FAQ
Questions merchants ask us
Can’t find your answer here? Write to us and someone from the workshop will reply.
Getting started
Who is Gravilo for?
For businesses that sell online: Shopify stores today, and any store, marketplace or system through our API. Your customers buy from you; we make and ship the products.
Can I order a single product for myself?
Gravilo only works with businesses. If you’d like one of these products for yourself, buy it from a store that sells it.
Which platforms do you support?
Shopify, through our app, and any other platform through our REST API. More integrations, such as WooCommerce, are planned.
Which languages do you support?
English, Romanian, French, German and Spanish, for you and for your customers: in the app, the personaliser, the catalogue and our emails to you.
Products
What kind of products can I sell?
Laser-cut and engraved pieces in birch plywood and acrylic, such as coasters, keyrings and signs. Each product comes in set sizes and materials, and the catalogue keeps growing.
What can my customers personalise?
Whatever the product allows: text such as names and dates, photos, icons, or choices such as the font. You decide, per product, which fields are open and which stay fixed.
What happens with low-quality photos?
The personaliser checks a photo’s resolution as soon as it’s uploaded and warns your customer if it’s too low, before they order.
Orders and payment
How do I pay for orders?
From a prepaid balance that you top up through Stripe, by card or another method Stripe offers. Turn on auto-recharge and the balance tops itself up.
What if my balance runs out?
The order is put on hold, not rejected. As soon as you top up, held orders continue automatically, oldest first.
Can I cancel an order?
Yes, until production starts. The amount goes back to your balance straight away. Once we’ve started cutting, write to us.
Can I test without paying?
Yes. API test keys create orders that are validated and priced, but never charged or produced.
Shipping
Where do you ship?
From our workshop in Romania to customers across the European Union. Within the EU there are no customs duties.
Will my customers see Gravilo?
No. Parcels carry no Gravilo branding and we never contact your customers. Shipping notifications come from your store.
How do my customers get tracking?
Every parcel has a tracking number. On Shopify it’s added to the order and Shopify emails your customer; with the API, you receive it by webhook.
Talk to the workshop
Questions about the Shopify app, the API, products or pricing? Write to us and we’ll get back to you.