Book Printing :

Frequently Asked Questions

 Artwork questions

 Artwork questions

What is ‘bleed’ and why do I need it?

Bleed is an extension of the background image or colour that extends beyond the finished trim size (actual product size). One Heart Print require bleed when you want your background to print to the edge of the page without white edges. It’s trimmed off when your item is cut to the final size. At One Heart Print we require a 6mm bleed on all documents, with the exception of Hard Cover books, see below.

It’s best if you can add bleed before you upload your print ready pdf file. Some applications, like InDesign, Illustrator and Photoshop, allow you to do this. But if you need any help please contact us.

If you can’t add bleed before uploading, we’ll do our best to add it for you, but this is not always possible and for the best results we recommend adding it before uploading your documents.

Bleed requirements for Hard Cover books:

For Hard Cover books we need extended bleed on the front and back cover (as the design wraps around the cover onto the inside front and inside back, and is then covered with an end paper). Therefore please send your front and back cover design with 20mm bleed on all four edges.

The inside pages just require the standard 3mm bleed on ALL SIDES from trim size.

We also need you to supply  your book spine according to specified width (this is shown on the order page, or when you add the item to the Cart) with 20mm bleed at the top and 20mm bleed at the bottom.

What are trim lines, bleed and safe area?

Trim lines – are indicated by the red line on the file preview in the ‘Artwork’ tab of your order. They indicate where your document will be trimmed.

Bleed – indicated by the green line on the file preview. Make sure your document extends to this mark to avoid white edges when trimmed to size.

Safe area – indicated by the blue line on the file preview. Vital elements (text, images, logos, etc.) MUST be keep within this area. Allocate 5mm (inwards from Trim Size) along all sides EXCEPT for the sides along the spine (gutter margin; 15mm away from spine).

What should I look for when I’m checking my files?

Look out for missing text, strange characters and check that everything is in the right place. Make sure you thoroughly proof read and spellcheck your files before you upload them.

Please also check that the sequence and position of your pages are correct and that all the required pages are not missing. Back covers may not appear in the correct place until all the text pages have been uploaded.

We are able to print your file with low resolution images. However we’re unable to print your file if fonts aren’t embedded and would require you to embed the font and resupply.

Please click on the individual pages to check the content is within the trim lines. You are also able to check that important information is not within the gutter margin if the item is to be perfect bound.

Please note: We do not check for design, content or spelling errors.

What kind of font should I use?

You can use any font you like, as long as it’s embedded into the document.

What file types can I upload?

Our preferred file format is a 300dpi high resolution pdf. We can however accept most file types, including the following: jpg, png, Illustrator

Please be aware that when uploading file formats other than pdf, file dimensions may change and content may reflow. We always recommend the proofs are checked carefully prior to you confirming your order.

What binding options do you offer?

Saddle stitched (staple binding): This binding method is very popular and common in magazines. The sheets of the booklet or brochure are gathered together, one inside the other, and then fixed through the centre with two wire staples.

Perfect binding: Widely used on softcover books and premium magazines with a high page count. With this method the pages and cover are glued together to create a square spine.

Wire-O binding: Coated metal wires bind your document together, allowing the pages to lay flat when open.

Hard Cover binding: This type of binding is used to create hardback books with a thick board cover that is attached to the book with glued endpapers.

Layflat (Thread Sewn) binding: Available with either a softcover or hardcover. This binding is designed for books to literally lay flat when opened. This method is ideal when images are required to flow seamlessly across two facing pages.

How should I supply my files for printing in colour?

When creating your file, your application may give you the color mode choice which usually are RGB (Red, Green and Blue) or CMYK (Cyan, Magenta, Yellow and Black). Most printers uses CMYK, so do One Heart Print. Therefore we recommend that you design your work in CMYK before uploading your files. This prevents any colour change that can happen when we convert your document for printing.

We highly recommend you to set up your CMYK files as GRACoL 2006 or FOGRA39 or ISO Coated V2 or Euroscale.

If you’re unable to convert your RGB files to CMYK our system will automatically convert them to the closest CMYK values.

Please note that colours can look different on your screen compared to a printed page. This is because screens transmit RGB colour, whereas a print reflects CMYK colour.

How do I make sure my prints have high quality image resolution?

In order to get high quality printing, you are encouraged to use images that are between 200 to 300dpi (dots per inch) resolution. Anything less than 150dpi may appear blur and pixelated.

Should I upload single pages or spreads?

Save into single pages.

I’m using perfect binding. How much space should I leave from the spine?

Up to 7mm of the page is taken into the spine, so we recommend increasing your safe area by keeping all critical text and design elements at least 15mm away from the spine to ensure they are not obscured by the fold.

 Payment questions

Which payment methods do you accept?

We accept credit and debit cards and bank transfers.

I want to cancel my order. Will I get a full refund?

Yes, you will get full refund only if the order is cancelled before it goes into production.

 Delivery questions

How much is delivery?

Delivery depends on the size and quantity of your order. You can calculate the delivery cost in your Shopping Cart.

Where do you deliver?

We deliver books all over Malaysia, From Perlis to Johor, Sabah, Sarawak and Labuan. We also deliver to Singapore. Please call us to organise international shipping and receive a quote. We can also offer split shipping on larger orders.

How long will my order take to be delivered?

When you enter your initial printing specifications, an estimated process day will be shown. This is usually 2 to 4 days for smaller orders, and 1 to 2 weeks for large quantity order. Deliveries to Sabah, Sarawak, Labuan and Singapore may take a little longer.

Please note, our delivery dates are only estimates. If your order is time sensitive do contact us to discuss about your deadline.

Sometimes when we’re really busy, orders can take it a bit longer. But we’ll always let you know if that’s the case.

How is my order delivered?

We use a third party courier for our deliveries. Smaller orders are sent in boxes or small parcels and are usually trackable. Larger orders would be delivered on a pallet for delivery but aren’t trackable.

My order hasn’t arrived. Who should I call?

Please contact us in one of the following ways and we can assist you:

Chat Message : Click on the Chat Icon on our website to send a message.

Phone010 2989 299

Email: [email protected]

 Paper explained

What paper do you use?

We keep a huge range of different high quality paper types and weights. These include matte, gloss, uncoated and natural in a choice of 70gsm to 300gsm weights, though available weights vary by product.

What finishes do you offer?

We offer a variety of laminations for protection and presentation. These include matt and gloss, as well as special effects like Spot UV, though available finishes vary by product.

 Other questions

How do I order a reprint?

If you have registered an account on our website, you will be able to login to view your order history. Simply click the Reorder button on the order you’d like to reorder and your files, quantities and order specification will be ready to confirm.

If you placed an order but didn’t open an account, just contact us with the order number and we should be able to locate your files.

How do I combine postage on my orders?

To combine postage on your order, add your first product to the basket. Don’t click ‘next step’. Instead click ‘continue shopping’ and then add your second product to the basket. You can now click ‘next step’ and your two items will be in the same order.

Please note that two different products may have different production times. And sometimes they may be produced at different printing facilities. This can prevent us from sending both items in a single order and combining postage. However, we can delay one item from shipping until your other item is ready. Please contact us if you would like to do this.

How do I make a complaint?

Sometimes things may go wrong. But we are here to help and offer you solutions and practical advice for next time. Before filing a complaint, we recommend you revisit your online order once more to ensure the print specifications and artwork match what was confirmed and displayed on-screen.

Before filing a complaint, we recommend you revise your online order once more to ensure the print specifications and artwork match what was confirmed and displayed on-screen.

If something is still not correct, please our Customer Care team. To help us resolve your issue quickly and effectively, please provide the following details:

  • A description that best describes your problem from the dropdown menu
  • A brief overview of the issue in the comments box
  • The total quantity of copies affected
  • Any specific page numbers we need to check
  • Upload photographs or videos, clearly showing the issues. If multiple copies are affected, please capture all copies or at least 15 to 20 in the same shot. (If the concern is with a paper or colour variance, we may have to ask you to return them for further investigation, but we will confirm this as soon as possible).
  • If damage has occurred, please include images clearly showing any damaged packaging. Please keep hold of the damaged copies until we let you know it is safe to recycle them. Select the preferred action from the menu stating how you would like this resolved.

Once you have lodge a complaint, our Customer Care team will investigate and contact you via email. The process will generally occur within one working day, but please check spam and junk folders as emails can land here.

Where do I find my invoice?

Please click on the My Orders tab within your account. Then click on the invoice link to view and download a pdf of the invoice for your records.

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