If something is wrong with your order, we want to fix it, and the fastest way is to send the right evidence in one support thread. This page helps you work out which problem you have, what to check first and exactly what to send.

🧭 Find your problem

⚡ The 4 steps that resolve most problems

1. Keep everything. Do not throw away the product, the packaging or the shipping label until we tell you what to do with them.
2. Check first. Open every wrapped bundle, look inside combo products and under larger items, and compare each item and quantity with your order confirmation. Check whether your order shipped as more than one parcel.
3. Take clear photos: the whole product and the problem up close, plus the outer parcel and shipping label if it is damage or a wrong item.
4. Send one message to support with your order number and everything below, and keep the whole conversation in that thread.

📝 What to include in your message

• Your order number and the affected product and quantity.
• A clear description of what is wrong, and what you expected.
• Photos: the full item, a close-up of the defect, and the packaging and label where relevant.
• For a print problem: the final file or personalisation list you supplied, the print options you selected, and any approved sample or earlier order to compare against.
• A short timeline of earlier contact, and the outcome you would like.

🔍 What happens next

We compare your order, the files you supplied and the physical result. Depending on the verified cause, the outcome can be a correction, rework or reprint, a replacement, collection, account credit or a refund. The evidence and order details decide which one applies. A mistake that was already in a customer-supplied file or text is assessed separately from production and transit errors, which is why we ask for the file as well as the photos.

🎨 About colour

Screens show colour as light (RGB) and printing uses ink or toner (CMYK), so some shift between screen and print is normal. Colour can also vary between runs, because orders under 25 units are printed continuously in batches with standard printer settings, while bulk orders of 25 or more are printed individually with sample sheets and calibration. Paper weight does not change colour reproduction. See why print colours can vary between orders and screen colour vs printed colour.

↩️ Returns, cancellations and refunds in brief

• Change of mind: accepted within 7 days of delivery for unused items in original packaging. Personalised and custom-made products cannot be returned for a change of mind, but you can still report a manufacturing error, material problem or transit damage.
• Cancelling: easiest before processing. A Pay Now order cancelled before processing has a 5% deduction (merchant fees), and a manual bank transfer has no cancellation fee. After production starts, cancellation may be impossible or a processing fee of up to 50% may apply. A completed or dispatched order cannot be cancelled.
• Refunds: approved refunds go back to the original payment method after any returned goods are received and inspected. Your bank controls the settlement time after that.
• Return form: submit return requests on our returns page.

Read which customised products can be returned, cancelling before and after production starts, when a refund is issued and what may be deducted and how long refunds take.

🛍️ Bought on Amazon, Takealot or Makro?

Marketplace orders follow the marketplace's own process. See marketplace order returns and refunds.

❓ Frequently asked questions

How quickly should I report a problem?

As soon as you notice it. Prompt reports let us compare the order and evidence while everything is fresh.

Do I have to send the item back?

Not automatically. A complaint does not always require a physical return, and you should only send goods back once we give you instructions.

Is a spelling mistake in my file a printing fault?

If the mistake was in the file or text you supplied, it was printed as supplied. We assess it separately from production and transit errors.

👉 Next steps and help

• Submit a return request
• Email support@valenna.co.za, use the contact form or WhatsApp 061 500 4106. Put your order number in the first line and send photos in the same message so we can start straight away.