Account and Client Portal
Upload and download files in the Client Portal
Short answer
While an order is in production, use Upload artwork or a file in My Account to send logos, artwork, tech packs and packaging references, up to 25 MB per file. Mockups, sample photos and other files from our team can be downloaded there.
My Account keeps the documents of each order: the files you send us and the files we share with you, such as mockups, sample photos, invoices and shipping documents.
Upload a file
You can upload while you have an order in production, on the Documents tab or on the order page.
- Click Upload artwork or a file.
- If you have several orders, choose the order under For order.
- Choose the Type of file: Artwork, Logo, Tech pack, Packaging reference or Other.
- Add a Title (optional), for example "Front logo".
- Choose the File and click Upload. My Account confirms: "Thank you, your file was uploaded. Our team will review it."
Files you send are kept with your order, so we can produce and reorder your product (see our Privacy Policy).
Accepted files and limits
| File type | Formats |
|---|---|
| Artwork, Logo | PNG, JPG, JPEG, WEBP, GIF, PDF, AI, EPS, SVG, PSD, ZIP |
| Tech pack, Packaging reference, Other | The same, plus DOCX and XLSX |
- Up to 25 MB per file and 500 MB per order.
- Up to 20 uploads per order per hour.
- The file content must match its extension.
If a file is larger than 25 MB, ask our team how to send it. For logos, vector files work best: see Which artwork files should I send?
Files from us
Files from us are marked from Mr Balaclava; click Download to save one. They appear on the Documents tab and on the order page. We email you when a file needs your approval; other new files are not emailed.
New versions
To replace a file, upload the new one with the same type and title. Earlier versions stay in the list, marked Older version. You cannot delete files yourself.
Before or after production
- Before an order exists, upload your tech pack with the Request a quote form: in step 2, choose I already have a tech pack or reference sheet (up to 3 files, 10 MB each). You can also email your files to [email protected].
- A closed order shows "This order is closed; files can no longer be added." You can still download its files.
You can also attach a file in the website chat (up to 10 MB): click Write to us, or Message us about this order on the order page.
Was this article helpful?
Still need help?
A real person replies within one working day.
Mon–Fri 9:00–18:00 · Sat 10:00–16:00, Pakistan time (UTC+5)