FAQ’s

COMMON QUESTIONS

Please browse through our library of most frequently asked questions.

If you cannot find the answer you are looking for, please contact us via email and our team will endeavour to respond to your query as soon as possible.

Products

  • How do I find the product I am looking for?

    Use our in-depth search feature to quickly find the product you are looking for. Just type specific keywords into the search bar and Dinodrops will filter all the products related to your search. Alternatively, browse through our mega-menu to display all of our categories and sub-categories.

  • How do I personalise single greeting cards?

    Single cards can be customised using our Quick Edit feature; select the card you want and click on it for a full description and larger thumbnail. Then choose your size and click PERSONALISE. You will then be brought to another window, here you can fill in the information required to personalise the design. Some designs offer the ability to upload a photo. You can then choose to fill in the inside pages of the card or leave blank to be filled in by hand.

  • How do I personalise products with the designer tool?

    The designer tool offers lots of features for rich customisation. Using the tools down the left side and the tabs across the top – you can edit your designs by adding photos, text, colours, shapes, lines etc. Once you are happy, click on the preview button to see the final creation.
    There is an additional help document if you click on the INFO icon at the bottom of the tool panel.

  • Photo upload?

    Currently we offer a choice of designs whereby you can upload your own photograph for that extra level of personalisation. In the product description, you will see a guide as to which image size will work best e.g. Portrait or Landscape. We cannot be responsible for the resolution of your image, therefore please try to use a photo which is not very small or extremely pixelated.

  • Can I crop, edit and move my photo once its uploaded?

    YES, for single greeting cards you can move the image and increase/decrease the size as necessary. For products which use the designer tool, you can resize, crop, change colour and manipulate the image in many ways to suit your design.

  • Can I choose paper type and envelope options?

    YES, we offer a range of different paper types and envelope options for our card sets, party invitations and wedding stationery.

  • Resolution warning?

    If your images are low resolution, the designer tool will show you a print quality level e.g. low, medium and high. If you personalised your products with low resolution images, Dinodrops cannot be responsible if the print quality is poor.

  • How do I personalise a Calendar?

    Browse through the various designs and choose the calendar you wish to purchase, then please choose the size and type e.g. Wall or Desktop. You can select which Month and Year you want the calendar to start. Personalise the product with the required information. Click through all the 12 months, when you are happy simply add to your basket and complete the order.

  • Bulk personalisation?

    Bulk personalisation feature allows you to select ONE design and personalise it in bulk using a list created in an Excel CSV file. Simply create an Excel document with the list of names and or data and choose the Bulk VDP option. Once you upload the file, the system will input your data and personalise the product you have chosen. This feature is great for corporate cards whereby you want to send wishes to each of your clients but you do not have the time to personalise each card one by one.

  • Can I personalise designs in Arabic?

    Currently we are not able to support this feature, however please watch this space as we aim to bring this to you soon. Shukran!

  • How are the cards printed?

    All of our cards and invitations are printed digitally using high-end professional machines.

  • Do you do postcards?

    Not at the moment, although we do have flat invitations and some flat cards.

  • What colour is the paper you use?

    The paper we use for cards and invitations is white and a warm white.

  • What kind of paper do you use?

    For our single greeting cards, we use a fine-quality 300 gsm card-stock, which is slightly gloss on the outside and matte finish on the inside.
    For our card sets, invitations and wedding stationery we have a selection of matte and shimmer papers selected from the luxury Mohawk and Fedrigoni ranges.

  • What colour are your envelopes?

    Our signature envelopes are white; however, we offer additional colours such as gold, black, silver and pearl for certain products.

  • Are your cards and envelopes recyclable?

    Yes.

  • Can I send flowers with my personalised card?

    YES, we have partnered with the very reputable flowershop.ae to ensure you can send a beautiful bouquet of flowers along with your personalised card.

Payments

  • What payment methods do you accept?

    Dinodrops secures all payments through PayFort – the Middle East’s most trusted online payment gateway. We accept payments online using Visa and MasterCard credit or debit card in AED (or in any other currency).

  • Do you accept PayPal?

    NO, unfortunately we do not currently accept PayPal payments.

  • How long do refunds take?

    Please expect between 2-5 working days to receive a refund, however this could differ depending on your particular bank.

  • Do you accept cash on delivery?

    YES, we support cash on delivery for our paper products sold within the UAE. We do not accept Cash on Delivery for fresh flowers and gift items.

Orders

  • What information do you require for an order?

    As much information about the delivery address as possible, but the most important is a mobile number so we can call the recipient if there is are any difficulties with the delivery location. For overseas locations, please fill in all the required fields on the order form.

  • Do you deliver to PO box numbers?

    NO, our couriers do not deliver to PO Box numbers, we can only make deliveries to a physical location. Providing a local telephone number for the recipient will also greatly help our couriers to ensure a smooth delivery.

  • Can I store my contacts in an address book?

    YES. When you become a registered member of Dinodrops, you can add your recipients to the address book so that you can store them for use next time.

  • Email correspondence?

    Once you have placed an order, you will automatically receive an email from us with all the order details. You will also receive a tracking number from our courier so you can track your shipment once it is ready.

  • Can I check the status of my order?

    YES, you can log in and find all of your orders under your Account dashboard.

  • When will my order be received in the UAE?

    Unless you choose a specific delivery date in the calendar, all orders placed by 12pm UAE time will be despatched for delivery the next day. We cannot fully guarantee orders will be delivered the next day if there is some delay with the courier company, we do however endeavour to offer next day delivery service. Please note that any orders without a correct telephone number or delivery address may encounter problems if the recipient cannot be reached. There are NO deliveries throughout the UAE on Fridays or public holidays. You can use the tracking number we will provide you with to further track your order.

  • Can I select a delivery time for my order?

    YES, once your order has been processed, our couriers will call you to arrange a suitable three-hour delivery window between 9am to 9pm.

  • When will my order be received Middle East and India?

    For shipments within the Middle East (Excl. UAE) and also India – please allow 2-5 working days for your shipment to arrive. Additional delivery charges for these countries will be applied at the checkout.

  • Can I save my order for later?

    YES. If you are not quite ready to complete the full order, you can simply save your creation and come back to finish it at your convenience.

  • Can I cancel my order once it has been placed?

    Unfortunately, not, once you have completed the full transaction we cannot cancel the order. If, however there is a problem with your order then we can look at a refund. Please refer to the refunds section on the delivery information page for further details.

  • I’ve put the wrong address on my order?

    Please email us as soon as possible with the full, correct address so we can try and change this before the shipment leaves our printers.

  • If I send the card back to myself, will I receive a blank envelope?

    YES, we always ensure that we include a spare blank envelope when you have ordered the card back to yourself and not direct to the recipient.

  • What if my order wasn’t delivered?

    We would hope that this is never a question you need to ask, however if for some reason there has been a problem and your order wasn’t received, please contact us immediately and we will do our best to resolve the issue. You can find our contact information by clicking on Contact Us or email dino@dinodrops.com

Dinodrops Account

  • New user registration?

    If you register an account with us, the personal information you provide us will include your contact and delivery details, payment information and information about people you wish us to deliver products. We will not disclose any of your personal data without permission. We will use your information to send you regular email newsletters, keeping you informed of new products and promotions. You can choose to opt out from our mailing list at the bottom of all promotional emails.

  • Can I check-out as a guest for convenience?

    YES, if you are in a hurry, you can quickly ‘check-out as a guest’. However, we recommend registering an account to store previous order history and addresses.

  • Security of my account and password?

    You must not share your User Name and Password with which you register to Dinodrops with anyone else. You are solely responsible for maintaining the confidentiality of your password and or any other identifying information

  • What if I forgot my password?

    If you forget your password, please click on “Forgot Password” link and follow the prompts to reset it again. If you are still having problems, please contact us directly and we will do our best to help.

Privacy Policy

  • Please read our privacy policy

    All credit/debit card details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties. “The website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers’ are encouraged to frequently visit these sections to be updated about changes on the website. Modifications will be effective on the day they are posted.

    Please see here for further details.