Frequently Asked Questions

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:

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!
Unfortunately, even if you have a Monu account, you will need to create an additional account to use the print shop. This is because the print shop part of the website has additional functions and processes that are not part of Monu's main system.

Can I create a card using my smartphone?
The print shop website works on all the latest devices including Android, iOS (Apple) and Windows Phone 8. Creating a card may not be as easy using a handheld device as it would be using a desktop or laptop computer. We are working on improving the user experience for creating a card on all devices.

What is a personalised product?
A personalised product gives you the opportunity to populate an existing template with your own choice of image, and details.

Does it matter what type of file I upload?
You can upload a variety of file types including JPEG, PNG and GIF. However, the system will not accept document files such as Microsoft Word. We recommend using JPEG.

Is there a maximum file size I can upload?
Yes. 16Mb.

My file is taking a long time to upload. Is this normal?
Your upload time will depend on the size of your file and the speed of your internet connection. As home broadband upload speeds are generally a quarter of the download speed, slower broadband speeds could mean a wait of a few minutes for a single image to be uploaded.

The image I've uploaded is not as sharp as I'd like it to be. Why is this?
The quality of the final printed image is dependent on the resolution of your image. To achieve a good quality print, it's recommended you have a final image resolution of 300 pixels per inch (ppi).

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?
When at the shopping basket, you can click the thumbnail of the product to view an enlarged preview of the first page. If you wish to view more then than first page then you will have to choose to edit the product to load the product back in to the editor. To edit the product from the shopping basket, click the blue 'Edit' button to the left of the product. To return back to the shopping basket, just click the shopping basket link at the very top of the page.

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?
Any web page that takes credit card information should be secure and the usual identification for this is the use of an https protocol for which your web browser software will normally draw a padlock symbol.

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.

Secure checkout image

You can check this out for yourself if you wish, by doing the following:
When at step 5 of the checkout and seeing the page headed 'Enter Card Details', right-click the mouse on the form and select 'Open frame in new Window' or 'Open frame in new Tab'. This will open the full secure SagePay webpage in a new window or tab where you will see the https protocol being used.

This method has been audited by Trustwave and approved by SagePay.

How much will it cost to have my product(s) delivered?
All items are set for UK delivery only and are priced at £4.99 excluding VAT per basket.

How long will it take for my products to be delivered?
We aim to dispatch all orders in 5 working days.

I have other queries. What do I do?
Please take a look at the Terms and Conditions and the Privacy Policy pages – these may hold some of the answers you're looking for.

If not, please contact us and we'll do all we can to help you.


Web Browser Software
This website is best experienced using the latest version of a browser. The site uses the latest HTML5 and requires Javascript to function so please ensure this is not disabled.

Older versions of browser software can cause issues and we recommend updating to the latest versions.

Please see this link for more browser information:

Here are links to where you can find the latest main browser software:

Microsoft Internet Explorer | Mozilla Firefox | Google Chrome | Safari | Opera