As a PCI Level 1 Service Provider, Stripe demonstrates top-tier commitment to safeguarding customer data.
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