Contact Valenna immediately with your order number and the complete corrected file. A file can only be replaced if the order has not moved too far into production, and it counts as replaced only when Valenna confirms it for your order.

📨 What to send

1. Your order number and the exact product or line item.
2. The complete corrected print-ready PDF, not just the changed page, unless support asks for that. If it is over 25 MB, send an unrestricted Google Drive link.
3. The original and new filenames, and a short note on what changed (spelling, page order, dimensions).
4. A clear label that the new file is the final version. Avoid several files named "final", "final2" and "latest" without saying which counts.

⏱️ If production has started

Valenna cannot guarantee a file swap after printing or manufacturing has begun. Depending on the stage, a change may involve material or production costs, a revised completion date, or a new order. We confirm what is still possible before proceeding. See when production starts and an order can no longer be changed.

🧾 Why a customer-file error is not a defect

Valenna's workflow prints files exactly as supplied. Spelling, personalisation, colour-mode, resolution and layout errors contained in your artwork are not manufacturing defects. If the product differs from a correctly supplied file because of a Valenna production error, report it with photographs. See what photos to send and the returns and refunds policy.

❓ Frequently asked questions

How do I know the new file was received?

Reply in the same thread and wait for Valenna to confirm it against the order and production stage.

Should I place a new order instead?

Only if support tells you the original can no longer be changed.

👉 Related guides and next steps

• Changing or adding to an order · print-ready PDF checklist
• Email support@valenna.co.za, use the contact form or WhatsApp 061 500 4106.