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FAQ´s - Incidents

FAQ´s Frequent questions

Issues and errors

An incident with your order? Don't worry. We will solve it for you.

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It is something normal that we already detail before you place your order. This can be due to several factors:
1.- In the manufacturing and curing process of the die there may be temperature changes and the die is not completely uniform in the final measurements, so the engraving may seem displaced.
2.- The positioning of the dice in the engraving process is manual and there may be displacements and off-center between them.

If you find small specks or traces of paint on some dice, don't worry because simply rubbing gently with your finger or with a damp cloth they come off easily. This is due to the manual process of cleaning the dice in which small remains may remain.

If on any side of the dice you find a mist around the engraving, don't worry because simply rubbing gently with a cloth moistened with water or cleaning alcohol is easy to clean. This is due to the laser engraving process of the dice.

During the manufacturing and curing process there may be changes in temperature and the dice change in final measurements, so within the same production there may be dice with different sizes.

In the manufacturing and curing process there may be temperature changes and the dice change in final shades, so within the same production there may be dice with different color tones.

Due to the number of models and colors that we have in stock, it is possible that we confuse some of them.

To do this, fill out the incident form by clicking this link.

When your file gives an error in the format it is possible that your file does not have the allowed format. Our allowed formats are PNG or JPG, in RBG color with a maximum size of 1000x1000 pixels and a weight of up to 2MB.

It is also possible that the name you have in your file is not understood by our customizer. If your file is called for example "Face1.D6.png" when it has 2 points, the correct format is not understood. Use only the period at the end to set the file type .png or .jpg

In summary, name your file with simple names (like Face1.png) with a PNG or JPG format in RGB, with black color and transparent background with a maximum weight of 2MB and 24Kb at least and a maximum resolution of 1000x1000 pixels .

This is because your files are not of sufficient quality.

Our customizer doesn't fix it, so you'll need to upload files that aren't pixelated.

You must have the individual design and file for each sidethat you want to customize.

The ideal format that we recommend is PNG in RGB, with a black color and a transparent background. Our customizer also supports JPG files in RGB.

Files with a maximum size of 2MB and a minimum of 24Kb and a maximum resolution of 1000x1000 pixels.

Remember that not all files are valid for engraving. They cannot be with very fine lines or very small texts. The engraving size is 10-11mm in total. The minimum thickness size will be about 0.5mm.

We recommend simple and clean icon designs with a transparent background. We do not recommend photographs.

In this link you can see the instructions of our customizer.

Your shopping cart will be available 24 hours after you log out of your account. After this time your shopping cart will be emptied automatically.

Due to security reasons operations can be blocked if they comply with certain actions:
- If the accumulated amount per IP in 24 hours exceeds €12,000, the payment will not be allowed.
- If the amount accumulated by card in 24 hours exceeds €12,000, the payment will not be allowed.
- If more than 3 operations are carried out per IP in 24h, that IP will be blocked for 24h.
- If more than 3 failed operations are performed every 30 minutes, that IP will be blocked for 30 min.
- If the issuing country of the card is different from the country where the payment is made, the operation will be blocked.
- If the country of the IP of the connection or the card does not belong to certain countries, the operation will be blocked.

In this case you must make the payment by PayPal o bank transfer.

Don't worry because your order is being reviewed, we are preparing the files for the production process or is it in production queue.

Once this process is finished, it will go into production and you will have your dice ready within the production period you have selected in your order.

If you can't wait to have your dice by the production time you have selected you can change the production time to a faster one. This process will incur additional costs.

When our workshop is very saturated, some production terms will not be available until the pending production orders are finalized.

Normally you can select your production time between 8, 10, 25, 30, 40, 45 or 60 days.

SHIPPING TO SPAIN
If the transport agency cannot deliver the order because your address is incorrect or you were absent from your home at the time of delivery, the package will be returned to the agency's facilities. You can make a new delivery by contacting them directly.

Your package will be available for 15 days at their facilities. If the package cannot be delivered, it is returned. We will contact you to notify you that your order is back at our facilities. The return to our facilities may take between 7/10 days.

We will check with the customer all the data and make a new shipment, which will have to be paid in this case by the customer.


INTERNATIONAL SHIPPING
These orders are returned because the address provided by the customer is incorrect, incomplete, illegible or you were not at home at the time of delivery. To avoid this, check that all the information provided for delivery is correct.

If after the delivery attempt the transport agency cannot locate the customer and the shipment is returned, we will contact you to notify you that your order is back at our facilities. The return to our facilities may take between 2/4 months.

We will check with the customer all the data and make a new shipment, which will have to be paid in this case by the customer.

Due to the number of orders that we send daily, it is possible that some dice remain in our workshop rolling but do not worry because if you are missing any dice or more in your received order, fill in the following form by clicking this link and we will solve it for you.

First of all, contact the delegation in your area and let us know immediately. We will contact the transport agency, regardless of the status of your order to find a quick solution. We will share with you the comments they make about your order.

Shipping via Asendia Swiss Post and PG Asendia continue to operate as normal but due to the pandemic and despite best efforts, sometimes and in certain countries, there are unavoidable restrictions and delays when delivering.

Asendia continues to look for workarounds and mitigate delays where possible.

In this case you should contact the delegation of the courier company since we are only a link between the clients and the courier.

We will contact the courier company to check the actual status of the delivery and request proof of delivery.

Yes, it is normal that the transport agency does not change the status of your order immediately. It may take several days for any change to occur.

This is happening because your account is temporarily restricted or permanently suspended due to the following:
1.- You have canceled an order.
2.- You have requested a refund or multiple refunds.
3.- You have created a dispute in PayPal.
4.- You have reversed the payment through the holder of the credit card and/or bank.

Once your order has been shipped, it will not be possible to change the delivery address.

SHIPMENTS TO SPAIN
If the transport agency is unable to deliver the order because you have entered an incorrect address, the package will be returned to the agency's facilities. You can make a new delivery by contacting them directly. This may cause additional costs.

Your package will be available for 15 days at their facilities. If the package cannot be delivered, it is returned. We will contact you to notify you that your order is back at our facilities. The return to our facilities can take between 7/10 days.

We will check all the data with you and make a new shipment, which will have to be paid for again.


INTERNATIONAL SHIPPING
If the transport agency is unable to deliver the order because you have entered an incorrect address the package will be returned to the agency facilities. You can make a new delivery by contacting them directly. This may cause additional expenses.

If after the delivery attempt the transport agency is unable to locate the customer and the shipment is returned, we will contact you to notify you that your order is back at our facilities. The return to our facilities can take between 2/4 months.

We will check all the data with you and make a new shipment, which will have to be paid for again.

During the manufacturing and curing process there may be changes in temperature and the dice change in final measurements, so within the same production there may be dice with different sizes.

If you have not found an answer to your issue, you can contact us at this link or Well, you can fill out the incident form at this link.