Most print problems start with the file, not the printer. A photo that looks fine on a phone can be a compressed copy of a copy; a logo pulled off a website can be 200 pixels wide with a white box around it. This guide covers what to upload, how to check it in thirty seconds, and what happens after you press the button.
Which files work
The upload box on every personalised product accepts PNG, JPEG and SVG. The size limit depends on the product (it is written under the upload box; most allow 10 to 15 MB, the glass allows 5 MB). In practice:
- Photos: JPEG is fine. That is what your phone makes.
- Logos: PNG with a transparent background, or SVG if you have one. A JPEG logo always comes with a white box around it, because JPEG cannot store transparency.
- Screenshots: avoid. A screenshot is the size of your screen, not the size of the original, and it prints soft.
- PDF, Word, HEIC: not accepted by the box. Export to PNG or JPEG first; iPhones can be set to save photos as JPEG in Settings → Camera → Formats → Most Compatible.
How big is big enough
For a photo product, 1,500 pixels on the longest side prints cleanly on a mug or a magnet; 2,000 or more is better for a mouse pad, which is bigger. Any original phone photo is 3,000 to 4,000 pixels. The thirty-second check: open the photo, zoom in on a face; if it turns blocky quickly, it is a compressed copy. Ask whoever took it for the original.
For a logo, pixel count matters less than cleanliness. A logo 800 pixels wide with crisp edges prints better than a 3,000-pixel photograph of a business card.
Transparent backgrounds, explained once
A logo with a transparent background prints only the logo; the product's colour shows through around it. A logo on a white box prints the white box too, which on a black apron or a clear acrylic sign looks like a sticker. If your designer sent files, the one called "transparent" or ending in .png with a chequerboard behind it in preview is the one to upload. If all you have is a white-box JPEG, upload it anyway and say so in the note; simple logos can usually be cut out by hand before printing.
What happens when you press upload
The file goes straight to secure storage and a small thumbnail appears in the box so you can see it took. The Add to basket button says "Finishing upload…" for a few seconds on a large file and then goes back to normal; if the upload fails (a poor connection, a file over the limit), the button tells you and nothing is added to the basket until it works. The link to your file travels with the order line, so it arrives with your name, wording and colour choices and cannot be separated from them. If you change your mind, upload again; the last file wins.
The note box
Under the upload there is an optional note. Use it for anything the fields cannot say: "logo on the chest, name underneath", "crop out the person on the left", "match the green in the logo". We read every note before printing. What the note cannot do is replace the wording field: text you want printed goes in the text box, so it is checked and shown on the order.
Before you press Add to basket
- Original file, not a screenshot or a forwarded copy.
- Logo: PNG with transparent background if you have it.
- Photo: landscape or square for mugs, faces large, plain background.
- Thumbnail visible in the upload box.
- Wording typed in the text field, spelled the way you want it printed.
We check every file before it is printed and email if something will not reproduce well; that is the last safety net, not the first. Everything is printed to order in Cheshire, usually dispatched within one to three working days, with free UK delivery. For photo choice in more depth, read which photos print well on a mug; for lettering, the font guide.
Frequently asked questions
What file type should I upload for a logo?
A PNG with a transparent background, or an SVG. A JPEG logo prints with a white box around it because JPEG cannot store transparency.
How many pixels does a photo need to print well?
At least 1,500 on the long edge for a mug or magnet, 2,000 or more for a mouse pad. Original phone photos are 3,000 to 4,000; screenshots and forwarded copies are much smaller.
Can I add to basket while the photo is still uploading?
The button waits for the upload to finish and tells you if it failed, so a line cannot be added without the file. The file link travels with the order together with your wording.
