Getting started
Onboarding, account setup, first sample, first production order, brand profile, white-label packaging spec.
Resources · Knowledge base
Self-serve answers, ordered by where you got stuck.
Production lead times, file-format questions, billing, shipping, custom packaging, deprecation policy — the questions that come up regularly enough to be worth writing down. Browse the popular questions below, or work through the six categories that cover most of what buyers ask before and after they integrate.
Popular questions
The questions buyers ask most.
Production
How long does a typical capsule order take from artwork lock to dispatch?
Read the answer → File prepWhat artwork file formats and resolutions does Fabrixa accept?
Read the answer → BillingHow does the prepaid wallet work — and what does my order actually cost?
Read the answer → ShippingDo you ship to outside-EU destinations? What about customs?
Read the answer → PackagingCan I customise the packaging beyond white-label?
Read the answer → QualityWhat if a unit arrives with a print or finishing defect?
Read the answer →
Browse by category
Six categories cover most questions.
Each category groups the questions buyers reach for at a given stage — from opening an account to verifying a certificate. Pick the area you’re stuck on and open the guide that answers it.
Production & quality
Lead times, artwork file requirements, fabric base selection, QC standards, defect handling, reprint policy.
Shipping & dispatch
EU and outside-EU delivery, customs handling, carriers, tracking, address validation, dispatch SLA.
Billing & pricing
Volume tiers, the prepaid wallet, invoicing cycles, currency, VAT handling for cross-border EU and non-EU customers.
Technical & API
API integration, webhook signature verification, rate limits, idempotency, build vs live channels, deprecation handling.
ESG & certifications
OEKO-TEX, GOTS, EU labour standards, carbon disclosure, sustainability data per SKU, audit trail availability.
Deep dives
Guides that answer the follow-up questions.
Technical
Webhook signature verification — HMAC-SHA256 base64
How to recompute the x-webhook-signature and compare it in Node.js, Python and PHP.
Read the guide → BillingHow volume tiers work across your account
Tier thresholds, how the Tier Finder prices an order instantly, and what changes at Scale volume.
Read the guide → ProductionThe reactive print process, step by step
From artwork lock to steam fixation to dispatch — what happens to your order and when.
Read the guide → TechnicalEmbedding Fabrixa Studio in your storefront
The Studio iframe, the postMessage events, and attaching a saved design to an order.
Read the guide → ShippingEU customs and the 2026 import-duty change
Why Fabrixa orders never cross an EU customs border — and what that means for your customers.
Read the guide → ESGPer-SKU carbon footprint methodology
Source data and methodology for the per-SKU kgCO2e estimates. Useful for CSRD reporting.
Read the guide →
Still stuck?
Three escalation paths, in order.
Knowledge base first, support next, our team last. Routing the question to the right channel cuts everyone’s time-to-answer.
01
Knowledge base
For self-serve questions across the categories above. Most operational questions resolve here in under two minutes.
Go there → 02Support
For order-specific issues, account help, returns, or quality concerns. Direct to the customer-support team.
Go there → 03Team
For commercial conversations or technical integration questions, routed to the right person on our team.
Go there →
Can’t find it?
Suggest an article.
If you searched for something and didn’t find an answer, that’s a knowledge-base gap on our side. Tell us what you were looking for and we’ll cover it.
Prefer a walkthrough?
Answers first. A human when you need one.
Most operational questions resolve in the categories above or in the Platform Guide’s step-by-step screen walkthroughs. For anything order-specific, raise a support ticket — for the bigger commercial or integration questions, talk to our team.