Frequently asked questions

3D printing is a process that turns a digital 3D model into a physical object, layer by layer. In filament printing (FDM or FFF), the printer heats the material and deposits it through a nozzle onto the build plate. This allows you to make useful objects, prototypes, decorations and other models. Before printing, you prepare the model in a slicing program, or “slicer”, which creates instructions for your printer.

You can find models on Printables and MakerWorld, or create your own using 3D modelling software. Before downloading, check the description, the designer’s recommendations and the licence, especially if you intend to sell the printed objects.

Open the model, such as an STL or 3MF file, in your slicer and select the profiles for your printer, nozzle and material. A ready-made G-code file may not be suitable for your printer; use it only if it is intended for your machine and settings.

Yes. You can make a purchase without registering a customer account.

You can pay by bank card, bank transfer, against a pro forma invoice or through PayPal. Available payment methods are displayed at checkout. When paying against a pro forma invoice, follow the bank details and payment deadline stated on it.

After placing your order, you receive an automated confirmation at the email address provided at checkout. The contract is concluded when you receive this confirmation; no additional manual confirmation is required.

First, check your spam folder. If you cannot find the confirmation, email us at [email protected]. Include your name, the email address used for the purchase and the approximate time you placed the order so we can check it.

Consumer prices are stated in EUR and include VAT where applicable. Delivery costs are displayed before you place your order. We issue an invoice for every purchase. Business offers may also show clearly identified net prices.

Email us at [email protected] as soon as possible, quoting your order number and the change you would like to make. We will check what can still be arranged. If the order has already been dispatched, it may not be possible to stop delivery. This does not affect the consumer’s statutory right of withdrawal.

Yes. For larger quantities and B2B orders, email [email protected] so we can prepare an individual quotation. Depending on weight and dimensions, larger orders may be dispatched in several parcels or on a pallet.

In-stock products are normally dispatched within 24 hours or on the next working day. Please also take account of your selected payment method and any specific information in the product listing. Dispatch means handing the parcel over to the carrier; delivery time starts after dispatch.

After dispatch, estimated delivery within Slovenia is 1–3 working days. Delivery to most other Central European countries takes approximately 2–4 working days, and to more distant European countries 3–6 working days. These are estimates; the agreed delivery deadline applies to your order.

The delivery cost is displayed in your basket or at checkout based on the destination, order weight and selected delivery method. Check the final amount before placing your order.

We primarily ship with DPD and GLS. Parcel locker delivery is possible where this option is available for the selected order and destination. Available options are displayed at checkout.

Yes. The countries we deliver to, along with the relevant options and costs, are displayed at checkout. If you cannot find a suitable option for your address, please contact us.

Yes, from Cesta v Gorice 35, 1000 Ljubljana. Wait for notification that your order is ready for collection, or arrange collection with us in advance. Opening hours are Monday to Thursday 9.00–11.00 and 12.00–17.00, and Friday 9.00–11.00 and 12.00–16.00.

If your parcel does not arrive within the expected time, email [email protected] and quote your order number. We will check the shipment’s status and let you know the next steps.

For unused filament spools, notify us of your return within 30 days of receiving your order. This applies to consumers and business customers. Email [email protected] with your order number and the spools you wish to return. Dispatch them within 14 days of notifying us. This policy does not restrict the consumer’s statutory 14-day right of withdrawal or rights relating to a lack of conformity or a guarantee.

Partially used filament is not covered by the 30-day change-of-mind return policy for unused spools. Under the consumer’s statutory 14-day right of withdrawal, opening the packaging does not in itself remove that right; any diminished value resulting from use is assessed separately. Product complaints are handled separately and do not depend on the spool being unused.

For distance purchases, consumers may notify us of their withdrawal within 14 days of receiving the goods, without giving a reason. You can use our online withdrawal procedure, send an unequivocal statement to [email protected], or write to our postal address. Our prior approval is not required. Send the goods back within 14 days of notifying us, unless we offer to collect them ourselves. If goods from the same order arrive in several separate deliveries, the period begins when you receive the last item or part.

Return products to PLASTIKA TRČEK d.o.o., Cesta v Gorice 35, 1000 Ljubljana, Slovenia. Protect them adequately for transport and include their parts and accessories. We recommend using the original packaging, but this is not a general requirement for statutory withdrawal. Include your order number to help us process the return. We recommend a tracked service and keeping proof of dispatch.

For change-of-mind returns, the buyer bears the direct return shipping costs; for statutory withdrawal, this applies provided the consumer was informed in advance. We cover the necessary costs of a justified claim relating to a lack of conformity. Contact us before sending a product back for a claim so we can arrange the return method.

Yes, we can arrange collection from your address on request. Email [email protected]. We confirm the final cost, including applicable VAT and any supplements, in advance. With your express consent, the agreed cost can be deducted from your refund. Prices depend on the country and weight category and apply per parcel.

For 30-day returns of unused spools, we refund the purchase price within 14 days of receiving the spools and checking their condition; the original delivery charge is not refunded.

For a consumer’s statutory withdrawal, we refund payments no later than 14 days after the withdrawal notice. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever comes first, unless we offer to collect them ourselves. If you withdraw from the entire order, we also refund the least expensive standard delivery offered. We use the same payment method unless we agree otherwise at no additional cost. Refunds relating to a lack of conformity are subject to the separate rules in the terms and conditions.

Email [email protected], quote your order number and describe the problem. Where possible, include photos of the product and packaging. We will review the case and work with you on an appropriate solution. Complaints are separate from change-of-mind returns; the consumer’s statutory rights relating to a lack of conformity are not limited to 30 days. Not inspecting the parcel upon receipt does not in itself mean you lose your statutory rights.

Compare the filament diameter, material type and requirements in the product description with your printer’s specifications. Also check any limitations of the filament feeding system. If you are unsure, email [email protected] with your printer model and a link to the selected product.

Check the selected filament’s description and any supplied instructions. Settings may vary depending on the material, printer, model and environment, so there is no single universal profile for all filaments.

Email [email protected] with the filament name, printer model, settings used and a description of the problem. Photos of the product and print, your order number and the filament batch details, if available, are helpful. This makes it easier to identify possible causes and assist you. It does not restrict your rights when making a claim.

Photographs show the product’s appearance, but screen settings and lighting may make the displayed colour differ from the actual shade. This does not exclude our responsibility for conformity with the ordered colour and product description.

Possible signs of moisture include popping or crackling during extrusion, small bubbles, a rough print surface, increased stringing or uneven extrusion. These signs are not conclusive, as they may have other causes.

Filament can absorb moisture from the air, especially if a spool has been open for a long time. A vacuum bag may be damaged or punctured during transport, leaving the material exposed to ambient conditions. Loss of vacuum alone does not mean the filament is unusable.

If you suspect moisture, dry the filament in a dedicated dryer following the instructions for the specific material and spool. Drying temperature and duration are not the same for all filaments. Afterwards, store it in a tightly sealed bag or container with desiccant. Desiccant helps maintain a dry environment but does not replace drying filament that has already absorbed moisture. If the packaging is damaged on arrival, take a photo and email [email protected].

Handle the spool carefully and do not let go of the free end until it is securely fastened in a spool hole or clip, or inserted into the feeding system. If the end slips loose, it can pass under another winding and form a loop that tightens as the filament unwinds.

If you notice a tangle, pause printing. If necessary, unload the filament according to your printer’s instructions. Keep hold of the end, carefully loosen the outer windings and locate the crossing. Pull the end out from under the crossed winding, then rewind the filament evenly under light tension. Do not pull hard, as this can tighten the loop further. Before continuing, check that the spool unwinds freely.

Watch the video on YouTube.

If you cannot resolve the tangle or notice it when first opening the spool, send us a photo. We assess the cause case by case.

A poor print can have several causes: an unsuitable material profile, temperature or speed, first-layer issues, damp filament, restricted spool movement or a partially clogged nozzle.

Start by checking that you have selected the correct printer and material profiles and followed the recommendations for your filament. Then check the build plate’s cleanliness, first-layer setup according to the printer’s instructions and unobstructed filament feeding. If you notice signs of moisture, also check whether drying is needed. Change one setting at a time so you can see what helps.

If the problem persists, email [email protected] with a photo of the print, the printer model, filament type and settings used. This will help us suggest the next step.