FAQ


1. I placed an order but didn’t receive an order confirmation.

Customers should receive an order confirmation upon placing their order. If you have not received an email confirmation, first check your junk/spam folder. If the confirmation email is still missing, it is possible your email was entered incorrectly at checkout — email us at hello@theformmaker.com so we can locate your confirmation and forward it to the correct address.

2. How long does it take to receive my order?

All of our designs are made here in our Shanghai studio and production facility. Unless otherwise noted, each order takes our team approximately 5 days to prepare, pack, and ship. Please note lead-time may vary depending on current order volume, your geographic location and the method of shipping. When your order ships, you will receive an email confirmation with shipping and tracking details.

We will be shipping with standard airmail via CHINA POST for purchases under $50 USD, which generally takes within 4 WEEKS to arrive to international destinations. However due to the customs of each country, it may take 6-8 WEEKS to arrive in certain cases. For faster delivery, you can choose to upgrade shipping to EMS EXPRESS.

We offer complimentary shipping upgrade to EMS EXPRESS when you purchases over $50 USD in one transaction, and your order is expected to arrive within 10 WORKING DAYS worldwide.

3. Can I change/cancel/add to my order after it is placed?

If you’d like to make a change to your order, please email us at hello@theformmaker.com within 24 hours placing the order. We can make the changes as long as the package has not left our facility. Unfortunately, we cannot reroute a package once it has shipped.

4. Do you offer gift-wrapping?

Yes! Every order comes wrapped and ready for giving, but feel free to let us know if you are ordering something as a gift. We can ship the package to the recipient’s address and include a customised message at your request.

5. How do you achieve textured surfaces on phone cases?

With FORM MAKER's prints we have decided to work with inkjet Ultraviolet technology to realise our designs. UV printing provided us with opportunity to experiment with texture like no other techniques can offer. Each case goes under careful and lengthy ink layering process of 12-20 coatings until the desired texture is achieved. Therefore, this process is impractical for brands that seek mass production or cost efficiency, but we believe this is meaningful to us to complete each design individually for the unique result.

6. Why does the printing look different to other products on the market?

Our process is different to the method often seen on other products, usually sublimation or screen printing that either produces a lot of heat, uses toxic chemicals or large amount of water. We wanted to use UV printing for its available environmentally friendly ink options and low emission LED technology. Some customer had asked us why the images we produce are not as sharp as the others. This is because of the inkjet process which works like digital spray painting, each piece are carefully sprayed to receive its layered texture, the edges have a light speckled effect instead of a crisp clean line.

7. Can I return or exchange an item I purchased?

Form Maker products are individually made therefore there will always be variations between pieces. We accept returns from domestic orders only, if unhappy with your purchase, you can email us with your return request at hello@theformmaker.com within 7 days of receiving your order.

Please understand that we are unable to accept returns on international orders, as we can not reimburse international shipping costs and custom clearance can take up to 8 weeks to return to us with duties implied.

8. Can I buy your products in store?

Absolutely! We have a growing number of stockists in Shanghai, Hong Kong, and Singapore. Check out the details here.

9. Can you customise a design for me?

Due to time constraints and volume, we do not offer customisation at this time. We love to hear your input and ideas, however altering design elements or producing for a different device is not always possible.

10. Can I carry your designs in my retail shop?

Yes, we do accept wholesale accounts. Please email us with inquiries at hello@theformmaker.com