Contact Valenna support as soon as you notice a problem. Whether a change is possible depends on the product and how far the order has progressed. The firm line is the Order Processed message.
| Stage | Can it change? |
|---|---|
| Before production starts | Support will check the status, but a change is not guaranteed just because it has not shipped |
| After production starts | A file or product may no longer be replaceable without a new order |
| After the Order Processed notice | Personalised and custom items have normally been printed, finished and packed. Names, text, artwork, options and quantities can no longer change |
Why: personalised and custom products are printed automatically from the information and print-ready files supplied with the order. Once printed, they are made for you and cannot be reused.
If the order holds only print supplies and the courier has not collected it, some adjustments may still be possible. Contact support promptly and wait for confirmation.
Possibly, with a fee that depends on how far production has gone. See cancelling before and after production starts.