This page aims to provide the answer to the most common Customer Service enquiries. If the FAQ's do not answer your question and you would like help from one of our advisors, please contact our Contact Centre team at:
General enquiries: firstname.lastname@example.org
If you are contacting us about an order you have placed then please have your OrderID number to hand.
I've tried to log in with my normal Monu account, but it won't work!
Can I create a card using my smartphone?
What is a personalised product?
Does it matter what type of file I upload?
Is there a maximum file size I can upload?
My file is taking a long time to upload. Is this normal?
The image I've uploaded is not as sharp as I'd like it to be. Why is this?
Before you upload an image, check what size it is, and know what size you want to reproduce it to. Do you, for example, want to use just a part of your image as your final product?
If a file is to be resized, note that doubling the size halves the resolution. So, for example, to enlarge an A4 image of 300ppi to A3 would mean an increase of 141%, which means the A3 image would no longer be 300ppi but would now be at 213ppi.
Each product on this site that supports adding an image from your uploaded image has a resolution feature to notify you when an image is at maximum size. This is set to 300ppi and serves as a guide to show you how close or far you are from the optimum setting.
So, please note if you zoom past the resolution warning, the image quality will suffer. And the more you zoom in, the more the image will suffer.
Can I preview my product once it's been added to the shopping basket?
Please note: If choosing to edit the product, the order quantity will reset to a single quantity. If you had previously selected a different quantity then you will have to do so again.
I don't see a secure padlock on the checkout page. Is it secure?
The checkout on this site however does not show the https protocol being used and the URL field of the browser software does not show a padlock. Why is this? Well, it's simply because no credit card details are taken by this website, but instead the secure SagePay servers. When you get to stage 5 'Payment Information' of the checkout, the form you see is actually SagePay's secure form just presented through an iframe. All payments details are entered directly in to SagePay's secure web form.
An iframe is a method of allowing another HTML page in to be seen from the current page. This allows us to keep the Monu page styling while utilising the SagePay's secure system. The following image may help to visualise the process.
You can check this out for yourself if you wish, by doing the following:
How much will it cost to have my product(s) delivered?
How long will it take for my products to be delivered?
If not, please contact us and we'll do all we can to help you.
Web Browser Software
Older versions of browser software can cause issues and we recommend updating to the latest versions.
Please see this link for more browser information: http://whatbrowser.org
Here are links to where you can find the latest main browser software: