Send the order number, a clear description and photos that show both the whole product and the specific problem. This helps Valenna tell apart transit damage, a manufacturing or material issue, and an error already in the supplied file or text.
| What | Why |
|---|---|
| Order number, product and quantity affected | So we find the exact job |
| When and how the parcel arrived | Separates transit damage from production |
| What you expected and what is wrong | Defines the problem precisely |
| A clear photo of the full item | Shows context |
| Close-ups of the defect or damage | Shows the fault |
| Photos of the parcel and packaging (transit damage) | Shows how it travelled |
| The final artwork or personalisation list you supplied | Lets us compare the print to the file |
The evidence is reviewed to decide the appropriate reprint, refund or other resolution. See reporting a print quality or colour problem.
In neutral daylight, on a plain background, with the whole item and then a close-up of the problem.