FAQ

Welcome to the Eolas Prints help centre. Below are answers to the questions we're asked most often about ordering, shipping, payment, our 3D printing filaments and pellets, custom colour, materials and compliance, and our services. Eolas Prints is a Spanish manufacturer of 3D printing filament based in Cantabria, and a supplier of 3D printing pellets, printers and related services across Spain, the EU and worldwide. If your question isn't answered here, contact us and we'll be glad to help.

Ordering & Payment

Do I need to set up an account to order?
No. Accounts aren't mandatory. The first time you log in, an account is created for you automatically, so you can check out without setting one up in advance.

Do I need a password to log in?
No. We use passwordless login: a six-digit passcode is emailed to you each time you log in to your My Account page, so there's no password to remember or reset.

What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, Maestro and American Express), Shop Pay, Apple Pay, Google Pay and PayPal. We also accept bank transfers, and FACe for Spanish public institutions.

What is FACe and can public institutions order through it?
Yes. FACe is the Spanish government's General Point of Entry for Electronic Invoices (Punto General de Entrada de Facturas Electrónicas). Spanish public bodies, universities and institutions can order from us and be invoiced electronically through FACe, alongside bank transfer.

When will I be charged?
Payment is taken when you place the order. If for any reason your order isn't dispatched, we refund the full amount within 3–5 days.

Why was my card declined?
We don't decline transactions at checkout — we only authorise the amount. If your bank declines it, please contact them directly so they can resolve it.

How do I redeem a discount code?
Enter your code on the checkout page. One promotional code can be used per order.

Do you offer bulk or volume discounts?
Yes. We offer volume discounts to industrial clients, businesses and educational institutions. Contact us with your requirements and we'll prepare a quote.

Shipping & Delivery

When do you ship?
We ship daily from stock. For Spain & Portugal, orders placed before 4PM CET are dispatched the same day. For the rest of the world, orders placed before 1PM CET are dispatched the same day. Orders placed after the Friday cut-off ship on Monday.

What shipping options do you offer?
Next Business Day, Express and Standard delivery. See our shipping policy for full details.

Do you ship internationally?
Yes, we ship worldwide. Shipping costs are calculated at checkout. Full details are in our shipping policy.

Which couriers do you use?
In Spain & Portugal we use GLS and UPS. For international shipping our logistics provider is UPS.

Will I pay customs duties or taxes?
Duties are automatically collected at checkout for most countries. See the Taxes & Duties section of our shipping policy for specifics.

How long will delivery take?
It depends on your location and the shipping method chosen at checkout. The estimate is included in your order confirmation email.

Do you offer local pickup?
Yes. Local pickup is usually ready within 4 hours and can be collected Monday to Friday, 9AM to 5:30PM, from our facility in Cantabria.

How do I track my order?
Once your order leaves our warehouse, tracking details are emailed to you. You can also track from your My Account page.

Returns & Cancellations

Can I cancel or return my order online?
Yes. You can cancel or return your order online through your My Account page. For anything you're unsure about, contact us and we'll guide you through it.

How do I modify my account or order details?
Log in to your My Account page to update your details and manage your orders.

Filament

Which 3D printers are your filaments compatible with?
Our filaments work on all FDM (fused deposition modelling) 3D printers — including Bambu Lab, Prusa Research, Flashforge, FLSUN, Elegoo, Artillery, MakerBot, Ultimaker, AnkerMake, Raise3D, BigRep, Modix and BCN3D, among others. If your printer takes standard 1.75 mm or 2.85 mm filament, our filament will work in it.

What filament diameters do you offer?
We manufacture to tight diameter tolerance in both 1.75 mm and 2.85 mm.

How many colours are available?
We currently offer filament in over 20 colours. If you need a shade we don't stock, our Colour on Request service can match it.

Do you provide print profiles?
Yes. We publish print profiles for the most widely used slicers — Bambu Studio, UltiMaker Cura, Raise3D ideaMaker and PrusaSlicer. See our print profiles page, or contact us if you need a profile for another printer.

What is the shelf life of your filament?
It depends on storage. Kept in a dry box, away from direct sunlight and free of dust, our filament has an average shelf life of 18+ months. We recommend a sealed dry storage box for best results.

Why does the colour look slightly different from the website image?
Screen brightness, contrast and calibration vary, so on-screen colour can differ slightly from the real filament. We publish a Pantone reference for each colour so you can cross-check the exact shade.

Pellets

What 3D printing pellets do you sell?
We supply pellets in PLA, PETG, TPU, ABS and recycled PET (rPET) for pellet-fed and large-format systems. Each material is produced by a specialist manufacturer certified to ISO standards and shipped from our stock in Cantabria.

What printers use pellets?
Pellet-fed systems — large-format additive manufacturing (LFAM) printers, fused granulate fabrication (FGF) systems and desktop pellet extruders — feed raw pellets directly instead of spooled filament. Material cost per kilo is much lower than filament, which makes pellets the economical choice for large-format and high-volume printing.

Are your pellets food-contact safe?
The raw rPET, PLA and PETG pellet materials are food-contact safe. That applies to the raw pellet feedstock, not to finished printed parts: printed surfaces have micro-gaps between layers and most printers use brass nozzles, so suitability for food contact depends on the print process, nozzle and finish, and remains the responsibility of the maker. TPU is skin-safe rather than food-contact.

Can I buy pellets in bulk?
Yes. Beyond 500 g and 1 kg formats, pellets are available in bulk big bags for production-scale and continuous large-format printing. Contact us for bulk pricing and volumes.

Where are your pellets made?
Our recycled rPET and TPU pellets are European-made; all pellets ship from our stock in Cantabria, Spain. REACH statements, and food-contact declarations where applicable, are available on request.

Custom Colour & Made-to-Order

Can you match a specific colour?
Yes. Our Colour on Request service matches filament to a RAL code, a Pantone reference, or a physical sample you send us. It's a made-to-order service with a one-time colour development cost and a 30 kg minimum order, manufactured in-house with batch-to-batch consistency.

Which materials can be custom-coloured?
Primarily PLA, with PETG and other materials available on request. Tell us your material and application and we'll confirm what's possible.

Materials, Sustainability & Compliance

Is Eolas Prints filament made in Spain?
Yes. We manufacture our own PLA, PETG, TPU, ABS and ASA filament in Cantabria, Spain, under ISO 9001 (quality) and ISO 14001 (environmental) certified processes.

Do you offer recycled and sustainable materials?
Yes. We make recycled filament and supply 100% post-consumer recycled rPET pellets, alongside biodegradable PLA, for users with sustainability or recycled-content requirements.

Are your materials REACH compliant?
Yes. Our materials are covered by REACH statements, available on request. Food-contact and other compliance declarations are provided to B2B buyers where applicable.

Which materials are food-contact safe?
The raw material for our PLA, PETG and rPET is food-contact safe; TPU is skin-safe. As with any 3D printing material, a finished printed part's suitability for food contact also depends on the nozzle, print process and surface finish.

Services

Do you offer a 3D printing service?
Yes. If you don't have a printer or need capacity, our 3D printing service produces parts for you, from prototypes to production runs. Contact us with your files and requirements.

Do you offer training and support?
Yes. We provide 3D printing training and support for businesses and institutions, from getting started to ongoing maintenance and advice.

Can I get advice before I buy?
Yes. Book a free consultation and we'll help you choose the right printer, material or service for your application.

Do you supply 3D printers and industrial spools?
Yes. We sell 3D printers and offer large industrial filament spools for high-volume users. Explore the full filament catalogue to see the range.

Still have a question? Get in touch — we're happy to help with anything about our filament, pellets, printers or services.