To report a problem or complaint, keep everything in one support thread and describe the specific result that needs investigating. Start with the most specific guide below if one fits.

🧭 Use a specific guide when possible

• Missing item
• Damaged or incorrect item
• Print quality or colour problem

📝 If it does not fit those

Contact Valenna and include:

1. The order number.
2. The exact product and affected quantity.
3. A clear description of what is wrong and what you expected.
4. Photos, the packaging, and the confirmed specification or artwork where relevant.
5. A timeline of earlier contact.
6. The resolution you are requesting.

🔍 What happens next

Valenna compares the order, the files you supplied and the physical result. Depending on the verified cause, the outcome may be a correction, rework, replacement, collection, account credit or refund. The evidence and order details decide which. A complaint does not always require a physical return, so only send goods back when we give instructions.

❓ Frequently asked questions

Can I just return it?

Change-of-mind returns do not apply to personalised and custom goods. See which customised products can be returned.

👉 Related guides and next steps

• Back to problem with your order: start here
• A response or refund is overdue · leave feedback
• Email support@valenna.co.za, use the contact form or WhatsApp 061 500 4106.